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.
To navigate to this page in the NICE Uptivity Web Portal, go to Administration → Add-Ons → Analytic Tag List.
Working with Tags in the Web Portal
The Analytics Tags list allows you to see information about tags in your system and perform a number of routine tag management tasks. In the Enabled column, enabled tags display a green check mark; disabled tags (when displayed) show a gray check mark. You can use the drop-down lists at the top right to filter the list by:
- Criteria — Any Criteria is the default value
- Tag Group — Any Group is the default value
- Status — Show Enabled, Show Disabled, or Show All. Show Enabled is the default view.
Performance
The total number of tag phrases is one factor that can affect the speed at which the speech engine processes and searches calls. Customers with 3,000 or more phrases have reported slower processing speeds. Speech engine performance depends primarily on the number of call audio hours processed and the NICE Uptivity Speech Analytics server’s CPU.
Analytic tags appear in the Tag Cloud quick filter in the Recorded Interactions list. If you create a large number of call tags, or one particular tag occurs very frequently, the Tag Cloud may not display correctly. As a best practice, we recommend nightly indexing of the SQL tag data tables.
Historical Tag Reprocessing
When creating an analytics tag, NICE Uptivity Speech Analytics can search for tags in historical Speech Analytics files called PATs (phonetic access tracks). PATs are index files of analyzed call interactions created, and used by, Speech Analytics to identify tags. A PAT is considered historical if it was created any time before the day that a Speech Analytics tag is created.
You might want to reprocess historical PATs if you want to search for a term or phrase in recent interactions, from the past week, for example.
In the Uptivity Web Portal, when you are creating a new analytics tag, the Earliest PAT Creation Time field indicates for you the earliest date of historical PATs that can be reprocessed.
The reprocessing job begins when you save the new analytics tag. When the new analytics tag is saved, the reprocessing job cannot be paused or stopped. Reprocessing jobs can recover from an interruption that may unintentionally stop the reprocessing job before the job is completed, such as a server reboot for example.
To monitor the status of a reprocessing job, you can monitor start and complete events in the Analytics Manager log file.
