Action types and options

Use the Add/Edit Actions screen to create a new Recorder Analytics Rule action, or edit an existing action.

The table below describes each action type and the configuration settings for each action type.

Action type	Configuration Settings
Assign Call to Case	Assign 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. to a predefined case. The interaction is routed to the user associated with the case to which the interaction is assigned. If you select this action, configure this field: Case: Select the case to which the interaction is routed. The interaction is then available to the user assigned to the case. When the 2021R1 - Legal Hold licensing feature flag is turned off, this Action type becomes Assign Call to Folder rather than Assign Call to Case. In this scenario, wherever the term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. "case" appears in this documentation, assume that the term is "folder" instead.
External URL	Make the results of its operations available for use by an external system. This action is useful when integrating the Real-Time Analytics (RTA) Framework with an external system such as a Customer Relationship Management (CRM) system. With this action, the Real-Time Analytics (RTA) Framework does the following when the conditions of a Recorder Analytics Rule are met on an interaction: Inserts the results of the Real-Time Analytics (RTA) Framework operation performed by the Recorder Analytics Rule into an XML file. Posts this XML file to the configured URL (through HTTP POST). If you select this action, configure this field: URL: Type the URL to which the XML file containing the results of the rule operation is posted. The customer is responsible for the modifications to the external system that enable that system to process the XML file produced and posted by this action. Do not use this action unless the external system has been modified to process the XML file. In Multi-Tenant SaaS environments: Each tenant must provide a web server to which the external URL action posts. Do not use the same external action URL for multiple tenants.
Notify Using Alert Rule	Notify (or alert) an employee when the conditions of a Recorder Analytics Rule are met on an interaction. An Alert action can notify employees in the following ways: Send a notification email to an employee Launch a pop-up window on an employee’s desktop (your enterprise must have a license for the Screen Pop-up Notification feature to use this action). Send a message to Work Assist If you select this action: Alert Rule: Select the Organization or System alert rule that alerts employees by email, desktop pop-up, or DPA action.
Tag the Attribute	Tag the interaction with a specific user-defined text string when the rule conditions of a Recorder Analytics Rule are met on an interaction. When searching for interactions, users can enter this text string to search for all interaction recordings in which the conditions of a specific Recorder Analytics Rule were met. If you select this action, configure these fields: Attribute: Select the custom attribute created to contain the text string that is tagged to the interaction metadata. Value: Type the text string that you want this action to tag to the interaction metadata.