Avaya WFO - 15.1 - February 2016 - Interactions and Analytics Administration Guide

Avaya Workforce Optimization
Interactions and Analytics Administration

Guide
Release 15.1
Issue 2
February 2016
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Contents
1 Interactions and Analytics Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Interactions and Analytics Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Interactions and Analytics Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Combined User Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Interactions and Analytics Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Deleting and Deactivating Entities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Impact of Deleting and Deactivating Groups and Organizations . . . . . . . . . . . . . . . . 13
Impact of Deleting and Deactivating Evaluators/Assessors . . . . . . . . . . . . . . . . . . 15
Impact of Deleting and Deactivating Employees . . . . . . . . . . . . . . . . . . . . . . . 16
Multi-Tenancy Support in Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Upgrading to a Multi-Tenancy System . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Multi-Tenancy Examples in Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2 Audit Trails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Audit Trails Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Interactions Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Form Fillout Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Form Designer Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Speech Analytics Application Audit Trail Information . . . . . . . . . . . . . . . . . . . . . 36
Project Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Assignment Manager Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . 37
DAS API Audit Trail Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Viewing Audit Trail Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Viewing Audit Trail Files in a Text Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Viewing Audit Trail Files in Microsoft Excel. . . . . . . . . . . . . . . . . . . . . . . . . . 41
Enhanced Speech Analytics Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Examples of User Search Audit Trail Logs . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Flags and the Flag Manager Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Accessing the Flag Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Adding a Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Editing a Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Deleting a Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Displaying Hidden Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Contents
4 Caption Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Caption Editor Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Accessing the Caption Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Editing Captions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
5 Custom Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Custom Data Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Configuring Custom Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Accessing the Custom Data Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Viewing Custom Data Field Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Showing Disabled Custom Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting a Custom Data Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Mapping Custom Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring Cradle-to-Grave for Custom Data Mode . . . . . . . . . . . . . . . . . . . . . . 63
Customized Data Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Customized Data Sets Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Shared Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Importing Customized Data Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Printing Custom Data Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Custom Data Field Topologies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Custom Data Field Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
6 Shared Inboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Shared Inbox Manager Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Shared Inbox Folder Functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Shared Inbox Scope. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Shared Inbox Mode and Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Shared Inbox Time Range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Accessing the Shared Inbox Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Adding a Shared Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Editing a Shared Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Deleting a Shared Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Customizing a Shared Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Inbox and Shared Inbox Lottery Mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Frequency Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Interactions Selection Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
7 Assignment Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Assignment Manager Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Entity Assignment in Assignment Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Recommended Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Assignment Manager Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Accessing the Assignment Manager User Interface . . . . . . . . . . . . . . . . . . . . . 89
Overview of the Assignment Manager Interface . . . . . . . . . . . . . . . . . . . . . . . 89
Check Box Assignment States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Adding Entity Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Removing Entity Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Viewing and Modifying Entity Assignments in the Entities Tab . . . . . . . . . . . . . . . . 95
Interactions and Analytics Administration Guide 4
Confidential and Proprietary Information of Verint Systems Inc.

Contents
Copying Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Viewing Former Entity Assignment States. . . . . . . . . . . . . . . . . . . . . . . . . . 96
Assignment Manager Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . 97
8 Project Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Project Rules Manager Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Create a New Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Set the Rule’s Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Assign Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Assign a Transcribe Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
New Rule Window Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Rule Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Create a New Rule From an Existing Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Import a Rule From a File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Modify a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Enable and Disable Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Delete an Existing Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Export a Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Rule Conditions Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Rules that Disqualify Specific Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . 110
Condition Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Delete a Condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Remove All Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Modify a Condition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
9 Speech Analytics Process Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Speech Analytics Process Tracking Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Speech Analytics Process Subsystems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Import Manager - Contact Retrieval Tracking . . . . . . . . . . . . . . . . . . . . . . . . 119
Import Manager - Agent Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Import Manager - Audio Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Import Manager - Job Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Import Manager - Call Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Contact Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Contact Identification Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Log Manager File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
10 Speech Analytics Indexing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Call Processing Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Example of Call Processing Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Index Statistics Summary XML Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Example of Indexing Statistics Summary Report XML . . . . . . . . . . . . . . . . . . . . 129
Indexing Reports Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
11 Transcription Server Performance Tracking . . . . . . . . . . . . . . . . . . . . . . . 132

Transcription Server Performance Counters Overview . . . . . . . . . . . . . . . . . . . . . 133
View Transcription Server Performance Counters . . . . . . . . . . . . . . . . . . . . . . . . 134

Contents
A What’s New from Previous Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Interactions Privileges Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Speech Analytics Privileges Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Chapter 1
Interactions and Analytics

Setup
Topics
 Interactions and Analytics Workflow, page 8
 Interactions and Analytics Users, page 10
 Interactions and Analytics Privileges, page 12
 Deleting and Deactivating Entities, page 13
 Multi-Tenancy Support in Interactions, page 18
Chapter 1 - Interactions and Analytics Setup Interactions and Analytics Workflow
Interactions and Analytics Workflow

1 Install and configure servers.
See the following guides for more information:
 Workforce Optimization Installation Guide
 Enterprise Manager Configuration and Administration Guide
2 Create users and assign them to roles.
 Roles and Privileges Reference
3 Set up Interactions entities:
a. Create forms to evaluate employee performance and customer experience with
the Form Designer.
See the Quality Monitoring Forms Designer User Guide for more information.
b. Create evaluation and contact flags with the Flag Manager (optional—the system
is installed with some default flags).
See “” on page 44 for more information.
c. (Optional)—If you are using Custom Data, edit and configure Custom Data fields
with the Custom Data Manager.
See “Custom Data” on page 55 for more information.
d. Change Custom Data captions with the Caption Editor.
See “Caption Editor” on page 51 for more information.
e. (Optional) If you are using a shared inbox, define which interactions reach
Interactions evaluators with the Shared Inbox Manager.
See “Shared Inboxes” on page 71 for more information.
4 Assign entities to groups and roles with Assignment Manager.
Add permission for a user to use:
 A form, flag or folder
 Custom Data and Conditional Custom Data fields
See “Assignment Manager” on page 85 for more information.
5 Define and configure a Speech Analytics cluster.
See Enterprise Manager Configuration and Administration Guide for more
information.
6 Set up Speech Analytics by defining rules for transcribing, deleting and performing
custom actions on interactions with the Project Rules Manager.
See “Project Rules Manager” on page 98 for more information.
For additional optional Speech Analytics administrative tasks, refer to:
 “Speech Analytics Process Tracking” on page 117: Monitors the entire lifecycle of all
interactions that enter your system.

Chapter 1 - Interactions and Analytics Setup Interactions and Analytics Workflow
 “Speech Analytics Indexing Statistics” on page 126: Presents the two reports that
show detailed index statistics for each Speech Analytics Index build process. This
includes statistics regarding both the Incremental build as well as the Full Index
build.
 “Transcription Server Performance Tracking” on page 132: Tracks Transcription
Server performance statistics under the ITS Statistics category (object) in Windows
Performance Counters.

Chapter 1 - Interactions and Analytics Setup Interactions and Analytics Users
Interactions and Analytics Users

Interactions and Analytics have two types of users: leaders and members.
User Description Visibility Settings
Leader A user that is assigned Access to interactions, Users are defined as

scope over an evaluations and leaders in the User
organization(s)/group(s) assessments related to Management.
and has privileges under the employees that are
Interactions category, in members in the
Interactions, Evaluations, organizations/sub-
Assessments, organizations/groups/
Administration and/or subgroups over which the
Analytics sub-categories. leaders have scope
Example: Supervisor role, (depending on their
Manager role. privileges).
Employee A user that is assigned as a Access to their own Members are defined in
(Member) member in a leaf group or interactions and one or both of the
leaf organization and has evaluations (depending on following areas:
privileges under the their privileges)  Users are defined as
Interactions category, in members in a leaf
the My Interactions and/or group in the User
My Evaluations sub- Management and/
categories. or Organization
Example: Agent role. Management.
 Users are defined as
members in a leaf
organization in the
User Management
(by assigning them
to a leaf
organizations and
selecting Assign
employee as
group member of
current
organization
(default)).
Combined User Scope

A user that is assigned different roles, is assigned with a combined set of privileges from
all assigned roles. As result, if the users has scope over more than one organization, the
combined privileges apply to all these organizations.
Example: User with different roles and scopes

Chapter 1 - Interactions and Analytics Setup Combined User Scope
In the diagram below, a user is an Administrator with scope over the Root
Organization, a Supervisor with scope over Organization A and a Manager with scope
over Organization B. This results in the user being assigned with the combination of all
three roles’ privileges, with scope over all three organizations and sub-organizations
(Organization A.1 and B.1).
Organization A
Organization A.1
Supervisor
Root
Organization
Administrator
Organization B
Organization B.1
Manager

Chapter 1 - Interactions and Analytics Setup Interactions and Analytics Privileges
Interactions and Analytics Privileges

The Interactions and Analytics applications contain roles and privileges that allow you to
access specific data and perform defined actions.
The applications’ privileges are categorized as follows:
 Interactions: apply to interactions in your visibility, that is, interactions performed
by employees that are assigned to organizations/groups/subgroups over which you
have scope (not including your own interactions).
 Evaluations: apply to evaluations in your visibility, that is, evaluations performed
on employees that are assigned to organizations/groups/subgroups over which you
have scope (not including evaluations performed on you).
 Assessments: apply to assessments in your visibility, that is, assessments
performed on contacts related to employees that are assigned to organizations/
groups/subgroups over which you have scope.
 My Interactions: apply to your own interactions that you performed.
 My Evaluations: apply to evaluations performed on you.
 Administration: apply to the administrative applications that are used to set up
the Interactions application.
 Analytics: apply to the Speech Analytics application.
For a full list of the WFO roles and privileges, and their descriptions, see the Roles and
privileges Reference.

Chapter 1 - Interactions and Analytics Setup Deleting and Deactivating Entities
Deleting and Deactivating Entities

Deleting and deactivating entities is available in the system and can be performed on
any of the Interactions and Analytics entities.
This section details the deletion and deactivation of the following entities (performed in
the User Management and Organization Management modules): Organizations, Groups,
Evaluators/Assessors and Employees.
Both actions of deleting and deactivating entities removes the entities from the system,
with the following differences:
 Deactivating Entities: The objects referencing a deactivated entity (interactions,
evaluations and assessments) remain in the system and can be searched for and
viewed in reports and forms. Deactivated entities can also be reactivated at any
time in the system.
This option can be useful, for example, when hiring seasonal employees during
holidays. These employees can be assigned to a group/organization that is active
only for certain periods of time during the year. In this way, there is no need to
define the new group/organization when hiring temporary workers.
 Deleted Entities: The entities are permanently removed from the system and their
objects retrieval is limited.
This option can be useful when there is no need to keep its data any longer, for
example, following some organization changes.
Both deleted and deactivated entities are non actionable, that is, no actions can be
performed on these entities such as evaluations and flag assignments.
The following details how deleting and deactivating an entity impacts the Interactions
application:
 Impact of Deleting and Deactivating Groups and Organizations, page 13
 Impact of Deleting and Deactivating Evaluators/Assessors, page 15
 Impact of Deleting and Deactivating Employees, page 16
Impact of Deleting and Deactivating Groups and

Organizations
The table details the differences between deactivating and deleting a group or an
organization and how this affects the Interactions application.
NOTE The system enables the deletion and deactivation of Groups.
Organizations can be deleted but the option of deactivating an
organization is not available in the system.

Chapter 1 - Interactions and Analytics Setup Impact of Deleting and Deactivating Groups and Organizations
Deactivated Groups Deleted Groups/

Organizations
Interactions:
Can I search for No No

this specific
group?
Can I view the Yes. You can retrieve evaluations No

group's and assessments of this group if
evaluations? you do not specify any group in
the search parameters. Such
searches retrieve evaluations
and assessments of all users,
including those of deactivated
groups.
Can I perform No. You can only edit evaluations No

evaluations on the that were made before the group
group? was deactivated.
Reports:
Will the group's/ Yes. You can run reports per Deleted groups/
organization’s specific deactivated group and organizations do not appear
statistics appear see the group's data in other on the X axis of reports. Yet,
in reports? reports as well. you can see statistics of
deleted groups/organizations
in reports that do not focus
on groups/organizations. For
example, deleted groups/
organizations cannot be
displayed in the Average
Evaluation Scores per Group
report, but their statistics
will be included in the
Average Evaluation Scores
per Evaluator report.
To be able to view deleted
groups'/organizations’ data
in reports, you need to be
assigned the Filter by All
Groups right in the User
Management application.

Chapter 1 - Interactions and Analytics Setup Impact of Deleting and Deactivating Evaluators/Assessors
Impact of Deleting and Deactivating Evaluators/

Assessors
The table details the differences between deactivating and deleting an evaluator/
assessor and how this affects Interactions applications.
Deactivated Evaluators/ Deleted Evaluators/

Assessors Assessors
Interactions:
Can I search for this No. You cannot search for No. You cannot search for
specific user? this user, since deactivated this user, since deleted
users are not displayed in users are not displayed in
search parameters. search parameters.
Can I see the Yes. You can retrieve the Yes. You can retrieve the
evaluations and user's evaluations and user's evaluations and
assessments made by assessments if you do not assessments if you do not
this user? specify any users in the specify any users in the
search parameters. Such search parameters. Note
searches retrieve evaluations that the evaluator's or
and assessments made by assessor's name will
all users, including those of appear empty. To be able
deactivated users. to view data of deleted
users you need to be
assigned the Search for
any Evaluator/Assessor
right in the User

Chapter 1 - Interactions and Analytics Setup Impact of Deleting and Deactivating Employees
Deactivated Evaluators/ Deleted Evaluators/

Assessors Assessors
Reports:
Will the user's statistics Yes. You can run reports per Deleted users do not
appear in reports? specific deactivated users appear on the X axis of
and see their data in other reports. Yet, you can see
reports as well. data of deleted users in
reports that do not focus
on these entities. For
example, deleted
evaluators cannot be
Evaluation Scores per
Evaluator report, but their
statistics will be included
in the Average Evaluation
Scores per Group report.
To be able to view data of
deleted users, you need to
be assigned the Filter by
All Evaluators/
Assessors right in the
User Management
application.
Impact of Deleting and Deactivating Employees

The following table details the differences between deactivating and deleting an
employee and how this affects Interactions applications.
Deactivated Employees Deleted Employees
Interactions:
Can I search for an Not directly. You cannot You can search for this
interaction made by this search for this user, since user's interactions,
specific user? deactivated users are not provided you have been
displayed in search assigned the Search for
parameters. But results of Interactions Outside My
that user can be displayed Role Scope right in the
when you search, for User Management
example, for a group to application.
which this employee used Note that the employees’
to belong. names appear empty.

Chapter 1 - Interactions and Analytics Setup Impact of Deleting and Deactivating Employees
Deactivated Employees Deleted Employees
Can I see evaluations and Yes. You can retrieve You can retrieve
assessments of evaluations and evaluations and
interactions handled by assessments of the user's assessments of the user's
this user? interactions if you do not interactions, provided you
specify any users in the have been assigned the
search parameters. Such Search for Interactions
searches retrieve Outside My Role Scope
evaluations and right in the User
assessments made by all Management application.
users, including those of Note that the employees’
deactivated users. names appear empty.
Can I evaluate interactions No No

of this user?
Can I assess contacts of Yes No

this user?
Can I play back Yes You can play back this

interactions handled by user's interactions,
this user? provided you have been
assigned the Search for
Interactions Outside My
Role Scope right in the
User Management
application.
Note that the employees’
names appear empty.
Reports:
Will the user's statistics Yes. You can run reports You cannot run reports per
appear in reports? per specific deactivated deleted employees, but
employees and see the you can see statistics of
employees’ statistics in deleted employees in
other reports as well. other reports. For
example, deleted
employees cannot be
Talk Time per Employee
report, but their statistics
will be included in the
Average Talk Time per
Group report.

Chapter 1 - Interactions and Analytics Setup Multi-Tenancy Support in Interactions
Multi-Tenancy Support in Interactions

Multi-tenancy or Software as a Service (SaaS) is an architecture in which a single
instance of a software application serves multiple customers. Each customer is called a
tenant. The system runs with one instance of its application on one instance of a
database and provides web access to multiple customers. Each tenant's data is isolated
and remains invisible to other tenants.
To implement multi-tenancy in Interactions, the multi-tenancy feature must be enabled.
For systems without the multi-tenancy feature (default), users that have access to the
Interactions applications (Form Designer, Flag Manager, Shared Inbox Manager and/or
Assignment Manager), can access all their available data (all forms, flags, flagged
folders and shared inboxes).
For systems with the multi-tenancy feature, users that have access to the Interactions
applications can only access data that is related to their specific tenant, thus allowing
the tenants to define and manage their own forms, flags, flagged folders and shared
inboxes.
To support this, each form, flag, flagged folder and shared inbox is associated with a
single organization (tenant). Users can then access the forms, flags, flagged folders and
shared inboxes depending on their organizational scope defined in the User
For information on SaaS see Workforce Optimization SaaS Service Provider Reference
Guide.
Upgrading to a Multi-Tenancy System

For upgraded systems, forms, flags, flagged folders and shared inboxes not owned by an
organization are automatically owned by the root organization.
This results in the following:
 In the Assignment Manager application, all users in the organization have visibility
to the upgraded forms, flags, flagged folders and shared inboxes.
 In the Form Designer, Flag Manager and Shared Inbox Manager applications, only if
you have scope over the root organization you have visibility to the upgraded forms,
flags, flagged folders and shared inboxes.
If, prior to the upgrade, you had visibility to these forms, flags, flagged folders and
shared inboxes in these applications, you will have visibility to them again only after
their ownership changes to the relevant organizations.
Multi-Tenancy Examples in Interactions

Following are examples of an organizational hierarchy and the impacts of multi-tenancy
in the system:
 Organizational Hierarchy Example, page 19

Chapter 1 - Interactions and Analytics Setup Multi-Tenancy Examples in Interactions
 Visibility in an Organization Example, page 19

 Changing Ownership in an Organization Example, page 22
 Upgraded Organization Example, page 24
Example: Organizational Hierarchy Example

All the examples provided in this section are based on the following organizational
hierarchy and scopes:
 The Administrator has scope over the organization Headquarters
 Supervisor A has scope over Organization A
 Supervisor A.1 has scope over Organization A.1
 Supervisor B has scope over Organization B
 Supervisor B.1 has scope over Organization B.1
Headquarters
Administrator
Owns: Flag H, Folder H, Form H,
Shared Inbox H
Organization A Organization B
Supervisor A Supervisor B
Owns: Form A Owns: Flag B, Folder B
Organization A.1
Supervisor A.1 Organization B.1
Owns: Flag A.1, Folder A.1
Organization B.2
Supervisor B.2
Organization A.2
Owns: Form B.2,
Shared Inbox B.2
Example: Visibility in an Organization Example

Scenario: Consider the organization in “Organizational Hierarchy Example” on page 19.

The following table shows the visibility that users have to flags, forms, flagged folders
and shared inboxes owned by this organization:
User Visibility In Form Designer Visibility In Assignment

/Flag Manager/Shared Manager
Inbox Manager
Administrator Visibility To: Same as in Form Designer/

All forms, flags, flagged Flag Manager/Shared Inbox.
folders and shared inboxes in
the organization.
Reason:
The Administrator has scope
over Headquarters and
therefore has visibility to all
the forms, flags, flagged
folders and shared inboxes
owned by the Headquarters
as well as all its sub-
organizations.
Supervisor A Visibility To: Visibility To:

Form A, Flag A.1, Folder A.1 Form A, Flag A.1, Folder A.1,
Reason: Form H, Flag H, Folder H,
Shared Inbox H
Supervisor A has scope over
Organization A and Reason:
therefore has visibility to all Supervisor A has scope over
forms, flags, flagged folders Organization A and
and shared inboxes owned by therefore has visibility to all
Organization A as well as its forms, flags, flagged folders
sub-organization and shared inboxes owned by
Organization A.1. Organization A as well as its
sub-organization
Organization A.1 and
parent organization
Headquarters.


Inbox Manager
Supervisor A.1 Visibility To: Visibility To:

Flag A.1, Folder A.1 Flag A.1, Folder A.1, Form A,
Reason: Form H, Flag H, Folder H,
Supervisor A.1 has scope Shared Inbox H
over Organization A.1 and Reason:
therefore has visibility to all Supervisor A.1 has scope
forms, flags, flagged folders over Organization A.1 and
Organization A.1. forms, flags, flagged folders
and shared inboxes owned by
Organization A.1 as well as
its parent organizations
Organization A and
Headquarters.


Inbox Manager
Supervisor B Visibility To: Visibility To:

Flag B, Folder B, Form B.2, Flag B, Folder B, Form B.2,
Shared Inbox B.2 Shared Inbox B.2, Form H,
Reason Flag H, Folder H, Shared
Inbox H
Supervisor B has scope over
Organization B and Reason:
therefore has visibility to a all Supervisor B has scope over
forms, flags, flagged folders Organization B and
Organization B as well as its forms, flags, flagged folders
sub-organization and shared inboxes owned by
Organization B.1. Organization B as well as its
sub-organization
Organization B.1 and
parent organization
Headquarters.
Supervisor B.2 Visibility To: Visibility To:

Form B.2, Shared Inbox B.2 Form B.2, Shared Inbox B.2,
Reason Flag B, Folder B, Form H, Flag
H, Folder H, Shared Inbox H
Supervisor B.2 has scope
over Organization B.2 and Reason:
therefore has visibility to a all Supervisor B.2 has scope
forms, flags, flagged folders over Organization B.2 and
Organization B.2. forms, flags, flagged folders
and shared inboxes owned by
Organization B.2 as well as
its parent organizations
Organization B and
Headquarters.
Example: Changing Ownership in an Organization Example

Scenario: Consider the organization in “Organizational Hierarchy Example” on page 19.
In this organization, the ownership of flags, forms and shared inboxes owned by
Organization B.2 is changed to Organization A.2 in the Form Designer, Flag Manager
and Shared Inbox Manager applications.

The following table shows the users that can change the ownership of the flags, forms
and shared inboxes from Organization B.2 to Organization A.2:
User Can Change/ Reason Impact After

Cannot Change Change
Ownership
Administrator Can Change The Administrator has Flags, forms and

scope over shared inboxes are
Headquarters, and owned by
therefore has visibility Organization A.2.
to all flags, forms and Administrator still has
shared inboxes in the visibility to all the
tree, and can change changed flags, forms
the ownership of the and shared inboxes.
flags, forms and shared
inboxes from
Organization B.2 to
any organization in the
tree such as
Organization A.2.
Supervisor A Cannot Change Supervisor A does not Flags, forms and

have scope over shared inboxes are
Organization B.2, and owned by
therefore cannot Organization B.2.
change the ownership Supervisor A has no
of the flags, forms and visibility to any of the
shared inboxes from flags, forms and
Organization B.2. shared inboxes owned
by Organization B.2.
Supervisor Cannot Change Supervisor A.1 does not Flags, forms and
A.1 have scope over shared inboxes are
Organization B.2, and owned by
change the ownership Supervisor A.1 has no
of the flags, forms and visibility to any of the
shared inboxes from flags, forms and
Organization B.2. shared inboxes owned
by Organization B.2.

User Can Change/ Reason Impact After

Cannot Change Change
Ownership
Supervisor B Cannot Change Supervisor B does not Flags, forms and

have scope over shared inboxes are
Organization A.2, and owned by
change the ownership Supervisor B still has
of the flags, forms and visibility to all the
shared inboxes to flags, forms and
Organization A.2. shared inboxes owned
by Organization B.2
(due to being
Organization B’s
sub-organization).
Supervisor Cannot Change Supervisor B.2 does not Flags, forms and
B.2 have scope over shared inboxes are
Organization A.2, and owned by
change the ownership Supervisor B.2 still has
of the flags, forms and visibility to all the
shared inboxes to flags, forms and
Organization A.2. shared inboxes owned
by Organization B.2
Example: Upgraded Organization Example

Scenario: Consider the organization structure only, without the forms, flags, flagged
folders and shared inboxes in “Organizational Hierarchy Example” on page 19. In this
organization, forms, flags, flagged folders and shared inboxes are upgraded and are
automatically owned by the root organization: Headquarters (for information on the
upgrade process, see “Upgrading to a Multi-Tenancy System” on page 18).

The following table shows the visibility that users have to the upgraded forms, flags,
flagged folders and shared inboxes:
User Visibility In Form Visibility In Assignment

Designer/Flag Manager
Manager/Shared Inbox
Manager
Administrator Visible: Visible:

Administrator has scope Same as in Form Designer/
over Headquarters and Flag Manager/Shared
therefore has visibility to Inbox Manager.
all forms, flags, flagged
folders and shared inboxes
owned by Headquarters.
Supervisor A Not Visible: Visible:

Supervisor A has no scope Supervisor A has scope
over Headquarters and over Organization A as
therefore has no visibility well as its parent
to any of the forms, flags, organizations and
flagged folders and shared therefore has visibility to
inboxes owned by all forms, flags, flagged
Headquarters. folders and shared inboxes
Supervisor A.1 Not Visible: Visible:

Supervisor A.1 has no Supervisor A.1 has scope
scope over Headquarters over Organization A.1 as
and therefore has no well as its parent
visibility to any of the organizations and
forms, flags, flagged therefore has visibility to
folders and shared inboxes all forms, flags, flagged
owned by Headquarters. folders and shared inboxes

User Visibility In Form Visibility In Assignment

Designer/Flag Manager
Manager/Shared Inbox
Manager
Supervisor B Not Visible: Visible:

Supervisor B has no scope Supervisor B has scope
over Headquarters and over Organization B as
therefore has no visibility well as its parent
to any of the forms, flags, organizations and
flagged folders and shared therefore has visibility to
inboxes owned by all forms, flags, flagged
Headquarters. folders and shared inboxes
Supervisor B.2 Not Visible: Visible:

Supervisor B.2 has no Supervisor B.2 has scope
scope over Headquarters over Organization B.2 as
and therefore has no well as its parent
visibility to any of the organizations and
forms, flags, flagged therefore has visibility to
folders and shared inboxes all forms, flags, flagged
owned by Headquarters. folders and shared inboxes

Chapter 2
Audit Trails
Topics
 Audit Trails Overview, page 28
 Audit Trail Information, page 29
 Viewing Audit Trail Files, page 41
 Enhanced Speech Analytics Audit Trail, page 42
Chapter 2 - Audit Trails Audit Trails Overview
Audit Trails Overview

The Interactions and Analytics applications generate Audit Trails to record actions
performed in these applications. For example, logging on to the system, performing a
search, and playing back an interaction.
Audit Trail files display information in the following format:
<time>;<user name and ID>;<action>;<application generating the audit
trail>;<additional identifying values>
The Audit Trail file is generated once a day for each Interactions and Analytics
application in the <data folder>\Logs\Audit Trail folder on the application server.
Audit Trail files include an .ltf extension. The system automatically names the files in the
format Audit Trail_mm.dd.yy_hh.mm.ss.mmm.ltf.
The time at which the system generates an Audit Trail file is determined by the time at
which you last restarted the application server. For example, if you restart the Speech
Analytics Application Server at 16:45, the Speech Analytics Application Audit Trail file
includes all activities performed from 16:45 on the previous day to 16:44 on the day on
which it is generated.
By default, a history of the last 10 audit trail files is available at any time (configurable).
When the system generates a new file each day (the eleventh file in the folder), it
deletes the oldest of the existing files.
In addition, the system also records actions performed in the Framework application in
the Audit Trail Viewer. For information on using the Audit Trail Viewer in Framework
Applications, see the Enterprise Suite System Administration Guide.

Chapter 2 - Audit Trails Audit Trail Information
Audit Trail Information

Your system includes Audit Trail files for the following Interactions and Analytics
applications:
 Interactions Application —See “Interactions Audit Trail Information” on page 29
 Form Fillout (submitting evaluations and assessments)—See “Form Fillout Audit
Trail Information” on page 32
 Form Designer—See “Form Designer Audit Trail Information” on page 35
 Speech Analytics—See “Speech Analytics Application Audit Trail Information” on
page 36
 Project Rules Manager—See “Project Rules Manager” on page 37
 Assignment Manager —See “Assignment Manager Audit Trail Information” on
page 37
 Data Access Services (DAS) API-See “DAS API Audit Trail Information” on page 38
Interactions Audit Trail Information
Logged Action Description Additional Logged

Information
Logged in User logged on to the None

system.
Performed a search User performed a search. Type—interactions,

evaluations/assessments
Focused on an interaction User focused on an  Employee name

interaction from the search  Interaction ID
results.  Local Start Time
 Local End Time
Played back interaction User played back an  Employee name

interaction's audio from a  Contact ID
folder or search results  Local Start Time
list.
 Local End Time
Accessed the interaction User selected an  Employee name

workspace interaction from a search  Contact ID
or folder results set and
opened it in the
Interaction Review
workspace page.

Chapter 2 - Audit Trails Interactions Audit Trail Information

Information
Flagged a contact User flagged a contact for  Flag ID

follow—up or further  Contact ID
attention.
Flagged an evaluation User assigned a flag to an  Flag ID

evaluation.  Evaluation ID
Removed contact flagging User removed a flag  Flag ID

attached to a contact.  Contact ID
Removed evaluation User removed a flag  Flag ID

flagging attached to an evaluation.  Evaluation ID
Removed an interaction User removed an  Employee name

from folder interaction from the folder  Interaction ID
in which it resides.  Folder ID
Deleted an interaction User deleted an interaction  Employee Name

from the Interactions  Interaction ID
application.
Added a remark to an User added a remark to an  Employee Name

interaction interaction.  Remark
 Interaction ID
Viewed an evaluation/ User selected a evaluation  Form name

assessment or assessment from the  Evaluation/
search or folder results set Assessment ID
and opened it in the  Employee name
Interaction workspace.
 Interactions ID
Initiated Feedback User initiated a feedback  Feedback Sender’s

session on an evaluation Name
that is flagged with the  Comment
Forward to Employee  Feedback Receiver’s
flag. Name
 Evaluation ID
Responded to Feedback User responded to  Feedback Sender’s

feedback received on an Name
evaluation that is flagged  Comment
with the Forward To  Feedback Receiver’s
Employee flag. Name
 Evaluation ID

Chapter 2 - Audit Trails Interactions Audit Trail Information

Information
Removed an evaluation/ User removed an  Employee Name

assessment from a folder evaluation or assessment  Contact ID
from a folder.  Evaluation/
Assessment ID
 Folder ID
Downloaded an interaction User downloaded an  Contact ID

interaction.  Interaction ID
 Employee name
 Audio—Media
component selected
for download
 Screen—Media
component selected
for download
Sent an interaction User sent the interaction in  Contact ID—ID of the

an email. sent contact
 Interaction ID—ID of
the sent interaction
 Employee Name
 Audio—Media
components sent
(Yes/No)
 Screen—Media
components sent
(Yes/No)
 Email Address—
Destination email
address
Opened the Monitor User accessed the Monitor None

Employees Dashboard Employees Dashboard
Monitored an extension User monitored an Extension

extension in real—time.
Monitored an Employee User monitored an  Employee ID

employee in real—time.  PBX ID
Updated the Inbox’s Rules User either added, Employee ID

updated or deleted an
Inbox rule(s).

Chapter 2 - Audit Trails Form Fillout Audit Trail Information

Information
Completed an interaction User either clicked ‘Next’  Employee Name

using the Shared Inbox. or ‘Complete’ in the  Interaction ID
Shared Inbox.
Rejected an Interaction User clicked ‘Reject’ in the  Employee Name

using the Shared Inbox Shared Inbox.  Interaction ID
Form Fillout Audit Trail Information

Information
Loaded a saved A previously saved form  Application Name

evaluation/assessment was loaded.  Form Name
 Employee Name (for
evaluations only)
 Contact ID
 Evaluation/
Assessment ID
Loaded an evaluation/ A form was loaded.  Application Name

assessment  Form Name
evaluations only)
 Contact ID
 Evaluation/
Assessment ID
Loaded a blank form A blank form was loaded Application Name
Performed an evaluation/ User evaluated or  Application Name

assessment of a recorded assessed an interaction/  Form Name
interaction/contact contact recorded by the  Contact ID
platform.
 Evaluation/
Assessment ID
 Local Start Time
 Local End Time
evaluations only)


Information
Performed an evaluation/ User evaluated or  Application Name

assessment of an external assessed an interaction/  Form Name
interaction/contact contact not recorded by  Contact ID
the platform.
 Evaluation/
Assessment ID
 Local End Time
evaluations only)
Performed an evaluation of User evaluated an  Application Name

an interaction monitored in interaction monitored in  Form Name
real—time real—time.  Employee Name
 Contact ID
 Evaluation ID
 Local End Time
evaluations only)
Edited an evaluation/ User edited an existing  Application Name

assessment evaluation or assessment.  Form Name
 Contact ID
 Evaluation/
Assessment ID
evaluations only)
Deleted an evaluation/ User deleted an evaluation  Form Name

assessment or assessment from the  Contact ID
platform.  Evaluation/
Assessment ID
 Score ID
 Base template ID
 Evaluator/Assessor
Name
evaluations only)


Information
Deleted a saved User deleted a saved  Form Name

evaluation/assessment evaluation or assessment  Contact ID
from the platform.  Evaluation/
Assessment ID
 Saved Evaluation/
Assessment ID
Name
evaluations only)
Saved an evaluation/ User saved an evaluation  Form Name

assessment or assessment.  Contact ID
 Evaluation/
Assessment ID
 Saved Evaluation/
Assessment ID
Name
evaluations only)
Downloaded an User downloaded an  Application Name

evaluation/assessment evaluation or assessment.  Base template ID
Printed an evaluation/ User printed an evaluation  Application Name

assessment or assessment.  Base template ID
Submitted an evaluation/ User submitted an  Evaluation/

assessment resulting in evaluation or assessment Assessment ID
score calculation which resulted in a score  Employee Id
calculation.  Old score
 New score
Calculated the score of an User calculated the score  Evaluation/

evaluation/assessment of an evaluation or Assessment ID
assessment.  Employee Id
 Old score
 New score

Chapter 2 - Audit Trails Form Designer Audit Trail Information
Form Designer Audit Trail Information
Action Description Logged Information
Created new form User created a new form  Form Name

either an evaluation or an  Status—options are
assessment. Under Construction,
Staged, Published,
Hidden
Staged a form User prepared a draft  Form Name

version of a form.  Status—options are
Under Construction,
Staged, Published,
Hidden, Version
Published a form template User published a form.  Form Name

 Status—options are
Under Construction,
Staged, Published,
Hidden, Version
Hide a form User hid a form from view.  Form Name

Under Construction,
Staged, Published,
Hidden, Version
Edited a form User edited an existing  Form Name

form.  Status—options are
Under Construction,
Staged, Published,
Hidden, Original
Revision, New
Revision
Deleted a form User deleted a form.  Form Name

 Version
Form Custom Data/Status User disabled the Form Custom Data/Status Field
disabled Custom Data or Status Name
options.
Form Custom Data/Status User enabled the Form  Custom Data/Status

enabled Custom Data or Status Field Name
option  Reason created
User created a reason. Reason Name Status—options are Under

Construction, Staged,
Published, Hidden

Chapter 2 - Audit Trails Speech Analytics Application Audit Trail Information
Rating Set created User created a Rating Set.  Rating Set name
 Status
Reason deleted User deleted a reason.  Reason Name
Rating Set deleted User deleted a Rating Set.  Rating Set Name
Shared Component User created a shared  Component Name

created component.  Component Type
Under Construction,
Staged, Published,
Hidden
Shared Component User changed a shared  Component Name

modified component.  Component Type
 Status
 Modification
Added Value to Custom User added a new value to  Value Name

Data/Status Field Custom Data or Status in  Status—options are
Shared Data. Under Construction,
Hidden, Published.
Added Value to Rating User added a new value to  Value Name

Field the Rating Set in Shared  From
Data.  To
Removed Value from User deleted a value from Value Name

Custom Data/Status Field Custom Data or Status in
Shared Data.
Removed Value from User deleted a value from Value Name

Rating Field the Rating Set in Shared
Data.
Speech Analytics Application Audit Trail Information
Played back interaction User played back an  Employee Name

from list interaction's audio from  Contact ID
search results list  Local Start Time
 Local End Time

Chapter 2 - Audit Trails Project Rules Manager
Project Rules Manager
User logged in to the None

system
Created Rule A rule was created  Name—Rule Name

 ID—Rule ID
Updated Rule A rule was updated  Name—Rule Name

 ID—Rule ID
Deleted Rule A rule was deleted  Name—Rule Name

 ID—Rule ID
Assignment Manager Audit Trail Information
Set Entities Values For Set entity values for Group ID

Group group.
Set Entities Values For Set entity values for role. Role ID
Role
Set Values For Entity Set values for entity. Entity ID
Initialize Culture User X logged in. User Name
Copy To Groups Copy to groups, from  Source ID

source X to destination Y.  Target IDs
Copy To Roles Copy to roles, from source  Source ID

X to destination Y.  Target IDs
Copy To Entities Copy to entities, from  Source ID

source X to destination Y.  Target IDs

Chapter 2 - Audit Trails DAS API Audit Trail Information
DAS API Audit Trail Information
Get Media File by Session User retrieved an  Request Source

ID interaction file according Address
to the interaction’s Session  Site ID
ID.  Session ID
 Media Type - type of
the file such as Audio,
Screen or VAD
 Decrypt-True for
decrypted, False for
encrypted
 Format-empty for
regular format,
Portable for standard
format
Get Media File by User retrieved an  Request Source

Recording Details interaction file according Address
to the interaction’s  Module
recording details.  Channel
 Start Time
Screen or VAD
encrypted
regular format,
format

Download File User downloaded an  Request Source

interaction file. Address
 Site ID
 Session ID
Screen or VAD
encrypted
regular format,
format

Forward File User sent the interaction in  Request Source

an email. Address
 Site ID
 Session ID
Screen or VAD
encrypted
regular format,
format
 Email Address—
Destination email
address
Get File Path User retrieved an  Request Source

interaction’s file path. Address
 Module
 Channel
 Start Time
 Screen Module
Screen or VAD
encrypted
regular format,
format

Chapter 2 - Audit Trails Viewing Audit Trail Files
Viewing Audit Trail Files

You can view Audit Trail files in a text editor such as Notepad or WordPad, or in Microsoft
Excel. Excel enables you to view the file in table format and take advantage of sorting
and filtering features.
 Viewing Audit Trail Files in a Text Editor, page 41
 Viewing Audit Trail Files in Microsoft Excel, page 41
Viewing Audit Trail Files in a Text Editor

1 Double-click the Audit Trail file.
2 If you are prompted to select an application with which to open the file, select
Notepad or WordPad.
The file opens in the selected application.
Viewing Audit Trail Files in Microsoft Excel

1 Copy the Audit Trail file to a computer with Microsoft Excel.
2 Open Excel and browse to the required .ltf file.
3 From the Files of type drop-down list, select All files (*.*).
4 Select the required .ltf file and click Open.
5 In the Original data type section of the Text Import Wizard, select Delimited and
click Next.
6 In the Delimiters list, clear the Tab check box and select Semicolon, then click
Next.
7 In the Column data format list, select General and click Finish.
The file opens in Excel.

Chapter 2 - Audit Trails Enhanced Speech Analytics Audit Trail
Enhanced Speech Analytics Audit Trail

The Audit log enables the customer to audit the Speech Analytic’s user’s Search
Activity within the Speech Analytics application. This includes the audit of Search
Terms, Filters, category based queries and any combination of these.
The Search activity audit log is available in the <Data&Logs
Directory>\Logs\AuditTrail folder.
For an example of the Speech Analytics Audit Trail logs, see “Examples of User Search
Audit Trail Logs” on page 43.
Each Search Activity log includes the following fields:
NOTE To see and work with all of the following fields you may need to adapt your
database application. For example, the Session ID column has been added
to the Activity.
Field Name Description
Time Time at which the Search activity took place (mm/dd/

yy).
User Details User name and ID
Session ID Session ID
Instance ID ID of Speech Analytics instance on which the search was

performed.
Operation User Search Activity
Application Speech Analytics
Action Four options:

 Query String
 Category Query String
 Set Filters
 Clear Filters
Term Query String The string used in the relevant action.

If the query is a Category search, this field will display
the terms query string used in the category.
If the query is a Filter setting, this field displays a
summary of the filters applied during the search.

Chapter 2 - Audit Trails Examples of User Search Audit Trail Logs
Field Name Description
Breadcrumbs History of all search activities performed. This field will

show the breadcrumbs that appear in the Speech
Analytics portal.
The character length of the Breadcrumbs field is
unlimited.
Number of results Number of results in the last action.
Examples of User Search Audit Trail Logs

The following examples show the different types of trail logs that can be generated.
Each one shows the specific type of action, the Term Query String that was searched
and the associated breadcrumbs.
Search Query String

06/22/10 10:36:18.406 (+02) ; Ctgapp(40000000) ; o0vuheqdtrqe4u55irq1bd55 ; 1
;User Search Activity ; Speech Analytics ; Search Query String ; happy birthday ; happy
birthday; 35
Where: Happy Birthday was the query that the user searched for.
Category Query String

06/22/10 09:09:14.343 (+02) ; Ctgapp(40000000) ; o0vuheqdtrqe4u55irq1bd55 ; 1
;User Search Activity ; Speech Analytics ; Category Query String ; before after ; charge
charged charges charging > C; 36
Where: the user searched the category C that was defined with the terms: before and
after. The breadcrumbs show a previous search of the terms: charge, charged, charges,
charging.
Set Filters
06/22/10 09:16:48.484 (+02) ; Ctgapp(40000000) ; o0vuheqdtrqe4u55irq1bd55 ; 1 ;
User Search Activity ; Speech Analytics ; Set Filters ; TimeZone = <None> ,
LocalStartTime <= 04/01/10 01:59:59.000 , LocalStartTime >= 03/01/10
02:00:00.000 ; All Interactions > Filters set; 12
Where: the user set a filter on the start time between the 03/01/10 and 04/01/10. The
breadcrumbs show a search of All Interactions, and then the filter was set.
Clear Filters
06/22/10 09:12:38.625 (+02) ; Ctgapp(40000000) ; o0vuheqdtrqe4u55irq1bd55 ; 1 ;
User Search Activity ; Speech Analytics ; Clear Filters ; ; charge charged charges
charging > C > Filters set > Filters cleared; 23
Where: the user cleared the previously set filter.

Chapter 3
Topics
 Flags and the Flag Manager Overview, page 45
 Accessing the Flag Manager, page 46
 Adding a Flag, page 47
 Editing a Flag, page 48
 Deleting a Flag, page 49
 Displaying Hidden Flags, page 50
Chapter 3 - Flags and the Flag Manager Overview
Flags and the Flag Manager Overview

The Flag Manager enables you to create an unlimited number of flags, which are used to
mark contacts for further attention.
For each flag you create, a corresponding flagged folders is created once the flags is
assigned to a contact.
Flags must be assigned to users in the Assignment Manager module and are visible to
different users according to the flags you assign to them.
The Flag Manager displays the contact flags you define in the Contact Flags.
The following predefined flags exist in the system:
 Contact flags: Customer Complaints

Chapter 3 - Accessing the Flag Manager
Accessing the Flag Manager

If you have rights to the Flag Manager, you can access it as follows:
1 Log on to the system.
2 Select Interactions > Administration > Flags.

Chapter 3 - Adding a Flag
Adding a Flag
You can add a contact flag or an evaluation flag.
1 Select the Contact Flags tab.
2 Click Add Flag.
3 Type a unique flag name and description (optional) in the relevant fields.
The name of a flag must not end in “\”.
4 Set the flag status.
Flags not currently in use but which may be of use in the future can be hidden by
the system. Hidden flags are not visible in the Assignment Manager application, in
searches or when flagging a contact.
By default, the Flag Manager displays only visible flags in the flag list.
5 In a system with multi-tenancy support only, from Owning Organization, select a
single organization. Only organizations in your visibility are displayed; default value
is the top level organization in your visibility.
For information on multi-tenancy (or Software as a Service (SaaS)), see SaaS
Service Provider Reference Guide.
6 Click Add to save the new flag in the appropriate tab list of defined flags.

Chapter 3 - Editing a Flag
Editing a Flag
You can edit any of the existing flags. Multiple users can edit the same flag
simultaneously. In such cases, the most recent changes made to the flag are those
saved to the system.
Historical data is not lost when you change the name of a flag. You can still perform
searches and generate reports that are based on the previous flag name, but this flag
name no longer appears in the system.
2 In the row of the flag you want to edit, click .
3 Edit the parameters as required and click OK to save the changes to the flag.

Chapter 3 - Deleting a Flag
Deleting a Flag
Deleting a flag in the Flag Manager removes that flag from the system-wide directory.
You cannot perform searches or generate reports for a deleted flag.
You cannot delete the Forward To Employee and Require Attention evaluation flags,
or the Customer Complaints contact flag, from the system. You can modify the
description and status of these flags.
2 In the row of the flag you want to delete, click .
3 Click Yes to confirm the deletion and to remove the flag from the list of defined
flags.

Chapter 3 - Displaying Hidden Flags
Displaying Hidden Flags

Flags not currently in use but which may be of use in the future can be hidden by the
system. Hidden flags are not visible in the User Management application, in searches or
when flagging a call.
By default, the Flag Manager displays only visible flags in the flag list.
2 Select Show hidden flags to add hidden flags to the defined list of flags.

Chapter 4
Caption Editor
Topics
 Caption Editor Overview, page 52
 Accessing the Caption Editor, page 53
 Editing Captions, page 54
Chapter 4 - Caption Editor Caption Editor Overview
Caption Editor Overview

The system’s platform has a default set of captions that appear in various applications
and administrative tools. Caption Editors enable you to modify the captions to reflect the
terminology used in your enterprise.
Each Caption Editor page displays a list of the following editable captions, their current
value, and messages where these terms appear:
 DNIS
 ANI
 Employee
 Group
 Evaluator
 Assessor
 Rating
 PBX ID
 Section
 Category
 Question
 Supervisor
 Custom Data
 Remark
 Wrap-up time
 Speech Analytics Projects
 Status
Modifying captions requires restarting some system components, which may interfere
with user activity. Therefore, it is recommended that you edit the captions during non-
business hours.

Chapter 4 - Caption Editor Accessing the Caption Editor
Accessing the Caption Editor

If you have rights to the Caption Editor, you can access it as follows:
2 Select Interactions > Administration > Caption Editor.

Chapter 4 - Caption Editor Editing Captions
Editing Captions
1 Print the current settings so you can reference the current caption set while making
changes (since the field context is not always obvious from the field name).
2 From the Caption set language list, select the language whose captions you want
to edit.
3 By default, you can replace one term across all affected applications. If you want to
view the term's instances in a subset of applications, select the applications you
want to include from the Application list.
4 From the Caption to modify list, select the term you want to replace.
The Caption Editor page displays the places where the caption was found in the
system’s applications.
Captions that have been edited in the past and no longer display the default text are
indicated by an enabled Reset Item icon.
5 Change the caption manually, or click Find and Replace to open the Find and
Replace dialog box for replacing all instances of a recurring word.
If a colon (:) or comma (,) appears in the field name, make sure you add these
punctuation marks in the captions as well.
If the term you are editing appears in the displayed system messages, make sure
that you update the caption without changing the meaning of the message.
6 (Optional) To view an edited caption's original text, click the Display Default icon
(this icon is only enabled for captions that have been modified).
7 (Optional) To view the default text for all captions, click the Display All Defaults
button.
NOTE Loading the defaults only affects the page display, and will not affect the
current saved set of captions. Once you click Save, the modified captions
will be replaced with the default texts.
8 (Optional) To view the last saved caption set, click the browser's Refresh button.
9 Click Save.
The caption set is saved.

Chapter 5
Custom Data
Topics
 Custom Data Overview, page 56
 Configuring Custom Data, page 57
 Accessing the Custom Data Manager, page 58
 Viewing Custom Data Field Information, page 59
 Showing Disabled Custom Data Fields, page 60
 Setting a Custom Data Field, page 61
 Mapping Custom Data Fields, page 62
 Configuring Cradle-to-Grave for Custom Data Mode, page 63
 Customized Data Sets, page 64
 Custom Data Field Topologies, page 67
 Custom Data Field Specifications, page 69
Chapter 5 - Custom Data Custom Data Overview
Custom Data Overview

Custom Data (CD) fields enable customers to create customized sets of data that can be
used for interaction marking, alongside with the data obtained from the customer’s
recording environment. For example, an enterprise may want to tag an interactions with
an indication of the line of business to which it belongs, when this data is not available
from CTI. See “Custom Data Field Topologies” on page 67 for more information.
Custom Data allows you to attach additional data to an interaction’s record, according to
the customer's requirements and the data model. You can tag interactions with
information available from:
 CTI: A CTI, like a skill set or account ID, in addition to the predefined CTI data
collected for each interaction and contact. See “Custom Data Field Topologies” on
page 67 for more information.
 Application Event Triggers: Desktop application event triggers used to tag
information from recorded desktop events.
 Applications: Applications developed with the CTI to tag information from
recorded interactions.
The system saves the information in Custom Data fields to the Directory. This data is
used for business analytics across all applications. A single interaction can be tagged
with up to 25 Custom Data fields.
You manage Custom Data fields in the Custom Data Manager. The Custom Data Manager
displays a list of the Custom Data fields and allows you to determine which of them will
be enabled in the system.

Chapter 5 - Custom Data Configuring Custom Data
Configuring Custom Data

To configure recorder custom data you must first perform the following procedures:
1 In the Custom Data Manager, Enable Custom Data for recorders by following the
Custom Data procedures in this document. See “Setting a Custom Data Field” on
page 61.
2 In the Caption Editor, set the Custom Data captions to reflect the terminology used
in your enterprise.
For more information, see “Caption Editor” on page 51.
3 Under the portal’s Recording Management option, configure custom data recording
attributes.
For a list of supported attributes, see Avaya Contact Recorder Planning, Installation,
and Administration guide. Note that in the Avaya Contact Recorder, custom data is
called private data.
4 In the Assignment Manager, assign the enabled custom data to the required groups
or roles.
For more information, see “Assignment Manager” on page 85.

Chapter 5 - Custom Data Accessing the Custom Data Manager
Accessing the Custom Data Manager

If you have rights to the Custom Data Manager, you can access it as follows:
2 Select Interactions > Administration > Custom Data.

Chapter 5 - Custom Data Viewing Custom Data Field Information
Viewing Custom Data Field Information

To view custom data fields’ information:
1 In the Custom Data Manager, from the Custom Data Sets drop-down list, select
the data set you want to view.
The following table describes the information displayed for Custom Data fields.
Parameter Description
Enabled Enabled Custom Data fields appear in the system’s applications.

Disabled fields remain hidden in all the applications.
By default, all Custom Data fields are disabled.
Display Name The display name of the Custom Data field. This value is read-only.
You can assign a meaningful name to a Custom Data field using
the Caption Editor.
Field Name The name defined for this field when the Custom Data Planner tool
is used. When the default Data Set is used (provided by the
system), this field is empty and non-editable.
Type The predefined type of this field. See “Custom Data Field
Specifications” on page 69 for further information.
Indexed Fields indexed in the database return faster search results. This
value is read-only.
True = You can use this field as the sole criteria for searches or
report generation.
False = You can use this field to filter data only when coupled with
at least one indexed field.
Data Source Any combination of CTI, API and Screen Analysis.
Description A description of the Custom Data field.

Chapter 5 - Custom Data Showing Disabled Custom Data Fields
Showing Disabled Custom Data Fields

By default, only enabled custom data fields appear in the Custom Data list.
To show all custom data fields in the Custom Data list:
1 In the Custom Data Manager, select Show disabled fields.
Disabled fields remain hidden in all the system’s applications.

Chapter 5 - Custom Data Setting a Custom Data Field
Setting a Custom Data Field

1 In the Custom Data Manager, from the Custom Data Sets drop-down list, select
the data set for which you want to add a values.
2 In the row of the Custom Data field you want to set, click .
3 Type a meaningful description for the Custom Data field.
4 To enable the Custom Data field, select Enable.
Enabled Custom Data fields appear in the system’s applications. Disabled fields
remain hidden in all the applications.
By default, all Custom Data fields are disabled.
5 From the Data Source list, select any combination of options.
6 In the Add Value field, type a value for the Custom Data field. Verify that the value
correlates to the actual value that is received from the applications providing this
information such as CTI.
NOTE These values added are used in the Interactions application as search
filters when searching for interactions.
7 Click Add to add the value to the Value List field.

8 Click OK to save the Custom Data field parameter values.
NOTE Once a custom data is set in the Custom Data Manager, you must map it to an
interaction’s attribute. When an interaction is recorded, the system will map the
interaction’s attribute value to its relevant custom data field.

Chapter 5 - Custom Data Mapping Custom Data Fields
Mapping Custom Data Fields

Once a custom data is set in the Custom Data Manager, you must map it to a call’s
attribute. When a call is recorded, the system will map the call’s attribute value to its
relevant custom data field.
1 Access the portal.
2 Click Recording Management > Custom Data and map the enabled custom data
to the appropriate attribute.

Chapter 5 - Custom Data Configuring Cradle-to-Grave for Custom Data Mode
Configuring Cradle-to-Grave for Custom Data

Mode
If a Custom Data field is used to gather interactions into a single contact (for Cradle-to-
Grave support), configure the relevant Cradle-to-Grave parameters in the Enterprise
Management module before configuring the relevant Cradle-to-Grave parameter in the
Custom Data Manager.
To configure the Cradle-to-Grave parameters:
1 Access the portal.
a. To activate the Cradle-to-Grave license, select System Management >
Licensing Management > System Licensing.
i. Under Voice Recording, Search and Replay, select Enterprise Cradle to
Grave.
b. Select System Management > Enterprise > Setting.
i. Select the Interaction Applications server role. Under the Playback
Contact Gathering section, from the Unique Contact ID list, select
Custom Data.
ii. Select the Contact Database server role. Under the Advanced Contact
Gathering section, from the Enterprise Gathering Mode drop-down,
select Custom Data.
2 Access the Custom Data Manager.
a. Verify that at least one Custom Data field is Enabled.
NOTE Only Custom Data fields that are enabled (their Enable property is
selected) can be selected for the Cradle-to-Grave parameter.
b. From the Gathering Mode drop-down list, select the relevant Custom Data
field.
NOTE The Gathering Mode drop-down appears only if the Unique Contact ID
field in the Enterprise Management module is set to Custom Data.
c. Click Set.

Chapter 5 - Custom Data Customized Data Sets
Customized Data Sets

 Customized Data Sets Overview, page 64
 Shared Data Fields, page 65
 Shared Data Fields, page 65
 Importing Customized Data Sets, page 65
Customized Data Sets Overview

A data set is a collection of Custom Data (CD) and Conditional Custom Data (CCD)
fields. By default, the system provides a data set with 25 CD fields and 5 CCD fields,
which also adhere to the database's maximum field requirements. For systems that
require more than the default number of fields, customized data sets can be defined,
which support up to 75 CD fields and 15 CCD fields. Customized data sets are typically
used to support different Lines of Business (LOBs).
NOTE CCDs are not supported by the Avaya Contact Recorder.
To handle the additional field requirements when defining customized data sets, each
field (25 CD and 5 CCD) can be associated with 3 different values, each originating from
a different LOBs. However, for each recorded interaction in the system, each CD and
CCD field will contain only one value, depending on the LOB.
The maximum number of fields (25 CD and 5 CCD) are referred to as physical fields,
while any extra fields are referred to as logical fields.
For example, an Insurance company may have 3 lines of business:
 Health Insurance
 Car Insurance
 Travel Insurance
The CD1 field in database can contain one of 3 different field values for each LOB:
 LOB: Health Insurance; Field: Health Insurance Type
 LOB: Car Insurance; Field: Car Type
 LOB: Travel Insurance; Field: Travel Location
To support this, the following must be configured in the system:
 CD1 must be mapped to the field Health Insurance Type
 CD26 (CD1’s matching logical field) must be mapped to Car Type
 CD51 (CD1’s matching logical field) must be mapped to Travel Location
When an interaction is recorded, it is associated to one line of business only. Therefore,
CD1 field in the database will contain only one of the 3 potential values (either Health
Insurance Type, Car Type or Travel Location).

Chapter 5 - Custom Data Shared Data Fields
Data Sets are defined and used in the Interaction applications only; they are not
considered on the recorder side when mapping the CD and CCD fields to call attributes.
Customized Data Sets are created in the standalone Custom Data Planner utility, with
the help of an application’s consultant. See the Custom Data Planner online help for
further information.
Shared Data Fields enable the same data field to be defined in many sets. For more
information, see “Shared Data Fields” on page 65.
Defined sets are imported into Custom Data and Conditional Custom Data Managers. For
more information See “Importing Customized Data Sets” on page 65.
Values are assigned to the data fields in the Custom Data and Conditional Custom Data
Managers.
Shared Data Fields

There are 75 Custom Data fields available per project.
A single field defined in multiple sets is called a shared data field. You can use the same
shared data field in every set created within a project. A project can contain up to 100
sets.
When you update a shared data field in one set, rules and values defined for that field
are automatically updated in all other sets using the shared data field.
Importing Customized Data Sets

Customized Data Sets are contained in a project. You must import a project defined in
the Custom Data Planner into both the Custom Data and the Conditional Custom Data
Manager.
You must populate a project and save it as an .xml file before you can import it.
1 In the Custom Data Manager, click Import.
2 Browse to the required .xml file, select it and click OK.
3 Click Close.
The Customized Data Sets are available for selection from the Custom Data Sets
list.
4 Repeat steps 1-3 to import the project into the Conditional Custom Data Manager.
If you first import the project into the Conditional Custom Data Manager, the names
of the sets appear in the Custom Data Manager, but the fields are not yet imported.
Printing Custom Data Parameters

You can print a table of Custom Data fields including the display name, type, indexed
fields, data source, values, and description.

Chapter 5 - Custom Data Printing Custom Data Parameters
1 In the Custom Data Manager, click Print.

2 Click Print at the top of the page.
3 Select a printer and click Print.

Chapter 5 - Custom Data Custom Data Field Topologies
Custom Data Field Topologies

Custom Data can include physical fields, or a mixture of physical and logical fields.
 Physical Fields:
Physical fields are the database cells that contain the data. Physical fields strive to
optimize logical fields according to how data are going to be used, such as for
reports, data entry, and analysis.
Each physical field can contain up to three logical fields.
 Logical fields:
Logical fields depict the true relationships of attributes as they are grouped into
entities, relating attributes to attributes and entities to entities. Logical fields are
not concerned with implementation, storage mechanisms, and redundancy of data.
Attributes of logical fields are usually independent of other attributes.
For Custom Data fields, the system supports 25 physical fields divided into 75 logical
Custom Data fields.
You cannot use more than one logical data field from the same physical data field at one
time. For more information, see “Customized Data Sets” on page 64.
The following table shows how physical data fields are divided into logical fields for
Custom Data.
Physical Custom Data Fields Logical Custom Data Fields
1 1 26 51
2 2 27 52
3 3 28 53
4 4 29 54
5 5 30 55
6 6 31 56
7 7 32 57
8 8 33 58
9 9 34 59
10 10 35 60
11 11 36 61
12 12 37 62
13 13 38 63
14 14 39 64
15 15 40 65

Chapter 5 - Custom Data Custom Data Field Topologies
Physical Custom Data Fields Logical Custom Data Fields
16 16 41 66
17 17 42 67
18 18 43 68
19 19 44 69
20 20 45 70
21 21 46 71
22 22 47 72
23 23 48 73
24 24 49 74
25 25 50 75

Chapter 5 - Custom Data Custom Data Field Specifications
Custom Data Field Specifications

A single project may include up to 25 physical Custom Data fields and 75 logical Custom
Data fields (for more information on physical and logical fields, see “Custom Data Field
Topologies” on page 67).
You can customize each Custom Data field to your specific needs. Each Custom Data
field is represented by one of the following field types:
Field Type Use
int Stores non-decimal numeric values.
varchar Returns a varying-length character string.
The following table describes the available Custom Data fields.
Physical Custom Database Field Type Length Logical Custom

Data Fields Name Data Fields
1 p1_value varchar 128 1, 26, 51
10 p10_value varchar 64 10, 35, 60
11 p11_value varchar 64 11, 36, 61
12 p12_value varchar 64 12, 37, 62
13 p13_value varchar 64 13, 38, 63
14 p14_value varchar 64 14, 39, 64
15 p15_value varchar 64 15, 40, 65
16 p16_value varchar 64 16, 41, 66
17 p17_value varchar 32 17, 42, 67
18 p18_value varchar 32 18, 43, 68

Chapter 5 - Custom Data Custom Data Field Specifications
Physical Custom Database Field Type Length Logical Custom

Data Fields Name Data Fields
19 p19_value varchar 32 19, 44, 69
20 p20_value varchar 32 20, 45, 70
21 p21_value varchar 32 21, 46, 71
22 p22_value varchar 32 22, 47, 72
23 p23_value varchar 32 23, 48, 73
24 p24value int 4 24, 49, 74
25 p25_value int 4 25, 50, 75

Chapter 6
Shared Inboxes
Topics
 Shared Inbox Manager Overview, page 72
 Shared Inbox Folder Functionality, page 73
 Accessing the Shared Inbox Manager, page 75
 Adding a Shared Inbox, page 76
 Editing a Shared Inbox, page 77
 Deleting a Shared Inbox, page 78
 Customizing a Shared Inbox, page 79
 Inbox and Shared Inbox Lottery Mechanism, page 81
Chapter 6 - Shared Inboxes Shared Inbox Manager Overview
Shared Inbox Manager Overview

A Shared Inbox is a pool of interactions that share the same set of characteristics (such
as interactions made to a specific DNIS, interactions of a certain length, or from a
particular line of business), that can be accessed by multiple users.
The system pushes interactions to the Shared Inbox pool using a set of rules that define
the interactions’ characteristics and the number of interactions to push. These
interactions can then be evaluated by anyone who is assigned to the Shared Inbox in the
Assignment Management application. In addition, users can only evaluate interactions
that are in their visibility. An interaction can be evaluated by one user only; no two users
can evaluate the same interaction.
Because the Shared Inbox’s interactions have similar characteristics, it provides for
more balanced employee evaluations across the enterprise. It also enables users to
more efficiently manage quotas across teams, evaluate an optimum number of
interactions, and ensure that the most important interactions are addressed in a
consistent, effective manner, thus significantly improving leaders workflow.
With the Shared Inbox Manager, you create Shared Inbox instances that are available
for assignment to leaders in the Assignment Management application.

Chapter 6 - Shared Inboxes Shared Inbox Folder Functionality
Shared Inbox Folder Functionality

The system uses a lottery mechanism to deliver interactions to the Shared Inbox (the
same mechanism used to push interactions to the Inbox folder). Every hour, the system
checks if the number of interactions in the Shared Inbox meets its defined rules quota
requirements. If not, the system automatically provides the required number of
interactions for the required time period to ensure that the rules quota is filled.
The number of new interactions that the system pushes is the number required for the
relative period, minus the number of interactions already in the Shared Inbox.
If evaluations are completed for interactions when performing a search or accessing a
folder (and not when accessing the Shared Inbox), the system does not consider these
when calculating the remaining Shared Inbox quota. In addition, if interactions are
pushed to the Shared Inbox from an external system using the Shared Inbox Web
Service API, these interactions are also not considered during quota calculations.
A user has the option to reject a specific interaction from the Shared Inbox pool. In this
case, the system automatically replaces the rejected interaction with a new interaction,
in order to meet the rules quota requirements.
The interactions are pushed evenly during the rule’s defined period of time. So if the
Shared Inbox requires five interactions per week, the system pushes one interaction at
the end of the first day, another at the end of the second day, and so on.
The system pushes the newest interactions available to the Shared Inbox, from within
the specified date range, and according to the rules in the Shared Inbox.
NOTE For systems enabled with the Enterprise Cradle-to-Grave feature, there is
a delay of up to three hours from the start time of the first interaction of
the contact until it reaches the Shared Inbox.
For more information on the lottery mechanism see “Inbox and Shared Inbox Lottery
Mechanism” on page 81.
The Shared Inbox is composed of the following:
 Shared Inbox Scope, page 73
 Shared Inbox Mode and Rules, page 74
 Shared Inbox Time Range, page 74
Shared Inbox Scope

Each Shared Inbox is associated with one or more organizations/groups. These
organizations/groups define the scope for the Shared Inbox (that is, the organizations/
groups from which interactions are selected for the Shared Inbox).
By default, the Shared Inbox scope is not defined and no interactions are pushed to the
Shared Inbox.

Chapter 6 - Shared Inboxes Shared Inbox Mode and Rules
Shared Inbox Mode and Rules

The system supports the following modes for selecting which interactions to push to a
Shared Inbox:
 Fulfill quota per employee: In this mode you define one or more rules for
selecting interactions to push to the Shared Inbox, and you define one quota which
defines how many interactions should be pushed to the Shared Inbox per employee.
The system processes the first rule you define first. If the quota is filled using only
this rule, the system ignores any subsequent rules. If the quota is not filled using
the rule, the system continues processing interactions using the next available rules
until the quota for all the employees is fulfilled.
If all defined rules are processed and the quota is still not met, it is possible to force
the system to push the required number of interactions to the Shared Inbox, even if
they don't match any of the defined rules.
Use this mode to get the same number of interactions in the Shared Inbox for each
of the participating employees (depending on the Shared Inbox Scope), and to
make sure that these interactions have the same properties.
NOTE The Shared Inbox has no limitation on the number of employees that can
be defined per rule.
 Fulfill Quota per Rule: In this mode you define one or more independent rules for
selecting interactions to push to the Shared Inbox, and you define a quota per rule.
The system processes all the rules and tries to fulfill the quota for each rule.
In this mode you may get different numbers and types of interactions for each
employee, depending on the type of rules you define.
This mode is useful if you want to analyze interactions of particular interest, such as
very long interactions, or interactions with many holds.
The number of employees and their interactions in the Shared Inbox depend on
interaction properties. You can view any number of employees and their interactions
that meet the rule definition.
The Shared Inbox has default set of rules, according to which ten interactions are
pushed per employee (depending on the Shared Inbox Scope), whose duration is
between 5-10 minutes and contain recorded screens. The interactions are evenly
distributed across the course of a week, that is, two interactions on each weekday.
Shared Inbox Time Range

The Shared Inbox supports weekly or monthly quotas. Quotas fulfilled on a weekly basis
use interactions recorded from the beginning of the current week. Quotas fulfilled on a
monthly basis use interactions recorded from the beginning of the current month.

Chapter 6 - Shared Inboxes Accessing the Shared Inbox Manager
Accessing the Shared Inbox Manager

If you have the Shared Inbox Manager right assigned to you in the User Management
application, you can access the Shared Inbox Manager as follows:
2 Select Interactions > Administration > Shared Inboxes.

Chapter 6 - Shared Inboxes Adding a Shared Inbox
Adding a Shared Inbox

1 From the Shared Inbox Manager, click Add Inbox.
2 Type a unique name and description (optional) in the relevant fields.
3 In the Status field, select Visible or Hidden.
Shared Inboxes that are not currently in use in the system but which may be of use
in the future, can be hidden in the system. Visible inboxes are available for
allocation to users.
By default, the Shared Inbox Manager displays only visible inboxes in the Shared
Inbox list.
4 In a system with multi-tenancy support only, from Owning Organization, select a
single organization. Only organizations in your visibility are displayed; default value
is the top level organization in your visibility.
For information on multi-tenancy (or Software as a Service (SaaS)), see Workforce
Optimization SaaS Service Provider Reference Guide.
5 Click OK to add the new Shared Inbox to the list of defined Inboxes.

Chapter 6 - Shared Inboxes Editing a Shared Inbox
Editing a Shared Inbox

1 In the row of the Shared Inbox you want to edit, under the Edit column, click .
2 Edit the parameters as required.
3 Click OK.

Chapter 6 - Shared Inboxes Deleting a Shared Inbox
Deleting a Shared Inbox

1 In the row of the inbox you want to delete, click .
2 Click Yes.

Chapter 6 - Shared Inboxes Customizing a Shared Inbox
Customizing a Shared Inbox

1 In the row of the inbox you want to customize, under the Customize column, click
.
The Customize Inbox window appears.
2 To define the scope of the Shared Inbox, select the organization/group from the
Available Organizations/Groups box, and click to move the selected
organization/group to the Selected Organizations/Groups list.
3 In the Mode field, select either Fulfill quota per employee or Fulfill quota per
rule as the Inbox mode. For information on the different modes type, see Chapter 6
“Shared Inbox Mode and Rules”.
If you begin defining rules and then switch to a different Inbox mode, any rules you
defined for the previous mode are lost.
If you select the Fulfill quota per employee mode, the total number of users
assigned to the Selected Organizations/Groups should not exceed 1000,
otherwise the system can experience slow performance and time-out.
4 From the Time Range list:
 To define a quota that should be fulfilled each week, select Current Week
 To define quotas that should be fulfilled each month, select Current Month
5 In the Quota field (appears for Fulfill quota per employee mode only), enter the
number of interactions you want to push to the Shared Inbox for each employee
(depending on the Shared Inbox Scope), for the defined time period.
6 To define rules for determining which types of interactions to push to the Shared
Inbox, click Add Rule (the maximum number of rules that can be defined is also
displayed).
7 Create the rule as follows:
a. From the available fields, select the relevant options.
For informations on the different fields, see the Interactions User Guide.
b. To push only interactions that were not already evaluated, under the Additional
Data section, select the Not yet evaluated option.
c. Click Define Rule and do the one of the following:
 In Fulfill quota per employee mode, enter a meaningful name for this rule
 In Fulfill quote per rule mode, enter a meaningful name for this rule and
enter the required quota for the rule
8 Click OK.
The rule that you defined appears in the Customize Inbox window.
9 To edit this rule, click the Edit icon .
10 To delete the rule click the Delete icon .
11 To create additional rules, click Add rule.
12 In Fulfill quota per employee mode:

Chapter 6 - Shared Inboxes Customizing a Shared Inbox
 To change the order in which the rules appear in the table thus increasing or
decreasing a rule’s priority, click the arrow options and
 To verify that the quota is always met, select the Fulfill quota when rules
cannot be met check box
13 Click OK.

Chapter 6 - Shared Inboxes Inbox and Shared Inbox Lottery Mechanism
Inbox and Shared Inbox Lottery Mechanism

The system uses a lottery mechanism to deliver interactions to the Shared Inbox pool.
This mechanism is also used to deliver interactions to the Inbox folder.
 Frequency Calculations, page 81
 Interactions Selection Period, page 83
Frequency Calculations
The lottery mechanism considers the Inbox’s/Shared Inbox’s defined quota and defined
time period when determining how often new interactions are pushed to the Inbox/
Shared Inbox. This is done according to the following formula:
Defined period/Defined quota = Frequency of delivery
 Example: 5 day work week, page 81
 Example: 7 day work week, page 82
Example: 5 day work week

In an enterprise that operates 5 days a week, Monday through Friday, where an Inbox/
Shared Inbox is configured to deliver 10 interactions per employee per week, an
interaction will be pushed once every 12 hours, based on the following calculation:
Defined period = 24 hours * 5 workdays = 120 hours
Defined quota = 10 interactions per employee per week
Defined period/Defined quota = 120/10 = Push an interaction every 12 hours
The time period in this example begins on Monday at midnight and the full quota must
be filled by 11:59 pm the following Friday.
Thus, by the end of the first day of the week the Inbox/Shared Inbox will have two
interactions for each of the employees in your group. The first interaction will be pushed
for the 00:00-12:00 time slice and the second will be pushed for the 12:00-11:59 time
slice.
The following tables shows different delivery times based on different defined quotas,
assuming a 5 day work week.
Per Week Quota Number of Interactions Delivery Times per Day

to Deliver per Day
5 per employee 1  00:00 am

 12:00 pm

Chapter 6 - Shared Inboxes Example: 7 day work week
Per Week Quota Number of Interactions Delivery Times per Day

to Deliver per Day

 8:00 am
 4:00 pm

 6:00 am
 12:00 pm
 6:00 pm

 03:00 am
 06:00 am
 09:00 am
 12:00 pm
 3:00 pm
 6:00 pm
 9:00 pm
Example: 7 day work week

In an enterprise that operates 7 days a week, where an Inbox/Shared Inbox is
configured to deliver 10 interactions per employee per week, an interaction will be
pushed once every 16 hours and 48 minutes, based on the following calculation:
Defined period/Defined quota = 168/10 = Push an interaction every 16 hours and
48 minutes
Assuming the week starts on Sunday, the following table shows the times during which
interactions are pushed to the Inbox/Shared Inbox.
Day Delivery Time Number of Interactions

in the Inbox at That
Time
Sunday 00:00 1
Sunday 16:48 2
Monday 09:36 3
Tuesday 02:24 4
Tuesday 19:12 5

Chapter 6 - Shared Inboxes Interactions Selection Period
Day Delivery Time Number of Interactions

in the Inbox at That
Time
Wednesday 12:00 6
Thursday 4:48 7
Thursday 21:36 8
Friday 14:24 9
Saturday 7:12 10
Interactions Selection Period

The lottery mechanism is scheduled to run once an hour (configurable by the
administrator). It attempts to fulfill the quota the first time it is invoked for each time
slice. This is in order to make sure the Inbox/Shared Inbox are populated with
interactions as quickly as possible, to enable the evaluators to start evaluating the
interactions without any delay.
The period from which the interactions are selected is determined by the following:
 Full Period: The time range selected for the quota – one month or one week.
 Partial Period: The time period between the most recent interaction (of any
employee) in the Inbox/Shared Inbox and the current time.
The lottery performs the following until it finds the required number of interactions to
push:
1 Searches for an interaction recorded during the partial period based on the defined
rules and priorities. If none found, moves to the next step.
2 Searches for an interaction recorded during the full period based on the defined
rules and priorities. If none found, moves to the next step.
3 If the Fulfill quota when rules can't be met check box is selected, search for an
interaction from the full period regardless of the rules.
If not enough interactions are found, the lottery mechanism will attempt to fulfill the
quota the next time it is scheduled to run.
Example: 2 interactions per week (5 day work)

In an enterprise that operates 5 days a week, Monday through Friday, where an Inbox/
Shared Inbox is configured to deliver 2 interactions per employee per week, an
interaction will be pushed once every 60 hours, based on the following calculation:
Defined period/Defined quota = 120/2 = Push an interaction every 60 hours

Chapter 6 - Shared Inboxes Example: 2 interactions per week (5 day work)
The time period in this example begins on Monday at midnight and ends by 11:59 pm
the following Friday.
Assume that an employee works 8 hour shifts every day from 00:00 - 08:00.
The following table shows the employee’s delivered interactions’ recording times
(assuming interaction were performed during all hours of the shift and match the rules):
Interaction Time slice Interaction Selected Flow

to Deliver
Interaction 1 Monday 00:00 - Any interaction that was The lottery mechanism
Wednesday 11:59 recorded on Monday between attempts to deliver an
00:00 - 01:00. interaction the first time it
is invoked for the time slice
at 00:00.
If no matching interaction
is found (as 00:00 is the
beginning of the shift) it
attempts to fulfill the quota
the next time it is
scheduled to run at 01:00.
Interaction 2 Wednesday 12:00 Any interaction that was The lottery mechanism
- Friday 00:00 recorded between the following attempts to deliver an
times (partial period): interaction the first time it
 The recording time of is invoked for the time slice
Interaction 1 (Monday at 12:00. As interactions
between 00:00 - 01:00) were recorded during the
and partial period, the second
(and last) interaction will
 The current time
be delivered at 12:00.
(Wednesday 12:00)

Chapter 7
Assignment Manager
Topics
 Assignment Manager Overview, page 86
 Entity Assignment in Assignment Manager, page 87
 Recommended Workflow, page 88
 Assignment Manager Interface, page 89
 Assignment Manager Frequently Asked Questions, page 97
Chapter 7 - Assignment Manager Assignment Manager Overview
Assignment Manager Overview

Assignment Manager is a user management tool that enables administrators to define
the access rights to Interactions entities. This is done by affiliating the entities to users’
organizations/groups and roles.
Assignment Manager users thus assign Interactions entities such as forms, flags,
folders, Speech Analytics projects, and Analysis reports to organizations/groups and
roles.
Assignment Manager Terms

 Hierarchy—Refers to both the organization and group structure in the Enterprise.
The Hierarchy is used to define user’s role scope and entity assignments.
 Roles—Controls the access to all functions in the system. A role defines user access
rights. Each user must be assigned a role in order to log on to the system, and the
system displays or enables only those functions a user role provides access to.
Each role in the system has a preconfigured set of privileges that determine what
actions employees can perform on the system.
 Entities—An organization measure defined by the administrator for use by
application users. For example, flags, forms, reports, projects and folders.
Entities must be assigned to roles and organizations/groups.
NOTE All organizations/groups, roles and entities displayed are those which have
already been defined in the system.

Chapter 7 - Assignment Manager Entity Assignment in Assignment Manager
Entity Assignment in Assignment Manager

You use Assignment Manager to assign Interactions entities to users through a
combination of organizations/groups and roles.
By default, Assignment Manager assigns the All Roles setting to all entities. This
enables Assignment Manager to manage the availability of an entity at the level of the
organization/group. You can change the default behavior and manage the availability of
an entity by role.
The system provides these levels of permissions and availability for using an entity:
 Associate a user with a role that grants privileges for using the entity
 Associate a user with a organization/group with which the entity is associated
 Associate a user with a role with which the entity is associated
The following table shows the entities that Assignment Manager manages.
Tab Entity
Evaluations Evaluation Flags

Evaluation Forms
Folders
Shared Inbox Instance
Assessments Assessment Forms

Folders
General Custom Data

Conditional Custom Data
Interactions Contact Flags

Folders
Reports Analysis Reports:

 Cross Correlation
 Interaction Metrics Distribution
Speech Analytics Projects

Chapter 7 - Assignment Manager Recommended Workflow
Recommended Workflow
We recommend the following workflow:
1 Select the Entities tab to gain an overall view of the current assignments in your
applications.
By default, Assignment Manager assigns the All Roles setting to all entities.
2 Once you are familiar with your current entity assignments, select the Hierarchy
tab to make any necessary changes.
It is recommended that you do not make extensive changes in one round.
3 Return to the Entities tab to review your changes.
4 Make any further changes in the Hierarchy tab.

Chapter 7 - Assignment Manager Assignment Manager Interface
Assignment Manager Interface

 Accessing the Assignment Manager User Interface, page 89
 Overview of the Assignment Manager Interface, page 89
 Check Box Assignment States, page 90
 Adding Entity Assignments, page 91
 Removing Entity Assignments, page 93
 Viewing and Modifying Entity Assignments in the Entities Tab, page 95
 Copying Assignments, page 96
 Viewing Former Entity Assignment States, page 96
Accessing the Assignment Manager User Interface

If you have rights to the Assignment Manager, access it as follows:
2 Select Interactions > Administration > Assignment Manager.
The Assignment Manager application opens with the Hierarchy tab showing, as
shown in “Overview of the Assignment Manager Interface” on page 89.
Overview of the Assignment Manager Interface

The following table describes the major elements of the Assignment Manager
application.
Panel Interface Element Description
Left Hierarchy tab A hierarchical tree representation of all

organizations/groups configured in the system.
You can view, copy and modify entity assignment
settings for each organization/group.
Left Roles tab A hierarchical tree representation of all roles

configured in the system.
You can view, copy and modify entity assignment
settings for each role.
Left Entities tab A folder-based view of all licensed applications’

entities in the system mainly used for viewing
purposes.
For more information see “Viewing and Modifying
Entity Assignments in the Entities Tab” on
page 95.

Chapter 7 - Assignment Manager Check Box Assignment States
Panel Interface Element Description
Left Copy button Used for copying assignments between

organizations/groups, roles or entities. See
“Copying Assignments” on page 96 for more
information.
Right Application tabs Each tab holds specific entities of the different
applications.
Tabs are preloaded and static, and visible
according to license.
Right Legend Displays the different states available for a check

box. See “Check Box Assignment States” on
page 90 for more information.
Check Box Assignment States

The legend at the bottom of the application shows the different states available for a
check box at any given position in the hierarchical tree view in each of the Hierarchy,
Roles, and Entities tabs.
Icon State Impact on Impact on Role

Hierarchy
Assigned The entity is assigned The entity is assigned

to the specified to the specified role.
organization/group. If All Roles option is
The entity is not selected, the entity is
assigned to any of assigned to all the
the organization's/ roles.
group’s subgroups or
sub-organizations.
Not Assigned The entity is not The entity is not

assigned to a assigned to a
specified specified role.
organization/group.

Chapter 7 - Assignment Manager Adding Entity Assignments
Icon State Impact on Impact on Role

Hierarchy
Inherited The specified The specified role

organization/group receives its entity
receives its entity assignment from the
assignment from a All Roles option.
parent organization/
group in the tree. The
parent organization/
group is in the
Assign to
Subgroups state.
Assign to Subgroups An entity is assigned N/A

(Hierarchy and Entities to the specified
tabs only) organization/group,
as well as to all the
its current and future
subgroups/sub-
organizations.
Adding Entity Assignments

This section describes how to assign entities to organizations/groups and roles.
 Assigning Entities to Organizations/Groups, page 91
 Assigning Entities to Roles, page 93
Assigning Entities to Organizations/Groups

By default, Assignment Manager assigns the All Roles setting to all entities.
1 Select the Hierarchy tab in the left panel.
2 Expand the top-level node.
3 Select the organization/group to which you want to assign an entity.
4 Select the tab you want from the set of tabs at the top of the right panel.
5 Locate the entity area containing the entity you want to assign.
6 Click the check box next to the entity you want to assign until you see the state you
want.
The check box state toggles between:
 Assigned
 Not Assigned

Chapter 7 - Assignment Manager Assigning Entities to Organizations/Groups
 Assign to Subgroups
See “Check Box Assignment States” on page 90 for more information about check
box options.
7 (Optional) Click Select All Assigned to assign all the entities in this area to the
specified organization/group.
8 (Optional) Click Select All Inherit to assign all the entities in this area to the
specified organization/group, and to all current and future children of the specified
organization/group.
9 Click Save at the bottom of the screen.
Organization/Group Assignments in the Assignment Manager and User

Management
In the User Management, when assigning to a user scope over an organization/group,
the user is assigned scope only over the specific organization/group you selected,
although the organization’s/group’s subgroups/sub-organizations are automatically
selected in the system.
The automatic selection of sub-groups/sub-organizations is done in order to indicate
that the user, although having scope over the selected organization/group, can access
the recordings and evaluations that took place in the selected organization/group as well
as its subgroups/sub-organizations.
For information on user visibility in the hierarchy see Workforce Optimization User
Management Guide.
In the Assignments Manager, when assigning an entity to an organization/group for a
specific role, the rights to the entity are granted to a user having the specific role
privileges, and is directly assigned scope over that organization/group in the User
Management.
If the entity is assigned in the Assignments Manager to one of the organization’s/
group’s subgroups/sub-organizations, or to an organization/group higher up in the
hierarchy, the user, who is directly assigned scope over the organization/group, is not
granted rights to the entity.
Example:
1 In the User Management the user Maria has scope over the Root Group. Its sub-
groups (Group A, Group B and Child Group B.1) are automatically selected to
show Maria’s visibility in the hierarchy.
2 In the Assignment Manager, in the Entities tab, the Inbox entity privilege is
assigned to the Supervisor role and Group B.

Chapter 7 - Assignment Manager Assigning Entities to Roles
As result, the user Maria is NOT granted rights to the Inbox entity. This is because,
although maria has visibility in Group B, Maria’s scope is over the Root Group in
the User Management.
Only users having the Supervisor role privileges and have scope directly over
Group B are granted rights to the Inbox entity.
Assigning Entities to Roles

1 Select the Roles tab in the left panel.
2 Select the role to which you want to assign an entity, or select All Roles.
4 Locate the entity area containing the entity you want to assign.
want.
The check box state toggles between
 Assigned
 Not Assigned
box options.
6 (Optional) Click Select All Assigned to assign all the entities in this area to the
specified role.
Removing Entity Assignments

 Removing Assignments from Organizations/Groups, page 94
 Removing Assignments from Roles, page 94

Chapter 7 - Assignment Manager Removing Assignments from Organizations/Groups
 Removing Auto Assignments, page 94
Removing Assignments from Organizations/Groups

1 Select the Hierarchy tab in the left panel.
2 Expand the top-level node entry.
3 Select the organization/group from which you want to remove an entity assignment.
5 Locate the entity area containing the entity you want to unassign.
6 Clear the check box next to the entity you want to unassign.
7 (Optional) Click Clear All to remove assignments from all the entities in this area.
Removing Assignments from Roles

1 Select the Roles tab in the left panel.
2 Select the role from which you want to remove an entity assignment, or select All
Roles.
4 Locate the entity area containing the entity you want to unassign.
5 Clear the check box next to the entity you want to unassign.
6 (Optional) Click Clear All to remove assignments from all the entities in this area.
Removing Auto Assignments

1 Select the organization/group or role from which you want to remove auto
assignments as follows:
For organizations/groups:
 Select the Hierarchy tab in the left panel
 Expand the top-level node entry
 Select a organization/group
For roles:
 Select the Roles tab in the left panel
 Select a role, or select All Roles
3 Locate the entity area containing the auto assignments you want to remove.

Chapter 7 - Assignment Manager Viewing and Modifying Entity Assignments in the Entities Tab
4 Click the check box next to each of the auto assigned entities to select a new state
for each entity.
box options.
5 Click Save.
6 If you selected a organization/group or All Roles, the Save Inheritance Changes
dialog box opens. Select one of these options:
 Change all to Not Assigned—For organizations/groups, removes assignments
from all the specified entities in the organization/group and from the same
entities in the children of the organization/group. For All Roles, removes the
entity assignment from all roles defined in the system.
 Keep Inheritances—Retains existing auto assignments for all the current and
future children of the specified entity.
 Revert all to previous values— Returns the assignments of all specified
entities to the status currently listed in the system.
7 Do one of the following:
 Click OK to apply your changes only to the entity specified in the first line of the
Save Inheritance Changes dialog box
 Click Apply to All to apply your changes to all specified entities.
Viewing and Modifying Entity Assignments in the

Entities Tab
The Entities tab provides a view of all the entities in the system, and the organizations/
groups and roles to which they are assigned.
The procedure for modifying an assignment in the Entities tab is slightly different to the
procedure used in other tabs.
1 Select the Entities tab in the left panel.
2 Select the organization/group from which you want to remove an assignment.
want.
The check box state toggles between
 Assigned
 Not Assigned
 Auto Assign
box options.
4 In the Save Inheritance Changes dialog box, select one of these options:

Chapter 7 - Assignment Manager Copying Assignments
 Change all to Not Assigned—Removes assignments from all the specified

entities in the organization/group and from the same entities in the children of
the organization/group.
 Revert all to previous values— Returns the assignments of all specified
entities to the status currently listed in the system.
5 Click OK.
6 Click Save.
Copying Assignments
You can copy assignments between two organizations/groups, two roles or two entities.
Assignment Manager adds assignments from the source to the target. Assignment
Manager does not delete existing assignments from the target.
1 Select the source organization/group, role or entity from which you want to copy
assignment values.
2 Select Copy.
The Copy Hierarchy, Copy Roles or Copy Entities dialog box opens.
3 Select the target organization/group, role or entity to which you want to copy
assignment values.
4 Click Copy.
Viewing Former Entity Assignment States

After changing an entity assignment, you can see how the state of that entity differs
from the state currently stored in the system.
This is useful, for example, when removing auto assignments because you can verify
what the state of an entity was before the application of auto assignment.
1 Locate the entity for which you want to view the previous assignment state.
2 Place the cursor over the check box next to the entity name.
A tool tip shows the assignment state for that entity as it is currently stored in the
system.

Chapter 7 - Assignment Manager Assignment Manager Frequently Asked Questions
Assignment Manager Frequently Asked

Questions
How do changes in Assignment Manager affect a new user added to the
system?
The user is assigned an initial role and scope (organization/group visibility) in the
database. Any later changes made to the role or organization/group in Assignment
Manager automatically affect the new user.
How does Assignment Manager reflect changes to the users present in the
system, such as employees leaving the company?
Assignment Manager does not operate at the user level. Users are removed from the
system. The roles and organizations/groups of the removed users remain in Assignment
Manager.
What happens if a role is removed from the system?
That role is no longer available in Assignment Manager.
What happens to the children of a organization/group if an auto assignment is

removed from that organization/group?
Removing auto assignments opens the Save Inheritance Changes dialog box where
you can select one of the following options:
 Change all to Not Assigned—Removes assignments from all the specified entities.
 Revert all to previous values— Returns the assignments of all specified entities
to the status currently listed in the system.
After changing an assignment, can I revert to the status currently defined in

the system?
If you have not yet saved your changes, you can cancel them by clicking Discard
Changes. If you have saved your changes, the Discard Changes option is no longer
available.

Chapter 8
Project Rules Manager
Topics
 Project Rules Manager Overview, page 99
 Create a New Rule, page 100
 Set the Rule’s Attributes, page 100
 Create a New Rule From an Existing Rule, page 105
 Import a Rule From a File, page 106
 Modify a Rule, page 107
 Enable and Disable Rules, page 108
 Delete an Existing Rule, page 108
 Export a Rule, page 109
 Rule Conditions Overview, page 110
Chapter 8 - Project Rules Manager Project Rules Manager Overview
Project Rules Manager Overview

The Project Rules Manager allows you to define rules, according to which the system
performs specific actions. You can also assign a condition to a rule, which defines when
the rule's actions must be performed.
Depending on the site’s needs, the created rule can be applied:
 retroactively to all existing interactions
 to interactions recorded during the last few days
 to new interactions
By default, new rules or modified rules are applied to all the interactions stored in the
database from the date the rule was created or modified onwards. There is a processing
delay of several minutes until the rule is activated.
Speech Analytics rules determine which interactions are earmarked for inclusion in the
transcription processing task on the Speech Analytics Transcription server/s. The Speech
Analytics Transcription server polls the interactions' transcription tasks and transcribes
them for use by the Speech Analytics application.
Example: Defining conditions

Below are two examples of setting conditions:
 To only transcribe the interactions dialed by one customer to a specific contact
center number, received during the morning shift, and handled by an employee
named Ron Peters, define the Direction, Extension and Employee information.
 Contact Duration >= 1 minute. Meaning, only interactions that are at least 1 minute
long will qualify for this rule.
Related topics
Create a New Rule, page 100
Create a New Rule From an Existing Rule, page 105
Import a Rule From a File, page 106

Chapter 8 - Project Rules Manager Create a New Rule
Create a New Rule

You can create a new rule that defines the rule properties, assigns conditions to the rule
and assigns the transcribe action to the rule.
Procedure
1 Set the Rule’s Attributes, page 100
You can define the rule's name, description, its priority and other properties, as the
first step in defining a new rule.
2 Assign Conditions, page 101
Set conditions for each rule to ensure that only those rules that meet the terms of
the condition are transcribed.
3 Assign a Transcribe Action, page 102
Assign a transcribe action to the rule to complete the creation of the new rule.
Related topics
New Rule Window Layout, page 103
Set the Rule’s Attributes

You can define the rule's name, description, its priority and other properties, as the first
step in defining a new rule.
You can create an unlimited number of new rules. If an interaction qualifies for at least
one rule, the rule will be executed and the specified actions will be performed.
Procedure
1 Log in to the system and select Interactions > Administration > Project Rules
Manager.
2 Click New Rule.
3 In the Creating New Rule window, define the rule according to the following
settings:
a. Name: Set a unique rule name.
b. Description: Describe the purpose of this rule.
c. Priority: Set to Normal by default.
Change the priority by selecting a priority level from the drop down box.
For example, if High is selected, interactions that meet the conditions set in the
Transcribe Action window will be transcribed before interactions that meet the
conditions set in a Transcribe Action configured with a Medium priority.
d. Enabled: Set to Enabled by default.
To disable the rule, clear the Enabled check box.

Chapter 8 - Project Rules Manager Assign Conditions
4 In the Applicable From field, enter any date in a mm/dd/yyyy format.

If you select a previous date, the rule applies to files that were marked in Central
Contact database as of the specified date (that is, the rule will be applied
retroactively).
NOTE If a future date is set, the rule will be activated from the future date, for
calls made on or after the specified date.
What to do next
Assign Conditions, page 101
Related topics
Rule Conditions Overview, page 110
Assign Conditions
Set conditions for each rule to ensure that only those rules that meet the terms of the
condition are transcribed.
For example, if you want to transcribe calls for a specific campaign which is manually
marked by the agent in private (custom) data, add a condition where the Interaction
Age is set to 180 minutes. This will enable private data to be updated in the interaction
before being transcribed.
Procedure
1 In the Conditions for <New Rule> area, select one or more tabs and set the
condition(s) for each configurable condition for this rule.
2 Select one of the options from the drop down list.
3 Click Add Condition.
The condition appears in the Condition Summary list at the bottom of the tab and
in the Rule Summary list on the right side of the screen.
4 To create another condition for this tab, repeat steps 1-2 above.
Multiple conditions create a condition set, in which the conditions are separated by
AND, meaning that all the conditions in this tab must be met.
5 After all the conditions have been entered, click on the Next button.
What to do next
Assign a Transcribe Action, page 102
Related topics

Chapter 8 - Project Rules Manager Assign a Transcribe Action
Assign a Transcribe Action

Assign a transcribe action to the rule to complete the creation of the new rule.
Procedure
1 In the Assign Actions to Rules window, Click Add.
2 Define the actions according to the following settings:
a. Transcribe: Transcribe is currently the only available rule action.
b. Transcription Language: Select the required Language.
c. Transcription Vocabulary: Select the required Vocabulary.
3 Select the applicable Speech Application Instance.
4 Specify the Percentage of interactions (out of the matched interactions) to be
transcribed.
5 Click OK and the new action(s) will appear in the Assign Action to Rules window.
6 Click Finish.
A Confirm message appears.
7 Click OK to save the rule.
The user is returned to the Project Rules Manager window, and the new rule(s) will
be listed in the rules table.
The new rule does not become active immediately. The new rule becomes active within
5 minutes, when the PPFW Central Missions Manager (CMM) is run.
Every task that matches a Speech Analytics Transcription cluster will be available for any
of the Speech Analytics Servers in the cluster. However, if one Speech Analytics Server
receives a task, the task will be locked by the server until the server finishes processing
the task or the time out expires.
Related topics
Rule Actions, page 103

Chapter 8 - Project Rules Manager New Rule Window Layout
New Rule Window Layout

When you create a Rule, the information about the rule is displayed in the Creating
New Rule window.
Name Description
Side Bar Indicates which step of the rule creation process the
user is currently in.
Information fields Includes the Name and Description of the rule and the
rule Priority. It also indicates whether or not the rule is
Enabled and from what date the rule is applicable.
Condition Parameters Contains all the available tabs for setting a rule’s
conditions. After selecting the Conditions for the New
Rule, User must click the Add Condition button to save
the condition.
Condition Summary This area appears under each condition’s parameters

Window and lists all the parameters set for a specific condition.
Values appear in this box after the Add Condition
button has been clicked.
A condition can be selected for deletion in this window.
Rule Summary Window Lists all the conditions set for a particular rule.
Rule Actions
After creating a Rule, the information about the transcribe actions need to be assigned
to the rule.
Name Description
Action Type Transcribe is displayed and is the only available rule

action.
Transcription Language Displays the Transcription Languages that are available

for selection.
Transcription Displays the Transcription Vocabulary that is available

Vocabulary for selection.

Chapter 8 - Project Rules Manager Rule Actions
Name Description
Speech Application Specifies a certain data set.

Project For example, a project may include all interactions in a
specific language or a different Line of Business (LOB).
Projects are created when the system is set up.
Every rule must be associated with at least one project.
Percentage Indicates the total percentage of transcribed interactions

that match all the enabled rule conditions.
Percentage Example:
If the system was purchased with the ability to transcribe 10% of the total number of
segments and there are approximately 10,000 segments on an average day, then
approximately 1,000 segments per day are transcribed.
Let's say, however, there is a rule that specifies that only segments from the
Supervisor group should be transcribed and the Supervisor group has an average of
2,000 segments per day. If the percentage of segments to be transcribed in the Rule
Editor is set to 10%, then only approximately 200 segments will be transcribed each
day, not the expected 1,000. In this example, the percentage should be set to 50% in
order to reach the total number of transcribed segments that were purchased.

Chapter 8 - Project Rules Manager Create a New Rule From an Existing Rule
Create a New Rule From an Existing Rule

You can create a new rule from an existing rule. Once the new rule has been created, it
can be modified and the rule's conditions, actions, and name can be changed.
Procedure
Manager.
2 Click the New from Existing Rule button.
3 Select the rule that will serve as the basis of the new rule. (The text color will
change.)
By default, the Assigned Actions check box is selected.
Clear the Assigned Actions check box to create the new rule without the existing
rule’s assigned actions.
4 Click OK.
The new rule will appear as the last rule in the Rules table.
5 Click on the Copy of .... file and modify the new rule as required.
Related topics
Modify a Rule, page 107

Chapter 8 - Project Rules Manager Import a Rule From a File
Import a Rule From a File

You can import a rule from an external file and a new rule can be created from the
imported rule.
Procedure
Manager.
2 Click the Import Rule from File button.
3 Click on the Choose File button.
4 Browse and click Open to select the required file.
5 By default, the Assigned Actions check box is selected.
Clear the Assigned Actions check box to create the new rule without the existing
rule’s assigned actions.
6 Click OK.
The imported rule will be listed in the rules table with the words Imported from ...
preceding the original rule's name.
This rule can now be modified or used as a base for a new rule.
Related topics
Export a Rule, page 109

Chapter 8 - Project Rules Manager Modify a Rule
Modify a Rule
Existing rules can be modified to reflect the changing needs of the organization. The
rule's conditions, actions, and name can be changed.
NOTE When reverting a rule backward, many tasks can be generated which may
load Application DB. Ensure sufficient system capacity prior to reverting
the rules.
The maximum time allow to revert a PPFW mission (rule) backward, is up
to 1 month.
If the site’s needs change, contact technical support to modify the configuration.
Procedure
Manager.
2 Click the name of the Rule that you would like to change.
3 In the Editing Rule window, make the necessary changes to the rule’s conditions
and click Next.
4 In the Assign Actions to Rules window modify the actions and click Edit.
5 Click OK and the action will appear in the Assign Action to Rules window.
6 Click Finish and then Click OK to save the rule.
The user is returned to the Project Rules Manager window, and the modified rule will
be listed in the rules table.
Related topics
Enable and Disable Rules, page 108
Delete an Existing Rule, page 108

Chapter 8 - Project Rules Manager Enable and Disable Rules
Enable and Disable Rules

Every rule can be enabled or disabled. Each time the PPFW Central Missions Manager
(CMM) is activated, it only searches for interactions matching enabled rules. Rules can
be created, but do not necessarily have to be enabled at all times. Rules can be saved in
the Project Rules Manager and enabled when required.
Procedure
Manager.
2 Click the rule name you want to enable / disable.
NOTE If an existing rule is enabled a green check mark ( ) will appear in the
Enabled column in the Rule list.
3 In the Editing Rule window do one of the following:

 Clear the Enabled check box to disable the rule
 Select the Enabled check box to enable the rule
4 Click Next, Finish and then OK to save the rule.
Related topics
Delete an Existing Rule

An existing rule can be deleted.
Procedure
Manager.
2 Click the Remove Rule icon in the line of the rule you want to delete.
3 Click OK to delete the rule.
Related topics

Chapter 8 - Project Rules Manager Export a Rule
Export a Rule
You can export a rule when other systems require the same type of rule. The rule can be
used as a baseline for new rules or can be used for troubleshooting.
Procedure
Manager.
2 Click the Export to File button in the row of the rule you want to export.
3 In the File Download box click the Save button to save the .iid file in the required
directory.
Related topics
Import a Rule From a File, page 106

Chapter 8 - Project Rules Manager Rule Conditions Overview
Rule Conditions Overview

A condition consists of a type (for example, Extension) and a value (for example, 2154).
Multiple condition values and multiple types can be assigned per condition.
Each condition can be configured with more than one type. A rule will be executed only
when an interaction matches all of the configured condition types.
For example, a rule can be defined with all three of the Direction condition types. That
is, a contact will only qualify for a rule when it is an Incoming, Outgoing or Internal
contact.
Related topics
Rules that Disqualify Specific Interactions, page 110
Condition Guidelines, page 111
Delete a Condition, page 116
Remove All Conditions, page 116
Modify a Condition, page 116
Rules that Disqualify Specific Interactions

Rules define which interactions should be transcribed.
Theoretically, you can define a rule that is not be applied to interactions with certain
characteristics. For example, a rule that transcribes only interactions whose DNIS is not
1234.
But, since the not equal to condition is only useful when you need to exclude a small
number of interactions, it is highly recommended that you do not use the not equal to
condition. For example, in CTI disconnection scenarios where the not equal to value is a
value retrieved by CTI events, the condition will not apply. The interactions that should
not be transcribed, may in fact be transcribed since they do not contain the disqualifying
data.
In addition, if multiple rules are created, a rule that does not apply to a certain contact
does not necessarily guarantee that the same contact will not qualify for another rule.
For example, audio that does not match one transcription rule, may still match another.
Therefore, rules should not be seen as an infallible way of preventing specific calls from
being transcribed.
To ensure that specific interactions are not transcribed, create ranges of interactions
that the rule should apply to, rather than interactions that the rule should not apply to.
Example: Define ranges of extensions to be transcribed

In an outbound contact center, it might be required that all interactions except those
made by upper management be transcribed. Rather than creating a rule to transcribe all
outbound calls where the extension is not equal to the upper managements extensions,
define ranges of extensions that should be transcribed.

Chapter 8 - Project Rules Manager Condition Guidelines
If the extensions range from 4000 to 4999, and upper management has extensions
4050, 4690 and 4870, define a rule to transcribe the following ranges: 4000-4049,
4051-4689, 4691-4869 and 4871-4999.
Condition Guidelines
Each tab in the Conditions section of the Project Rules Manager window displays a
condition type for which values can be defined.
Related topics
Conditions for the Direction Tab, page 111
Conditions for Numeric Field Tabs, page 111
Conditions for Alphanumeric Character Tabs, page 113
Conditions for the Exception Interaction Tab, page 115
Conditions for the Group Tab, page 115
Conditions for the Direction Tab

You can define the interaction direction.
The Direction tab contains three options:
Condition Description
Incoming Indicates inbound interactions.
Internal Indicates interactions performed within the contact

center.
Outgoing Indicates outbound interactions.
Conditions for Numeric Field Tabs

You can define a single value or a range of values for the conditions in the numeric field
tabs.
The following condition tabs contain numeric type fields:
Condition Name Description
Module Number Indicates the module that recorded the contact.
Channel Number Indicates the channel from which the contact originated.

Chapter 8 - Project Rules Manager Conditions for Numeric Field Tabs
Duration Indicates the minimum and/or maximum contact

duration in a minutes:seconds format.
IMPORTANT:
For the interaction to be transcribed, a minimum
duration of 30 seconds is recommended. Interactions
with shorter durations are transcribed by the system
only if they include a few seconds of speech. Otherwise,
they are considered empty and not processed.
Interaction Age Indicates how long the contact exists in the system.
Interaction Age is defined in minutes and up to a
maximum of 5 years (2,628,000 minutes).
Numeric Extension Indicates the employees extension number or the range

of extension numbers from which the interaction
originated.
Screen Unit Indicates that an interaction contains a recording of the

screen.
For each condition a symbol must be selected (for example, =, <, >) and a value must
be assigned. For example, if the rule is to apply to calls in which the extension is 5678,
in the Numeric Extension tab, select the equal to (=) symbol and enter the number
5678.
NOTE Both the Extension and Numeric Extension fields indicate the employees
extension number. For this reason, an interactions's meta data will contain
only one of these fields. Therefore, configuring both fields in the same rule
will retrieve no results.
Conditions for Numeric Field Tabs

Conditions can be defined using one of the following parameters:
 Define a single value, by selecting a symbol from the drop down menu in the
first field and then enter the value in the corresponding text box.
 Define a range of values, select symbols from the drop down menu in the second
row and enter a range of values in the corresponding text boxes.

Chapter 8 - Project Rules Manager Conditions for Alphanumeric Character Tabs
The available symbols are described in the following table:
Symbol Description Note
= Equal to Not available when defining a range.
!= Not equal to Not available when defining a range.
<= Less than or equal to
< Less than
>= Greater than or equal to
> Greater than
NOTE If only interactions with recorded screens need to be transcribed, set the
Screen Unit to not equal to zero (Screen Unit !=0). This will exclude
interactions without screens from transcription.
Conditions for Alphanumeric Character Tabs

You can define a single value or a range of values for the conditions in the alphanumeric
field tabs.
Each of the following condition tabs contains one or more of the alphanumeric
characters (string type fields). That is, both letters and numbers:
Employee Indicates the Employee(s) associated with the

interaction.
ANI Indicates the Automatic number identification (ANI) or

Caller ID associated to the first recorded interaction of a
call. ANI is derived from CTI and is specific to the switch
and call scenario.
The value can contain up to 15 alphanumeric characters.
DNIS Indicates the dialed number identification service (DNIS)

associated to the first recorded interaction of a call.
DNIS identifies the number that the caller dialed, useful
in call centers to which calls to multiple numbers may be
directed.
The value can contain up to 15 alphanumeric characters.

Chapter 8 - Project Rules Manager Conditions for Alphanumeric Character Tabs
Extension Indicates the employees alphanumeric extension

number.
Switch Call ID Indicates a unique call identifier for the interaction. This
value is typically received through CTI or from signaling.
The Switch Call ID field can contain up to 16
alphanumeric characters.
For each condition a symbol must be selected (for example, =, <, >) and assigned a
value. For example, if the rule needs to apply to interactions for which the DNIS is
18005551234, in the DNIS tab select the Equal to (=) symbol and enter the number
18005551234.
NOTE When defining rules for fields containing alphabetic characters, only use
the Equal to (=) symbol and ensure that the value entered is exactly as it
will be received from the CTI application.
Conditions for Alphanumeric Character Tabs

Conditions can be defined using one of the following parameters:
 Define a single value, by selecting a symbol from the drop down menu in the
first field and then enter the value in the corresponding text box.
 Define a range of values, select symbols from the drop down menu in the second
row and enter a range of values in the corresponding text boxes.
The available symbols are described in the following table:
= Equal to Not available when defining a range.
!= Not equal to Not available when defining a range.
<= Less than or equal to
< Less than
>= Greater than or equal to

Chapter 8 - Project Rules Manager Conditions for the Exception Interaction Tab
> Greater than
~ Wildcard search When assigning a value to this symbol, use

the asterisk (*) character to represent
numerous characters. For example, for all
DNIS numbers beginning with 1800, enter
1800*. Calls with DNIS 18001111 and
18002222 will qualify for the condition.
Use the question mark (?) character to
represent one character. For all DNIS
numbers in which all the digits are constant
except for the fifth digit, enter 1800?1111.
Calls with DNIS 180091111 and 180061111
will qualify for the condition.
Conditions for the Exception Interaction Tab

A call can be marked as an exception based on defined business recording rules. If a
rule is applied to interactions marked as exceptions, it will be applied to all interactions
marked as exceptions for any reason.
The Exception Interaction tab enables you to determine whether the rule will apply to
calls marked as exceptions.
Condition Description
Is Exception Signifies to apply the rule to interactions marked as

exceptions.
No Exception Signifies to apply the rule to interactions not marked as

exceptions.
Conditions for the Group Tab

You can select which group/s the rule will apply to. If no groups are specified, the rule
will be executed for all groups.
NOTE When a group that is part of a rule is deleted, the rule continues to work,
provided it contains additional existing groups. If all the groups
participating in the rule are deleted, the rule will still exist in the system
but it will not be activated. That is, there will be no reason to apply the
rule.

Chapter 8 - Project Rules Manager Delete a Condition
Delete a Condition
You can delete a single condition.
Procedure
 To delete one condition, select the condition in the Condition Summary list and
click Remove Condition.
The condition is removed from the Condition Summary list.
Remove All Conditions

You can remove all the conditions for a rule.
Procedure
 To remove all the conditions for a particular rule, click on Remove all
Conditions.
When you are asked if you are sure you want to remove all the conditions, click
Yes.
Modify a Condition
You can modify existing conditions.
Procedure
 To modify a condition, click Remove Condition. Redefine the condition as
required and click Add Condition.
The condition appears in the Condition Summary list.

Chapter 9
Speech Analytics Process

Tracking
Topics
 Speech Analytics Process Tracking Overview, page 118
 Speech Analytics Process Subsystems, page 119
 Contact Identification, page 123
 Log Manager File, page 125
Chapter 9 - Speech Analytics Process Tracking Speech Analytics Process Tracking Overview
Speech Analytics Process Tracking Overview

Speech Analytics allows you to keep track of the entire life cycle of all contacts that
enter your system. System administrators can track contacts at any stage of processing
for the purposes of troubleshooting, and to enable customers to develop their own
process monitoring mechanisms.
At each stage (that is, subsystem) of the Speech Analytics process, contact activity is
monitored by the Log Manager. An .ltf log file is created for each subsystem. The .ltf file
contains information about all the contact events (for example, call routing), that
occurred in the specific subsystem. To learn more about identifying a specific contact
throughout the Speech Analytics process, see “Contact Identification” on page 123.
The .ltf files can be queried to obtain tracking data, history, statistics, etc. To learn more
about how to access the .ltf files, see “Log Manager File” on page 125.

Chapter 9 - Speech Analytics Process Tracking Speech Analytics Process Subsystems
Speech Analytics Process Subsystems

Speech Analytics processes contacts according to the following Speech Analytics Process
Tracking sequence subsystems in the order they appear below and as shown in the
following diagram:
1 Import Manager - Contact Retrieval Tracking, page 119
2 Import Manager - Agent Resolution, page 119
3 Import Manager - Audio Processing, page 120
4 Import Manager - Job Statistics, page 121
5 Import Manager - Call Import, page 121
Import Manager - Contact Retrieval Tracking

When a contact is identified by the Import Manager, the following information is logged:
 Date and time of contact retrieval attempt
 Subsystem step
This is a constant value that is logged by the infrastructure, using category
mechanism category ID 2.
For example, Import Manager
 Tracking Category: Contact Retrieval Tracking
 Import Manager ID
 External System Contact ID
 Associated job
 Adapter name (Generic Adapter or V7 Recorder)
 Contact retrieval status
 Successful Retrieval
 Failed with error
Import Manager - Contact Retrieval Tracking Log Sample:

03/21/11 14:43:20.547 (+01);;;Import Manager;;;Contact Retrieval Tracking;;;Import
Manager instance 1;;;Contact123Nice;;;job name;;;Generic Adaper 1;;;successful
retrieval;;;
Import Manager - Agent Resolution

When a contact is processed by the Import Manager, the agent resolution/creation is
tracked for every contact extracted by the Import Manager. The following information
will be logged at this stage of the process:
 Date/time of agent resolution attempt: will be logged by the infra-structure.

Chapter 9 - Speech Analytics Process Tracking Import Manager - Audio Processing
 Subsystem step
 Tracking Category: Agent Resolution
 Import Manager Identifier
 External system Contact ID
 Channel
 Module
 local start time - the date and time at which the contact started (MM/dd/yyy
HH:mm:ss).
 Event (Resolution [by Extension, pbxLogin or Agent Name] or Creation)
 Resolution Value (Extension, pbxLogin or Agent Name)
If this value is not known, it should be empty.
 Switch Name / DataSource Name
 Agent Name
 Agent Resolution status (successful or failed with error)
Import Manager - Agent Resolution Log Sample:

07/11/11 15:17:58.737 (-01);;;Import Manager;;;Agent
Resolution;;;717001;;;633524002696692;;;1692;;;717001;;;07/05/2011
02:30:44;;;Agent Resolution by
Extension;;;70048;;;GenericFixedSeating;;;70048,70048;;;Successful;;;
Import Manager - Audio Processing

The Audio process is tracked for every contact extracted by the Import Manager. This
stage of the process logs the following events for the audio compression and Speaker
Separation features:
 Date/time of agent resolution attempt: will be logged by the infra-structure.
 Subsystem step
 Tracking Category: Audio Processing
 Import Manager Identifier

Chapter 9 - Speech Analytics Process Tracking Import Manager - Job Statistics
 Channel
 Module
 local start time - the date and time at which the contact started (MM/dd/yyy
HH:mm:ss).
 Event (Speaker Separation or Compression)
 Agent Processing status (successful or failed with error)
Import Manager - Audio Processing Log Sample:

07/11/11 15:47:57.987 (-01);;;Import Manager;;;Audio
Processing;;;717001;;;633524002696685;;;1685;;;717001;;;07/05/2011
02:30:43;;;Speaker Separation;;;Successful;;;
Import Manager - Job Statistics

When a contact is run by the Import Manager, the following information is tracked:
 Date and time of Import Manager run
 Subsystem step
 Tracking Category: Job Statistics
 Rule ID/Name
 Available contact count prior to filtering or sampling
 Available contact count after filtering logic
 Final contact count
Import Manager - Job Statistics Log Sample:

03/21/11 14:43:20.547 (+01);;;Import Manager;;;Job
statistics;;;Rule1;;;100;;;90;;;88;;;
Import Manager - Call Import

The Process Auditing event captures the action of importing the call into the recorder.
For each event, the following parameters are logged:
 Date and time of importing the call: will be logged by the infrastructure.
 Subsystem step
For example, “Extraction Engine;;;Call Import”
 Extraction Engine Identifier

Chapter 9 - Speech Analytics Process Tracking Import Manager - Call Import

 INum
 Channel
 Module
 Local Start Time - the date and time at which the contact started (MM/dd/yyy
HH:mm:ss).
 Call Import Status (Successful or Failed with error)
Import Manager - Call Import Log Sample:

Success Message:
09/14/11 11:15:31.422 (-03);;;Import Manager;;;Contact
Marking;;;441001;;;Agent636_5_26_2011 11_17_38
AM_608100675;;;259;;;441001;;;08/10/2011
11:37:33;;;TLWSENG2;;;169.254.139.116;;;Successful Call Import;;;
Unsuccessful Message:
08/28/12 16:22:47.865 (-04);;;Extraction Engine;;;Call
Import;;;868001;;;14;;;868001000000135;;;000000135;;;868001;;;08/27/2012
13:25:00;;;Unsuccessful Call Import: Contact [14] could not be resolved to an Agent
using Data Source Name [GenericFixed] and Extension [2000];;;

Chapter 9 - Speech Analytics Process Tracking Contact Identification
Contact Identification
Using the data logged for each subsystem (see “Speech Analytics Process Subsystems”
on page 119), you can identify a specific contact in each subsystem log file.
The following table shows how the same specific contact data is processed in each
subsystem log file to identify a specific contact:
Subsystem Name External Channel Module Local

System Start
Contact Time
ID
Import Manager - Contact Retrieval Tracking
Import Manager - Call Import
Import Manager - Agent Resolution
Import Manager - Audio Processing
Contact Identification Example

The following sections show how the contact ID’s Unique Identifier (red text) and its
External System Contact ID (blue text) is transferred from one subsystem to the other.
Generic adapter/Import Manager:

Contact retrieval:
07/06/11 07:58:15.656 (+03);;;Import Manager;;;Contact Retrieval
Tracking;;;455001;;;OmriAgent_1_4_2011 08_12_34 PM_512525408;;;Omri Generic
Integration01;;;Omri Generic;;;Successful retrieval
Agent Resolution:
07/11/11 15:17:58.737 (-01);;;Import Manager;;;Agent
Resolution;;;455001;;;OmriAgent_1_4_2011 08_12_34
PM_512525408;;;2938;;;455001;;;07/05/201111:12:34;;;Agent Resolution by
Extension;;;70048;;;GenericFixedSeating;;;70048,70048;;;Successful;;;
Audio Processing:
07/11/11 15:47:57.987 (-01);;;Import Manager;;;Audio
Processing;;;455001;;;OmriAgent_1_4_2011 08_12_34
PM_512525408;;;2938;;;455001;;;07/05/201111:12:34;;;Speaker
Separation;;;Successful;;;
Call Import:
Success Message:

Chapter 9 - Speech Analytics Process Tracking Generic adapter/Import Manager:
09/14/11 11:15:31.422 (-03);;;Import Manager;;;Contact

Marking;;;441001;;;Agent636_5_26_2011 11_17_38
AM_608100675;;;259;;;441001;;;08/10/2011
11:37:33;;;TLWSENG2;;;169.254.139.116;;;Successful Call Import;;;
Unsuccessful Message:
08/28/12 16:22:47.865 (-04);;;Extraction Engine;;;Call
Import;;;868001;;;14;;;868001000000135;;;000000135;;;868001;;;08/27/2012
13:25:00;;;Unsuccessful Call Import: Contact [14] could not be resolved to an Agent
using Data Source Name [GenericFixed] and Extension [2000];;;
Job statistics:
07/06/11 07:58:15.742 (+03);;;Import Manager;;;Job statistics;;;All Calls;;;1;;;1;;;1

Chapter 9 - Speech Analytics Process Tracking Log Manager File
Log Manager File

In each subsystem in the Speech Analytics process a log file (.ltf) is created with a
specific name and in a specific location.
By default, the .ltf files will be kept for a maximum of 30 days.
Log File Naming Convention

Each Speech Analytics process subsystem will contain a log file with the following
naming convention:
SpeechProcessTracking_<subSystem>_<stepName>_TF
Log File Location

All subsystem log files are located in their respective subsystem machines in the
following location:
% IMPACT360DATADIR%\Logs\SpeechProcessTracking\

Chapter 10
Speech Analytics Indexing

Statistics
Topics
 Overview, page 127
 Call Processing Summary Report, page 128
 Index Statistics Summary XML Report, page 129
 Indexing Reports Configuration, page 131
Chapter 10 - Speech Analytics Indexing Statistics Overview
Overview
Reports are available showing detailed index statistics for each Speech Analytics Index
build process. This includes statistics regarding both the Incremental build as well as the
Full Index build.
Two types of files are generated:
 Call Processing Summary Report, page 128: this report includes a record of all the
new calls that are loaded as part of the indexing process. A new file is generated
every day, or if the configurable file size limit is reached.
 Index Statistics Summary XML Report, page 129: this report displays a summary of
the Index build process.

Chapter 10 - Speech Analytics Indexing Statistics Call Processing Summary Report
Call Processing Summary Report

This report includes a record of all the new calls that are loaded as part of the indexing
process. A new file is generated every day, or if the configurable file size limit is reached.
The Call Processing summary is generated in CSV format.
Generated reports have the following file names:
CallProcInfo_<timestamp>_<instanceID>.csv
Each record in the summary includes the following data:
Field Description
Indexing Load Time Time and date of the Index to which the call was loaded.
Index Type Incremental or Full index.
Speech Instance ID Speech Instance identifier for that call.
Session ID Session ID
DBS ID Unique identifier which shows a combination of the Session ID

and the Destination ID.
Local Start Time Time and date that the call started.
Module ID Recording module ID.
Channel Recording channel.
Call Index Success Shows if the call segment was successfully loaded into the
index, or not.
Example of Call Processing Report

The following example shows each record for a contact that is successfully loaded into
an index - either a Full or Incremental index.
07/12/2010 12:22:49#&&#Full
Index#&&#1#&&#200100005340071#&&#2001#&&# 07/05/2010 17:46:34
#&&#1#&&#20726578#&&#Success
07/12/2010 13:22:49#&&#Incremental
Index#&&#1#&&#200100005340069#&&#2001#&&# 07/05/2010 17:47:34
#&&#1#&&# 20726578#&&#Success

Chapter 10 - Speech Analytics Indexing Statistics Index Statistics Summary XML Report
Index Statistics Summary XML Report

This report displays a summary of the Index build process. A new file is created for each
index build. The number of files to keep is configurable.
Each file is generated as an XML file.
Generated reports have the following file names:
IndexStat_<timestamp>_<instanceID>.xml
Each record includes the following data:
Field Description
Indexing Load Time Time and date of the Index to which the call was loaded.
Index Type Incremental or Full index.
Speech Instance ID Speech Instance identifier for that call.
Index Statistics Three fields are displayed:

 Index Total Contact Count: Total number of calls in the
Index post build.
 Index Total Contact Hours: Total number of hours of
Calls in the Index post build.
 Index Contact Count per Day: Total number of
contacts for each day maintained in the index.
Example of Indexing Statistics Summary Report XML

The following XML example shows the summary of the Indexing build:
<?xml version="1.0" encoding="utf-8"?>

<IndexStatisticsSummary>
<IndexLoadTime>07/12/2010 12:22:49.843</IndexLoadTime>
<IndexType>Incremental Index</IndexType>
<SpeechInstanceID>1</SpeechInstanceID>
<IndexTotalContactCount>54</IndexTotalContactCount>
<IndexTotalContactHours>5</IndexTotalContactHours>
<IndexContactCountPerDay>
<ContactsPerDay>
<Date>23/05/2010</Date>
<NumOfContacts>34</NumOfContacts>

Chapter 10 - Speech Analytics Indexing Statistics Example of Indexing Statistics Summary Report XML
</ContactsPerDay>
<ContactsPerDay>
<Date>20/06/2010</Date>
</ContactsPerDay>
<ContactsPerDay>
<Date>25/06/2010</Date>
</ContactsPerDay>
<ContactsPerDay>
<Date>01/07/2010</Date>
</ContactsPerDay>
</IndexContactCountPerDay>
</IndexStatisticsSummary>

Chapter 10 - Speech Analytics Indexing Statistics Indexing Reports Configuration
Indexing Reports Configuration

The Indexing reports are configured using the following file:
<Speech Data Directory>\SpeechCatData\Ibuild.prop.local
NOTE This file does not exist by default. If the file does not exist, you need to
create it.
Set the following parameters as required:
Parameters Values
GENERATE_INDEX_BUILD_REPORTS Type: True / False

Determines whether Index Build reports are
generated.
Default: False
INDEX_BUILD_REPORTS_PATH Type: String

Sets the path for the Index reports.
Default: "../Logs" (<Software Directory>/
Logs)
KEEP_LAST_X_INDEX_STAT_REPORTS Type: Integer

Sets the number of reports that are stored.
Default: 10
INDEX_REPORTS_MAX_FILE_SIZE Type: Integer

Sets the maximum file size (in megabytes)
of the Call Processing index build csv
reports. Once this limit is reached, a new
file is created.
Default: 100 MB
The settings take effect after the next Incremental Index is built.

Chapter 11
Transcription Server
Performance Tracking
Topics
 Transcription Server Performance Counters Overview, page 133
 View Transcription Server Performance Counters, page 134
Chapter 11 - Transcription Server Performance Tracking Transcription Server Performance Counters Overview
Transcription Server Performance Counters

Overview
The transcription server performance counters provide administrators with statistics
about the efficiency and functional status of transcription engines. These statistics (such
as the amount of audio volume transcribed during different time periods) are critical for
performance analysis and troubleshooting.
Transcription server counters are reported directly to the Windows Performance
Counters, and are added and viewed via the Windows Performance (see View
Transcription Server Performance Counters, page 134). For general information about
the Windows Performance Monitor, refer to Microsoft’s documentation.

Chapter 11 - Transcription Server Performance Tracking View Transcription Server Performance Counters
View Transcription Server Performance

Counters
You can view transcription server performance counters for performance analysis and
troubleshooting purposes.
1 Access Windows Performance by typing: perfmon at the Run prompt, and click OK.
The Windows Performance opens:

2 In the Performance Monitor, right-click the Add button ( ), and then select Add
Counters.
3 In the Add Counters dialog box, select the Speech Transcription System
category.

4 Select all of the counters displayed in the Speech Transcription System category and
click Add, and then OK.
The category and its counters are added to the Performance Monitor:

5 To view the real-time statistics of the performance counters, select Report.
The system displays the counters and their statistics, accordingly:

Counter Description
Agents without an acoustic model Number of agents for whom an acoustic model currently
does not exist.
An acoustic model is a statistical representation of the
sounds in an agent’s voice, which is used by the speech
engine to recognize the speech in the audio recording. The
existence of an acoustic model increases the quality of the
transcription process for a specific call.
Audio volume transcribed in the Total amount of audio volume transcribed in the last 24
last 24 hours [in hours] hours (in hours).
Audio volume transcribed in the Total amount of audio volume transcribed in the last hour (in
last hour [in hours] hours).
Average call duration [in seconds] Average length of calls (in seconds) transcribed by the
system.
Average call size [in KB] Average size of calls (in KB) transcribed by the system.
Average transcription process Average length of transcription process (in seconds) of calls
duration [in seconds] transcribed by the system.
Calls transcribed in the last 24 Total number of calls transcribed in the last 24 hours on the
hours server (across all engines).
Calls transcribed in the last hour Total number of calls transcribed in the last hour on the
server (across all engines).

Counter Description
Calls without an agent ID Total number of calls transcribed whose metadata does not
include an Agent ID.
Long-term historical net Calculation of the transcription rate, where the transcription
transcription rate (xRT) rate of the older calls in history receive a heavier weight
than the transcription rate of the more recent calls.
Transcription rate is calculated per CPU core.
Maximum call duration [in Total duration of all calls transcribed on the server (across
seconds] all engines).
Number of active engines Current number of transcription engines actively

transcribing a call.
Number of engines Current number of transcription engines currently running

on the server.
Number of errors while preparing Total number of errors that occurred while retrieving the
media for transcription media for the transcription process.
Number of errors while preparing Total number of consecutive errors that occurred while
the transcription language model attempting to prepare the transcription language model.
Percent of Speaker-Labeled Calls Indicates the percentage of calls that were successfully
out of all transcribed calls in the speaker-labeled in the transcription process, out of all calls
last 24 hours that were transcribed in the last 24 hours. Note, the
percentage may be low during a period in which the system
handles a large amount of new agents (typically during the
post-installation period, or when adding agents to the
system).
Short-term historical net Calculation of the transcription rate, where the transcription
transcription rate (xRT) rate of the newer calls in history receive a heavier weight
than the transcription rate of the older calls.
Transcription rate is calculated per CPU core.
Total failures Total number of calls that have failed transcribing (for any
reason) on the server (across all engines).
Total transcribed calls Total number of calls that have been successfully transcribed
on the server (across all engines).
Total volume of transcribed audio Total amount of audio volume that has been successfully
[in hours] transcribed on the server (in hours).
Transcription system-up time [in Total duration of time that the system has been up and
seconds] running (in seconds).

Appendix A
What’s New from Previous

Versions
Topics
 Interactions Privileges Changes, page 141
 Speech Analytics Privileges Changes, page 155
Appendix A - What’s New from Previous Versions Interactions Privileges Changes
Interactions Privileges Changes

For upgraded systems, the Interactions roles and privileges are migrated to the current
system.
The table below shows, per each section, the mapping between the previous version and
current version privileges, as well as the privileges assignments to the migrated roles.
Privileges Reference.
Current version’s Previous Previous version’s Current version’s

Privilege version’s Corresponding Role Assignments
corresponding Application
Privilege
Administration
Assignment Assignment N/A Same roles

Manager Manager assignments as
previous version’s
corresponding
privilege
Caption Editor Caption Editor N/A Same roles

assignments as
corresponding
privilege
Conditional Custom Conditional Custom N/A Same roles

Data Data assignments as
corresponding
privilege
Custom Data Custom Data N/A Same roles

assignments as
corresponding
privilege
Flag Manager Flag Manager N/A Same roles

assignments as
corresponding
privilege


Privilege
Form Designer Form Designer N/A Same roles

(including all (including all assignments as
related privileges) related privileges) previous version’s
corresponding
privilege
Interactions None N/A No role assignments

Settings
ew
N
Project Rules Storage Manager N/A Same roles

Manager Rules assignments as
corresponding
privilege
BO Report Reports N/A N/A

privileges replaced
by SSRS Report
privileges under
Framework >
Reports
Reports > Distribute Distribute N/A Same roles

ed
Scheduled Reports Scheduled Reports assignments as

ov
M
to External to External previous version’s

Destinations Destinations corresponding
Moved to privilege
Framework >
Reports
Reports > Filter by Filter by all N/A Same roles

all Evaluators/ Evaluators/ assignments as
Assessors Assessors previous version’s
corresponding
privilege
Reports > Filter by Filter by all Groups N/A Same roles

all Groups assignments as
corresponding
privilege


Privilege
BO Report Reports > Generate N/A N/A

privileges replaced Ad Hoc Reports
by the following
SSRS Report
privileges under
Framework >
Reports:
 Access Ad Hoc
Query
 View Ad Hoc
Query
Reports > Generate Generate Reports N/A Same roles

Reports for for Evaluations/ assignments as
Evaluations/ Assessments Made previous version’s
Assessments Made by Leaders of my corresponding
by Leaders of my Group(s) privilege
Group(s)
Reports > Schedule Schedule Reports N/A Same roles

ed
Reports for Other for Other Users assignments as

ov
M
Users previous version’s

Moved to corresponding
Framework > privilege
Reports
BO Report Reports > View N/A N/A

privileges replaced Reports
by the following
SSRS Report
privileges under
Framework >
Reports:
 View Report


Privilege
BO Report Reports > Schedule N/A N/A

privileges replaced Reports
by the following
SSRS Report
privileges under
Framework >
Reports:
 Administer
Report
Schedules
 Delete Report
Schedules
BO Report Reports > View On N/A N/A

privileges replaced Demand Reports
by the following
SSRS Report
privileges under
Framework >
Reports
 Run Report
BO Report Reports > Full N/A N/A

privileges replaced Control Reports
by the following
SSRS Report
privileges under
Framework >
Reports:
 Configure
Report Security
Shared Inbox Shared Inbox N/A Same roles

Manager Manager assignments as
corresponding
privilege
Assessments
Assess Assess Customer Experience Same roles

assignments as
corresponding
privilege


Privilege
Edit Assessments I Edit or Delete My Customer Experience Same roles

Completed Assessments assignments as
Delete Assessments corresponding
I Completed privilege
Edit Assessments Edit or Delete Customer Experience Same roles

Other Users Others assignments as
Completed Assessments previous version’s
corresponding
Delete Assessments privilege
Other Users
Completed
Search for Search Customer Experience Same roles

Assessments assignments as
corresponding
privilege
Search for Search for Customer Experience Same roles

Assessment Made Assessment Made assignments as
by Leaders of my by Leaders of my previous version’s
Group(s) Group(s) corresponding
privilege
Search for Any Search for Any Customer Experience Same roles
Assessor Assessor assignments as
corresponding
privilege
Use Staged Forms Use Draft Forms Customer Experience Same roles
assignments as
corresponding
privilege
Evaluations
Customize Inbox Customize Inbox QM for Leaders Same roles

assignments as
corresponding
privilege


Privilege
Edit Evaluations Edit or Delete QM for Leaders Same roles

Other Users Others Evaluations assignments as
Completed previous version’s
corresponding
Delete Evaluations privilege
Other Users
Completed
Employee Feedback Agent Feedback QM for Leaders Same roles

assignments as
corresponding
privilege
Evaluate Evaluate QM for Leaders Same roles

assignments as
corresponding
privilege
Edit Evaluations I Edit or Delete My QM for Leaders Same roles

Completed Evaluations assignments as
Delete Evaluations I corresponding
Completed privilege
Reject from Shared None None Assigned to the same

Inbox roles that the Shared
ew
Inbox Manager
N
privilege was assigned

to in previous version
Remove Evaluations Remove QM for Leaders Same roles

Flags Evaluations Flags assignments as
corresponding
privilege
Search for Search QM for Leaders Same roles

Evaluations assignments as
corresponding
privilege


Privilege
Search for Search for QM for Leaders Same roles

Evaluations Made Evaluations Made assignments as
by Leaders of my by Leaders of my previous version’s
Group(s) Group(s) corresponding
privilege
Search for Any Search for Any QM for Leaders Same roles
Evaluator Evaluator assignments as
corresponding
privilege
Use Staged Forms Use Draft Forms QM for Leaders Same roles
assignments as
corresponding
privilege
Interactions
Decrypt Media Files Decrypt Media Files QM for Leaders Same roles
Customer Experience assignments as
Contacts corresponding
privilege
Export Media Files Export Media Files QM for Leaders Same roles
in Standard Format in Standard Format Customer Experience assignments as
privilege
Delete Interactions Delete Contacts QM for Leaders Same roles

assignments as
corresponding
privilege
Download Download Contacts QM for Leaders Same roles

Interactions Customer Experience assignments as
privilege


Privilege
Edit Private Add Private QM for Leaders Same roles

Annotation Annotation Customer Experience assignments as
Delete Private Contacts corresponding
Annotation privilege.
Edit Remark None None Assigned to the same

roles that the
ew
Playback Contacts or
N
Playback Contacts
Via Telephone
privileges were
assigned to in previous
version (in either the
QM for Leaders,
Customer Experience
or Contacts worlds)
Monitor Audio Monitor Agent Calls QM for Leaders Same roles

Contacts assignments as
Monitor By Contacts corresponding
Employee privilege
Monitor by Contacts
Extension
Monitor Screen View screens while QM for Leaders Same roles

performing Contacts assignments as
monitoring previous version’s
corresponding
privilege
Play Back Audio Playback Contacts QM for Leaders Same roles

Customer Experience assignments as
Play Back Screen previous version’s
privilege
Play Back Playback Contacts QM for Leaders Same roles

Interactions via via Telephone Customer Experience assignments as
Telephone previous version’s
privilege


Privilege
Remove Contact Remove Contact QM for Leaders Same roles

Flags Flags Customer Experience assignments as
privilege
Search for Search QM for Leaders Same roles

Interactions Customer Experience assignments as
privilege
Search for Deleted None None No role assignments

Interactions
ew
N
Search for None None No role assignments

Interactions Outside
ew
N
My Filters
Search for Search for all Customer Experience Same roles

Interactions Outside Groups and Contacts assignments as
My Role Scope Members previous version’s
corresponding
privilege
Send Interaction Send Contact QM for Leaders Same roles

Information Information Customer Experience assignments as
privilege
Send Interactions Send Contacts as QM for Leaders Same roles

as a Link Link Customer Experience assignments as
privilege
Send Interactions Send Contacts as QM for Leaders Same roles

as an Attachment an Attachment Customer Experience assignments as
privilege


Privilege
View Others Private View others Private QM for Leaders Same roles
Annotations Annotations Customer Experience assignments as
privilege
View public View public QM for Leaders Same roles

annotations annotations Customer Experience assignments as
privilege.
Edit public Update Annotations QM for Leaders Same roles

annotations Customer Experience assignments as
privilege
Add Public Add Public QM for Leaders Same roles

Annotations Annotations Customer Experience assignments as
privilege
Delete Public Delete Annotations QM for Leaders Same roles

Annotations Customer Experience assignments as
privilege
My Evaluations
Employee Feedback Agent Feedback QM for Members Same roles

assignments as
corresponding
privilege
Evaluate Myself None None No role assignments

ew
N
Edit My Evaluations None None No role assignments

ew
N


Privilege
Delete My None None No role assignments

Evaluation
ew
N
Remove Evaluation None None No role assignments

Flags
ew
N
Search for Search for QM for Members Same roles

Evaluations Evaluations assignments as
corresponding
privilege
Search for Any Search for Any QM for Members Same roles
Evaluator Evaluator assignments as
corresponding
privilege
View Comments in View Comments in QM for Members Same roles

corresponding
privilege
View Evaluation None None Assigned to the same

Score roles that the View
ew
Maximum Score in
N
Evaluations privilege
was assigned to in
previous version
View Evaluator View Evaluator QM for Members Same roles

Name in Evaluations Name in assignments as
Evaluations previous version’s
corresponding
privilege
View Instructions in View Instructions in QM for Members Same roles

corresponding
privilege


Privilege
View Maximum View Maximum QM for Members Same roles

Score in Evaluations Score in assignments as
Evaluations previous version’s
corresponding
privilege
View Rating in View Rating Field in QM for Members Same roles

corresponding
privilege
View Reason in View Reason Field QM for Members Same roles

Evaluations in Evaluations assignments as
corresponding
privilege
View Status is View Status Field in QM for Members Same roles

corresponding
privilege
My Interactions
Decrypt Media Files None None No role assignments

ew
N
Export Media Files None None No role assignments

in Standard Format
ew
N
Delete interactions None None No role assignments

ew
N
Download None None No role assignments

Interactions
ew
N


Privilege
Edit Private Add Private QM for Members Same roles

Annotation Annotation assignments as
Delete Private corresponding
Annotation privilege
Edit remarks None None No role assignments

ew
N
Playback audio Playback Contacts QM for Members Same roles

assignments as
Playback Screen previous version’s
corresponding
privilege
Play Back Playback Contacts QM for Members Same roles

Interactions via via Telephone assignments as
Telephone previous version’s
corresponding
privilege
Remove Contact None None No role assignments

Flags
ew
N
Search for Search for Contacts QM for Members Same roles

Interactions assignments as
corresponding
privilege
Send Interaction None None No role assignments

Information
ew
N
Send Interactions None None No role assignments

as a Link
ew
N
Send Interactions None None No role assignments

as an Attachment
ew
N


Privilege
View Others Private None None No role assignments

Annotations
ew
N
View Public View Public QM for Members Same roles

Annotations Annotations assignments as
corresponding
privilege
Edit Public Update Annotations QM for Members Same roles

Annotations assignments as
corresponding
privilege
Add Public Add Annotations QM for Members Same roles

corresponding
privilege
Delete Public Delete Annotations QM for Members Same roles

corresponding
privilege

Appendix A - What’s New from Previous Versions Speech Analytics Privileges Changes
Speech Analytics Privileges Changes

For upgraded systems, the Speech Analytics privileges are migrated to the current
system. The names of some Speech Analytics privileges have changed in the current
release. The Speech privileges are listed under the Analytics category on the Roles
Setup page
The table below shows the mapping between the previous version and current version
privileges.
privileges Reference.
Previous version’s privilege Current version’s privilege
Speech Analytics View Analytics Results
Use Speech Analytics Application Access Analytics Applications
Manage Categories Category Designer
Search by Keywords Ad-hoc Search by Keywords
N/A EW View Transcript

N

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Interactions and Analytics Administration

1 Interactions and Analytics Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Interactions and Analytics Administration Guide 4

Confidential and Proprietary Information of Verint Systems Inc.

8 Project Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

9 Speech Analytics Process Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

10 Speech Analytics Indexing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

11 Transcription Server Performance Tracking . . . . . . . . . . . . . . . . . . . . . . . 132

Interactions and Analytics Administration Guide 5

Confidential and Proprietary Information of Verint Systems Inc.

A What’s New from Previous Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Interactions and Analytics Administration Guide 6

Confidential and Proprietary Information of Verint Systems Inc.

Interactions and Analytics

Interactions and Analytics Workflow

Interactions and Analytics Administration Guide 8

Confidential and Proprietary Information of Verint Systems Inc.

Interactions and Analytics Administration Guide 9

Confidential and Proprietary Information of Verint Systems Inc.

Interactions and Analytics Users

User Description Visibility Settings

Leader A user that is assigned Access to interactions, Users are defined as

Combined User Scope

Example: User with different roles and scopes

Interactions and Analytics Administration Guide 10

Confidential and Proprietary Information of Verint Systems Inc.

Interactions and Analytics Administration Guide 11

Confidential and Proprietary Information of Verint Systems Inc.

Interactions and Analytics Privileges

Interactions and Analytics Administration Guide 12

Confidential and Proprietary Information of Verint Systems Inc.

Deleting and Deactivating Entities

Impact of Deleting and Deactivating Groups and

Interactions and Analytics Administration Guide 13

Confidential and Proprietary Information of Verint Systems Inc.

Deactivated Groups Deleted Groups/

Can I search for No No

Can I view the Yes. You can retrieve evaluations No

Can I perform No. You can only edit evaluations No

Interactions and Analytics Administration Guide 14

Confidential and Proprietary Information of Verint Systems Inc.

Impact of Deleting and Deactivating Evaluators/

Deactivated Evaluators/ Deleted Evaluators/

Interactions and Analytics Administration Guide 15

Confidential and Proprietary Information of Verint Systems Inc.

Deactivated Evaluators/ Deleted Evaluators/

Impact of Deleting and Deactivating Employees

Deactivated Employees Deleted Employees

Interactions and Analytics Administration Guide 16

Confidential and Proprietary Information of Verint Systems Inc.

Deactivated Employees Deleted Employees

Can I evaluate interactions No No

Can I assess contacts of Yes No

Can I play back Yes You can play back this

Interactions and Analytics Administration Guide 17

Confidential and Proprietary Information of Verint Systems Inc.

Multi-Tenancy Support in Interactions

Upgrading to a Multi-Tenancy System

Multi-Tenancy Examples in Interactions

Interactions and Analytics Administration Guide 18

Confidential and Proprietary Information of Verint Systems Inc.

 Visibility in an Organization Example, page 19

Example: Organizational Hierarchy Example