Interaction Analyzer

The following sections describe enhancements to Interaction Analyzer.

Interaction Analyzer License Enforcement

As of Interaction Center 4.0 SU4, Interaction Analyzer licensing is fully enforced. Licensing is per user/workstation (similar to Interaction Recorder Access) and per language (server-based). 

IMPORTANT: After updating to Interaction Center 4.0 SU4, Interaction Analyzer does not work until you assign the licenses to users/workstations. This means that you must go through all users and manually assign the Interaction Analyzer Access license. Analyzer does not analyze calls for users who don’t have an assigned Interaction Analyzer Access license.

Interaction Analyzer - Improved Keyword Visibility

Interaction Analyzer users can now distinguish between a call that has no keyword spotting and a call that has keyword spotting but no spotted keywords.

These enhancements help with troubleshooting and auditing:

•  Supervisor queue views display a column to indicate whether keyword spotting is enabled on the customer channel, agent channel, or both channels.

•  The Interaction Recorder client distinguishes between channels that have a 0 score and channels that do not have keyword spotting.

•  When calculating queue statistics, StatServer distinguishes between channels that have a 0 score and channels with no keyword spotting. 

The enhancement adds a new recording search attribute, “Interaction Was Analyzed.”
The interface for the search attribute allows the user to specify whether or not to include analyzed recordings in the search.  Other controls in the interface allow the user to apply the new search attribute against the agent channel, the customer channel, or both channels in recordings.