Interaction Analyzer Keyword Limits on an ACD workgroup

The purpose of this feature is to prevent customers from adding too many keywords for too many workgroups on too few Interaction Media Servers. It enforces a keyword count limit for the Interaction Analyzer keyword sets that are assigned to each workgroup.

Each keyword set has an associated keyword count. For this feature, the keyword count is defined as the number of user-defined words, pronunciations, anti-words, and anti-pronunciations. Assigning a keyword set to a channel in a workgroup counts toward the keyword limit of the workgroup. Assigning the same keyword set to the other channel of the workgroup again counts against the keyword limit of the workgroup.

The speech analytics engine does not offer efficiencies for one keyword set across two channels. Instead, it considers them to be two separate processes.

Keyword sets can have keywords in multiple languages. Because Interaction Media Server only spots keywords in one language at a time, each language is counted separately.