Metadata detection on historical interactions

Compete this workflow to configure the system to perform Metadata Detection on historical interactions.

• Ensure that the Metadata Engine license, located under IAFD, is activated. Go to System Management, and under License Management , select System Licensing. For more information about license activation, see the System Administration Guide.

• Create a campaign that contains the historical (recorded) interactions you want to analyze. See Historical call selection (includes near real-time call selection).

Workflow

1. Create a watch list of metadata

   A watch list identifies one or more possible values for an interaction metadata attribute. The system uses the watch list to detect the presence or absence of these metadata attribute values in the interaction metadata.

2. Configuring recorder analytics rules

   Configure a Recorder Analytics Rule to perform Metadata Detection. Refer to the workflow diagram and related topics for details.