System derived events list

System derived events list

The system has a set of events that take place during an 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..

This table lists the events from which the system automatically derives tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events..

Event Related To…	Derived Event
Employee Type Events	Agent_Busy_With_Followup
	Agent_Followup_Complete
	After_Call_Timer_Expired
Recording Channel	System_Error
CTI	Alerting
	Begin_Call
	Conferenced
	Connect
	Disconnect
	End_Call
	Held
	Queued
	Rejected
	Retrieved
	Routed
	Transferred
	Data Changed
External API	Contact_Block
	Contact_Data
	Contact_Start_Record
	Contact_Stop_Record
	Contact_Pause_Record
	Contact_Resume_Record
Recorder	Channel_Error
	Audio Quality
	Other
Real-Time Speech Engine	Term: detected value Any specific, pre-configured words, or phrases detected during calls that are being recorded. This event is only available if your enterprise has purchased the license for the Real-Time 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. feature. Data Masking Start Data Masking End
Voice Biometrics	Voiceprint match events: Customer Match Employee Match Target Match Condition events: Detection Potential Detection Employee Verified Customer Verified Employee Not Verified Customer Not Verified Employee No Voiceprint Customer No Voiceprint Employee No Attributes Customer No Attributes Other events: Processing Completed Processing Error
Recorder Metadata Engine	Watch List: detected watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise.
Desktop Process Analytics (DPA)	Data Masking Start Data Masking End

Related topics

Voice biometric events