Rule Usage: Use this alert to be notified when an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. matches the definitions for the selected active or published category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions..

Because 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. generates category alerts on an hourly basis, the initial notification includes all the interaction hits for the selected category until the point in time when the organization alert rule was triggered. Subsequent notifications include the incremental number of interactions per hour.

Alert Latency: Speech Analytics generates category alerts on an hourly basis.

Rule Conditions:

• Speech Analytics Instance: The Speech Analytics project with the category for which to monitor hits.

• Category: The category for which to monitor hits.

Rule Usage: Use this alert to be notified when the trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. for an active or published category exceeds the threshold set for that category.

Alert Latency: Speech Analytics generates category alerts on an hourly basis.

Rule Conditions:

• Speech Analytics Instance: The Speech Analytics project with the category for which to monitor trends.

• Category: The category for which to monitor changes in trends.

• Threshold type: Defines how to monitor trend changes according to the volume of interactions assigned to the category, and can be one of the following:

  Relative: Divide the absolute change by the volume percentage.

  Absolute: Subtract the volume percentage for the selected time frame from the total volume percentage.

• Time Frame: The period for which to monitor changes in trends for the category, identical to the time frames available for trend discovery in Speech Analytics. An alert is triggered when the trend change exceeds the Percentage Threshold within the selected time frame.

  Day: Monitor the changes for yesterday.

  Week: Monitor the changes for the past week.

  Months: (1, 3, 6, 9 or 12): Monitor the changes for a month or the number of months.

• Percentage Threshold: The maximum trend deviation permitted for the Threshold type within the selected time frame, in percentage. Alerts can be triggered when the trend deviations are higher or lower than the threshold.

• Directional Change: The type of change for which to send alerts when the trend exceeds the Percentage Threshold.

  Positive change: Send alerts only if the change in the trend is higher than the Percentage Threshold.

  Negative change: Send alerts only if the change in the trend is lower then the Percentage Threshold.

  Any change: Send alerts whenever the change in the trend reaches the Percentage Threshold.

Rule Usage: Use this alert to be notified when the volume of interactions for an active or published category exceeds the threshold set for that category for the selected time frame.

Alert Latency: Speech Analytics generates category alerts on an hourly basis.

Rule Conditions:

• Speech Analytics Instance: The Speech Analytics project with the category for which to monitor volume.

• Category: The category for which to monitor changes in volume.

• Percentage or Amount: The unit by which to measure the change in volume, and can be by the percentage or by the number of interactions in the category.

  Percentage Threshold: Relevant only when set to Percentage. The volume threshold in percentage above which to trigger the alert.

  Minimum Call Volume: Relevant only when set to Percentage. The minimum number of interactions that must be assigned to the category to qualify for the volume change alert.

  For example, if the minimum call volume is set to 1000, the category must have at least 1000 interactions to trigger the alert even when the Percentage Threshold is reached.

  Amount Threshold: Relevant only when set to Amount. The maximum number of interactions permitted in the category, above which to trigger the alert.

• Time Frame: The length of time for which to monitor changes in volume, and can be historical or current.

  Last <num> hours/days: Monitor volume change for the last 24 hours, last seven days, or the last 30 days.

  Calendar day/week/month: Monitor changes in volume for the specific calendar day, week, or month, according to the date when the alert rule is configured. For example, if the rule is configured on a Monday, then Week (Calendar) would monitor for the calendar week as configured for the country.

Rule Usage: Use this alert to be notified when the changes in trends for a term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. exceed the threshold set for that term.

Alert Latency: Speech Analytics generates term trends on a nightly basis. The Speech Analytics Term Trend Change alert has a maximal delay of 24 hours.

Rule Conditions:

• Speech Analytics Instance: The Speech Analytics project with the term trend Type of trend in Speech Analytics that shows the fluctuations of spoken words and phrases mentioned in customer-employee interactions. to monitor.

• Threshold type: Defines how to monitor trend changes according to the volume of interactions that include the term, and can be one of the following:

  Relative: Divide the absolute change by the volume percentage.

  Absolute: Subtract the volume percentage for the selected time frame from the total volume percentage.

• Time Frame: The period for which to monitor changes in trends for the term, identical to the time frames available for trend discovery in Speech Analytics. If the trend change exceeds the threshold percentage defined in the alert for the time frame, an alert is fired.

  Day: To monitor for a specific day, with the average of the trend for the past three weeks.

  Week: To monitor for a specific week with the average of the trend for the past four weeks.

  Months: (1, 3, 6, 9 or 12): The month or months for which to monitor long-term average performance.

• Percentage Threshold: The maximum trend deviation permitted within the selected time frame, in percentage. Alerts can be triggered when the trend deviations are higher or lower than the threshold.

• Directional Change: The type of change for which to send the alert:

  Positive change: Send alerts only if the change in the trend is higher than the Percentage Threshold.

  Negative change: Send alerts only if the change in the trend is lower then the Percentage Threshold.

  Any change: Send alerts whenever the change in the trend reaches the Percentage Threshold.

Rule Usage: Use this alert to be notified when transcriptions are exported according to the selected PRM (Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions.) rule.

Rule Conditions:

• Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Rule Name: The Analytics PRM rule to monitor for transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. export.

• Interval:  The period for which to monitor the PRM rule execution.

  Weekly: To monitor once weekly on the Day of week defined.

  Daily: To monitor daily.

  Hourly: To monitor on an hourly basis.

• Day of Week: Relevant only when Interval is set to Weekly. The day in the week for which to monitor the PRM rule.

• Notification Time: Relevant only when Interval is set to Weekly or Daily. The time at which to send the alert notification.