Complete prerequisite tasks

In some cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., you must complete prerequisite tasks before you can configure the Actions screen. The prerequisite tasks you must complete depend on the action(s) you want the rule to execute.

The three prerequisite tasks include:

• Create a notification rule - Complete this task if you want the system to notify employees when the Recorder Analytics Rule conditions are met on 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 system can notify employees through either email, a desktop pop-up, Work Assist notification, or a DPA action when the rule conditions are met. You will associate the notification rule created in this task to a Notify Using Alert Rule action when you configure Actions on the Actions screen.

• Configure custom attributes - Complete this task if you want the system to tag the interaction metadata with a user-defined text string (contained in a Custom Data field) when the Recorder Analytics Rule conditions are met on an interaction. You will associate the custom attribute configured in this task to a Tag the Attribute action when you configure actions on the Actions screen.

• Create a Risk Management case - Complete this task if you want the system to assign an interaction recording to a specific Risk Management case when the Recorder Analytics Rule conditions are met on an interaction. The caller is routed to the user to whom the case is assigned so that the user can review the interaction. You will associate the case created in this task to an Assign the Case action when you configure action on the Actions screen.

If you do not want the Recorder Analytics Rule to execute a Notify Using Alert Rule, Tag the Attribute, or Assign Call to Case action, skip this procedure and continue to Configure Actions.

Create a notification rule

For the Recorder Analytics Rule to execute a Notify Using Alert Rule action, you must create a notification rule that supports the type of notification you want the Notify Using Alert Rule action to trigger. The possible notification types are:

• Email

• Desktop pop-up

• Work Assist notifier

• DPA action

Use one of the Real-Time Analytics (RTA) Framework organization alert rule types to configure notification alerts for Recorder Analytics Rules. For RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time., if you have already created a notification rule or if you are following instructions in the 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. Setup Guide, skip the task.

Create and configure one of the following types of organization alert rules. After creation, the alert rules are available for use when configuring actions in a Recorder Analytics Rule.

The procedure for creating the notification rule is summarized below.

1. Select Tracking > Notifications > Organization Rules.

   If the Organization Rules menu option is not present on your system, select Tracking > Notifications > System Rules instead. (Some deployments do not support organization rules.)

2. Click Create.

3. Follow the instructions in the online help (or the Framework Applications Server role in the Data Center that provides the system’s core applications. It is a mandatory server role in the system and required for all packages. System Administration Guide) for details about creating the rule. Note the following:

   • Select the Enabled box. The notification rule must be enabled to be used in a Recorder Analytics Rule.

   • In the Rule drop-down box, select a rule type:

     • For Voice Biometrics, select Biometrics Notifications (Organization) or Biometrics Notification (System).

     • For Real-Time Speech Analytics, select Real Time Speech Notifications.

     • For Real-Time Acoustics, select Analytics Notifications (Organization).

   • Configure the Action: Send Email section if you want the system to send an email to specific people when the conditions of the Recorder Analytics Rule are met.

   • Configure the Action: Send Desktop Messaging Application that allows sending pop-up messages to employees by selecting the recipients' name, login or role within the organization. Alert section if you want the system launch a desktop pop-up when the conditions of the Recorder Analytics Rule are met.

   • Configure the Action: Send DPA Alert section if you want the system to send a DPA alert when the conditions of the Recorder Analytics Rule are met.

   • Configure the Action: Send Work Assist Notifier Alert section if you want the system to display a message in Work Assist when the conditions of the Recorder Analytics Rule are met.

You will assign this Organization rule (or System rule) to the Recorder Analytics Rule in a subsequent procedure.

Configure custom attributes

If you want the Recorder Analytics Rule to execute a Tag the Attribute action (that is, tag the interaction metadata with a user-defined text string), the associated text string must be stored in a Custom Data attribute.

You can skip this prerequisite task if you are following instructions in the Real-Time Speech Analytics Setup Guide and have already enabled a Custom Data field and mapped a Custom Data attribute to the field.

To complete this prerequisite task you enable a Custom Data field, create a Custom Data attribute, and then map the Custom Data attribute to the Custom Data field.

For example:

1. Select Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. > Administration > Custom Data.

2. Edit a custom data field (enable a data field and set its source to CTI). Follow the instructions in the Custom Data tool online help if necessary.

3. Select Recording Management > Custom Data > Attributes.

4. Click Create.

5. Create and save a custom attribute of the Data Type String. (This custom attribute must be of a size that is sufficient to hold the text string that you want to tag to the interaction metadata).

6. Select Recording Management > Custom Data > Custom Data Mapping.

7. From the Attribute Mapping drop-down list for the custom data field created in step 2, select the attribute you created in step 4.

You will assign this custom data attribute to the Recorder Analytics Rule in a subsequent procedure.

Create a Risk Management case

If you want the Recorder Analytics Rule to execute an Assign Call to Case action, create the case to which you want the interactions assigned. Use Risk Management to create cases.

The cases to which interactions are assigned are accessible from Risk Management.

Related topics 

Configure Actions.