Configure Conditions

Configure the optional conditions to match for the Recorder Analytics Rule. If you define conditions, the conditions must match before any rule actions trigger. If you omit conditions and define actions, the rule triggers for every recording that matches the Call Selection criteria selected for the rule. If you have selected more than one engine type for the rule, configure conditions for each engine type.

Consider the following guidelines for conditions:

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 conditions. The enrollment activity itself can be viewed as the result for the rule.
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 conditions to take some kind of action based on the verification or detection result.
If you only have the RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time. Transcription Stream license, and select only the RTSA Engine on the Analytics Rule, that condition tab of the rule does not allow you to add conditions, as none are required.

Before you begin

Procedure

Select Conditions.
Select the condition logic for the condition group:
- Match All: To match every one of the individual conditions in the group.
- Match At Least One: To match any one of the individual conditions in the group.
Select the condition group, and select Add Condition.
From the Engine Type list, select the engine for which to configure conditions.
For Voice Biometrics or Voice Enrollment, select the Value.
For Real-Time Acoustics, do the following:
1. From the Event list, select either Interruptions or Long Silence as the acoustic event to monitor.
2. Define the Threshold for the event, in seconds.
For Real-Time Speech Analytics, do the following:
1. Select the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). with the predefined or user-defined real-time categories.
2. From the Category list, select the predefined or user-defined real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. to monitor.
  
  For Sensitive Data Masking, select Speech driven masking category.
3. Select the location or point in 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 words or phrases defined in the selected category must be detected.
  
  For Sensitive Data Masking, keep the default value Anywhere in call.
4. Select the Side (channel) to which the condition applies.
  
  For Sensitive Data Masking, select All.
  
  For Negative and Positive Customer Sentiment categories, select Customer.
5. For Within (seconds), define the length of time within which to detect the terms in the context of When.
For Real-time Linguistics (remote), do the following:
1. Select the Project with the predefined or user-defined real-time categories.
2. From the Category list, select the predefined or user-defined real-time category to monitor.
  
  For Sensitive Data Masking, select Speech driven masking category.
3. Select the location or point in the interactionWhen the words or phrases defined in the selected category must be detected.
  
  For Sensitive Data Masking, keep the default value Anywhere in call.
4. Select the Side (channel) to which the condition applies.
  
  For Sensitive Data Masking, select All.
  
  For Negative and Positive Customer Sentiment categories, select Customer.
5. For Within (seconds), define the length of time within which to detect the terms in the context of When.
For Metadata Detection, do the following:
1. Operator: Select In Watch list to detect when a metadata attribute value specified in a watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise. is detected on the interaction. .
2. Watchlist - Select the watch list that specifies the metadata attribute values you want to detect on the interaction. This field displays only when Metadata Detection is selected in step c.
Select Save to save the condition settings.
Do one of the following:
- To create more individual conditions for this condition group, repeat step 3 through step 7.
- To create a nested condition group for any individual condition, continue from step 11.
To create individual conditions for the nested condition group, do one of the following.
- Match All: Select this if Match at least one is the parent condition group.
- Match At Least One : Select this if Match All is the parent condition group.
Select Save to save the condition settings.

What to do next

Configure Actions