An alert is sent to the configured recipient when a Recorder Analytics Rule triggers that uses any of the Real-Time Analytics Framework engines.

• Configure the notification methods available: Email, Desktop Messaging Application that allows sending pop-up messages to employees by selecting the recipients' name, login or role within the organization. Alert, Work Assist Notifier Alert (if configued), and DPA Alert (if licensed).

• Analytics Notifications apply to all available analysis results and can alert about voice biometrics activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. and Real-Time Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. activity.

• Notification includes call details, such as the employee on the call, start time, and channel number for the recorded voice.

• Result details for Real-Time Speech Analytics include the real-time categories used for analysis as well the specific words or phrases spoken during the interaction.

• Results possible by the type of voice biometric activity are shown. You can learn more about the results using the resources in the related information section of this topic.

  • Target Detection: Detected Target, Potentially Detected Target

  • Verification for customer or employee: Verified, Not Verified, No Attributes Found, No Voiceprints Found

  • Automatic enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call.: Training Failed, Fully Trained, Queued, Enhanced, Trained

    If a Training Failed result occurs, the audio cannot be used for enrollment. One of the following reasons for the failure is provided: 

    • Already Assigned: The recording has already been used to create a voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model for the person.

    • Detected: The audio matches a target in a configured watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise..

    • Inconsistent: The audio does not match the existing voiceprint model for the person.

    • License Exceeded: The number of voiceprint models created has reached the maximum allowed by the license.

    • Multiple Parties: Multiple, different voices were found on the channel.

    • No Employee Mixed Mono: The audio is mixed-mono and the voice of the employee could not be uniquely identified.

    • Not Enough Time: The audio was recorded too close to audio already used for the voiceprint.

    • Poor Quality: The audio quality was insufficient to use for enrollment.

An alert is sent to the configured recipient when a Recorder Analytics Rule triggers that uses a Voice Biometrics Engine for verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. or detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call..

• Configure the notification methods available: Email, Desktop Messaging Alert, and DPA Alert (if licensed).

• Voice biometric details in the alert include:

  • Verification result for customers and employees and the verification score.

  • Target Detection result and target detection score.

An alert is sent to the configured recipient when a Recorder Analytics Rule triggers that uses the Real-Time Speech Analytics Engine. The engine detects categories that refer to specific words or phrases spoken during an interaction.

• Configure the notification methods available: Email, Desktop Messaging Alert, and DPA Alert (if licensed).

• For DPA Alerts, in the DPA Delivery Template, always select the value High.

• The alert contains the rule name that triggered, the real-time categories used for analysis, and the specific words or phrases spoken during the interaction.

• An alert is the recommended option to provide guidance to the employee handling the interaction.