A check box is provided in the column header for every interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. row. Select one or more interactions to perform operations on multiple interactions.

Column header check box

• To select all interactions , click the check box.

• To cancel selection of all interactions, clear the check box.

For example, if 500 interactions are displayed then selecting the header selects or cancels the selection of all 500 interactions.

Row check box

• To select or cancel the selection for an interaction, click the check box. You can also select an interaction by clicking anywhere in a row. Selections for any other interactions already selected are canceled.

• To select consecutive rows, press SHIFT while clicking the first and last rows you want to select.

• To select non-consecutive interactions, press CTRL while clicking the rows you want to select.

Available only when the 2021R1 - Legal Hold feature is enabled.

For environments with Keep Duplicate Recording:

When searching for both primary and secondary recordings, use the first column displayed (regardless of the data the column contains) to identify interactions captured by both Recorders. To include both recordings, use the Recorders tab of Advanced Search and set Is Primary Session to Both.

To switch the display of the paired, secondary recording, click the arrow provided for each row of the search results. The default is to hide the secondary recording.

• Primary recording displays first.

• Secondary recording displays as a child element of the primary recording. If a recording does not have a paired, secondary recording, then there is no child available.

This field is available in systems that include Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions..

Sets of keywords or phrases defined in Speech Analytics projects and to which the interaction belongs.

Categories are only what currently exists in the system. Deleted categories are not shown. The categories are only those categories with a published state in the Speech Analytics application.

The Categories that are displayed are those categories assigned to your groups and roles in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications..

The Computer-Aided Dispatcher (CAD) ID associated with a Public Safety interaction. A CAD ID identifies interactions associated with an emergency incident. Available only when licensed for Public Safety integration.

Name of the person who placed the interaction that resulted in a Public Safety interaction. Available only when licensed for Public Safety integration.

Originating telephone number for the interaction that resulted in a Public Safety interaction. Available only when licensed for Public Safety integration.

When the interaction belongs to one or more cases, use this column to identify specific case case membership.

The column value contains one of the following values for each interaction: 

• Not assigned to a case: Blank value.

• Assigned to a single case: The case name. Icons identify case type, such as a legal hold case or a recycle bin A recycle bin is a special type of case that serves as a temporary location for interactions scheduled for deletion based on a period of days, known as 'days until deletion.' After the number of days expire, the system permanently deletes the interactions. . To see all interactions for the case, select the case name.

• Assigned to more than one case: The number of cases. Icons identify case type, such as a legal hold case or a recycle bin . If an interaction belongs to multiple cases of different case types, the folder icon displays to represent the different types.

  • To see the specific assigned cases as a tooltip, click the text provided in the column.

  • To see all interactions for a case, select a case name displayed in the tooltip.

Available only when the 2021R1 - Legal Hold feature is enabled. , Risk Management uses folders to organize interactions. When using folders, you cannot use cases.

A unique number assigned to the contact The entire communication experience for a customer, from beginning to end. in the system. If the contact is made up of multiple interactions, each interaction has the same Contact ID. The CTI link subsystem provides the Contact ID, which is used in most configurations to gather interactions of the same contact for playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. and reporting.

Additional information tagged to an interaction not available directly from other sources. For example, CTI data derived from the values in other data fields. Your system must be configured to support Conditional Custom Data.

Depending on the field, Custom Data fields can contain 32, 64, 128, or 256 alphanumeric characters or a number. Your system must be configured to support Custom Data.

The name of the customer identified on the interaction. If no customer was identified, the column is blank.

You configure the name shown in Risk Management > Configure > Customers.

To assist with the quick identification of biometric results, each name includes an icon for the person type.

The CX Score is an AI-generated value that quantifies the customer experience on an interaction using a score from 0.00 to 10.00. A higher score indicates a more positive customer experience. Available when licensed for the CX/EX Scoring Bot.

For each numeric score shown, the system also displays an icon that corresponds to where the score falls within the possible range of the CX Score: 

• 8.00–10.00: High

• 3.00–7.99: Medium

• 0.00–2.99: Low

If an interaction does not have an CX Score, then the CX/EX Scoring Bot did not evaluate the interaction.

Amount of audio processed by the Voice Biometrics Engine while analyzing the voice of the customer.

You can use this value to determine whether you need to reprocess the interaction using more audio.

Provides the confidence level for the associated verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. activity. Use the confidence level displayed to evaluate how closely the voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model stored in the database matches the person on the interaction.

The confidence level shown is based on the model match only and not the minimum score configured in the Recorder Analytics Rule.

The Voice Biometrics Library installed determines how confidence level displays. To learn more about how confidence level displays, see Verification and detection scores.

Potential verification issues

• Customer Not Verified: No match found for the voiceprint model.

• High Saturation: Channel level containing voice is too high, which results in signal clipping (distortion).

• Low Net Speech: Insufficient speech on the channel. Low net speech results when a person listens for long periods or speaks little, aside from short, or monosyllabic responses. For example, “Yes, “Uh-huh”.

• Low S/N: Speech not sufficiently loud relative to background noise.

• No Attributes: Unable to identify the person due to a lack of metadata required by the Identification Rule.

• No Voiceprint for Verification: Person identified, but there is no voiceprint model, the model is not fully trained, or the person was opted out from voice biometrics.

Numeric value that quantifies the assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). of how closely the voiceprint model stored in the database matches the voice on the interaction.

The numeric score provides precise match results for statistical analysis. The numeric score uses integers and decimals up to the hundredths place.

The Voice Biometrics Library installed determines the score displayed. To learn more about scoring, see Verification and detection scores.

Time elapsed on the interaction audio before the system verified that the voice matches that of the corresponding voiceprint model stored in the database.

Clicking opens the Interaction Data window, displaying information on the interaction and its related contact (available also in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction.).

Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface.-related data display in the Interaction Data window are also available in the search Results Set (and appear in this table).

Systems with the Enterprise Cradle-To-Grave feature enabled can have most of the contact information empty for up to three hours from the start time of the first interaction of a contact.

Available only when you have the recycle bin feature enabled, the number of days until the system can delete the interaction from the system. Each can have a different value for the days until deletion, depending on when the interaction was added to a recycle bin.

The number of days is a grace period. When the interaction is added to a recycle bin, the system begins to count down from the grace period configured for the recycle bin. During the grace period, users with access to the recycle bin can remove the interaction so that it is not deleted. When the grace period expires for that interaction, the system deletes the interaction permanently.

Unique number to identify the destination line used on the interaction.

Display name of the dialed number or resource (for most integrations).

The handset device number used on the interaction.

The automatic number identification (ANI) or Caller ID associated to the first recorded interaction of a contact. ANI is derived from CTI and is specific to the switch and call scenario.

The dialed number identification service (DNIS) associated to the first recorded interaction of a contact. DNIS identifies the number that the caller dialed, useful in enterprises where calls to multiple numbers can be directed.

The direction of the interaction that started the interaction.

— Inbound

— Outbound

— Internal

— Unknown

Duration of the interaction in hh:mm:ss format.

Identifies whether a Public Safety interaction was tagged as an emergency call. Available only when licensed for Public Safety integration.

The following values are possible:

• True: interaction was an emergency.

• False: interaction was not an emergency.

A blank value means that the interaction is not associated with Public Safety.

The name of the employee identified on the interaction, as defined in User Management Module that an administrator uses to create a profile for each employee in their organization. (Foundation).

This column can be empty when:

• Searching a remote database

• A mistake was made entering the employee PBX ID in the User Management module

• The employee was defined in the system recently (20 minutes ago)

• No employee was identified

To assist with the quick identification of biometric results, each name includes a icon for the person type.

Interval of audio processed by the Voice Biometrics Engine while analyzing the voice.

Use this value to determine whether you need to reprocess the interaction using more audio.

Provides the confidence level for the associated verification activity. Use the confidence level displayed to evaluate how closely the voiceprint model stored in the database matches the person on the interaction.

The confidence level shown is based on the model match only and not the minimum score configured in the Recorder Analytics Rule.

The Voice Biometrics Library installed determines how confidence level displays. To learn more about how confidence level displays, see Verification and detection scores.

Potential verification issues

• Employee Not Verified: No match found for the voiceprint model.

• High Saturation: Channel level containing voice is too high, which results in signal clipping (distortion).

• Low Net Speech: Insufficient speech on the channel. Low net speech results when a person listens for long periods or speaks little, aside from short, or monosyllabic responses. For example, “Yes, “Uh-huh”.

• Low S/N: Speech not sufficiently loud relative to background noise.

• No Attributes: Unable to identify the person due to a lack of metadata required by the Identification Rule.

• No Voiceprint for Verification: Person identified, but there is no voiceprint model, the model is not fully trained, or the person was opted out from voice biometrics.

Numeric value that quantifies the assessment of how closely the voiceprint model stored in the database matches the voice on the interaction.

The numeric score provides precise match results for statistical analysis. The numeric score uses integers and decimals up to the hundredths place.

The Voice Biometrics Library installed determines the score displayed. To learn more about scoring, see Verification and detection scores.

Time elapsed on the interaction audio before the system verified that the voice matches that of the corresponding voiceprint model stored in the database.

The date and time the interaction ended.

The end time is calculated by adding the duration of the interaction to the interaction start time. For example, if the start time is 13:21:00, and the duration is 1 minute and 10 seconds, the end time is 13:22:10.

Since the interaction start time is based on the content start time, and the interaction duration is based on CTI, the interaction end time differs from both the end time from CTI and the time content recording ended.

The EX Score is an AI-generated rating of the employee experience during the interaction. The rating is either positive, neutral, or negative. Available when licensed for the CX/EX Scoring Bot.

The system displays one of the following icons to classify each interaction:

• Positive

• Neutral

• Negative

If an interaction does not have an EX Score classification, then the CX/EX Scoring Bot did not evaluate the interaction.

The extension number of the employee who participated on the interaction.

For Trading environments, see the related topics section to learn how the extension is derived.

Identifies interactions by the recording method (CTI or VOX).

• Yes: Interaction is associated with CTI signaling.

• No: Interaction is associated with VOX recording.

The Emotions icon is displayed with interactions for which the Speech Analytics application detected “emotions.”

For environments using Keep Duplicate Recording, provides an indication of the quality of the interaction recording, as detected by the Recorder.

The Number of holds is the number of times a customer was put on hold during an interaction.

The sum of the intervals during which a customer was put on hold during an interaction.

Icons identify the type of interaction recorded:

• Desktop

• Email

• External

• Face to Face

• Feedback

• Instant messaging

• Phone call

• Radio Group Call (if licensed for Public Safety)

• Radio SMS (if licensed for Public Safety)

• Real time monitoring

• Social media

• Text

• Trading intercom

• Trading shout

• Trading speaker

The identifier of the line or trunk on the switch that was used to place or receive the interaction.

Name of the line or trunk on the switch that was used to place or receive the interaction.

Local time at the end of the interaction. Depending how your system is configured, displays on of the following values:

• Local time of the employee

• Local time where the Recorder resides

Time when recording began where the Recorder physically resides. If you are in a different time zone from the Recorder location, Local Start Time differs from the Start Time.

Icons identify the type of media recorded. If media have been recorded, an interaction uses one or more of the following icons to represent the recorded media types:

• Attachment

• Audio

• Screen share

• Screen

• Text

• Video

About media types

An empty column displays if the interaction has only metadata (no media with recording).

Identifies interactions where the employee used the mute button, resulting in a portion of the interaction being inaudible due to partial recording.

• True: Mute button was used on the interaction.

• False: Mute button was not used on the interaction.

Identifies the PBX ID associated with the interaction.

• If the switch/CTI Server does not provide the PBX ID, the employee logon name is displayed.

• If this column includes letters, they are displayed in lowercase (excluding old records from previous versions).

Identifies the earliest INum (index Repository of transcribed interactions, which are used for analysis in Speech Analytics. number) for the interaction to which the segment belongs.

Name of the person using the radio associated with a Public Safety interaction. Available only when licensed for Public Safety integration.

Site identifier where the radio associated with a Public Safety interaction is located. Available only when licensed for Public Safety integration.

Zone identifier where the radio associated with a Public Safety interaction is located. Available only when licensed for Public Safety integration.

Unique identifier for the recording session (IP recording) or channel (TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch.).

Redaction status and user role Entity assigned to users to define their access permissions to applications. privileges determine whether you can replay and export interactions. You can identify redaction status using the icons shown in search results. 

• Not required: No redaction was required for the interaction.

  This status applies to:

  • Interactions captured by a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. or rule that does not require redaction.

  • Interactions captured before availability of the redaction feature.

• In progress: The system is processing the interaction to redact sensitive information. Check back in a few hours to see the results of the processing.

  While in this state: 

  • Users without the Replay without redaction privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of an interaction in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of an interaction in this state can include personally identifiable information (PII) and is audited.

• Successful: The system successfully processed the interaction to redact sensitive information. This also includes interactions successfully processed that contain no personally identifiable information (PII).

  Once in this state:

  • Users without the Replay without redaction privilege replay the redacted media.

  • Users with the Replay without redaction privilege can choose whether to replay the redacted media (default) or to replay the unredacted media, which can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege export the redacted media.

  • Users with the Export without redaction privilege can choose whether to export redacted media during export (default) or to export unredacted media, which can include personally identifiable information (PII) and is audited.

• Failed: The system attempted to redact the interaction, but redaction processing failed.

  While in this state:

  • Users without the Replay without redaction privilege cannot replay the interaction media.

  • Users with the Replay without redaction privilege can replay the interaction media as captured. Replay of interactions in this state can include personally identifiable information (PII) and is audited.

  • Users without the Export without redaction privilege cannot export the interaction media.

  • Users with the Export without redaction privilege can export the interaction media as captured. Export of interactions in this state can include personally identifiable information (PII) and is audited.

Displays the text of any remark added to the interaction.

Identifies the employee who created the remark.

Identifies when the remark was created.

To identify the status of each interaction, click the icon provided in the Replay Status column. If you cannot see the Replay Status column, add it. Click any column heading, select the arrow, and then select the column you want to add.

One of the following statuses is shown:

•  Locked

  • You have not submitted a replay request

  • Your replay request was rejected, which includes the optional rejection reason

  • Your request expired, either with or without approval
    

• Pending replay request and awaiting approval by all approvers in your organization. You can see the following details about the request:

  • Request status

  • Request date

  • Request expiration date and time

  • Number of approvals, total number of approvals required, and the approver names

  • Request reason (comment)
    

• Approved for replay

Start date and time for recorded content (audio or screen) in the local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. zone. You define the time zone to use in your suite Preferences.

State or province from which the interaction was placed that resulted in a Public Safety interaction. Available only when licensed for Public Safety integration.

Address from which the interaction was placed that resulted in a Public Safety interaction. Available only when licensed for Public Safety integration.

A unique call identifier for the interaction. This value is typically received through CTI or from signaling.

The switch to which the employee logs in.

The name of the target detected on the interaction, as configured by you for a specific target in Risk Management. If no target was detected, the column is blank.

To assist with the quick identification of biometric results, each name includes an icon for the person type.

Provides the confidence level for the associated detection activity. Use the confidence level displayed to evaluate how closely the target voiceprint model stored in the database matches the voice of the person on the interaction.

The Voice Biometrics Library installed determines how confidence level displays. To learn more about how confidence level displays, see Verification and detection scores.

Possible Detection results

Both detections and potential detections display with a target detection score. There is no differentiation between the two results in Risk Management search results.

• A detection is when the score exceeds the minimum detection thresholds configured for the Recorder Analytics Rule and the Minimum score for potential target detections configured for the Voice Biometrics Engine server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system..

• A potential detection results when the score is between the minimum score thresholds configured in the Recorder Analytics Rule and the Minimum score for potential target detections configured for the Voice Biometrics Engine server role.

• To learn more about potential detections, see Target detection.

Numeric value that quantifies the assessment of how closely the voiceprint model stored in the database matches the voice on the interaction.

The numeric score provides precise match results for statistical analysis. The numeric score uses integers and decimals up to the hundredths place.

The Voice Biometrics Library installed determines the score displayed. To learn more about scoring, see Verification and detection scores.

Time elapsed on the interaction audio before the system detected that the voice matches that of the corresponding voiceprint model stored in the database.

Interval of audio processed by the Voice Biometrics Engine while analyzing the voice.

Use this value to determine whether you need to reprocess the interaction using more audio.

The group ID number, which represents a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of traders on the switch.

The name of the group, which represents a collection of traders on the switch.

The Transaction ID is a system identifier that you can use to determine the recording segment used by the suite.

Identifier of the turret on which the interaction occurred.

Name of the physical turret on which the interaction occurred.

The amount of time spent on after-call work for the contact. Relevant for contacts where screen recording took place.

Postal code from which the interaction was placed that resulted in a Public Safety interaction. Available only when licensed for Public Safety integration.