Verint®

Application Note: Intelligent Call

Recording
Version 15.2

Intelligent Call Recording provides data-driven intelligence to your recorded calls.

This application note is intended for customers who have purchased the Intelligent Call Recording
solution.

Topics

Overview 2
Working with Intelligent Call Recording 5
Overview

Overview

With Intelligent Call Recording, you can retrieve calls associated with business issues and get insights that
help increase liability protection and strengthen compliance processes in contact centers.
Intelligent Call Recording automatically tags calls using predefined content-based categories that are
aligned with your most pressing business concerns. By identifying specific calls and studying reports
associated with these calls, you can reduce escalations and repeat calls, and focus on coaching initiatives,
or quantify the costs of specific initiatives.

Verint® Application Note: Intelligent Call Recording 2

Confidential and Proprietary Information of Verint Systems Inc.

Overview Benefits

Benefits
With Intelligent Call Recording, you can:
 Compare call center results and potentially replace employee’s call disposition surveys, which can be
especially challenging for longer calls where more than one topic were discussed.
 Validate manual call disposition done by employees, and identify new areas for evaluation.
 Understand the reasons your customers are calling, and implement the appropriate actions for
improvement.

Intelligent Call Recording includes a Player application that highlights sections of the conversation during
which emotion was detected or where terms associated with relevant content-based categories were
mentioned.
 Save time when you review recorded calls: jump directly to the relevant sections of the call.
 Review more calls in less time.

Intelligent Call Recording offers a set of reports that helps you analyze issues raised during the calls,
manage, and optimize your contact center performance.

Verint® Application Note: Intelligent Call Recording 3

Confidential and Proprietary Information of Verint Systems Inc.

Overview Key features

Key features
Search and replay
Intelligent Call Recording helps you find relevant calls easily based on the content of the call, and review
them faster using the Player application. In addition, the same call can be tagged to different call
dispositions, depending on the content of the conversation.
In addition, the same call can be tagged to different content-based categories, depending on the content
of the conversation.

Reports
Intelligent Call Recording provides a set of reports that enable you to retrieve the following data:
 Call disposition volume
 Call disposition distribution by employee
 Call disposition trend over time
 Average talk time per employee/group
 Cross correlation between metrics
 Distribution of call metrics

Dashboards
Set up content-driven dashboards.

Alerts
Receive automated alerts according to predefined thresholds and events.

KPIs
Verint Performance Management customers can use call content-based KPIs to draw the attention of
management to the right type of calls.

Verint® Application Note: Intelligent Call Recording 4

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Key features

Working with Intelligent Call

Recording

With the Intelligent Call Recording solution, you can search and play back retrieved contacts, run reports,
set up dashboards to access report information, and view KPI scores.

Verint® Application Note: Intelligent Call Recording 5

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Search and replay contacts

Search and replay contacts

You can search for calls that are relevant to your business issue using keywords, content-based
categories, and metadata filters. You can then play back the retrieved calls and jump directly to the parts
that are relevant to your search or associated with content-based categories.

Related information
Interactions User Guide
Player User Guide

Verint® Application Note: Intelligent Call Recording 6

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Run reports

Run reports
Reports provide insight into your contact center data and help you improve current business practices.
You can configure, generate, and schedule reports.

 To configure and generate reports, they must be assigned to you in the Reports application. In
addition, you must have the required User Management privileges.

Available reports
The set of available reports include Recorded Contacts Reports and Analysis reports.

What you Run this report Results

need

Call disposition Recorded Interactions per Provides the number of contact segments
volume Employee (select distribution by recorded by employee. Helps you
category) understand how calls are distributed among
employees.

Call disposition Recorded Interactions per Group Provides the number of contact segments
distribution by (select one or more categories in handled by a group. Helps you understand
employee the filter and disposition by how calls are being distributed throughout a
employee) contact center.

Call disposition Recorded Contacts Volume (select Provides the overall number of contacts
trend over time one or more categories in the filter recorded.
and disposition by day)

Average talk Average Talk Time per Employee Provide the average handle times (contact
time per and Average Talk Time per Group segment length in seconds) for
employee/group employees/groups. Helps you see whether
there are employees who consistently have
long or short handling times.

Cross Cross Correlation Provides a heat map diagram that shows the
correlation correlation between two contact metrics. The
between metrics X axis represents one metric, and the Y axis
represents another one.

Distribution of Interaction Metrics Distribution Provides a bar chart that shows the
call metrics distribution of segments across a certain
contact metric.

Related information
Workforce Optimization Reports Guide
Speech Data Reports Reference Guide

Verint® Application Note: Intelligent Call Recording 7

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Set up dashboards

Set up dashboards
Dashboards are a convenient way to display and view report data. You can add up to four reports to your
dashboard. You can also schedule a report to be displayed on the dashboard.

Related information
Framework Administration Guide
Getting Started Guide and help

Verint® Application Note: Intelligent Call Recording 8

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Set up alarms

Set up alarms
You can get notifications on specific events or when the system reaches predefined thresholds. For
example, you can get an alert when a call matches a specific content-based category or when a category
exceeds a specific number of calls.
Alerts can be delivered as email or pop-up messages.

Related information
Framework Administration Guide

Verint® Application Note: Intelligent Call Recording 9

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording View KPI scores

View KPI scores

Use KPIs to measure and monitor employee and organization performance for specific content-based
categories.
Key Performance Indicators (KPI) are metrics used to report on the performance of individuals or groups
of individuals, such as Average Handle Time per call. KPIs are the building blocks of Scorecards. Verint
application consultants set up your KPIs and Scorecards. KPIs are scored to provide a numeric means to
measure progress toward meeting your organization strategic objectives.
Each KPI represents the percentage of calls that are tagged with that KPI. For example, Repeat Calls
represents the percentage of calls that are tagged with the Repeat Calls KPI.

Related information
Scorecards Administration Guide
Scorecards User Guide

Verint® Application Note: Intelligent Call Recording 10

Confidential and Proprietary Information of Verint Systems Inc.

Working with Intelligent Call Recording Categories

Categories
Content-based categories provide an efficient way to find calls related with specific business issues, such as
customer complaints, product feedback, or repeat calls.
Any call that meets the category definition is automatically assigned to it. Depending on its properties
and terms used, a call can be assigned to one, several or no categories.
Content-based categories provide quantitative information, such as an increase in customer complaints
about late shipments. They also provide qualitative information, such as a set of calls in which customers
state that they are switching vendors because of a better pricing offer.
You can have up to 20 categories.

Verint® Application Note: Intelligent Call Recording 11

Confidential and Proprietary Information of Verint Systems Inc.