Available Criteria Fields
The speech search engine uses analytic criteria expressions to identify call audio files for indexing and searching. The list criteria are compared against call records in the NICE Uptivity database, and the audio files associated with the selected once. All calls will be indexed and analyzed if no criteria are specified.
For more information, see Criteria Overview.
The fields available to you can vary depending on the data your telephony service passes to NICE Uptivity when calls are recorded. The following fields are supported for use as identifiers in analytic criterion and criteria expressions:
- Recordid
- Identifier that represents the call record in the NICE Uptivity database.
- Agentid
- Identifier that represents the agent in the NICE Uptivity database.
- Agentingroup
- Identifier based on Uptivity Groups. You must use the ID number assigned to the group by NICE Uptivity (for example, agentnotingroup(50)), which can be seen on the Groups page or obtained from your NICE Uptivity administrator.
- Agentnotingroup
- Identifier based on Uptivity Groups. You must use the ID number assigned to the group by NICE Uptivity (for example, agentnotingroup(50)), which can be seen on the Groups page or obtained from your NICE Uptivity administrator.
- DeviceID
- "Hardware" identifier in your ACD/PBX (for example, Position ID, Phone Port, DN, or Extension).
- Devicealias
- Agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth).
- ANI
- Number of the calling party as provided from the telecommunications carrier (also known as CallerID). Available for inbound calls only.
- DNIS
- For inbound calls, the number the caller dialed to reach you. For outbound calls, the number your agent dialed.
- Sgroup
- Group setting in your ACD/PBX (for example, Hunt Group, Skill Group, or Labor Group).
- Gate
- Call gate or queue setting in your ACD/PBX (for example, Application, Split, Gate, and so forth).
- User1 - User15
- User-defined fields available in the Web Portal. Values specified on that page do not appear in the identifiers list, so you must know what terms match which user#. For example, if your system is configured to include a customer number in User8, and you want to build an analytic criteria expression that uses that customer number, you would include “User8” in your expression.
When ANI or DNIS are used, the numerical value must be in quotes to make it a string comparison (dnis=="6207") instead of an integer comparison (dnis==6207). Otherwise, if the DNIS is too long, NICE Uptivity Speech Analytics may stall and generate errors while trying to store the integer.