Professional Documents
Culture Documents
Release 4.1
Compliance Suite
Interactions Guide
385A0948-60 Rev. A2
April 2012
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
copyright laws.
Permission is granted to view and photocopy (or print) materials from this document for personal,
non-commercial use only. Any other copying, distribution, retransmission or modification of the
information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright 2012 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
ACTIMIZE, Actimize logo, Alpha, Customer Feedback, eGlue Interact, FAST, FAST alpha Silver, Fortent, Fortent
Logo, IEX, Insight from Interactions, Intent. Insight. Impact., Interaction Capture Unit, Know More, Risk Less, Last
Message Replay, Mass Detection, Center, Mirra, My Universe, NICE, NICE Analyzer, NICE Inform, NICE Logo,
NICE Perform, NICE Situator, NICE SmartCenter, NICE Storage Center, NICE Systems, NiceCall, NiceCall Focus,
NiceLog, NiceTrack, NiceTrack IP Probe, NiceTrack Location Tracking, NiceTrack Mass Detection Center,
NiceTrack Monitoring Center, NiceTrack Pattern Analyzer, NiceTrack Traffic Analysis, NiceVision, NiceVision Alto,
NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Net, NiceVision NVSAT, NiceVision
Pro, Open Situation Management, Playback Organizer, Scenario Replay, Searchspace, Syfact, Syfact Investigator,
TotalView are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property
of their respective owners.
Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the
European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured
to registrations.
385A0948-60 Rev. A2
For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support@nice.com
All queries, comments, and suggestions are welcome! Please email: nicebooks@nice.com
For more information about NICE, visit www.nice.com
Contents
1
Tools to Find Interactions 8
What Are Interactions? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Navigating Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Running Queries to Find Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
What Query Criteria Can I Define to Find Interactions? . . . . . . . . . . . . . . . . . . .20
Running an Instant Word Search to Find Interactions . . . . . . . . . . . . . . . . . . . .23
Requesting Playback of Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Previewing Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Requesting Playback Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Adding Comments to Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Flagging Interactions for Your Own Use (User Flags) . . . . . . . . . . . . . . . . . . . .35
Working with Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Creating Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Viewing Transcriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Transcription Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Adding Business Data to Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Playing Approved Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Player Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Extending Retention for Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Extend Retention Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Extend Retention Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Extend Retention Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Extending Retention of Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50
Viewing the Status of Extend Retention Requests . . . . . . . . . . . . . . . . . . . . . .57
Call Part Analysis - Training a Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Locking Interactions for Litigation Purposes . . . . . . . . . . . . . . . . . . . . . . . . . . .62
2
Querying for Interactions 65
FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
What Kind of Queries Can I Create? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
What Results will the Query Find? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Can I Run the Same Query Every Day or Weekly? . . . . . . . . . . . . . . . . . . . . . .66
Should I Create a Quick Query or an Advanced Query? . . . . . . . . . . . . . . . . . .67
Should I Run an Existing Query or Should I Modify a Query? . . . . . . . . . . . . . .67
Should I Save my Query? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Can I Save Items of Special Interest? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
How Does a Query Behave Across Multiple Time Zones? . . . . . . . . . . . . . . . . .68
Querying for Interactions: Complete vs Segments . . . . . . . . . . . . . . . . . . . . . . .70
Viewing Interaction Stages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70
Creating and Running Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Running an Existing Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Running a Quick Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Running an Advanced Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
Defining Settings for a Specific Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78
Creating a New Query Based on an Existing Query . . . . . . . . . . . . . . . . . . . . .80
Modifying Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81
Renaming a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Customizing a Folder Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Creating Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Viewing the Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Browsing the Table View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Sorting the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Grouping the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Filtering the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Using the Graph View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Graph View Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
A
Defining Query/Category Filter Criteria 101
Defining a Timeframe as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Defining a Duration as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Defining an Interaction Type as Filter Criteria. . . . . . . . . . . . . . . . . . . . . . . . . .105
Defining Users/Groups as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Defining User Properties as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Defining Job Properties as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
Defining Interaction Profile Data as Filter Criteria . . . . . . . . . . . . . . . . . . . . . .110
Defining Turret Devices as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Defining CTI Events (Interaction Details) as Filter criteria . . . . . . . . . . . . . . . .118
Defining User Flags as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Defining Category Parameters as Filter Criteria to Find Interactions . . . . . . .124
What are Category Statuses? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Defining Category Details as Filter Criteria to Find Categories . . . . . . . . . . . .126
Defining Business Data as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
Defining Rules as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
Defining Comments/Annotations as Filter Criteria . . . . . . . . . . . . . . . . . . . . . .131
Defining Audio Analysis Parameters as Filter Criteria . . . . . . . . . . . . . . . . . . .132
Defining Talk Analysis Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132
Defining Word-Spotting Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
Word Spotting Formula Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
Defining Emotion Parameters as Filter Criteria . . . . . . . . . . . . . . . . . . . . . . . .141
Defining Transcribed Text (Speech To Text) as Filter Criteria . . . . . . . . . . . . .142
Defining Desktop Analytics Parameters as Filter Criteria . . . . . . . . . . . . . . . .143
Defining Desktop Analytics Events as Filter Criteria . . . . . . . . . . . . . . . . . . . .143
This guide is part of the library of NICE Interaction Management documentation. NICE
Interaction Management was formerly known as NICE Perform.
Contents
TIP: To display the Type column in the Results pane, from the Preferences window,
select Device ID. This is available for complete interactions only.
Due to some type of dispute, you want to find one or several interactions and play them back. The
first task at hand is to find the interactions. This is performed via the Interactions window. What
tools are available to help you find interactions?
Running Queries to Find Interactions.
Running an Instant Word Search to Find Interactions to narrow the results of the query
and find interactions with specific words/phrases.
Requesting Playback of Interactions. After receiving approval to playback interactions, you
can play the interactions.
Adding Comments to Interactions to enable you to keep a written record.
Flagging Interactions for Your Own Use (User Flags) to keep track of specific interactions.
These flags are viewed by the logged-in user only.
Working with Transcriptions to view speech-to-text.
Adding Business Data to Interactions. Later, you can run queries to find interactions with
specific business data, such as credit card number. Business data is customized per site.
Playing Approved Interactions. You can play back an interaction using the Player.
After you find interactions, you can do the following:
Extending Retention for Segments, to enable you to set a new retention date for selected
archived interactions (segments), which are in line for deletion in the Storage Center.
Call Part Analysis - Training a Model. Add calls to the models training set to be used to train
the model.
Locking Interactions for Litigation Purposes. You can now put on hold the automated
retention and deletion process of interactions until further notice by selecting Litigation Hold.
TIP: When you run an investigation and display investigation results in the Interactions
window, you can also assign category flags to the interactions. See the Investigations
Guide for details.
Navigating Interactions
Each time you select an investigation category in the Investigations window and click Results,
the Interactions window opens displaying the interactions that were found by the selected
investigation. The interactions are sorted according to Category Score.
You can also open the Interactions window by clicking Interactions in the NICE Interaction
Management Compliance Suite navigation bar. If a default query was previously defined, then the
interactions that match the query criteria appear automatically. If not, the Results pane opens
empty.
Folders Pane
The Folders pane is divided into two branches: Queries and Saved Items. In each branch, you
can create your own folder structure.
The Queries branch is divided into two high level folders - Public and Private. Under these
branches, you can create customized folders and subfolders. Each time you create a query, you
must save it in one of the Public or Private folder in the Queries branch.
Queries saved in a folder under the Public branch can be run by all users.
Queries saved in a folder under the Private branch can only be run by the owner of the query.
The Public branch includes the following default queries:
Last 24 Hours - Displays all interactions that you initiated or were initiated by traders in
your groups within the last 24 hours.
Last 7 Days - Displays all interactions that you initiated or were initiated by traders in
your groups within the last 7 days.
Last Month - Displays all interactions that you initiated or were initiated by traders in
your groups within the last month.
The Saved Items branch is also divided into two high level folders - Public and Private. You
can create customized folders and subfolders under these high level folders.
In the Saved Items branch, you can drag interactions of special interest from the Results pane
into a Public or Private folder for safekeeping and quick access.
Interactions saved in a folder under the Public branch can be viewed by all users.
Interactions saved in a folder under the Private branch can only be viewed by the owner
of the folder.
The Quick Query pane displays the most frequently used query criteria. If the Quick Query pane is
hidden, click the Quick Query icon to open it.
To open the
Quick Query,
click here
When you select a previously defined query, the query criteria for the selected query are displayed
in the Quick Query pane.
TIP:
Setting .
Results Pane
The Results pane displays the interactions that match the results of the most recent investigation
(after clicking Results in the Investigations window) or the most recent interactions query.
The Results pane displays interactions that you handled or were handled by traders in your
groups/subgroups.
The interactions in the Results pane are displayed in a Table view (list/grid) or in a Graph view.
You can determine the default view.
Table View
Graph View
Details Area
When you select an interaction, the Details pane opens after several seconds:
If you ran a query to find segments, or query on a category (from the Insight Manager) the
following tabs appear in the Details pane when you select a segment from the Results list:
If you ran a query to find a complete interaction, the following tabs appear in the Details pane
when you select a complete interaction from the Results list:
In the Details pane, you can view information about the interaction, by clicking on the appropriate
tab:
Preview: A timeline of the complete interaction appears (even if you selected a segment),
showing the interaction as it progressed between a customer and one or more agents.
Complete/Segments: If you selected a segment in the Results list, the complete interaction
to which the selection belongs appears in the Complete tab. If you selected a complete
interaction in the Results list, the segments of the complete interaction are listed individually
in the Segments tab.
Comments: You can view previous comments, add additional comments or delete comments.
If you selected a segment, the Comments tab displays only those comments associated
with the specific segment.
If you selected a complete interaction, the Comments tab displays the comments
associated with the complete interaction.
Recordings: Displays a list of recordings details including Logger ID, Channel, Start Time
and Stop Time.
If you selected a segment, the Recordings tab displays only those recordings associated
with the specific segment.
If you selected a complete interaction, the Recordings tab displays all the recordings
associated with all the segments of the interaction.
Participants: Displays a list of participants in the interaction with details including ID, name,
participant type and so on.
If you selected a segment, the Participants tab displays only those individuals that
participated in the specific segment.
If you selected a complete interaction, the Participants tab displays all the individuals
who participated in the segments of the interaction.
Phrases: Displays a list of all the words/phrases that are detected in the interaction. This list
includes all the words/phrases that were detected in the interaction as a result of previous
analyses. The words/phrases that are detected in the interaction as a result of the current query
are highlighted.
Transcription: Displays details of a transcribed interaction.
Exceptions: Displays a list of exceptions that occurred during the interaction, or while
recording the interaction, with details of each exception including Exception Time, Exception
ID, Exception Recording ID, Exception Description, and so on. See NICE Interactions Center
Exceptions for a detailed list of exception types.
TIP: In all tabs (except the Preview and Transcription tabs), you can sort the information
by clicking on a column heading.
View details about the complete interaction to which the segment belongs.
View details about the individual segments of which the complete interaction is
comprised.
View a list of all the words/phrases that are detected in the interaction.
Words/phrases detected in the current query/category or Instant Word Search
are highlighted.
Table View
Graph View
EXAMPLE:
Last 7 Days is the default query.
If you are a trader: Each time you open the Interactions window, the interactions that you
initiated within the last seven days appear in the Results pane.
If you are a desk manager/compliance officer: Each time you open the Interactions window, the
interactions that you initiated as well as interactions initiated by traders under your
responsibility, which occurred within the last seven days, appear in the Results pane.
You can define query criteria that enables you to find very specific items (such as a single
interaction handled by a specific agent) or groups of interactions (such as all interactions handled
by the customer support group for three months). After you find the interactions, you can play
them back and evaluate them.
EXAMPLE:
You want to find all the segments that involved the agents in the New Agents group to see how
well these agents are performing. You want to evaluate the agents performance over a three
month period. You then create a segments query and define the query criteria as follows:
- Segments recorded between June 15th and September 15th
- Handled by agents from the New Agents group.
When you run the query, a list of all the segments that match the query criteria appear row by row
in the Results pane. You can then play back these interactions and evaluate them.
When creating a query (quick query or advanced query), you must define a time frame; all other
query criteria are optional. See What Query Criteria Can I Define to Find Interactions?
on page 20 for a list of query criteria.
For details on running queries, viewing your results and defining query viewing preferences, see
Querying for Interactions on page 65.
3. In the Folders pane, select a folder where the query will be stored. Later, when you save the
query, the query name will appear under the selected folder.
4. Right-click the folder name and point to New Query
-or-
Click the New drop-down arrow and point to New Query.
The Advanced Query window appears.
The query criteria is divided into different tabs enabling you to define query criteria topic by
topic.
5. Define your query criteria. See What Query Criteria Can I Define to Find Interactions?
on page 20.
After you define the query criteria, you can click the Summary tab to view a list of all the
defined query criteria for the query.
You can reset the values in the Advanced Query window to the default values by clicking
Reset .
6. To define customized query settings for this query only, click the Query Settings tab. (This
step is optional, since global query settings are defined for all queries.) See Defining Settings
for a Specific Query on page 78.
7. Click to run and save the query.
-or-
8. If this is the first time that you are running the query, you are prompted to name and save the
query. The Save Query window appears.
Enter a query name and description and click OK. The Query Name appears in the tree under
the folder you selected in step 1 and the query icon appears next to the query name. The
Query Description appears as a roll-over in the Folder pane when a user points to this query.
9. If you selected in step 7, the query runs. While the query runs, all query names,
buttons and names are disabled temporarily (except the Abort button ). You can abort a
query while it is running - before the results appear.
10. The interactions that match the query criteria appear in the Results pane.
You can sort/group the data for easy viewing. See Viewing the Query Results on page 85.
You can change the columns in the Results pane (and then run the query again). See
Determining the Displayed Columns on page 98.
Tab (in
Criteria Advanced Example
Query window)
Tab (in
Criteria Advanced Example
Query window)
CTI Details CTI Events Find interactions with more than five holds
(site specific) and no transfers. See Defining CTI
Events (Interaction Details) as Filter
criteria on page 118.
Tab (in
Criteria Advanced Example
Query window)
Interactions with specific Business Data Find interactions with credit card
Business Data parameters. information starting with 9999.
See Defining Business Data as Filter
Criteria on page 127.
With specific classification or Business Data Find interactions whose scor.e on the
scoring rule parameters. System Score rule was higher than 80.
See Defining Rules as Filter Criteria
on page 129.
Word Spotting Audio Analysis Find interactions that include any word
Word spotting filters should from the Competitors word group with 80%
only be defined if categories certainty or higher.
or analysis rules were See Defining Audio Analysis
previously carried out. Parameters as Filter Criteria
on page 132.
Based on excitement levels. Audio Analysis Find interactions with an excitement level
above 70.
See Defining Audio Analysis
Parameters as Filter Criteria
on page 132.
Which occurred based on a Desktop Find interactions which were recorded due
Desktop Analytics event or Analytics to the Open Form Desktop Analytics event
object value. with a Screen Object value over 600.
(site specific) See Defining Desktop Analytics
Parameters as Filter Criteria
on page 143.
EXAMPLE:
After running the XX Security category, 800 interactions currently match the criteria. You now
run an Instant Word Search for the word Critical. The results are narrowed down to 300
interactions.
Now the results are easy to browse and play back.
You can redefine the category to include these words in the word-spotting filter.
EXAMPLE:
You enter Collect Prepared as your search words. Since this is a phrase with specific
meaning, you select the Exact Phrase option. The search finds those interactions in which the
words Collect Prepared appear one after the other in the exact order that you entered.
If you select the All Words option, the search will find the interactions that have both these
words but not necessarily consecutively or in the context that you mean.
If you select the Any Words option, the search will find any interaction that contains the word
Collect or the word Prepared.
An Instant Word Search searches through a set of interactions to detect specific words/phrases. As
a result of the search, the Results pane in Interactions is refreshed to display the interactions that
contain the defined words/phrases.
.
Note: When you view results from Investigations, the Results pane in the Interactions
window displays up to 1,500 interactions from the selected category. When you search within
the result of this selected category, you must select Within Results.
-or-
To search all the interactions that match the query criteria or task criteria or Saved Items list
(not just those interactions currently displayed), clear the Within Results checkbox
.
7. Click . The interactions that match the search criteria appear in the Results pane.
When you want to play back an interaction, you must first fill out a playback request form.
Depending on the request workflow at your site, the request will be sent to your desk manager for
approval. After the request is approved, you can play back the interaction via the Player. This is the
most common type of workflow.
This request workflow consists of the following steps:
1. Running Queries to Find Interactions on page 17
2. Previewing Interactions on page 27
3. Requesting Playback Access on page 28
4. Playing Approved Interactions on page 43
When you want to play back an interaction, you must first fill out a playback request form. The
request is automatically approved. This workflow provides for proper auditing in the system.
Depending on the request workflow at your site, you may have automatic approval for some
playback requests but require manual approval for other requests.
For Example: Requests for interactions within the last twenty days are automatically approved, but
requests for older interactions require manual approval.
This request workflow consists of the same steps as the request workflow requiring manager
approval. Keep in mind that your requests will be approved immediately.
For some agents, your administrator can define that interactions can be played back automatically,
without filling out a request form. In these cases, you do not need to request playback. Simply, find
the interactions and play them back via the Player.
The playback without request workflow consists of the following steps:
1. Running Queries to Find Interactions on page 17
2. Playing Approved Interactions on page 43
Previewing Interactions
TIP: This task is generally performed by agents to help them identify those interactions
for which they want to request playback permission.
If your administrator enabled the Preview functionality, then you can preview interactions before
requesting playback approval. This means that you can listen to a short portion of an interaction to
help you positively identify the interaction in dispute.
EXAMPLE:
You need to find a specific incoming interaction that took place within the last seven days, but
you do not remember details about it. You run a query to find your incoming interactions from
the last seven days. After you run your query, you can preview the interactions displayed in
the Results pane to find the specific interaction.
The Preview functionality can only be used for interactions that are available. If the interaction is
archived offline, you will receive a message that the interaction is not online and it cannot be
previewed. You can request playback access for these interactions without listening to a preview.
To preview interactions:
1. In the Interactions module, run a query to find interactions (see Running Queries to Find
Interactions on page 17).
NOTE: If you selected an interaction that is not online, a message appears informing
you that the interaction is not online. You cannot preview the interaction, however you
can request playback of the interaction. The IT administrator will retrieve the interaction
after the request is submitted.
TIP: This task is performed by users in the organization who are required to request
playback access.
Now that you located the interactions in dispute, you can request playback access by filling out a
request form via the Request Wizard. After you submit the request form, the system automatically
assigns a unique ID number to the request to help track the request throughout the request process.
You can request playback access for one interaction or several interactions at the same time.
Guidelines
In the Request Wizard, supply the name of one or more individuals from your organization
involved in the dispute, as well as the name of one or more individuals from a 3rd party
involved in the dispute. The information that is mandatory can be customized per site.
You can save a draft of a request without submitting it. This means that the request has not
entered the request flow. The draft is saved in the My Drafts Request folder in PBO Requests.
You can open it up at a later date, edit it and submit it.
After you submit your request, you can track the progress of your request via PBO Requests.
Some agents have permission to request a hard copy tape of the interaction.
If you have the required privilege, a checkmark appears in Step 2 of the Retrieval Wizard
enabling you to request the hard copy.
NOTE: Only relevant if Request hard copy for this playback is enabled in the
System Administrator.
If your administrator defines that playback requests for interactions that correspond to the set
criteria will be approved automatically and the ones that do not correspond to the set criteria
require manual approval, then the following may occur:
If you select several interactions and they all correspond to the set criteria, then approval
will be granted automatically.
If you select several interactions and they all do not correspond to the set criteria, then
manual approval is required.
If you select several interactions and some correspond to the set criteria and others do not
correspond to the set criteria, manual approval will be required for all the interactions.
1. In the Interactions module, select one or several interactions and click , or right-click and
select . The Request Wizard appears.
If you have privileges to create a request on behalf of another user, decide whether you
create this request for yourself, or for another user. Continue with Step 2.
If you do not have the privilege to create a request on behalf of another user, the Request
Wizard appears showing the interactions that you requested for playback. Continue with
Step 4.
2. Select one of the following options:
3. To create a request on behalf of another user, you must select the user.
Note: The user you select, for whom you want to request playback access, must have
privileges to request playback for the selected interaction.
To select a user:
a. Select a group from the Organization Tree.
The subgroups/users appear in the Group Members list box.
b. Double-click, or use the arrow key to move the user to the Selected Members list box.
c. Click Next.
If the user you selected does not have privileges for some or all of the selected
interactions, the request will be denied, and you will not be able to proceed with the
wizard.
In this case, remove the user from the Selected Member list box and select another
user.
4. The Request Wizard appears showing the interactions that you requested for playback.
If you selected a complete call for playback, the Complete ID, Start Time and Name
columns appears in the wizard window.
If you selected a segment for playback, the Segment ID, Start Time, Name and
Dialed Number columns appear in the wizard window.
TIP:
At any point in the wizard, you can click to save the request without
submitting it. When you do this:
The wizard jumps immediately to the last step of the wizard with a confirmation
message that your playback request was saved in the Drafts folder.
Click Finish. The request is saved in PBO Requests - My Draft Requests folder.
You can View/Edit this request to update it and submit it for approval. See PBO
Requests Workflow Guide for further details.
5. Click Next. The next step of the Request Wizard appears.
7. In the Firm Personnel area, the names of the agents involved in the dispute automatically
appear. These names represent the agents who handled the interactions that are attached to this
request.
You can manually enter additional user details of agents from your organization involved in
the dispute. In each row, define user information (First Name, Surname, Department and
Location).
a. To add a blank row, click , and enter user details in the fields. Add as many rows as
needed to correspond to the number of users involved in the dispute.
Note: In this window, you can only view those users for whom you have querying
privileges. Therefore, if you cannot select/view an individual from this window, click
instead to add a blank row and then manually enter his/her name.
To add users, select a group from the Resource Tree. The subgroups/users appear in
the Available Items list box.
You can enter a letter in the field to jump to user names beginning
with that letter in the Available Items list box.
Move the required groups/users to the Selected Items list box, and click OK.
b. If more than one individual is involved in the dispute, click to add a blank row. Then,
enter the relevant information about the individual.
Add as many rows as needed to correspond to the number of users involved in the dispute.
In each row, define user information.
4. In the first available row, enter your text in the Comment cell. Then click . Your name and
the date appear in the corresponding cells.
EXAMPLE:
You add a blue flag to each interaction that has a comment attached to it.
TIP: You can sort your results list by the Flag column to see all interactions with a
specific flag.
Creating Transcriptions
TIP: Interactions that are displayed as part of a Category, may already be transcribed.
To create a transcription:
1. In Interactions, define/select a query or select a Saved Items folder.
2. Select one or several voice interactions.
NOTE: To select more than one interaction, press the Shift key.
6. You can select Close this dialog box when analyze completes to automatically close the
window when the transcription is complete, or click Close.
Viewing Transcriptions
You can view transcribed interactions in the Interactions Results pane (see page 37), in the
Transcription Viewer (see page 38), and via the Player (from the menu, View > Transcription).
Transcribed interactions appear with colored text, which indicates the word certainty value
assigned to each word by the speech recognition engine. You can adjust the word certainty
value to pinpoint specific words or phrases.
You can edit the transcribed interaction, then save your changes. If necessary, you can revert
back to the original transcription at any point. (see page 39)
If your site is configured as Unsummed, the transcribed interaction is separated per speaker so
that each side of the conversation is visually distinct from the other.
Any sequence of numbers do not appear in the transcription window (For Example: area
codes, phone numbers, social security numbers, credit card numbers and so on). Instead, they
are masked over with the pound sign (#).
TIP: When you open the Transcription Viewer from the Player, double-clicking a
transcribed word will jump the Player to the selected word.
2. Click tab.
The transcribed interaction appears in text format in the Results pane.
2. If you selected more than one transcribed interaction, you can browse the open interactions by
clicking the arrows in the Transcription Viewer window.
In the example below, the user is currently viewing the third interaction from the total of
seven that were opened.
Total number of
opened interactions
Active icons
Transcription Tools
NOTE: To view and work with Transcriptions, you must have the proper privileges!
After you transcribe and select voice interactions, the following tools are available from the
Interactions Details pane and from the Transcription Viewer:
Transcription Viewer
Print Settings
Save Find
Send
Click To...
Save the results of the transcribed call as a .TXT or .RTF file. You can save the
file to your computer.
EXAMPLE:
Your administrator sets up the following Business Data fields: Credit Card number and Customer
ID number.
For any segment you can define a value for Credit Card number and/or Customer ID number.
You define for 100 segments a specific Credit Card number value and a specific Customer ID
number value.
You can then run a query to find all the segments where the Credit Card number equals 12345.
4. Click Save .
4. Click Save and then click to close the Business Data window.
1. Double-click an interaction or select an interaction and click or right-click and select Play.
If one or several interactions are not online, the Retrieval Wizard appears. Contact your
system administrator.
If the Player is not installed/updated on your desktop, an installation wizard appears,
prompting you to install it now. Follow the instructions displayed in the wizard. After the
Player is installed, you must close all instances of the browser and log in to NICE
Interaction Management again.
2. If the interactions are online, and the Player is installed, the Player appears (in Expand mode)
and the interactions are played back.
The Players Expand mode displays a complete picture of the interaction activity.You can
switch the Player to Compact mode: This mode displays the running time of the interaction
and provides access to the playback features via the Player buttons.
Player Operations
The Player enables you to play back interactions and view details about the interactions, such as
the Events that took place in the interaction, moments of agent/customer activity, the sound waves
and the periods of high emotion.
When you play back an interaction that was previously analyzed for content (via a query or
category (from the Insight Manager), via a manual analysis or via an Instant Word Search) the
events identified in the interaction are viewed as bubbles in the Player.
When you playback conference calls, or when Privacy Control on Media is in effect, the Player
sometimes displays the soundwaves of all participants on the summary activity line, without
displaying the separate sound waves for the agent and customer.
All Player operations and functionality are described in the Player Guide.
Below is a summary of Player operations:
Display or hide the Player
Display the Player in Expand or Compact mode
Enable/disable the Continuous Playback feature
Play an interaction in a loop
Add/remove annotations
Display/hide interaction events in activity lines, as a list (timeline or event groups)
View a playlist of interactions
View a transcription of the interaction
Select an output type
Select Player preferences
Save an interaction to your file system
Send an interaction as an email attachment
EXAMPLE:
You want to extend the expiry date for certain interactions which were involved in a customer
dispute. The interactions current expiry date in the system is 30 January 2009, and you want to
extend the interactions expiry date to 30 January 2010.
IMPORTANT
To run the Extend Retention feature, NICE Interaction Management must have the compatible
license.
NOTE: Your ability to use the Extend Retention feature is dependent on your site
configuration and your own access privileges. Some icons/tabs/fields may not be available.
TIP: When you extend retention of segments, remember to display any or all of the
following columns, which will display additional information in the results pane:
Voice Expiration Date
Screen Expiration Date
Last Extension by User
Last Extended Date
Last Extended Reason
To do this:
1. Click Preferences to display the Preferences window.
2. Move the selected columns to the Selected Columns list box.
3. Click .
IMPORTANT
Extend Retention extends the Forced Deletion parameter that is defined in the Rules
Manager.
3. Verify that at least one of the columns you added (Voice Expiration Date and/or Screen
Expiration Date) displays a date and that the cell is not empty.
See Extend Retention Guidelines on page 47 for a clarification of the query results.
4. Run the Extend Retention Wizard (see Extending Retention of Segments on page 50).
Note: You can extend the retention date of up to 150 selected segments.
5. View the status of the total list of extended retention requests (see Viewing the Status of
Extend Retention Requests on page 57).
Voice Screen
You want to
Expiration Expiration Suggested Action
query for...
Date Exists Date Exists
8 9 None.
Cannot Extend Retention of this call.
Explanation: Either the Voice expiry
date has passed, or it was not archived
Voice only
with an expiry date. This means that the
call may have been deleted.
When you run the wizard you will receive
an Error .
Voice Screen
You want to
Expiration Expiration Suggested Action
query for...
Date Exists Date Exists
Voice Screen
You want to
Expiration Expiration Suggested Action
query for...
Date Exists Date Exists
2. Click Next.
The Retention Extension Wizard Step 1 appears.
Using the arrows in the calendar, browse to the new month and year, then select a date
in the future.
b. In the Media type area, select for which media type you want to extend the retention;
Voice and/or Screen and/or Email and/or Chat and/or SMS.
c. From the Select reason drop-down list, select a reason for the extension request.
These options were previously defined via the Lists Editor application.
3. Click Next.
List of
selected
segments
Recording
details per
segment
This window is divided into top and bottom sections, and displays the following:
In the top section is a list of the selected segments, displaying the following columns per
segment:
Status Description
- OK.
- Error: No retention
Current Voice Expiration Current expiry date of the voice media in the segment.
Current Screen Expiration Current expiry date of the screen media in the
segment.
In the bottom section are details of each segment you selected in the top section. These
details are the exact same details that appear in the segments Recordings tab in the
Results Pane.
To review and clarify the query results, see Extend Retention Guidelines.
4. Verify the Status of each segment, and proceed according to the following guidelines:
The newly defined expiry date is shorter than the original expiry
date.
Error: Cannot
shorten retention Action: Click Back to redefine the extended retention date,
period then proceed with the wizard.
When you selected the type, Voice and Screen, one of the types
you selected has one of the following errors:
Warning: Partially
No retention
archived
Cannot exceed DB retention
Cannot shorten retention period
To review the error, you need to view the segments recording
details.
To do this:
In the Results Pane, select the segment.
In the segments Details pane, click the Recordings tab, and
scroll to the Expiration Date column.
Verify that the media has a valid expiry date and that the
extended expiry date does not exceed the maximum database
retention period (7 years).
Action: Click Next to proceed with the wizard.
To view the segments current expiry date, use the scroll bar of the top section to scroll to
the Current Voice Expiration or to the Current Screen Expiration column.
Current
expiry
date of
segment
NOTE: Calls with the Status Error cannot have the expiry date of their media extended.
6. Click Finish.
The top section of the window displays the process status of the extended retention request
you defined in the wizard.
The bottom section of the window displays the segments that are included in the request.
When the extend request is complete, the Status column in the Requests Status window
changes to Success or Failure.
Extend
retention
request that
was created
in the wizard
Segments
that are
included in
the request
List of extend
retention
requests made
by the user
Segments that
are included
in each
request
This window displays a list of the total extended retention requests made by the user.
2. Click Refresh to refresh the contents of the window.
3. Click Close, to close the Extend Retention Requests Status window.
EXAMPLE:
You can create a model for all Troubleshooting Calls. Typical calls of this type consists of four
call parts:
- Start
- Problem Description
- Problem Resolution
- End
NOTE: The model of the call breakdown includes two default call parts: Start
(beginning of the call) and End (end of the call).
Create a model based on a sample of calls in your system, known as a training set. After you set up
model properties and define call parts for this model in System Administrator, create a training set
of sample calls in Interactions. Your system uses the training set to train the model. The model you
created learns to identify the parts of calls as defined in the training set. When the model is
activated, it is used to identify parts of new calls when transcription is requested.
The entire process requires the following four stages:
1. Setting Up a New Model.
2. Defining Call Part Names.
3. Adding calls to the training set of the model and training the model, see To add calls to the
training set and to train the model: on page 58.
4. Activating the Model.
To view details of the entire workflow and procedure, see Call Part Analysis manual.
The Results pane is refreshed to display the items that match the query criteria. For detailed
instructions how to run a query, see the Interactions Guide.
3. In the Results pane, select a segment interaction that you want to use in order to train the
model.
Note: You can only train a call that has been transcribed.
Tip: To query for transcribed calls, open the Advanced Query window > Audio Analysis
tab > Speech To Text area, and select Transcription exists.
4. Right-click the interaction and select Train Call Part Analysis.
The Call Part Analysis window appears.
Play button
Select model
Time Elapse
Call Part
Tagging Area
5. From the Select model to train by drop-down menu, select from which model you want to
train using the calls in this training set. The list of models is derived from the models you set
up in System Administrator.
6. Break down and identify sections of the call by tagging them, as you listen to the call and as
you read its transcription. To do this:
The call begins to play. The movement of the call is shown simultaneously in all three
windows - the Call Part Analysis Trainer, the Transcription, and the Player.
As it is played on the Player, the text in the transcription window is highlighted. The slider
in the Call Part Analysis window begins to move in accordance with the time elapsing.
b. In the Call Part Analysis Trainer window, right-click the location (in the Time Elapse area)
where a call part begins.
A list of call parts you defined in the System Administrator, Content Analysis >
Configuration area appears.
c. Select the call part that you want to tag. The start point of the call part is tagged.
Introduction section
of the interaction
d. Right-click the location where you want the call part to end. Only the call part that is
tagged is available in the list now. The complete call part, where it begins and where it
ends, is tagged.
e. Repeat tagging all sections in the interaction.
7. Click Feedback to check the model training progress. You must have at least 50 calls to train
a model. If there is not enough data, a list of recommended actions appear.
10. Continue with procedures detailed in the Call Part Analysis manual.
To lock interactions for litigation purposes, see Locking Interactions on page 62.
To manage interactions that are locked for litigation purposes, see Managing Interactions in
Litigation Hold on page 64.
To search for interactions that were locked for litigation purposes, see Defining Interaction
Profile Data as Filter Criteria on page 110.
Locking Interactions
You can select one or more interactions and lock them for litigation purposes.
1. Select one or several interactions and click the icon, Litigation Hold .
The Locking Interactions, Introduction window opens.
2. Click Next.
3. From the Notification Date drop-down list, select a date in the future when you need to
receive a reminder notification of the selected interactions.
4. From the Reason for locking Interaction drop-down list, select a reason for the request.
The reasons are predefined by your system administrator.
5. Click Next.
The Confirmation window opens.
6. Click Finish.
The Lock Results window appears.
The logged in user will receive notification at the selected date of the selected interactions.
NICE Interaction Management Compliance Suite provides the Query tool as an easy and effective
means of searching the Interactions window to find interactions that match specified filter criteria.
The Query tool brings up-to-date data straight to our fingertips. You can create a query and run it
over and over to find the most current data.
For each application in the suite, the technique for creating and running queries is identical.
However, the query criteria that you define and the output, meaning the items that the query finds,
is unique to each application.
NOTE:
Your ability to use the application is dependent on your site configuration and your own
access privileges. Some icons/tabs/fields may not be available.
Contents
FAQs ................................................................................................................................ 66
Querying for Interactions: Complete vs Segments ..................................................... 70
Creating and Running Queries...................................................................................... 71
Modifying Queries .......................................................................................................... 81
Customizing a Folder Structure .................................................................................... 83
Viewing the Query Results ............................................................................................ 85
Defining Global Query Preferences .............................................................................. 93
FAQs
Here are some Frequently Asked Questions about queries.
EXAMPLE:
You define a query named Gold Club with the following query criteria:
- A timeframe of 5 days
- Handled by the Gold Club group
- Using the left or right handset
Each time you run the query, the Playback Organizer finds the interactions that currently match
the defined query criteria. The results appear in the Results pane.
You can save your query to a public folder (enabling all users to run the query) or to a private
folder (restricting access to this query to the query owner alone). You can create a customized
public/private folder structure. See Customizing a Folder Structure on page 83.
NOTE: The type of item that is first added into the folder determines the subsequent type
that can be added into the folder. You can change the item type in a folder by adding the
new type and deleting the old type.
FOR EXAMPLE:
If you first add a complete interaction into a Saved Items folder, you can only add additional
complete interactions.
If you want to change the type of the folder, drag a segment into the folder.
A confirmation window appears asking if you want to delete all existing data and add the
new data. Click OK.
The folder now only contains the segments you added.
EXAMPLE:
You want to save all the interactions with a duration greater than five minutes in a Saved Items
folder named Lengthy Interactions. You can run several queries (day after day) and drag
interactions to the folder for safe-keeping.
When you define a timeframe for the query, define the From and To values according to your local
time.
EXAMPLE:
You are a supervisor sitting in New York and you have traders in New York and California. You
define a query to find interactions that took place between 9:00 AM- 11:30 AM. The Playback
Organizer will find all interactions that took place between 9:00 AM-11:30 AM in New York and
between 6:00 Am - 8:30 AM in California.
(The Playback Organizer will not find those interactions that took place between 9:00 AM-
11:30 AM in California!)
When you run a query, all time values in the query results are translated into the local time -
meaning the time zone at your local workstation.
EXAMPLE:
You are a supervisor sitting in New York and you have traders in New York and California. You
ran a query to find all interactions that took place in the last 24 hours that were handled by
traders in the New Trainees group.
You browse through the results and you find that one interaction began at 9:30 PM. What does
this mean? If the trader that handled the interaction was sitting in California, the interaction
began at 6:30 PM Californian time; if the trader that handled the interaction was sitting in New
York, the interaction began at 9:30 PM.
Segments query:
When you run a Complete Interactions query, the Results pane displays complete interactions;
when you run a Segments query, the Results pane displays segments.
NOTE: In query results for complete interactions, multiple rows are displayed for the
same interaction. This is because query results for complete interactions are not
merged.
After you run the query, you can select a complete interaction and view all the segments that
are in the complete interaction; or, you can select a segment and view the complete interaction
to which the segment belongs. This information appears in the Details pane.
When you choose a complete interaction and click Play, the complete interaction is played
back in the Player; when you choose a segment and click Play, only the segment is played
back in the Player.
Note: You can select up to 100 interactions to save at one time as files in your file system.
Each interaction is saved as a separate file.
When you create a folder (under the Saved Items branch in the Folders tree), you must
determine whether the folder will hold complete interactions or segments. It cannot hold both.
The folder icon is identical whether the folder holds complete interactions or segments: .
When you play back an interaction, the Preview area appears in the Player.
The Preview area always displays the stages of a complete interaction. Even if you select a
segment, the Preview area displays the stages of the complete interaction.
TIP: When the icon appears next to the Advanced button in the Quick Query pane,
this indicates that additional query criteria were defined for the query. These query criteria
do not appear in the Quick Query pane.
You can determine which query topics appear in the Quick Query pane and which topics
remain only in the Advanced window. See Selecting Query Criteria for a Quick Query.
3. If the icon appears next to the Advanced button, additional query criteria were defined for
the query. To view all the query criteria in the Advanced Query window, click .
To view all the query criteria defined for the query, click the Summary tab.
4. You can modify the query criteria as needed. See Modifying Queries on page 81.
TIP: If you need to define additional query criteria (more than appear in the Quick Query
pane), you have two working options:
Click (Filter Settings) and select additional query criteria that should be displayed
in the Quick Query pane. See Selecting Query Criteria for a Quick Query
on page 93.
Click and define query criteria from the Advanced Query window. See Running
an Advanced Query on page 75.
When you create a query, you must select a folder where the query will be stored. You can tailor
your folder structure and create new folders as needed. See Customizing a Folder Structure
on page 83. If you select a Private folder, then you are the only user who can run this query.
After the query runs, the items that match the query appear in the Results pane. You can customize
the Results pane in two ways:
Define global settings: In the Preferences window, define the query settings for all queries. See
Defining Global Query Preferences on page 93.
Define local settings for a specific query: You can override the global settings and define
settings for a specific query. This is defined in the Query Settings tab of the Advanced Query
window. See Running an Advanced Query on page 75.
What are the Basic Query Fields which Appear in The Quick Query Pane?
You determine which query fields you need most often when running queries. You can then
customize the Quick Query pane to determine which criteria should be displayed in this pane. See
Selecting Query Criteria for a Quick Query on page 93.
EXAMPLE:
You generally need to find interactions from a specific group of traders over a defined time
period. So, in the Quick Query pane, the following query fields appear:
- Traders/Groups
- Timeframe
Erases all fields in the pane so that you can create a new query
Opens the Preferences window, so that you can define query settings. See
Defining Global Query Preferences on page 93.
Saves the query. If the query was not saved before, opens the Save Query
window so that you can name the query.
Runs the existing query. The results appear in the Results pane.
Opens a selection window so that you can select multiple filter criteria.
Opens the Advanced Query window so that you can define additional query
criteria.
Indicates that filter criteria was defined in the Advanced Query window for
topics that do not appear in the Quick Query pane.
3. Click (New Query). All existing values are erased from the fields.
4. In the Build Query for field, choose whether the query should find Complete Interactions
or Segments .
5. To define traders as query criteria, use one of the following methods:
To select one group: Select a group from the Groups drop-down list.
To select one item only: First select one group. Then select one item from the second
drop-down list. This list displays only those items that are included in the selected group.
To select multiple items : Click . A selection window appears. Move the selected
items into the Selected Members list box and click OK. The selected names do not appear in
the Quick Query pane (since there is no room for multiple selection). Instead, the words From
list appear in the fields.
-or-
Select the From radio button to define a specific time period. In the From and To fields,
enter dates or click the arrow button and select dates from the displayed calendar. Enter or
browse to the exact hours and minutes.
8. Click .
9. While the query runs, all query names, buttons and names are disabled temporarily (except the
Abort button ). The items that match the query criteria appear in the Results pane. See
Viewing the Query Results on page 85.
You can abort a query while it is running by clicking .
10. To save the query, click the Save drop-down arrow and select Save. The Save Query window
appears.
Enter the name of the query and a description and click OK. The Query Name appears in the
folders pane beneath the selected folder. The query icon appears next to the query name.
The Query Description appears as a roll-over in the Folder pane when a user points to this
query.
11. You can run this query over and over to see up-to-date results based on the defined query
criteria.
3. The Advanced Query window appears. The query criteria is divided into different tabs
enabling you to define query criteria according to topic.
You can reset the values in the Advanced Query window to the default values by clicking
Reset .
5. To define customized query settings for this query only, click the Query Settings tab. (This
step is optional, since global query settings are defined for all queries.) See Defining Settings
for a Specific Query on page 78.
6. To save and run the query, click .
-or-
Enter a query name and description (optional) and click OK. The Query Name appears in the
tree under the folder you selected in step 1 and the query icon appears next to the query
name. The Query Description appears as a roll-over in the Folder pane when a user points to
this query.
8. If you selected in step 6, the query runs. While the query runs, all query names,
buttons and names are disabled temporarily (except the Abort button ). You can abort a
query while it is running - before the results appear.
The items that match the query criteria appear in the Results pane. See Viewing the Query
Results on page 85.
2. (Site dependent!) To query open calls only, select Query on open calls.
3. To define specific settings for this query, select Use Specific Settings.
a. Move the required columns to the Selected Columns list box. These columns will be
displayed in the Results pane after the query runs.
b. From the Sort By drop-down list, select the column by which the items will be sorted.
Then, select the order in which the items appear (Ascending or Descending).
c. To display all items under group headings (based on the a column name), from the Group
By drop-down list, select the column by which items will be grouped. Then, select the
order in which the group headings and items inside each group appear (Ascending or
Descending).
If you are sorting and grouping the items, the results will first be grouped by the column
name selected in the Group By field. Within each group, the items will be sorted by the
column name selected in the Sort By field.
4. After you define the query criteria, you can click the Summary tab to view a list of all the
defined query criteria for the query.
5. You can reset the values in the Advanced Query window to the default values by clicking
Reset .
6. Click to run and save the query.
-or-
3. If the icon appears next to the Advanced button, this indicates that additional query
criteria were defined for the query - that do not appear in the Quick Query pane. Click
to view all the query criteria in the Advanced Query window. (You can click the
Summary tab to view all the query criteria defined for the query).
4. Change query criteria as needed (in the Quick Query pane or in the Advanced Query window).
5. Click the Save drop-down arrow and select Save As. The Save Query window appears.
Modifying Queries
You can modify the query criteria for a query and save these changes. In addition, you can modify
the query criteria and save them as a new query (using the Save As option). This enables you to
create a new query that is similar to an existing query - without starting from scratch. See
Creating a New Query Based on an Existing Query on page 80.
To modify a query
1. From the Folders pane, select a query. While the query runs, all query names, buttons and
names are disabled temporarily (except the Abort button).
2. Right-click and select Edit or click . The Advanced Query window appears displaying all
the query criteria values that were defined for the query.
Tip: You can click the Summary tab to view a list of all the defined query criteria for the
query.
3. Change query criteria as needed.
4. To save the modified query:
TIP: You can also modify a query in the Quick Query pane.
a. Modify query criteria.
b. Click .
Deleting a Query
To delete a query:
1. From the Folders pane, select a query. While the query runs, all query names, buttons and
names are disabled temporarily (except the Abort button).
Renaming a Query
To rename a query:
1. Right-click the query name and select Rename. The Rename Query window appears.
Creating Folders
The Folders pane is divided into two branches - the Queries branch and the Saved Items branch.
In the Queries branch, you create and store queries.
In the Saved Items branch, you create and store folders to hold your saved items.
Each branch contains two high-level default folders - the Public folder and the Private folder:
Public folders: All users can access the items in the folder.
Private folder: Only the user who created the folder can access the items in the folder.
You can create customized folders directly under a Public folder or under a Private folder. You can
also create lower-level folders.
IMPORTANT
You must have the proper access privilege to create Public folders.
To create a folder:
1. In the Folders pane, select a parent folder. The new folder that you create will be placed
hierarchically under this folder.
2. Right-click the folder name and select New Folder or click the New drop-down arrow and
select New Folder. The Query Folder/Saved Items Folder window appears.
3. Enter the name of the new folder and a description (optional) and click OK.
To delete a folder:
1. Select the folder you want to delete.
Each row in the table displays information about one item, depending on the columns currently
appearing in the Results pane. Therefore, it is important to select the columns that you want to
display. You can determine which columns should be displayed for all queries via the Preferences
window. See Determining the Displayed Columns on page 98.
NOTE: In query results for complete interactions, multiple rows are displayed for the
same interaction. This is because query results for complete interactions are not
merged.
After you run a query, you may find a long list of item. There are several tools at your disposal
which help you browse through this list. These include:
Sorting the data: By clicking on a column, you can change the order of the displayed data in
ascending or descending order. See Sorting the Data on page 86.
Grouping the data: You can organize the items in the Results pane by groups. A group is a set
of items with something in common: You determine what that commonality is by selecting a
column name. See Grouping the Data on page 86.
Filtering the data: You can filter the Results list by selecting a specific value for one column.
The Results list is refreshed to show only those items with the matching value. See Filtering
the Data on page 87.
2. Click in the column heading again to change the sort order from ascending to descending or
vice versa.
NOTE: The default sort order is determined by your preference. See Determining the
Default View of the Results Pane on page 96.
TIP: You can determine a default grouping of the items in each module. See Determining
the Default View of the Results Pane on page 96.
The Results pane is refreshed to display all items in groups under headings (based on the value
in this column name). The groups and the items inside the groups appear in ascending order.
Current values
These values represent the current values for this column. Each time you run a query the
values in the drop-down list change to reflect the current information.
2. You can filter the Results list as follows:
Select one value: The Results list is filtered to display all the items whose value equals the
selected value. For example: In the Currency ID column, you select 802. The Results list
is filtered to display those items with a value of 802 in this column.
Select Blanks: The Results list is filtered to display all the items whose value is blank for
this column.
Select No Blanks: The Result list is filtered to display all the items that have any value for
this column.
Select Custom to create a filter expression, such as Greater than 02 or equals 805. See
step 3.
3. If you selected Custom, the Custom AutoFilter window opens.
b. In the field to the right of the expression comparison field, enter a value to build your filter
(such as greater than 805, does not equal 802).
c. If you want the filter to include more than one expression, select and/or and build a
second expression in the bottom two fields.
If you select the And value, then both expressions must be true to match the filter (such as
greater than 801 and less than or equal to 810). If you select the Or value, then only
one of the expressions must be true to match the filter.
d. Click OK. The Results list is filtered according to the customized expression
To remove this filter, select All from the drop-down list.
Handset - The letter in the bottom, left corner represent the handset ID.
L (left), R (Right), 3 or 4
Speaker - The number in the top, left corner represents the speaker #.
In Graph View, you can select one or several interactions and play them back via the Player.
TIP: You can select multiple interactions using the standard keys or by dragging the
mouse around several interactions.
If the time definition on two interactions are overlapping and you select one interaction,
the overlapping interaction is automatically selected as well (since they represent the
same interaction).
Preview
To preview an interactions details, select an interaction and click .
Play
To play back an interaction, select an interaction and click .
Retrieve
To retrieve an archived interactions, select an interaction and click .
Request PB To create a request to play back an interaction, select an interaction and
click .
Send by email
To send an interaction via email, select an interaction, and click .
Save Playback
To save an interaction locally, select an interaction, and click .
Zooming In/Out
You can adjust the time range of the displayed results as follows:
Zooming in: Each time you zoom in, the graph displays a smaller date range and the
interactions that took place within the date range are easier to identify.
Zooming out: Each time you zoom out, the graph displays a larger date range. This enables
you to view a larger time span, but the interactions within the time span are harder to identify.
Defining a custom range: You can specify a specific date and hour range.
IMPORTANT
The Save Table Result feature requires that your client workstation runs on Microsoft Office XP
and the Regional Settings are set to Eng-US.
NOTE: Only the data that appears in the displayed columns are printed. You can change
the displayed columns and run the query again. See Determining the Displayed
Columns on page 98.
Default View Determines whether the default display opens the Table or Graph
view. Select Table or Graph.
Display Determines the order and maximum number of interactions to
display.Select First or Last and enter a maximum number of
interactions.
The Available Filters list box displays a list of filter groups. The group names in the list box
correspond to the tabs in the Advanced Query window.
4. In the Available Filters list box, expand a group name to view filter topics.
5. To view the query fields in a topic, select the topic from the Available Filters list box, and
click .
6. Click Close.
7. From the Available Filters list box, select the appropriate topics (not a high-level filter group
name) and click to move the topics to the Selected Filter list box.
8. In the Selected Filters list box, you can expand a filter topic to view a list of criteria in that
topic. If you do not want all the criteria in the topic to appear in the Quick Query pane, you can
select/clear the checkboxes for specific criteria.
9. You can determine the order in which the query criteria appears in the Quick Query pane by
clicking the up/down arrow buttons.
You can reset the values in the window at any time by clicking .
2. In the Default Query field, select whether a default query should run when the application
opens or not:
Select None. The Results pane will remain empty when the application opens.
-or-
Select the second radio button, expand the Queries tree and select a query. When a user
opens the application, the selected query will run automatically and the results will appear
in the Results pane.
3. Select the number of matching items that should be displayed in the Results pane after a query
runs, as follows:
a. In the Display field, select First or Last to determine which of the matching
items should be displayed.
6. Click . The current query will run again if the preferences have changed.
EXAMPLE:
You define a query to find interactions with a duration over two minutes. When you browse
through the results, you also want to see the start time and end time for these interactions as well
as the traders last name.
In the Preferences window, you must select Segment Duration, Segment Start Time, Segment End
Time and Last Name as columns to display.
Depending on the displayed columns, information may be repeated in several rows. Why does this
occur?
If one column has multiple values, the information is repeated for each column value.
Here are several examples:
An interaction has several participants. If the Participants column is displayed, the interaction is
repeated in a different row for each different participant. The values in the Participants column
change, all other values are repeated.
An interaction contains several words spotted for Audio Analysis. If the Word Name (or Word
Alias) column is displayed, the interaction is repeated in a different row for each instance of
word-spotting.
NOTE: In query results for complete interactions, multiple rows are displayed for the
same interaction. This is because query results for complete interactions are not
merged.
c. To display all items in groups under headings (based on a column name), in the Group By
field, select a column.
If you are sorting and grouping the items, the results will first be grouped by the column
name selected in the Group By field. Within each group, the items will be sorted by the
column name selected in the Sort By field.
4. In the Complete area, select columns to display as follows:
a. In the Available Columns list box, select the columns that will appear in the Results pane
and click Add. These columns are moved to the Selected Columns list box. Use the
up/down arrows to determine the order of the columns. (The names of the columns that
appear in this window may differ from site to site, depending on customer customization.)
b. In the Sort area, choose the order in which the items appear. First, from the Sort By
drop-down list, select the column by which the items will be sorted. Then, select the order
in which the items appear - Ascending or Descending.
c. To display all items in groups under headings (based on a column name), in the Group By
field, select a column.
If you are sorting and grouping the items, the results will first be grouped by the column
name selected in the Group By field. Within each group, the items will be sorted by the
column name selected in the Sort By field.
5. Click . The current query will run again if the new preferences are relevant to the query.
When you create queries, you define filter criteria. The filter criteria is defined in the Quick Query
pane or the Advanced Query window. When you run the query, the search engine finds items that
match the filter criteria.
Filter criteria for defining queries are divided into topics, represented by tabs and subtabs. These
topics serve as building blocks when creating queries.
This appendix describes all the available query filter criteria.
IMPORTANT
Your ability to view all the query/category criteria is dependent on your site configuration and
your own access privileges. Some icons/tabs/fields may not be available.
Contents
EXAMPLE:
Find interactions that took place within the last two weeks.
-or-
Select the From radio button to define a specific time period. In the From and To fields, enter
dates or click the arrow button and select dates from the displayed calendar. Enter or browse to
the exact hours and minutes.
EXAMPLE:
Find segments that lasted longer than 5 minutes.
2. Define the duration value by selecting a comparison expression and entering the number of
hours/minutes/seconds.
Example: The duration value is longer than 4 1/2 minutes.
3. If you selected Between in the previous step, enter a second value in the right-most time field
to define your range.
Example: The duration value is the range between 4 1/2 minutes and 10 minutes.
EXAMPLE:
Find interactions that are chat and email interactions.
2. Select any combination of: Call, Email, Chat, and Text Message.
You can also define general user properties and job properties as criteria. See Defining User
Properties as Filter Criteria on page 108 and Defining Job Properties as Filter Criteria
on page 109.
When defining your criteria, you can limit the query to all active users; or you can show deleted
users in the query as well - meaning users that were deleted via the Users Administrator.
EXAMPLE:
Find interactions handled by agents in the Tax Form group.
Find playback requests initiated by traders in the Stock Trading group.
1. In the Quick Query pane, scroll to the Traders area, and click .
In the Advanced Query window, click the Traders tab.
NOTE:
To define a query to show all call segments of an agent, the Query by Participants
option must be enabled in the System Administrator. However, when Query by
Participants is enabled, the Business Analyzer will not display customer phone
numbers from incoming calls in the Results pane. In order to view these numbers when
a query is run, you must clear the Query by Participants checkbox. See the System
Administrator Guide for further details.
2. Expand the Organization tree to view a hierarchy of groups and traders. In the Organization
tree, you can see only those traders/groups for whom you have access rights.
3. To show deleted users in the query, select the Show deleted users checkbox.
4. Click a branch in the tree. The groups or traders directly under that branch appear in the
Group Members list box. If you selected the Show deleted users checkbox, the deleted
users appear in the list box with the icon.
5. From the Group Members list box, select the groups or traders that are filter criteria and click
the Add button. The names are moved to the Selected Members list box.
You can enter the first letters of a user name in the text box above the list box to quickly jump
to the appropriate user name.
6. Repeat steps 3 and 4 as needed to select traders/groups from various branches in the
organization.
EXAMPLE:
Find interactions handled by traders using extension 1234.
2. Enter the filter criteria that you require in the appropriate fields. You can enter wildcards in
place of one or more characters. See Using Wildcards on page 151.
EXAMPLE:
Find interactions handled by traders from the Claims department hired after January 1st 1999.
2. In the Department, Location, Job Function, Job Class and Job Skill lists, select the
appropriate filter criteria. Select a specific list item or click Any to include any of the items in
the list.
3. To find users hired within a specific date, select the Hire Date checkbox and define a time
range.
4. To find users that graduated within a specific date, select the Graduation Date checkbox and
define a date range.
5. To find users with a specific graduation score, in the Graduation Score field select a
comparison expression and enter values.
EXAMPLE:
Find incoming segments with a VDN of 9999, recorded as voice only, and marked with Privacy
Control.
2. In the CTI Information area, define criteria. You can use wildcards, as needed. See Using
Wildcards on page 151.
Field Description
Field Description
Screen
Chat
Email
Text Message
After running the query, the interactions that match the query criteria appear in the results
pane.
5. Scroll to the Exceptions area.
In the Exceptions area, mark Exceptions Exist to filter for interactions with exceptions that
occurred, or while recording the interaction. See NICE Interactions Center Exceptions for a
detailed list of exception types.
6. Scroll to the Extended Retention area.
a. To define the maximum chat response time, in the Max Response Time area, define the
duration value by selecting a comparison expression (Greater than, Less than or
Between) and enter the number of hours/minutes/seconds.
Example: You want to find all chat interactions where the maximum chat response time is
longer than 4 1/2 minutes.
b. To define the average chat response time, in the Average Response Time area, define
the duration value by selecting a comparison expression (Greater than, Less than or
Between) and enter the number of hours/minutes/seconds.
Example: You want to find all chat interactions where the average chat response time is
between 30 seconds and 2 minutes.
c. In the Network Sources area, select the network source for the chat data.
Select Only mobile phone recordings to query only for those interactions that were
recorded from a mobile phone.
10. Scroll to the Security and Privacy area.
NOTE: Your ability to use the Privacy Control feature is dependent on your site
configuration and your own access privileges. Some icons/tabs/fields may not be available.
TIP: When you query for segments whose voice and/or screen recording was paused and
then restarted for privacy reasons, remember to display the Privacy Control on Media
column. See Determining the Displayed Columns on page 98.
a. In the Either/Locked area, select Locked, to query for an interaction that was locked for
Litigation Hold.
b. In the Litigation Notification Date area:
Select Notification In Next to query for interactions whose notification will appear in
a specified time in the future.
Select Notification Date to query within a defined period of time in which the
notifications appeared, or will appear. Define the From and To dates.
c. From the Litigation Hold Reason drop-down list, select a reason, with which to query.
12. Scroll to the Text Message Profile area.
a. In the Text Message Sender Email Address field, enter the text message senders
email address.
b. In the Text Message Recipient Email Address field, enter the text message recipients
email address.
c. In the From Mobile Number field, enter the mobile number the text interaction is from.
d. In the To Mobile Number field, enter the mobile number the text interaction is to.
e. In the Direction area, select IN, OUT, and/or Internal.
EXAMPLE:
Find incoming interactions from the Left or Right Speakers.
1. In the Quick Query pane, scroll to the Device Type area, and click .
In the Advanced Query window, click CTI Information tab.
NOTE:
CTI Events criteria are not available at all sites.
Some of the CTI events are not available at all sites. These events are dependent on
specific CTI integration capabilities.
EXAMPLE:
Find interactions that were in the queue more than one minute and had more than two hold
events.
Find feedback surveys attached to interactions that had more than three conferences.
Parameter Description
Queue Time How long (in seconds) the customer waited in the queue
before speaking to an agent:
Select a comparison expression (Greater than or Less
than) and enter a value in seconds, or
Select Between and define a range of seconds.
Ring Time How long (in seconds) the segment was ringing before an
agent picked up:
Select a comparison expression (Greater than or Less
than) and enter a value in seconds, or
Select Between and define a range of seconds.
Number of Holds How many times the customer was placed on hold during the
segment:
Select a comparison expression (Greater than or Less
than) and enter a value, or
Select Between and define a range.
Total Hold Duration How long (in seconds) the customer was kept on hold within
the segment:
Select a comparison expression (Greater than or Less
than) and enter a value of seconds, or
Select Between and define a range of seconds.
Has Transfer Find segments that have transfers, or find segments that did
not have transfers, or either of these.
Has Conference Find segments that have conferences, or find segments that
did not have conferences, or either of these.
Wrap Up Period How long (in seconds) the wrap up period lasted within the
segment:
Select a comparison expression (Greater than or Less
than) and enter the number of seconds, or
Select Between and define a range of seconds.
Note: Some of the CTI events are not available at all sites.
These events are dependent on specific CTI integration
capabilities.
Abandon From Find segments that were abandoned from a Hold situation or
Hold find segments that were not abandoned from a Hold.
Parameter Description
Abandon Duration How long (in seconds) the customer was waiting before
abandoning:
Select a comparison expression (Greater than or Less
than) and enter the number of seconds, or
Select Between and define a range of seconds.
Abandon From Find segments that were abandoned while waiting on the
Queue queue or segments that were not abandoned from the queue.
Parameter Description
Total Queue Time In a complete interaction, the customer may have waited in a
queue several times. This parameter is the combined queue
time of all segments.
Select a comparison expression (Greater than or Less
than) and enter a value of seconds, or
Select Between and define a range of seconds.
Parameter Description
Number of Holds How many times the customer was placed on hold during the
complete interaction:
Select a comparison expression (Greater than or Less
than) and enter a value, or
Select Between and define a range.
Total Hold Duration How long (in seconds) the customer was kept on hold within
the complete interaction:
Select a comparison expression (Greater than or Less
than) and enter a value of seconds, or
Select Between and define a range of seconds.
Abandon From Find complete interaction that were abandoned from a Hold
Hold situation or find complete interaction that were not abandoned
from a Hold.
Parameter Description
Abandon Duration How long (in seconds) the customer was waiting before
abandoning:
Select a comparison expression (Greater than or Less
than) and enter the number of seconds, or
Select Between and define a range of seconds.
Abandon From Find complete interaction that were abandoned while waiting
Queue on the queue or complete interaction that were not abandoned
from the queue.
EXAMPLE:
Find interactions with the red user flag (or find interactions with any user flag).
2. From the User Flag drop-down list, select All Flags (to find interactions with any flag) or
select one flag as filter criteria.
NOTE: Category parameters can be used as filter criteria for segment queries only.
You can define policies, category groups, category names and category statuses as criteria when
building a query to find interactions (from the Interactions window).
EXAMPLE:
Find interactions from the Tax Forms category group with the System Irrelevant category flag.
Pending Review Default category flag for interactions that match the category
criteria. The interaction may be new to the category, or the
interaction appeared in the category previously but has not
been assigned a different category flag.
Can also be assigned manually to indicate that the interaction
needs reconsideration.
IMPORTANT
The term category is used interchangeably with investigation!
You can define category details as criteria when building a query to find categories (from
Investigations).
EXAMPLE:
Find Discovery Categories that are completed.
Status
Running - Select to include in your query only the categories that are still running.
Stopped - Select to include in your query only the categories that were aborted.
Finished - Select to include in your query only the categories that finished running.
Name - Enter the name of a category that you need the query to find. You can use
wildcards as needed. See Using Wildcards on page 151.
EXAMPLE:
You want to find all interactions with any customer who is over 50 years of age, and who has a
gold credit card.
You can query for one or more types of Business Data at a time. A query with two or more types of
Business Data at a time looks for records that has all the specified Business Data value. It does this
using the AND operator.
You can also query using more than one type of Business Data by defining the query using Free
Expressions. In the Free Expressions tab, open the field tblReservedXX and select the
appropriate field. See Building Free Expressions Filter Criteria on page 149.
Dynamic field
2. From the Business Data drop-down list, select the business data field you want to query.
The field directly below the Business Data field changes dynamically to one of the following
depending on the type of data you selected:
Free text field (You can enter wildcards in place of one or more characters. See Using
Wildcards on page 151.)
Date field
Range field
3. Enter text, a date or a range in the dynamic field.
4. For two or more Business Data fields:
a. Click to add another Business Data field and enter text, a date or a range in the
dynamic field that appears directly below.
b. Select either the And or Or condition between the Business Data fields.
Note: You can only select one condition in the same query.
Additional Business
Data fields are added
TIP: If you are entering text in the dynamic field, you can enter wildcards in place of one
or more characters. See Using Wildcards on page 151.
EXAMPLE:
A classification rule named XYZ was defined (in the Rules Manager) which runs on all calls that
are inbound and longer than ten minutes.
When defining a query, you select the XYZ classification rule as filter criteria.
If you select Yes, your search will find all calls that are inbound and that are longer than ten
minutes.
If you select No, your search will find all calls that were not inbound and/or that are less than ten
minutes.
If you select Either, your query will not take this rule into account.
EXAMPLE:
A scoring rule named Default System Score was defined (in the Rules Manager). After the rule
runs, interactions are assigned a score based on the rules formula.
When defining a category, you select the Default System Score as category criteria. You then
define a score greater than 80.
When the category runs, all segments with a score greater than 80 for the Default System Score
will be found.
No: To find all interactions that do not match the rule filter.
3. To filter by a scoring rule, do the following:
a. In the Scoring Rule field, select a rule. (these rules were previously defined via the Rules
Manager.)
EXAMPLE:
Find all interactions where the text campaign appears in the comment.
IMPORTANT
The query only searches through those interactions which were previously analyzed for Audio
Analysis content. Interactions may be analyzed for content via a category or via manual
analysis.
When viewing your query results, keep in mind that the query cannot search through
interactions that were not analyzed for content.
EXAMPLE:
Find interactions that had more than 10% talk-overs in which the words from the Polite group of
words appeared. The query results display only those interactions that match the filter criteria if
these interactions were previously analyzed for talk-overs or words from the Polite group.
If other interactions contain talk-overs or words from the Polite group - but the interactions were
not previously analyzed for this content - these interactions will not be displayed in the query
results list.
Parameter Description
Agent Talk Define the percentage of the interaction during which the agent is
talking
Customer Talk Define the percentage of the interaction during which the customer is
talking
Agent Consecutive Define the percentage of the interaction during which the agent is
Talk continuously talking
Customer Define the percentage of the interaction during which the customer is
Consecutive Talk continuously talking
Parameter Description
EXAMPLE:
Find interactions in which words from the Discount group appear with a certainty level of 80%
and above.
When defining the words for the query, you can select words from the Lexicon Manager and/or
you can define new words on-the-fly.
The query searches through interactions in two ways:
The query can search for words from the Lexicon Manager that were previously detected by a
category or manual analysis. In this case, you must select words from the Lexicon Manager as
filter criteria.
The query can be broadened to search through all interactions that were categorized by a
category. When searching through all interactions that were categorized by a category, you are
not limited to words from the Lexicon Manager. You can search for any word on-the-fly.
EXAMPLE:
You created a category to detect the words public, stock and secret on all incoming interactions
that lasted more than three minutes.
You select the word public as your filter criteria. When the query runs, it will find those
interactions that were previously categorized by a category which contain the word public.
Now you broaden the query. You select the Query All Analyzed Calls checkbox, and you define
three new words as filter criteria. When the query runs, it will search through all categorized
interactions for these new words.
For each word/group that you select as criteria, you can define the following additional filters:
Level of certainty: For example, the accuracy is 80% and higher
Position from start: For example, the word took place in the first 15 seconds of the interaction.
Position from end: For example, the word occurred in the last 5 seconds of the interaction.
Relationship in seconds to other words chosen for word spotting (in the Selected Words
Appear Up to field).
EXAMPLE:
You selected three phrases as filter criteria:
Company Insiders, Will Go Public, and Top Secret
You add additional filters for the phrase Top Secret, so that the result is:
Note that the last drop-down list represents the words you chose for word-spotting - excluding the
words for which you are currently defining a filter. In our example, the list shows Company
insiders and Will go public (since these words were previously selected for word-spotting and they
are not currently selected for filters).
If you are currently defining a filter for all the words chosen in the Word-Spotting area, this option
is disabled.
If you later define a filter for all three phrases (by selecting the phrases under the Name column
and clicking ), the Selected Words Appear up to field will be disabled.
How Can I Customize the Query Behavior When Spotting Multiple Words?
By default, the query will find any interaction that has one or more of the words selected as filter
criteria (based on the OR logic). If you selected several words as filter criteria, the query will find
interactions that have word1 or word2 or word3 and so on.
You can customize the query behavior as follows:
Based on AND logic, you can query interactions that contain all the words selected as filter
criteria. For example, you selected several words as filter criteria, the query will find
interactions that have word1 and word2 and word3 and so on.
You can create customized formulas based on OR/AND together. Here are several examples:
The query will find interactions with (word1 and word2) or interactions with word3.
The query will find interactions with (word1 or word2) or not word3.
Advanced Query window > Audio Analysis tab. (The tab/field name may differ per window.)
2. From the Language drop-down list, select the language for which you want to perform word
spotting.
NOTE: This feature is site specific and may not exist in your site.
The Organization Lexicon tree displays a hierarchy of word groups previously defined in the
Lexicon Manager.
You can select words from the Lexicon Manager (see step 3) and/or define new words
on-the-fly (see step 4 - 5).
3. To select words/word groups from the Lexicon Manager, do the following:
a. Select a branch in the tree. The groups/words directly under that branch appear in the
Available Words/Phrases list box.
You can enter the first letters of a word to quickly jump to the appropriate term.
b. From the Available Words/Phrases list box, select the words/groups that are filter
criteria and click .
The selected words/groups are moved to the Selected Words/Phrases list box. The
selected words also appear in a grid at the bottom of the window.
If you select word groups, the query will find any word in the group that matches the
filters.
4. (Site specific for sites with the Phonetics engine!) To search through all categorized
interactions, select the Query All Analyzed Calls checkbox. This means that the query
results may be broadened, since all categorized interactions are searched and the words that
you are querying do not have to match words that were previously detected.
5. (Site specific for sites with the Phonetics engine!) To define words on-the-fly, do the
following:
a. Select the Query All Analyzed Calls checkbox. (If you do not select the checkbox, you
cannot enter free text).
b. In the New Word or Phrase field, enter a word/phrase and click . Repeat as
needed.
6. To set a suggested certainty level (system generated), select one or more words below the
Name column and click . A suggested certainty level is added to the word under the
Certainty column.
To set a specific certainty level, that you define, see step 7 a below.
7. To define additional filters on words/groups, select one or more words below the Name
column and click (or double-click the word).
The Item Additional Filters window appears.
In some sites, the Item Additional Filters window appears with additional filters.
Site specific -
depending on recording
technique
To do this:
8. To define customized query formulas, click . The Word Spotting Formula window
appears.
Enter your expression formula and click OK. See Word Spotting Formula Guidelines. If you
are defining formulas for a group of words, the query will find any word in the group that
matches the formula.
This is the default query behavior. This means that the query will find interactions that contain
at least one of the selected words.
Click to define that AND is the relative expression between each word.
This means that the query will find interactions that contain all the selected words.
Build a customized formula:
a. Place the cursor in the formula (where you want to change the formula).
b. Delete a building block if needed.
c. Then, double-click on a building block (a word or one of the operators).
d. Repeat this several times to build your formula.
If the formula is not logical (such as an open parenthesis without a close parenthesis), the
icon appears next to the formula.
Here are several examples:
EXAMPLE:
Find interactions in which the trader displayed an emotion level above 50.
EXAMPLE:
3. Select which side displayed emotion (either side, both the customer and the trader, the
customer only or the trader only).
EXAMPLE:
Find all interactions where the text campaign appears in the transcribed text.
EXAMPLE:
In your site, an event named Over 500 Shares was defined which states that whenever a trader
opens the Buy Shares Form, it records the segment and extracts to the database the value that was
entered in the Amount field.
You define the following filter criteria:
Find segments that were recorded when the event named Over 500 Shares occurred, if the event
took place more than 20 seconds after the segment began and the event value is over 800.
You can enter the first letters of a word to quickly jump to the appropriate term.
3. From the Available Events list box, select the events/groups that are filter criteria and click
.
The selected events/groups are moved to the Selected Events list box. The selected events
also appear in a grid at the bottom of the window.
If you select event groups, the query will find any event in the group that matches the filters.
4. Repeat Step 2-Step 3 to select events/groups from various branches in the tree.
5. To define additional filters on events, select one or more events below the Name column and
click (or double-click the event). The Item Additional Filters window appears.
To add another Data Extraction event type, click and enter text, a date or a range
in the dynamic field that appears directly below.
Select either the And or Or condition. This will determine how the query will filter
the event. One condition only can be selected.
NOTE: Multiple Data Extraction event types are selected per event.
6. To define customized query formulas, click . The Screen Events Formula window appears.
7. Enter your expression formula and click OK. See Screen Events Formula Guidelines
on page 146. If you are defining formulas for a group of events, the query will find any event
in the group that matches the formula.
This is the default query behavior. This means that the query will find interactions that contain
at least one of the selected events.
Click to define that AND is the relative expression between each event.
This means that the query will find interactions that contain all the selected events.
Build a customized formula:
a. Place the cursor in the formula (where you want to change the formula).
b. Delete a building block if needed.
c. Then, double-click on a building block (an event or one of the operators).
d. Repeat this several times to build your formula.
If the formula is not logical (such as an open parenthesis without a close parenthesis), the
icon appears next to the formula.
Here are several examples:
EXAMPLE:
Find requests whose status is Waiting for Approval and included a request for a hard copy.
2. To filter by the status of requests, in the Status field, select one option.
3. To filter by whether the playback requests included a request for a hard copy, in the Tape
Request field, select Yes or No.
4. To filter by specific request IDs, enter a value in the Request ID field.
5. To filter by request names, enter a value in the Request Name field.
TIP: The columns in the Free Expressions list correspond to interaction data fields.
See the Interaction Data Reference Guide for an itemized description of the
interaction data fields.
EXAMPLE:
You can define a query that searches for all interactions with a system score value below 50.
From the Field list box, select Rule Default System Score.
From the Operators options, select < (less than).
In the Value field, enter 50.
The following appears in the Current Expression area:
NOTE: In most cases, free expressions are built by advanced users only.
The database columns that appear in the Field list box differs per module.
In the Interactions module, the columns differ when defining a complete interactions query
and when defining a segments query.
2. Define an expression:
a. You can open parenthesis before the expression: From the Open Parenthesis field, select
parenthesis.
b. From the Field list, select a database column.
c. Select an Operator. The available operators change depending on the type of data that is
appropriate for the column, such as string or numeric data.
For string data, the Like and Not Like operators can be selected:
Like = The value in the database contains the value that you enter in the expression; such
as the database value TrainingDepartment contains the value Training. You can also use
wild cards, such as *training*.
Not Like = The value in the database does not contain the value entered in the expression.
d. Enter a value.
e. If you placed an open parenthesis before the expression, add a close parenthesis as well:
From the Close Parenthesis field, select a parenthesis.
The expression appears in the Current Expression field.
3. Click Add. The expression appears in the Whole Expression area.
4. To add another expression:
a. Click New Expression.
b. Select a Binding Operation (And or Or).
c. Define the expression as described in Step 2 on page 150.
NOTE: Wildcard search is limited to only searching one expression. If you added two
Whole Expressions each with a wildcard, the search results will only relate to the
wildcard in the first expression, and will ignore the wildcard in the second expression.
5. You can change the order of the expressions by selecting an expression and clicking Up or
Down.
Using Wildcards
You can enter wildcards in place of one or more characters. Follow these guidelines:
Use the asterisk * as a substitute for one or more characters. For example, enter 123* to find all
extensions that begin with 123 and have at least one character after the 3.
Use the question mark ? as a substitute for a single character in a name. For example, enter
5?5 to find all extensions that start and end with a 5 and have one character in the middle
(such as 515, 525, 535 and so on).
If you want the asterisk or question mark to appear in the text field as a regular character and
not as a wildcard, enter the backslash \ before the asterisk/question mark.
NOTE: Wildcard search is limited to only searching one expression. If you added two
Whole Expressions each with a wildcard, the search results will only relate to the
wildcard in the first expression, and will ignore the wildcard in the second expression.