Troubleshoot Interaction Analyzer

The following information provides guidance for specific issues with Interaction Analyzer.

Interaction Analyzer diagnostic recordings

In some instances, Interaction Analyzer does not identify keywords. You can enable diagnostic recordings to help determine the accuracy problem as regular recordings mix both sides of the conversation, which can make it difficult to discern each channel.

Diagnostic recordings, unlike typical recordings, are split into two channels–one for the agent and one for the customer–if Interaction Analyzer is identifying keywords on both channels. Located on Interaction Media Server as .sasf files in audio/PCMU format, diagnostic recordings allow you to review a channel of the conversation to determine when keywords are said and what could be causing the lack of identification, such as specific pronunciations.

The diagnostic recordings are in the following location on Interaction Media Server:

\tracelogs
  \<date>
   \Diagnostics
     \<LastTwoDigitsOfCallID>
      \<CallID>_<16RandomHexCharacters>_ca.sasf

If, during a diagnostic recording, an agent places the call on hold or transfers it, the current diagnostic recording ends and Interaction Analyzer starts a new diagnostic recording. If the storage device for diagnostic recordings has less than 15% free space, Interaction Analyzer suspends creation of diagnostic recordings.

To enable diagnostic recordings, select the Keyword Spotting Diagnostic Recording check box in the Server Configuration dialog box in Interaction Administrator.

Failure to identify any keywords

If Interaction Analyzer does not identify any keywords in interactions, consider the following actions:

• Ensure that network port 8098 is open on all Interaction Media Servers, the CIC server, and any involved network nodes. These systems use port 8098 to deliver files that are necessary components of Interaction Analyzer. If port 8098 is blocked on any system, remove the port restriction and restart the affected Interaction Media Servers. The restart allows Interaction Media Server to retrieve Interaction Analyzer files from the CIC server.

• Ensure that the following files are present on the CIC server:

  • <drive>:I3ICResourcesi3caacoustic_model.i3serialize

  • <drive>:\I3\IC\Resources\i3ca\lexicon.i3serialize

  If these files are not present, contact PureConnect Customer Care.

• Ensure that the language specified in the keyword set matches the EIC_LANGUAGE attribute for a call. If the language of a keyword set differs from the language call attribute, Interaction Analyzer does not identify any keywords. You can set the EIC_LANGUAGE call attribute through multiple methods. For more information about languages, see Language Support for Interaction Analyzer Keyword Spotting.

• If you are attempting to spot keywords in a language other than en-US, ensure that you completed all the procedures in Language Support for Interaction Analyzer Keyword Spotting.

• Ensure that the location where interactions are not analyzed is not prohibited from keyword spotting. For more information about location-based keyword spotting, see Keyword Spotting for Specific Locations.

• Ensure that the number of keywords in the keyword sets that you assigned to the Interaction Recorder policy are less than 50. Interaction Analyzer does not analyze interactions where the number of keywords assigned to an Interaction Recorder policy exceeds 50. If you added keywords to a keyword set that you assigned to an Interaction Recorder policy previously, those added keywords could surpass the keyword limit. For more information, see Keyword Limits.

Failure to identify a specific keyword

If Interaction Analyzer cannot identify a specific keyword, consider the following items:

• There are words in the medical and scientific fields that are based on Latin and Greek, but have had the associated pronunciations transformed over centuries of use, such as peritonitis. For these words, if Interaction Analyzer has difficulty identifying the keyword based on the correct spelling, Genesys recommends that you specify user-defined pronunciations to ensure proper identification of those unique keywords. For more information, see Modify Advanced Keyword Definition Settings.

• Language dialects could use pronunciations that do not match the Interaction Analyzer language models. For these keywords, provide alternate spellings or user-defined pronunciations to ensure a more accurate representation of how callers pronounce the keyword. For more information about alternate spellings and user-defined pronunciations, see Modify Advanced Keyword Definition Settings.

• Ensure that the Confidence threshold setting for the keyword is not set too high. The default setting is 50%. If you change the setting to 100%, Interaction Analyzer identifies the keyword only when the speech pattern is an exact match of the language model. Reduce the Confidence threshold setting until Interaction Analyzer consistently identifies the keyword. For more information, see Set the Confidence Threshold for a Keyword.

Incorrect keyword identification

If Interaction Analyzer is identifying other words incorrectly as a keyword, known as a false positive, consider the following actions:

• Ensure that the Confidence threshold setting for the keyword is not set too low. The default setting is 50%. A low setting causes Interaction Analyzer to be more lenient in matching phonemes to the language model. For more information, see Set the Confidence Threshold for a Keyword.

  Note:

  Interaction Analyzer 2016 R2 and later includes a change that lowers the rejection rate of false positives before Interaction Analyzer evaluates confidence threshold scores defined in the keyword sets. Because of this change, upgrading to Interaction Analyzer version 2016 R2 or later may require you to raise the existing confidence threshold scores for some keywords.

• Ensure that the keyword is not used within other words. For example, if the keyword is nation, Interaction Analyzer recognizes that keyword when it is used within other words, such as stagnation, consternation, and, possibly, information. Redefine the keyword and provide more words that specify the context you seek, such as my nation or nation building. Providing more context increases the spotability of the keyword. For more information about spotability, see "Interaction Analyzer keyword spotability" in Introduction to Interaction Analyzer Keyword Spotting.

Inconsistent keyword identification

If Interaction Analyzer recognizes some instances of a keyword, but not other instances, consider the following actions:

• Reduce the Confidence threshold setting for the keyword. Slight variations in pronunciation of the keyword, such as dialects and low enunciation volume, could be causing Interaction Analyzer to disqualify a word. Reducing the Confidence threshold setting causes Interaction Analyzer to use less scrutiny when matching phonemes. For more information, see Set the Confidence Threshold for a Keyword.

• Ensure that the keyword definition accounts for multiple pronunciations. Some words in the English language have multiple pronunciations, even within a country or specific region of that country. The following table provides some examples in English:

  Word	Usage	Phonemes
  read	I will read this book next week.	r iy d
  	I read this book last week.	r eh d
  dove	I dove into the water.	d ow v
  	A white dove is a symbol of peace.	d ah v
  present	This is your birthday present.	p r eh z ah n t
  	I present this award to you.	p r iy z eh n t
  close	Stand close to me.	k l ow s
  	Please close the door.	k l ow z
  number	The anesthetic is making my hand number.	n ah m er
  	What is your telephone number?	n ah m b er
  wind	Sails catch the power of the wind.	w ih n d
  	Wind that wire around the pole.	w ay n d
  Caribbean	CaribBEan	k eh r ih b iy ah n
  	CaRIBbean	k er ih b iy ah n

  If the keyword can be pronounced in multiple ways, define the phonemes for the alternate pronunciations in a user-defined pronunciation for the keyword. For more information about user-defined pronunciations and phonemes, see "Interaction Analyzer anti-spellings" in Interaction Analyzer Keyword Entry and Modify Advanced Keyword Definition Settings.