Actions settings

Actions define the actions that the Recorder Analytics Rule executes when the rule conditions are met.

Actions setting	Description
Action Frequency	Determines if a Recorder Analytics Rule executes its actions once or multiple times when conditions are met 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.. The available options are First Match (default) and Every Match. First Match: The Recorder Analytics Rule executes the actions only once during an individual interaction, when the conditions configured for the rule are met for the first time in the interaction. The actions are not executed If the condition or conditions are met later in the interaction. For example, if a rule has one Match All condition group configured, the rule executes its actions the first time all individual conditions in this condition group are true. The rule does not execute the actions a second time, even if all individual conditions are true later in the interaction. Every Match: The executes its actions multiple times during an individual , every time the conditions configured for the rule are matched. For example, if a rule has one Match at least one condition group configured, the rule executes its actions the first time an individual condition within the condition group is true on an interaction. The rule will execute its actions repeatedly if individual conditions become true repeatedly during the interaction. Nested condition groups: If you configure nested condition groups, the rule execute its actions the first time during the interaction only when and if the complete set of conditions are true. However, after the complete screen configuration is true for the first time, the rule executes its actions each time any individual condition is true. For example, assume you have this nested condition group configuration: Match All Match at least one In this configuration, the rule execute its actions for the first time only when all conditions in the Match All condition group are true, AND at least one condition in the Match at least one condition group is true. However, once the rule has executed its actions the first time, the rule will execute its actions each time any individual condition in the Match All condition group is true, and any individual condition in the Match at least one condition group is true.

Actions setting

Description

Action Frequency

Determines if a Recorder Analytics Rule executes its actions once or multiple times when conditions are met 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..

The available options are First Match (default) and Every Match.

First Match: The Recorder Analytics Rule executes the actions only once during an individual interaction, when the conditions configured for the rule are met for the first time in the interaction.

The actions are not executed If the condition or conditions are met later in the interaction.

For example, if a rule has one Match All condition group configured, the rule executes its actions the first time all individual conditions in this condition group are true. The rule does not execute the actions a second time, even if all individual conditions are true later in the interaction.
Every Match: The executes its actions multiple times during an individual , every time the conditions configured for the rule are matched.

For example, if a rule has one Match at least one condition group configured, the rule executes its actions the first time an individual condition within the condition group is true on an interaction. The rule will execute its actions repeatedly if individual conditions become true repeatedly during the interaction.

Nested condition groups:

If you configure nested condition groups, the rule execute its actions the first time during the interaction only when and if the complete set of conditions are true.

However, after the complete screen configuration is true for the first time, the rule executes its actions each time any individual condition is true.

For example, assume you have this nested condition group configuration:

Match All

Match at least one

In this configuration, the rule execute its actions for the first time only when all conditions in the Match All condition group are true, AND at least one condition in the Match at least one condition group is true.

However, once the rule has executed its actions the first time, the rule will execute its actions each time any individual condition in the Match All condition group is true, and any individual condition in the Match at least one condition group is true.