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.
Important: Ensure that you do not create the same criteria expression for two different languages when editing a criteria expression. If you create the same criteria expression for two different languages, this will create a system conflict and NICE Uptivity Speech Analytics will create a phonetic index file for only one of the languages, not both. Each criteria expression must be unique.
- Click Administration → Add-Ons → Analytics → Analytic Criterion List.
- Click Add to create a new expression, Edit to change an existing item or expression, or Delete to remove an existing item or expression.
- If you clicked Add, enter a meaningful Name for the expression.
- Select a Language code from the drop-down list. This field is required.
- Using the available fields, enter your criteria Expression and then click Save.
- You will need to use conditional operators to create your expression.
Learn more about the available fields
Field
Description
- 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 Acronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. / PBXAn acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office. (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
An acronym for Automatic Number Identification - ANI is a service of telecommunications carriers, which identifies the telephone number of the calling party. It is commonly used for billing, call routing and database synchronization. There are several specific technologies that fit under the umbrella of ANI, including caller ID.Number of the calling party as provided from the telecommunications carrier (also known as CallerID). Available for inbound calls only. - DNIS
An acronym for Dialed Number Indentification Service - A carrier service for 800/888 and 900 numbers that forwards the number dialed by the caller to the number that reaches the agent.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.
Conditional Operators
Conditional operators can be used to combine multiple identifiers in analytic criteria expressions. For example, "deviceid!=0" would index all audio files. Similarly, "gate==1" would index all audio files for calls that came through Gate 1. An expression can be no more than 255 characters.
The following table identifies the operators supported in NICE Uptivity Speech Analytics.
| Conditional Operators | Boolean Operators | ||
|---|---|---|---|
| == | Equal to | && | Boolean AND operator |
| != | Not equal to | | | | Boolean OR operator |
| > | Greater than | ( ) | Parenthesis used for grouping and precedence |
| < | Less than | ||
| >= | Greater than or equal to | ||
| <= | Less than or equal to | ||
|
, or " |
Both single and double quotes can be used to signify strings in expressions. | ||
