NICE Uptivity Speech Analytics Overview

NICE Uptivity Speech Analytics is a separately licensed module of NICE Uptivity which uses a Search Grid to phonetically analyze audio recordings. You can configure the application to search and index calls using criteria and tags that are important to your organization.

Speech analytics must be installed on a dedicated server separate from call recording and the NICE Uptivity Web Portal. For general server and environmental requirements, see NICE Uptivity Speech Analytics Requirements. Your NICE Uptivity Sales Engineer will provide customized specifications for this server based on your expected call volume and other factors.

The following table following the diagram lists the components involved in a NICE Uptivity system that includes speech analytics, and provides additional detail on each component.

Component Function
NICE Uptivity Server Records the audio and creates the raw call audio files. Manages the writing of files to storage. Creates call record files in the database. The NICE Uptivity Transcoder service creates two call audio WAV files from the raw files. One file is used for QM and reporting; the other file is used for NICE Uptivity Speech Analytics.
NICE Uptivity Database

Stores call records associated with call audio WAV files as well as post-analytic processing data created by NICE Uptivity Speech Analytics and associated with a call record.
NICE Uptivity Speech Analytics Server(s)

Hosts the Search Grid module which provides processing for NICE Uptivity Speech Analytics. In most cases, also provides storage for WAV files produced specifically for speech processing. These recordings are deleted once analysis is complete.
NICE Uptivity Web Portal The NICE Uptivity Web Portal is used for analytics reporting, for viewing speech tags while playing calls, and for administering NICE Uptivity Speech Analytics. Call recordings can be filtered using the Tag Cloud Quick Filter. Tags, confidence levels, and phrases appear with call recordings when they are replayed.

Supported Languages

The 17.2 17.2 release of NICE Uptivity Speech Analytics supports one language at a time. Future releases will support multiple languages within a single implementation. The search grid supports 50+ languages, including (but not limited to):

  • Australian, North American, and UK English
  • Castilian and Latin American Spanish
  • Canadian and European French

Let your NICE Uptivity representative know if you need to use a language other than North American English with your NICE Uptivity Speech Analytics implementation.

Encryption

NICE Uptivity Speech Analytics stereo WAV files are not encrypted. They are deleted permanently once speech processing is complete.

Blackouts

If your organization uses blackouts to protect sensitive data, these blackouts are also applied to the stereo WAV files created for NICE Uptivity Speech Analytics and audio in blacked-out periods is not analyzed. For more information on blackouts, search online help for keyword blackouts or talk to your administrator.

User Permission Settings

Many of the tasks related to NICE Uptivity Speech Analytics are limited by permissions. Depending on the tasks they will perform, NICE Uptivity users must be granted these permissions:

  • Allow Analytics View — Allows the user to view NICE Uptivity Speech Analytics data for calls played from the NICE Uptivity Web Portal
  • Allow Analytics Management — Allows the user to manage NICE Uptivity Speech Analytics configuration
  • Allow Viewing Analytics Reports — Allows the user to run and view reports on NICE Uptivity Speech Analytics

If you need to perform a task and are unable to do so, see your supervisor or NICE Uptivity administrator.

Auditing

Auditing is managed through the NICE Uptivity Web Portal. For more information, search online help for keyword audit log.

Stereo Audio Recordings

Stereo audio recordings greatly improve the performance of NICE Uptivity Speech Analytics, as crosstalk (parties talking at the same time) can be isolated. Within a stereo audio recording, the caller's audio is recorded on one discreet channel for the audio file, and the PBX audio is stored on the other channel. This allows NICE Uptivity Speech Analytics to separate the crosstalk.

Stereo recordings are available on all NICE Uptivity recording integrations with the exception of:

  • Avaya DMCC including Single Step Conference, Multiple Registration, and Service Observe
  • ShoreTel TAPI WAV
  • eOn Service Observe
  • Any recording method using a service observe code via T1

Exception Reporting

NICE Uptivity Speech Analytics can identify what is said and, through exception reports, what is not said. Exception reporting can generate a lot of data depending on the number of speech tags and phrases used and whether agents do or do not use the tags. An accurate estimate of the potential size of the data collected is impossible. Therefore, exception reporting is not enabled by default and should be enabled only after consulting with an NICE Uptivity Sales Engineer.

For example, a customer has 1,000 calls per day. The customer uses 30 tags. The difference in data set size with and without exception reporting can be explained in the following way:

  • 3 tags are found in each call
  • 27 tags are not found in any calls
  • Without exception reporting, 3,000 tag records are created. With exception reporting, an additional 27,000 tag records are created for exceptions.

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