Real-Time Agent Assist architecture

The RTAA acoustic and linguistic modules are part of the Recorder services. Notification modules, such as Work Assist and desktop messaging, are part of the Notification Framework.

RTAA architecture

Recorder (capture) services

The Real Time Analytics (RTA) Framework orchestrates real-time engines, modules, and services to implement RTAA.

RTA determines which Recorder Analytics rule to process for the real-time interaction. RTA then sends the metadata and audio to the Real-Time Acoustics engine, Real-Time Linguistic (remote) engine, or Real-Time Speech Analytics engine. If there are acoustic events or category hits that match the conditions defined, RTA receives the events detected, and forwards them to the Notification Framework.

Notification Framework

The Notification Framework orchestrates the notifications and alerts configured for the real-time event according to the rules defined. The Notification Framework displays the notifications through the Work Assist client, Desktop Messaging System client, Desktop and Process Analytics (DPA) client, or email notifications.

Work Assist client: Sends notifications to the Work Assist desktop application.
Desktop Messaging System client: Sends notifications to the desktops belonging to the employee, the supervisor, or specific pre-defined desktops.
DPA client: Sends notifications or triggers actions on the desktops belonging to the employee or the supervisor.
Email client: Sends email notifications to designated employees.