Initiation Criteria Descriptions

Criterion

Description

<attribute> contains the value <value>

Attribute  

Configure the attribute variable to select which interactions are recorded. In the Edit Attribute pop-up window, use the drop-down list to select a custom attribute to configure for this criterion.  

Value

In the Edit Value pop-up window, enter a value for the attribute selected for this criterion. 

To add additional attributes and values for this criterion, click [Add]. To remove an attribute and value for this criterion, click [Remove].

the following attributes are not set <Attribs>

Attribs

Configure the Attribs variable to select which interactions are recorded when a custom attribute is not set. In the Attributes Editor pop-up window, use the Enter an attribute drop-down list to select a custom attribute, and then click Add. The attribute is added to the attribute list. To remove an attribute from the list, select the attribute in the list and click Remove.

interactions between 12:00 AM and 12:00 AM

Configure the time variables to set the start and stop times for the recording of interactions.

12:00 AM

In the Time Editor pop-up window, in the Time box, use the up and down arrows to set the hours and minutes to start recording.

12:00 AM

In the Time Editor pop-up window, in the Time box, use the up and down arrows to set the hours and minutes to stop recording.

matches 0 days(s) in the week

Configure the days variable to select which days of the week interactions are recorded. In the Select days of week pop-up window, select the check boxes next to the days of the week to record interactions.

max number of recordings is less than <count> per Hour per system

Use this criterion to restrict the number of interactions recorded during a period of time by system or agent.

count

In the Edit Count pop-up window, type a number for the maximum number of interactions to be recorded for this policy.

Hour

In the Select Period pop-up window, in the Select the period box, choose the time period to record interactions for the count specified in this criterion. The available time periods are: Hour, Day, Week, Month, or Year.

system

Use the system toggle variable to switch between recording interactions by system or agent.

randomly select 100% of interactions per hour per system, limiting to 1 interactons

Use this criterion to randomly select a number of interactions to record during a period of time by system or agent.

100%

In the Edit Percent pop-up window, type a number for the percent of random interactions to be recorded for this policy.

hour

In the Select Period pop-up window, in the Select the period box, choose the time period to record interactions for the percent specified in this criterion. The available time periods are: Hour, Day, Week, Month, or Year.

system

Use the system toggle variable to switch between recording interactions by system or agent.

1 (edit max)

In the Edit Max pop-up window, type a number for the total number of expected interactions for the time period set for this criterion.

matches 0 hour(s) in a day

Use this criterion to configure the exact hours to record interactions in a day.

In the Select hours pop-up window, select the specific hours in a day to record interactions.

call origin matches regionalization locations: <locations>

Configure the locations variable to select which locations are recorded. In the Locations dialog, in the Available Locations box, select the locations, and click Add. The locations are displayed in the Selected Locations box.

social media
type <any>
platform <any>
channel name <any>
page <any>

Select the value for Social Media: type, platform, channel name, or page.

For social media type, the values are: Any, Conversation, or Direct Message.

For Social Media platform, the values are: Any, Facebook, or Twitter.  

For social media channel name, specify the social media channel configuration value or leave the field empty for any channel configuration.  

For social media  page, specify the social media page configuration value or leave the field empty for any page configuration.  
Note: The social media page value is only available for Facebook, and it is limited to the standard 75 characters.
If Twitter platform is selected, the page value is Not Available

For more information, see the Social Media Technical Reference in the PureConnect Documentation Library.

(no restrictions)

This is the default setting for Step 3. If no restrictions for recording interactions are required, and you have not selected any check boxes, no restrictions is displayed under the descriptor for this step.

Action

Description

record agent side only

When this action is selected, only the agent's side of the interaction is recorded.

record remote side only

When this action is selected, only the remote side of the interaction is recorded.

record the interaction

This action records both sides of the interaction.

record the agent's screen with the Default lag time

When this action is selected, the agent's screen is recorded.

The default lag time is set in Interaction Recorder Screen Recording in Interaction Administrator. Use this action to set a lag time by recording.

To set a lag time, click Default. On the Edit Lag Time dialog, clear the Use Default check box. Enter a Lag time value in the Lag time is field.

record the chat transcript

Select this action to create a chat transcript recording.

To create a chat transcript recording:
- First add a Web Services parameter in Interaction Administrator
- Next, add a New Initiation Policy to record chat interactions

For more information on adding the Web Transcripts parameter, see the Interaction Web Tools Technical Reference section "Enable Chat Transcripts."

encrypt the recording

When this action is selected the recording is encrypted.

If a call is being recorded using Proactive Recording with no encryption, the call cannot be encrypted using an Initiation Policy. When an Initiation Policy tries to encrypt a Proactive Recording, a warning is registered in the system event log. See the following note for details.

Note

When Use Proactive Recording is selected in Interaction Administrator Line Configuration, the Encrypt Recordings setting overrides the Interaction Recorder Policy Editor Initiation Policy action, Encrypt the Recording.

For example, if an Interaction Recorder Initiation Policy is not configured to Encrypt the Recording and the Interaction Administrator Line Configuration is set to Use Proactive Recording and Encrypt Recordings is selected, the line configuration setting overrides the Interaction Recorder Initiation Policy setting and the recording is encrypted.

Conversely, if an Interaction Recorder Initiation Policy is configured to Encrypt the Recording and the Interaction Administrator Line Configuration is set to Use Proactive Recording but Encrypt Recordings is not selected, the line configuration setting overrides the Interaction Recorder Initiation Policy setting and the recording is not encrypted.

A conflicting record call request logs a Configuration Error warning message in the Application log.

send emails to <email list>

This action sends a notification to an e-mail list that an interaction was recorded.

On the Edit EMail List pop-up window, click To or CC to create an e-mail distribution list for this action. Click Reply to specify an e-mail address to reply to.

Note  If the Initiation Policy is set to send an e-mail, but no recording is made for the interaction, an e-mail is sent with a recording ID of "No Recording Produced."

listen for keywords spoken by agent: <none>

During a call, this action listens for keywords that are spoken by an agent. Configure this action to specify which keyword sets to use for the policy.

When you click the variable none, the Agent Analyzer Keyword Sets dialog is displayed. From the list of Available Keyword Sets, add keyword sets to the Selected Keyword Sets list for this action. The Agent Analyzer Keyword Sets for this action are only selecting keyword sets for the Agent. 

Information about cumulative Keyword sets, keyword sets that include both Agent and Customer keywords, are displayed in the bottom pane of the dialog. This information includes: Language, Agent Keywords, Customer Keywords, Total Keyword Count, and Exceeds Keyword Count Limit. The Total keyword counts for a policy is limited to 50 keywords. The total keyword count for a Language is the combination of the keyword counts from all of the Keyword Sets selected in this Agent action plus the keyword counts from the Customer action, if included in the policy.

For information on creating Keyword Sets, see the Interaction Analyzer Technical Reference in the Documentation Library.

Important Notes

• Initiation policies that include Analyzer Keyword Sets are combined when a call is received. For example, if Policy A has a keyword set Polite Phrases for the Agent and Policy B has a keyword set Rude Phrases for the Agent and both polices apply to a call, Agents on that call will be spotted with the keyword sets Polite Phrases and Rude Phrases. If the combination of Keyword Sets from multiple Initiation policies causes the keyword count to exceed the configured maximum keywords per language, an error is logged and no keyword spotting occurs. The default Analyzer Maximum Keyword Count server parameter default value is 50. The value for this server parameter can be changed in Interaction Administrator.

• If a keyword count configuration on a call exceeds the maximum allowed, an error is logged in one or two places: an error is logged in the recorder server trace logs for every call whose configuration exceeds the maximum keyword count, and a Windows Event Log error is logged once an hour. For example, if during the course of 8 hours there were 100 calls per hour that had configurations that exceeded the maximum keyword count, then at the end of those 8 hours there would be 800 errors in the recorder server trace logs and 8 errors logged in the Windows Event Log.

• When a policy turns keyword spotting on for a call, it remains on for the duration of the recording, even if a call is transferred. Policies can be configured to turn off keyword spotting by using the default keyword set selection <none>. If the Policy action value is set to <none> for either the Agent or the Customer and no other policy that applies to the call contains Keyword Sets for the Agent or Customer, then the <none> selection forces keyword spotting off, and no keywords are added to the combined Initiation Policies. To turn keyword spotting off when a call is transferred to a specific agent, station, role, or workgroup, set the Policy action to <none>.

• Intercom call keyword spotting behaves differently than keyword spotting for inbound and outbound calls. Intercom calls consist of two internal users: the user initiating the call and the user receiving the call. CIC does not support applying both users’ keyword spotting policies for intercom calls. For intercom calls, CIC applies the receiving user’s keyword spotting policies. As a result, only the keyword sets that were configured by the receiving user’s policy actions listen for keywords spoken by agent and listen for keywords spoken by customer are used to listen for keywords spoken during intercom calls. When the receiving user’s keyword spotting actions are applied, the receiving user is spotted for agent keywords, and the initiating user is spotted for customer keywords.   

• For details on identifying recordings for evaluation based on Spotted Keywords and Phrases, see "Appendix F: Identify Recordings by Spotted Keywords and Phrases for Evaluation" in the Interaction Recorder Technical Reference in the PureConnect Documentation Library.  

listen for keywords spoken by customer: <none>

During a call, this action listens for keywords that are spoken by a customer. Configure this action to specify which keyword sets to use for the policy.

When you click the variable none, the Agent Analyzer Keyword Sets dialog is displayed. From the list of Available Keyword Sets, add keyword sets to the Selected Keyword Sets list for this action. The Customer Analyzer Keyword Sets for this action are only selecting keyword sets for the Customer. 

Information about cumulative Keyword sets, keyword sets that include both Agent and Customer keywords, are displayed in the bottom pane of the dialog. This information includes: Language, Agent Keywords, Customer Keywords, Total Keyword Count, and Exceeds Keyword Count Limit. The Total keyword counts for a policy is limited to 50 keywords. The total keyword count for a Language is the combination of the keyword counts from all of the Keyword Sets selected in this Customer action plus the keyword counts from the Agent action, if included in the policy.

For information on creating Keyword Sets, see the Interaction Analyzer Technical Reference in the PureConnect Documentation Library.

Important Notes 

• Initiation policies that include Analyzer Keyword Sets are combined when a call is received. For example, if Policy A has a keyword set Polite Phrases for the Agent and Policy B has a keyword set Rude Phrases for the Agent and both polices apply to a call, Agents on that call will be spotted with the keyword sets Polite Phrases and Rude Phrases. If the combination of Keyword Sets from multiple Initiation policies causes the keyword count to exceed the configured maximum keywords per language, an error is logged and no keyword spotting occurs. The default Analyzer Maximum Keyword Count server parameter default value is 50. The value for this server parameter can be changed in Interaction Administrator.

• If a keyword count configuration on a call exceeds the maximum allowed, an error is logged in one or two places: an error is logged in the recorder server trace logs for every call whose configuration exceeds the maximum keyword count, and a Windows Event Log error is logged once an hour. For example, if during the course of 8 hours there were 100 calls per hour that had configurations that exceeded the maximum keyword count, then at the end of those 8 hours there would be 800 errors in the recorder server trace logs and 8 errors logged in the Windows Event Log.

• When a policy turns keyword spotting on for a call, it remains on for the duration of the recording, even if a call is transferred. Policies can be configured to turn off keyword spotting by using the default keyword set selection <none>. If the Policy action value is set to <none> for either the Agent or the Customer and no other policy that applies to the call contains Keyword Sets for the Agent or Customer, then the <none> selection forces keyword spotting off, and no keywords are added to the combined Initiation Policies. To turn keyword spotting off when a call is transferred to a specific agent, station, role, or workgroup, set the Policy action to <none>.

• Intercom call keyword spotting behaves differently than keyword spotting for inbound and outbound calls. Intercom calls consist of two internal users: the user initiating the call and the user receiving the call. CIC does not support applying both users’ keyword spotting policies for intercom calls. For intercom calls, CIC applies the receiving user’s keyword spotting policies. As a result, only the keyword sets that were configured by the receiving user’s policy actions listen for keywords spoken by agent and listen for keywords spoken by customer are used to listen for keywords spoken during intercom calls. When the receiving user’s keyword spotting actions are applied, the receiving user is spotted for agent keywords, and the initiating user is spotted for customer keywords.   

• For details on identifying recordings for evaluation based on Spotted Keywords and Phrases, see "Appendix F: Identify Recordings by Spotted Keywords and Phrases for Evaluation" in the Interaction Recorder Technical Reference in the PureConnect Documentation Library.                                                                                            

assign questionnaire to <questionnaire list>

This action assigns an active questionnaire to the questionnaire list associated with a recording. In the Assign Questionnaire dialog, select the questionnaire from the questionnaire list.

To select this questionnaire for calibration, select the Mark for calibration check box.

To require the scored user's signature for the completed questionnaire, select the Require agent signoff check box.

Next, to assign the questionnaire to a scoring user, in the Select scoring user box, in the Search for entities field, begin typing the name of an entity: Agent, Workgroup, or Role. Entity names that match are displayed in a pop-up window. Note that the entity type icon is displayed next to the entity name. A Filter legend lists the entity types and their icons. To reduce the number of entities returned in the search results, clear the check boxes for the entities you do not want to include in the search. In the pop-up window, click the entity to apply this questionnaire to. The entity is displayed in the entity list box. Continue adding entities using the Search for entities field. These entities will be selected by round-robin. To remove an entity from the list, select an entity and click Remove.

set attribute <attribute> on the recording to <value>

Configure this action to set a custom attribute for a recording.

attribute

In the Edit Attribute pop-up window, type or select a name for the custom attribute.

value

In the Edit Value pop-up window, enter a value for the attribute selected for this action. 

store interaction attribute <attribute> to the recording

Configure this action to assign a custom attribute to the recording. In the Edit Attribute pop-up window, type or select a name for the custom attribute to be stored with the recording.

set tags to <Tags>

Use this action to create tags for an interaction recording. In the Tags Editor pop-up window, type or select a tag name and click Add. All the tags created in the Tags Editor list are displayed in the Policy description pane.

abandon recording

Select the abandon recording action to specify that certain users, workgroups, or roles should not be recorded. If an interaction matches multiple policies, and one of the policies has the abandon recording action, the interaction will not be recorded.

stop processing more policies

Add this action to a Policy to stop processing policies that follow it. The order of a policy is set in the Policy pane, using the up and down arrows.