Real-Time Acoustics Condition settings

Real-Time Acoustics offers different acoustic events. To monitor more than one acoustic event, you must create different conditions for each event in the same Recorder Analytics Rule.

Real-Time Acoustics is supported only for stereo recordings.

Condition Setting	Description
Engine Type	Real-Time Acoustics
Acoustic Event	The event to match for the condition. Interruption: Match condition when both the employee and the customer talk simultaneously for a duration that exceeds the Threshold configured for the event. Talk-over between two employees on the same side (channel), during the same 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 not considered an interruption and does not trigger any action. Long Silence: Match condition when both the employee and the customer are simultaneously silent for a duration that exceeds the Threshold configured for the event. Background noise is considered silence time, and triggers the action on exceeding the threshold. Background noise on one side and silence on the other, or simultaneous background noise on both sides, triggers the action on exceeding the threshold.
Threshold	The duration in seconds, permitted for the acoustic event before triggering the action configured for the rule. For example, setting a Threshold of 3 seconds for Interruption, triggers the action when talk-over exceeds 3 seconds.

Condition Setting

Description

Engine Type

Real-Time Acoustics

Acoustic Event

The event to match for the condition.

Interruption: Match condition when both the employee and the customer talk simultaneously for a duration that exceeds the Threshold configured for the event.

Talk-over between two employees on the same side (channel), during the same 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 not considered an interruption and does not trigger any action.
Long Silence: Match condition when both the employee and the customer are simultaneously silent for a duration that exceeds the Threshold configured for the event.

Background noise is considered silence time, and triggers the action on exceeding the threshold.

Background noise on one side and silence on the other, or simultaneous background noise on both sides, triggers the action on exceeding the threshold.

Threshold

The duration in seconds, permitted for the acoustic event before triggering the action configured for the rule.

For example, setting a Threshold of 3 seconds for Interruption, triggers the action when talk-over exceeds 3 seconds.