Real-Time Acoustics

Real-Time Acoustics can detect acoustic events such as long silences in interactions that are being recorded, and send alerts or notifications to employees when these events exceed the threshold defined for them.

In addition to alerts and notifications to employees, you can also take the following actions with Real-Time Acoustics:

  • Tag interaction metadata with a user-defined text string when specific words or phrases are spoken on an interaction. Users can enter this text string in a search feature to find and analyze interactions in which specific words or phrases were spoken.

  • Assign to a case any interactions in which specific words or phrases are spoken. A user can access this case to play back the interactions.

Real-Time Acoustics configuration

The workflow to configure Real-Time Acoustics involves configuring the following areas:

  • Recording rules - You create recording rules to select the interactions the Real-Time Acoustic Engine monitors for the predefined acoustic events.

  • Organization or system alerts - You configure these alerts to notify employees when the thresholds for the selected acoustic events are exceeded in interactions. The notification can take any of these forms:

    • Email - An email message is sent to particular employees.

    • Desktop popup - A desktop popup displays on an employee computer.

    • Work Assist notification - A message is displayed in the Work Assist application on the agent desktop and on the Work Assist web page.

    • Desktop Process and Analytics (DPA) action - A DPA action executes. For example, a third-party application could start on an employee desktop or a webpage could display.

  • DPA Triggers - You can configure DPA triggers to combine events and data from the employee screens with recorder analytics events. For example, you can configure DPA to open a browser with a specific URL to a knowledge base article when an employee accesses a particular screen in an application.

  • Custom attributes - You map a custom data attribute to a Custom Data field. This configuration enables the feature to tag the interaction metadata with a user-defined text string.

  • Recorder Analytics Rule - You create a Recorder Analytics Rule to enable Real-Time Acoustics, and define the parameters, including the recording rules used to select interactions for analysis.

If you tag the interaction metadata with Custom Data (such as a user-defined text string), you can use the Interactions application to search for interactions tagged with the text string. When you replay the interaction in the playback tool, the acoustic event detected during the interaction appear as annotations in the tool. You can click these annotations to go directly to the point in the interaction where the event was detected. You can also use the Risk Management search feature to search for tagged interactions.

You can run reports to analyze the notifications data. The Recorded Contact Volume report and the Recorded Contacts per Agent/Group reports are useful for analyzing notification data and monitoring notifications rates.

Concepts

Real-Time Speech Analytics

Call selection

Campaign conditions

Related information 

(Real-Time Agent Assist Setup Guide)

Player user guide