Call Selection settings

Call Selection settings determine if the Recorder Analytics Rule analyzes real-time interactions or historical interactions. Real-time calls are interactions that are analyzed as they are being recorded. Historical calls are previously recorded interactions in a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads..

Setting	Description
Process All Real-time Calls	The first of two options to select real-time interactions for the Recorder Analytics Rule. Process and analyze interactions with an active Recorder Analytics Framework Comprises the Recorder-based set of components shared by all the Real-Time Analytics (RTA) Framework solutions, part of Real-Time Speech Analytics as well as Identity Authentication and Fraud Detection (IAFD, also known as voice biometrics). 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. and a real-time engine type selected for the rule, as they are recorded. Do not use this option for Real-Time Acoustics and 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., as it can overload the recorders. Use this option only in lab enviroments. It is recommended to select the Real-time Call Selection option.
Real-time Call Selection	The second of the two options available to select real-time interactions for the Recorder Analytics Rule. Process and analyze interactions in real-time according to one or more recording rules. This option is recommended for Real-Time Acoustics and Real-Time Speech Analytics.f To select the recording rules by which to process the calls, move the required rules from the Available Recording Rules to the list of Selected Recording Rules. The Available Recording Rules box lists the capture rules you created and the capture rules that are shared with your organization, group, or user account. In a multi-tenant SaaS environment, only the recording rules associated to the same tenant as the Recorder Analytics Rule are available. For customers: Recording rules are configured under Recording Management > Capture Source > Capture Rules. For administrators: Recording rules are configured under Recording Management > Recording Rules > Settings.
Historical Call Selection	Process historical interactions according to the selected campaigns. Historical call selection includes near real-time call selection. To select the campaigns by which to process the interactions, move the campaigns from the Available Campaigns to the list of Selected Campaigns. Campaigns are configured under the Recording Management > Campaign menu. Note: Historical call selection is not valid for Real-Time Acoustics and Real-Time Speech Analytics.

Setting

Description

Process All Real-time Calls

The first of two options to select real-time interactions for the Recorder Analytics Rule.

Process and analyze interactions with an active Recorder Analytics Framework Comprises the Recorder-based set of components shared by all the Real-Time Analytics (RTA) Framework solutions, part of Real-Time Speech Analytics as well as Identity Authentication and Fraud Detection (IAFD, also known as voice biometrics). 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. and a real-time engine type selected for the rule, as they are recorded.

Do not use this option for Real-Time Acoustics and 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., as it can overload the recorders. Use this option only in lab enviroments.

It is recommended to select the Real-time Call Selection option.

Real-time Call Selection

The second of the two options available to select real-time interactions for the Recorder Analytics Rule.

Process and analyze interactions in real-time according to one or more recording rules.

This option is recommended for Real-Time Acoustics and Real-Time Speech Analytics.f

To select the recording rules by which to process the calls, move the required rules from the Available Recording Rules to the list of Selected Recording Rules.

The Available Recording Rules box lists the capture rules you created and the capture rules that are shared with your organization, group, or user account.

In a multi-tenant SaaS environment, only the recording rules associated to the same tenant as the Recorder Analytics Rule are available.

For customers: Recording rules are configured under Recording Management > Capture Source > Capture Rules.

For administrators: Recording rules are configured under Recording Management > Recording Rules > Settings.

Historical Call Selection

Process historical interactions according to the selected campaigns. Historical call selection includes near real-time call selection.

To select the campaigns by which to process the interactions, move the campaigns from the Available Campaigns to the list of Selected Campaigns.

Campaigns are configured under the Recording Management > Campaign menu.

Note: Historical call selection is not valid for Real-Time Acoustics and Real-Time Speech Analytics.