Common Real‑Time Streaming Condition settings

Common Real‑Time Streaming (CRTS) offers different options to monitor spoken terms, and define the conditions to be met in the Recorder Analytics Rule. Refer to the condition settings you can configure for CRTS and understand how they control timing, category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. matching, and speaker‑based evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer..

CRTS category processing

CRTS runs all processing in the cloud and uses its own classification logic. It analyzes real‑time audio streams and applies cloud‑based rules, models, and decision engines to determine category outcomes.

Segment processing

Except for the Near 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. start condition setting, Common Real‑Time Streaming processing is segment-based. If interactions span multiple segments, the analytics process restarts for every segment, without any knowledge of prior segments. As a result, you can see issues with Common Real‑Time Streaming conditions, including but not limited to the following:

The From segment start and Before call end conditions relate to the start and end of each segment and can falsely trigger near a segment break.
The Near and Followed By conditions cannot handle matches that span a segment break, so valid triggers can be missed.
The Not Followed By condition can falsely trigger at a segment break.

Condition Setting	Description
Engine Type	Common Real‑Time Streaming
Category	The predefined or user-defined real-time category to monitor for this condition. The following categories are available: Billing issue Customer complaint Product inquiry Technical support
When	The point in the interaction when the terms and phrases from the selected Category must be detected.
	Anywhere in the call: Matches condition when a word or phrase defined in the selected Category is spoken at any time during the interaction.
	Not followed by: Match condition only when the terms or phrases defined in the first Category selected are detected and the terms or phrases in the second Category are not detected within the specified number of seconds. Category: The second category to compare to the first Category. Within (seconds): The maximum time permitted in seconds, between the terms or phrases detected from the first Category and the words or phrases not detected from the second Category. The default setting is 5 seconds. The minimum setting is 1 second and the maximum setting is 7200 seconds. For example, a time of within 30 seconds means that the condition is met only if the terms or phrases from the first Category are detected, and then the terms or phrases in the second Category are not detected, within the next 30 seconds.
	Near interaction start: Match condition only when terms or phrases from the selected Category are detected within the specified number of seconds from the beginning of the interaction. Use this option to find category matches within the configured duration relative to the actual beginning of the interaction, potentially spanning segments when all or part of the segments fall within the number of seconds specified. Within (seconds): The maximum time permitted, in seconds, from the beginning of the interaction for the terms or phrases from the selected Category. The default setting is 5 seconds. The minimum setting is 1 second and the maximum setting is 7200 seconds.
	From segment start: Match condition only when terms or phrases from the selected Category are detected within the specified number of seconds from the beginning of the segment. Within (seconds): The maximum time permitted, in seconds, from the beginning of the segment for the terms or phrases from the selected Category. The default setting is 5 seconds. The minimum setting is 1 second and the maximum setting is 7200 seconds.
	Before call end: Match condition only when terms or phrases from the selected Category are detected within the specified number of seconds before the end of the segment. Within (seconds): The maximum time permitted in seconds from the end of the segment for the terms or phrases from the selected Category . The default setting is 5 seconds. The minimum setting is 1 second and the maximum setting is 7200 seconds.
	Followed by: Match condition only when the terms or phrases defined in the first Category selected are detected within the specified number of seconds after the words or phrases defined in the second Category. Category: The second Category to compare to the first Category. Within (seconds): The maximum time permitted in seconds, between the terms or phrases detected from the first Category and the words or phrases detected from the second Category. For example, a time of within 30 seconds means that the condition is met only if the terms or phrases from the first Category are spoken, and then the terms or phrases in the second category are also spoken within the next 30 seconds. The default setting is 5 seconds, with a minimum of 1 and a maximum of 7200 seconds, supported.
	Near: Match condition when any 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. or phrase defined in the first Category or any term or phrase defined in the second Category are detected within the specified number of seconds of each other. The order in which the words or phrases are detected is irrelevant. This condition is true whenever the terms or phrases defined in either Category are detected within the specified number of seconds of each other. Category: The second Category to compare to the first Category. Within (seconds): The maximum time in seconds, between the terms or phrases detected from the first Category and the words or phrases detected from the second Category. The default setting is 5 seconds, with a minimum of 1 and a maximum of 7200 seconds, supported. For example, within 30 seconds means that the condition is met when the terms or phrases from the first Category or from the second Category are detected within 30 seconds of each other.
Side	The channel or the speaker type to match for the condition. All: Match condition when spoken by either employee or customer. For the same condition, the speaker type selected must be valid for the When value. If the When value requires two sets of Categories, you cannot match the condition based on events in both channels. The condition always applies to the same channel. For example, when using the All option: Near: A condition that triggers when "change" is spoken near the phrase "credit card" requires that either the employee or the customer speaks both terms. Followed by: A condition that triggers when "account" is spoken, followed by the word "cancel", requires that both terms are spoken by either the employee or the customer. Not followed by: A condition that triggers when "cancel your account" is spoken, but not followed by "help", requires that whoever (customer or employee) speaks the first term does not speak the second term within the given time interval, regardless of what the other person speaks. Employee: Match condition only when spoken by employee. Customer: Match condition only when spoken by customer. For Positive and Negative Customer Sentiment categories, select only Customer.