Analytic classification rules add speech tags to user fields in call recording records. Users can then search for these call records in the NICE Uptivity Web Portal. This feature is only available if your system is configured with NICE Uptivity Speech Analytics.
For example, create rules to classify calls by:
- Product or service.
- Marketing campaign or promotion.
- Resolution or non-resolution.
- Poor service.
- Compliance or non-compliance.
Classification rules:
- Can only be applied to new calls; calls that existed prior to a rule's creation cannot be classified.
- Do not indicate when a tag occurred in a call.
- Do not affect Tag Cloud quick filter.
- Are not used in pre-built reports. Tags placed in user fields can be used in ad hoc call recording reports.
You can use analytic classification rules to insert, replace, or append data to any of the user data fields, the ACD Group field, or the ACD Gate field. Consider the following when deciding what action your rule should take:
- User data fields have varying size limits. For example, the User1 field is limited to 20 characters. When you create the rule, NICE Uptivity will warn you if your data exceeds the field limit. However, if the rule could append data that would exceed the limit, NICE Uptivity will not append that new data.
- User data fields can also be updated by other means, such as NICE Uptivity Desktop Analytics, NICE Uptivity On-Demand, an API call to another application, or manually in the Web Portal. The ACD Gate and ACD Group fields are typically populated via your telephony integration. Be sure that the field used in your rule is not already being used for another purpose, especially if you choose to replace existing data.
