Configure Speech Analytics

 

Create an Analytics Tag

1. In the NICE Uptivity Web Portal, click Administration > Add-Ons > Analytic Tag List.
2. Click Add.
3. Enter a Name for the tag that relates to the purpose of the speech engine's search.

4. Enter the Effective Start Date and optional Effective End Date for the time period when you want the speech search engine to analyze index files for this tag.

   Learn more about the fields in this step

   Field	Description
   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.   Use this date to determine the earliest date you can specify for the Effective Start Date field.
   Effective Start / End Dates	Enter start and end dates to have the engine search index files for phrases in calls that occur during that time. When setting the start date, note that:  If no Start Date is specified, the engine tries to search all index files ever created even if they have been deleted. This can cause delays of days or weeks in indexing and searching. You can determine the current oldest retained index file from the Earliest Pat Creation Time . Omit the End Date to have Speech Analytics search future calls for the tags.

5. Select
6. In the Target Confidence field, enter the percentage you want the speech engine to use as the cut off for including a phrase in the results based on the confidence level it assigns to phrases it finds. Any phrase with a confidence level below the target confidence will not be included.

7. Select the Criteria, Group, and Match Position, if you want to.

   Learn more about the fields in this step

   Field	Description
   Criteria	Select the criteria expression you want to apply to this tag.   Criteria determine which calls Speech Analytics searches to find this tag. If no criteria expression is specified from the drop-down list, the tag applies to all calls.   If you are creating a tag for an Interaction Analytics integration, you must include a valid criterion.
   Group	Select a tag group to associate this tag with other tags. If no group is specified, the tag will not appear on some reports.
   Match Position	Select the part of the call where Speech Analytics should search for the tag. Options are: 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 enter a number of seconds.

8. In the Phrase text box, enter the search phrase you want the speech engine to look for in the calls it analyzes. When planning phrases:

   • The only valid characters are alphabetical characters (letters).
   • Numbers and all special characters except the underscore (_) are not allowed.
   • You must spell out numbers. For example, enter twelve instead of 12.
   • The character limit for phrases is 255. This includes spaces.

9. Click Save.

Create a Tag Group

1. Navigate to Administration > Add-Ons > Analytics > Analytic Tag Groups.
2. Click Add
3. Enter a Name for the new group.
4. Click Save.

Create a Criteria Expression

1. Click Administration > Add-Ons > Analytics > Analytic Criterion List.
2. Click Add.
3. Enter a meaningful Name for the expression.
4. Select a Language code from the drop-down list. This field is required.

5. Using the available fields, enter your criteria Expression. Include at least one conditional operator. Expressions have a character limit of 255, including spaces.

   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. / PBX An 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.

   Learn more about 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.

   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.

6. Click Save.

Create a Classification Rule

1. Click Administration > Add-Ons > Analytics > Analytic Rules.
2. Click Add to create a new rule, Edit to change an existing rule, or Delete to remove an existing rule.
3. If you are adding or editing, configure the rule settings.
   Learn more about the fields in this step

   Field	Description
   Name	Names should be unique and relevant to the classification.
   Enabled	Select whether the rule is Enabled or Disabled from a drop-down list.
   Target Confidence	Confidence level is a numeric percentage that represents the likelihood the phrase identified actually matches the phrase in the rule. 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 enter a number in the field or drag the slider bar.
   Criteria	Select an existing criteria item from the drop-down list. For more information, see Analytics Criteria Overview.
   Recording Field	From the drop-down list, select the field that should be affected by this classification rule. You can choose from any of the user data fields, ACD Gate, or ACD Group. For related information, see Available Fields.
   Recording Value	Enter the value that NICE Uptivity will populate into the selected recording field if the conditions of the rule are met.
   Existing Data Mode	This setting tells NICE Uptivity what to do if there is already data in the selected recording field. From the drop-down list, select one of these options: Leave Unchanged, Append, or Replace. If you choose Append, and appending the data would exceed the field length, no part of the data will be appended.
   Match Position	Optional. Allows you to fine-tune matches by specifying the part of the call in which they must occur. 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 enter a number of seconds.
   Phrases	Enter a search phrase. Click Add to type phrases or click the red X to delete a phrase. As with analytic tags, 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.

4. Click Save.