Tags tab
Tags are time-stamped information items that are appended to 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. at different points of interest, either manually or automatically by the system. Using tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events., you can get to the part of the interaction that is interesting to you quickly during 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..
Types of tags
The system supports the following tags:
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Annotations: Textual comments that are manually appended to interactions at a specific moment of interest. Annotations can also optionally include links, for example, to an external server maintained by the customer. Annotations can be associated to evaluations and assessments while completing them, to relate a moment in the interaction to a component on a form. To make secure operation available, annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. can either be defined as private or public:
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Private annotations: Only the person who created them can view them, or any other person who has a specific 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. to view other private annotations
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Public annotations: Anyone who has a privilege to view public annotations can view them
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Events: Actions that take place during an interaction that are automatically appended to it during recording. These actions are automatically derived from event sources:
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CTI events (such as hold, conference, start recording, and alarms)
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Recorder events (such as start recording and audio quality statistics, and sensitive data masking start and end tags). Audio quality statistics are tagged using the existing Data Event.
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Example: Benefit of tags
You want to understand the root cause for a long hold time in an interaction. Therefore, you can play back the interaction from the time the hold took place, by clicking the corresponding hold tag (which the system automatically creates).
If the customer raised their voice during the interaction, you can manually attach a tag to this part of the interaction. When you play back the interaction, you can easily locate this part of the conversation by clicking the tag you attached.
If you are using redaction, 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. can redact the media between data masking tags during playback and download of interactions.