Category hit/no hit data

According to a predefined schedule, the Speech Application Server sends hit/no hit data to the Interaction Database. The Interaction Data Warehouse then pulls this data.

Filters and terms define categories:

Category filter: interaction metadata. For example, duration of the interaction, or financial impact of the business issue.
Category terms: specific words, phrases, or combinations of each spoken during the employee-customer interaction.

Hit represents the number of interactions per employee that match the category filters and contain the category terms.

No hit represents the number of interactions per employee that match the category filters, but do not contain the category terms.

The category filter excludes non-relevant interactions (such as interactions that are short). Therefore, the no hit value is an indicator of how many relevant interactions the employee made that do not contain the terms defined for the category. This value gives the proper perspective to the hit value.

The hit/not hit data is used by Scorecards to calculate statistical information. The Scorecard application takes the number of interactions that matched the term-matching logic (hit), and compares it with the number of interactions that did not match this logic (no hit).

The daily aggregated hit/no hit values are used in Scorecards for creating KPIs that measure employee performance.

Example: category hit and no hit interactions

Filters can limit the minimum duration of an interaction to three minutes. With that filter:

The hit interactions are all recordings that are three minutes long or longer that match the category term definition.
No hit interactions are the interactions that are three minutes long or longer but do not match the category term definition.

1,000 interactions were processed on a specified date, and 900 interactions matched the filter.

If 300 out of those 900 interactions also matched the category definition, then there are 300 “hit” interactions and 600 “no hit” interactions for the category.