Define settings for Interaction Data Export with Processing rule

Add the Interaction Data Export with Processing action to the rule, and define the rule's export settings.

Select the media types to include in the export. For audio and screen recordings, select the format in which to export the files.

Once a rule is activated, output files are automatically exported to the specified destination folder on the destination media using the following directory structure: yyyy/mm/dd/hh/[output file name].

Example of output file names and paths:

2021/01/14/10/202101140952931239382831092912.json

2021/01/14/10/202101140952931239382831092912.wav

2021/01/14/10/202101140955939120918209382191.json

2021/01/14/10/202101140955939120918209382191.wav

2021/01/14/10/202101140955939120918209382191_screen_1.scn

2021/01/15/08/202101150832102398129148124123.json

2021/01/15/08/202101150832102398129148124123_text.json

Before you begin 

Verify that you have a storage target configured on the Storage Targets page in System Management.

For information on configuring storage targets, see Create a storage target (Enterprise Manager Configuration and Administration Guide).

Procedure 

  1. In the Actions drop-down menu, select the Interaction Data Export with Processing action, and then select Add Action.

    Interactions data export with processing, actions

  2. Under Storage target, select an available storage target from the list.

    Verint Cloud customers who use Interaction Export can only export to cloud native storage (S3 for AWS, Azure Blob for Azure, Cloud Storage for GCP) or SFTP.

    • The list displays the storage targets configured on the Storage Targets page in System Management.

    • After selecting a target, the full path to the destination folder on the storage target is displayed.

  3. (Optional) To export the data to a specific subfolder on the storage target, enter the folder name.

    The full path is updated with the specified subfolder.

  4. Select the media types to include in the export:

    • Screen

      If Screen is selected, select the format in which to export the files:

      • As recorded: Export in the format used to capture the screen activity.

      • As recorded combined with Audio (AVI): Combine screen and audio media and export in AVI format. Selection of this option disables Audio as a separate media type.

      • Portable combined with Audio (AAC + H.264/MP4): When assigned the role privilege to Export screen capture as MP4, combines audio and screen into a portable MP4 format (AAC audio and H.264/MP4 video). Users can play back the media using any application that supports MP4. Selection of this option disables Audio as a separate media type.

      • Portable (H.264/MP4): When assigned the role privilege to Export screen capture as MP4, exports screen (H.264/MP4) to a portable MP4 format. Users can play back the media using any application that supports MP4.

      Note the following for screen exports:

      • Portable combined with Audio (AAC + H.264/MP4) or Portable (H.264/MP4):
        Due to performance limitations, conversion of screen to MP4 is no longer recommended for new rules and is deprecated. If the conversion of screen to MP4 is required, contact your support representative for an alternative solution.

      • As recorded or As recorded combined with Audio (AVI) formats:
        To play AVI exports in Windows Media Player, the Multimedia Support Package must be installed. Alternatively, you can convert the exported file to a Windows Media Player–supported codec after export. You can also use third‑party playback tools that do not require the Multimedia Support Package used for playback.

    • Audio

      If Audio is selected, select the format in which to export the files:

      • WAV: Export in the recorded WAV format.

      • G.711/WAV: Convert and export in G.711/WAV format.

      • AAC/MP4: Convert and export in AAC/MP4 format.

      When the files are exported, the audio is separated into two channels:

      • Left channel (channel 0): This channel contains the voice of the agent.

      • Right channel (channel 1): This channel contains the voice of the external parties.

      This separation is based on the system correctly identifying each side of the voice during the recording process.

      Also note that in the trunk side capture solutions, the left channel (voice of the agent) contains a mix of voice for all internal parties (for example, all agents).

      To play back WAV files in Windows Media Player, the Multimedia Support Package must be installed. Alternatively, after export you must convert the media to a codec supported by Windows Media Player. Other third-party tools that do not require installing the Multimedia Support Package can also be used for playback.

      Playback of G.711/WAV or AAC/MP4 files in Windows Media Player does not require installing the Multimedia Support Package.

    • Video (as recorded in MP4 format)

    • Share (as recorded in MP4 format)

    • Text (exported in CIV format)

    • Attachments (exported as is)

  5. If licensed for redaction and your role has the Export without redaction privilege, choose whether to use Redaction for exported media. Redaction protects sensitive customer information found in captured interaction media. The system analyzes interaction transcriptions to identify personally identifiable information (PII) and then redacts those portions of the media. Examples of sensitive customer information include debit and credit card details and medical information.

    Choose from the following options:

    1. Unredacted: Export the original media. Exporting unredacted media is audited.

  6. If licensed for morphing and your role has the Export without morphing privilege, choose whether to use Morphing for exported media. Morphing protects the identity of persons speaking on the interaction by changing the voice heard. The anonymity of the speaker is preserved while the audio remains intelligible.

    Choose from the following options:

    1. Agent and customer: Apply morphing to anonymize both audio channels.

    2. Agent only: Apply morphing to the employee/agent channel only. The customer voice is the original audio as captured.

    3. Not morphed: Export the original audio for both the employee/agent channel and the customer channel.

  7. (Optional) Define the Max number of interactions.

    • With no maximum number defined (default), the rule can export an unlimited number of interactions.

    • If you define a maximum number, it must be 1 or more, with a maximum value of 500,000.

  8. Select Next.

What to do next 

Define conditions for Interaction Data Export with Processing rule

Related information 

Create a storage target (Enterprise Manager Configuration and Administration Guide)

Desktop Applications Deployment Reference and Installation Guide