Call selection

For the Real-Time Analytics (RTA) Framework, Recorder Analytics Rules determine the call selection method for interaction analysis. Each Recorder Analytics Rule evaluates only interactions meeting the criteria defined on its Call Selection tab.

Configure each Recorder Analytics Rule to use one of two possible methods:

  • Real-time analysis of interactions as they take place

  • Historical analysis of interactions that have already occurred

    • Historical call selection is campaign-based. Historical call selection applies to any interaction that has ended, whether it ended 6 months ago or 6 minutes ago.

    • Analysis that occurs within minutes of the end of the interaction is referred to as near real-time processing.

Do not combine real-time and historical call selection into a single Recorder Analytics Rule. Doing so multiplies the complexities involved for configuration and troubleshooting.

Concepts

Real-Time Speech Analytics

Real-Time Acoustics

Campaign conditions