Configure Actions

Configure the actions to trigger for the Recorder Analytics Rule and the action frequency. If you omit conditions for the rule, the actions trigger for every recording that matches the Call Selection criteria. You can configure single or multiple actions for the same rule. To assign the interactions to a folder, to tag attributes, or send notifications, you must predefine folders, custom data attributes, and the notification settings.

Consider the following guidelines for actions:

Automatic enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call. rules do not require actions. The enrollment activity itself can be viewed as the rule’s action.
For verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. and detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call., you most likely will require actions based on the verification or detection result.

Before you begin

Optional: Configure Conditions
Based on the action to execute:
Review Actions settings and Action types and options

Procedure

Select Actions.
Select the Action Frequency:
- First Match: The default. The Recorder Analytics Rule executes its actions once for the 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., when the conditions match for the first time during the interaction, even if the conditions match multiple times later during the interaction.
  A frequency of First Match applies to the entire session across all events. For example, hold and resume events result in one session. If a condition is true before a hold and then again after the interaction resumes, execution of the action does not repeat.
- Every Match: The Recorder Analytics Rule triggers the actions multiple times during an interaction, every time the conditions match during the interaction.
To define Rule Actions, select Create New Action.
From the Action Type list, select the action to execute when the rule conditions are met:
- To assign the interaction to a predefined case, select Assign Call to Case and then select the Case to which to assign the interaction.
- To post the XML file with the set of interactions that matched the rule, select External URL, and in the URL field, type the URL.
- To send notifications to employees by email or desktop pop-ups, select Notify Using Alert Rule, and then select the Alert Rule that matches the engine.
- To tag a Custom Data field to the interaction metadata, select Tag the Attribute, and then select the Attribute and define the Value to assign to the attribute.
  
  In a Multi-Tenant SaaS environment, the tenant to which a custom attribute belongs appears in parentheses next to the custom attribute. (When a tenant user creates a custom attribute, the custom attribute is automatically assigned to the same tenant as the tenant user.)
Click Save Changes .