Manage Analytic Tags

Analytic tags specify the words and phrases the speech search engine will search for in index files. The search process is continuous as long as new calls and index files are created. Once created, analytic tags can be enabled / disabled and copied.

Create Tags

  1. Navigate to this page in the NICE Uptivity Web Portal, go to Administration → Add-Ons → Analytic Tag List.
  2. Click Add.
  3. Configure the Analytic Tag Settings.

    Field

    Description

    Name
    		Names should reflect the search words or the purpose of the search.
    Earliest Pat Creation Time
    		An informational field that indicates the earliest date of retained historical PATs (phonetic access tracks) that can be reprocessed by NICE Uptivity Speech Analytics.
    Effective Start / End Dates
    		Enter effective start and end dates to have the engine search index files for phrases in calls that occurred during an interval of time. For example, a client may have a timed promotion and wants calls for that promotion analyzed. Start Date can be prior to the current date. It should not be earlier than the oldest retained index file. For example, if today is July 31 and index files are retained for 30 days, then Start Date should be no earlier than July 1. If no Start Date is specified, the engine tries to search all index files ever created even if they have been deleted. This behavior can cause delays of days or weeks in indexing and searching. If no End Date is specified, the engine searches future calls for the tags. If you do not know how long your index files are retained, contact NICE Uptivity Support.
    Enabled
    		As an alternative to setting start and end dates, you can select a status from this drop-down list. There is no limit to the number of times a tag can be disabled / enabled as long as no End Date is entered.
    Target Confidence
    		Confidence level is a numeric percentage that represents the likelihood the phrase identified actually matches the searched-for phrase. The speech search engine assigns a confidence level to every phrase it finds. If a phrase's confidence level is below the target, it is not included in the results. You can type a number in the field or drag the slider bar.
    Criteria
    		Optional. If no criteria expression is specified from the drop-down list, the tag will be applied to all calls analyzed. For more information, see Analytics Criteria Overview.
    Group
    		Optional. Select from the available tag groups to associate this tag with other tags. If no group is specified, the tag will not appear on some reports. For more information, see Analytic Tag Groups Overview.
    Match Position
    		Optional. Allows you to specify the part of the call in which a phrase occurs. From a drop-down list, you can select Any part of the call, Seconds from the beginning, or Seconds from the end. When you select either of the latter two, a field appears in which you can type a number of seconds.
    Phrases

    Enter a search phrase. Click Add to type phrases or click the X to delete a phrase. This field, including all phrases and spaces, is limited to 255 characters. In the following image, there are five phrases with a total of 98 characters (including spaces) that count toward the 255-character field limit. If you need additional phrases, you must create additional tags. You may want to first type your phrases in Microsoft Word, and then use its word count functionality to identify the number of characters.

    Only alphabetical characters (letters) are valid values for the Phrases field. Numbers and special characters (other than an underscore) are NOT valid in the Phrases field. You must spell out numbers.

  4. If you want to, specify an Effective Start Date before today's date to reprocess historical PAT (phonetic access track) files and identify the tags you specified. Use the date provided by the Earliest Pat Creation Date field to determine the earliest date that you can specify.

    Reprocessing historical index files can delay the processing of new recordings. It is best practice that you create new analytics tags with historical reprocessing during your contact center’s off-peak hours.

  5. Click Save.

Existing Tags

  1. Navigate to this page in the NICE Uptivity Web Portal, go to Administration → Add-Ons → Analytic Tag List.
  2. Use the Status filter if necessary to find the tag you want to work with.
  3. If you want to, click the Copy icon to copy an existing tag. You can configure Analytic Tag Settings before you click Save.
    • Copying enables you to refine tags by changing the confidence level, match position, and phrases. You can retain both the original and the new tag to compare search effectiveness. If one is no longer needed, it can be disabled or deleted. You can also copy tags to apply them to different criteria expressions.
    • When you copy a tag, NICE Uptivity opens the Add Analytics Tags page with most settings pre-populated to match the original tag. Effective Start Date is set to the current date, Effective End Date is blank, and tag Status is set to Enabled. You can change these settings as needed.

    Field

    Description

    Name
    		Names should reflect the search words or the purpose of the search.
    Earliest Pat Creation Time
    		An informational field that indicates the earliest date of retained historical PATs (phonetic access tracks) that can be reprocessed by NICE Uptivity Speech Analytics.
    Effective Start / End Dates
    		Enter effective start and end dates to have the engine search index files for phrases in calls that occurred during an interval of time. For example, a client may have a timed promotion and wants calls for that promotion analyzed. Start Date can be prior to the current date. It should not be earlier than the oldest retained index file. For example, if today is July 31 and index files are retained for 30 days, then Start Date should be no earlier than July 1. If no Start Date is specified, the engine tries to search all index files ever created even if they have been deleted. This behavior can cause delays of days or weeks in indexing and searching. If no End Date is specified, the engine searches future calls for the tags. If you do not know how long your index files are retained, contact NICE Uptivity Support.
    Enabled
    		As an alternative to setting start and end dates, you can select a status from this drop-down list. There is no limit to the number of times a tag can be disabled / enabled as long as no End Date is entered.
    Target Confidence
    		Confidence level is a numeric percentage that represents the likelihood the phrase identified actually matches the searched-for phrase. The speech search engine assigns a confidence level to every phrase it finds. If a phrase's confidence level is below the target, it is not included in the results. You can type a number in the field or drag the slider bar.
    Criteria
    		Optional. If no criteria expression is specified from the drop-down list, the tag will be applied to all calls analyzed. For more information, see Analytics Criteria Overview.
    Group
    		Optional. Select from the available tag groups to associate this tag with other tags. If no group is specified, the tag will not appear on some reports. For more information, see Analytic Tag Groups Overview.
    Match Position
    		Optional. Allows you to specify the part of the call in which a phrase occurs. From a drop-down list, you can select Any part of the call, Seconds from the beginning, or Seconds from the end. When you select either of the latter two, a field appears in which you can type a number of seconds.
    Phrases

    Enter a search phrase. Click Add to type phrases or click the X to delete a phrase. This field, including all phrases and spaces, is limited to 255 characters. In the following image, there are five phrases with a total of 98 characters (including spaces) that count toward the 255-character field limit. If you need additional phrases, you must create additional tags. You may want to first type your phrases in Microsoft Word, and then use its word count functionality to identify the number of characters.

    Only alphabetical characters (letters) are valid values for the Phrases field. Numbers and special characters (other than an underscore) are NOT valid in the Phrases field. You must spell out numbers.

  4. If you want to, use the checkmark in the Enabled column to change the status of the tag to and from Enabled and Disabled.
  5. If you want to, click the Delete icon to remove a tag.
    • Deleting tags is not recommended in most cases. Deleting a tag deletes all the phrase records generated using that tag from the database. This action can drastically affect reporting. Reports that depend on historic information and comparisons will be unreliable.
    • If the tag is needed sometimes but not always, it should be enabled / disabled. If a tag must be deleted, best practice is to disable the tag, wait one day and then delete that tag. The wait will allow the tag to clear the system and not be attributed during the delete process causing a reporting error.
    • Tag deletion can cause performance issues for both reporting and speech analytics. If the engine is deleting tags, it is not indexing or searching. The number of tags that can be deleted at one time varies depending on the number of tag records generated for reports. If a tag was found 10,000 times, deleting it causes that number of records to be deleted from the database. As a precaution, delete tags when NICE Uptivity Speech Analytics is not processing as many audio files, such as the early morning.