Configure Rule Settings

Define the name, engine type or types to associate with the Recorder Analytics Rule, and enable the rule to activate it.

The licenses enabled in your system determine the engine types available.

The 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. engines support recordings in stereo mode.

Before you begin

Review Rule settings

Procedure

Select Recording Management. Go to Recorder Analytics Rules, and select Recorder Analytics Rules.
Select Rule Settings.
Select Create new Rule.
Under General Settings:
1. Enter a Name for the rule.
2. Optional. Enter a meaningful Description for the rule.
3. If you are the Service Provider Administrator of a multi-tenant system, in the Tenant field, do one of the following to associate the Recorder Analytics Rule:
  - To assign to a specific tenant, select the tenant.
  - To assign to all tenants, select All.
  - To assign to a specific provider, select Reserved for Provider.
4. To activate the rule, select Enabled.
Select one or more Engine Types:
- Common Real‑Time Streaming: To apply category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions.‑based conditions for bots that support category matching. This engine is a cloud‑based, real‑time processing engine that handles how live voice interactions are streamed and processed by real‑time voice bots. It replaces the Real-time Linguistics (remote) engine and provides the foundation for newer bot‑driven capabilities.
- Metadata Detection: To perform Metadata Detection.
- Real-Time Acoustics: To detect silence time or cross-talk in interactions, and activate real-time assistance.
- Real-time Linguistics (remote): To detect terms spoken in predefined real-time categories, or custom real-time categories for users with Speech Analytics, and activate real-time assistance. This engine performs the same functions as the Real-time Speech Analytics engine, except this engine does analytics processing in the cloud rather than on the server on which 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. is recorded. This approach conserves Recorder processing resources.
- Real-Time Speech Analytics: To detect terms spoken in predefined real-time categories, or custom real-time categories for users with Speech Analytics, and activate real-time assistance. With this engine, analytics processing is performed locally on the server on which an interaction is recorded.
- Risk Assessment: To implement the Risk Assessment Tactical solution, when voice biometrics is deployed in conjunction with the Victrio Management service.
- Voice Biometrics: To perform identity 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. or target 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..
- Voice Enrollment: To perform 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..
To verify that there are no configuration issues, do the following:
- To detect configuration problems with recording systems, click Check Configuration.
- To see the status of configuration changes the Enterprise Manager application is currently processing, click Configuration Messages Status.
Click Save Changes.

You cannot change the tenant after clicking Save. To change the tenant, you must delete the existing rule and create a new rule.

What to do next

Configure Call Selection