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Model

The Genesys Content Analyzer classification model is a resource that Classification Server uses to classify email messages and other text objects. A model is associated with a category structure; it contains a statistical representation of each category in the structure. To classify a new message, Classification Server compares it with the representation of each category. The server then returns a list of categories, each of which has a percentage rating of the confidence with which the message can be assigned to that category. Model files are created and refined by training, and they are stored in the Universal Contact Server (UCS) database.



Glossary

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Category

In eServices, an item in a system of categories and subcategories, called a category tree, that is created and edited by using eServices Manager (previously, Knowledge Manager). Besides denoting a concept, a category may be associated with one or more standard responses, and one or more screening rules. If an incoming e-mail is assigned to the category, the category’s standard responses can serve either as the content for an automated reply or as suggestions for agents to use in their replies. A terminal or leaf category is one that contains no subcategories. A nonterminal category is one that does contain subcategories.
See also Knowledge Management.



Glossary

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Standard Response Library

Also known as SRL. In eServices, a library of standard responses that agents can use in replies to inbound e-mails, or that strategies can use in acknowledgments and autoresponses. Each standard response is assigned to exactly one category in the system; however, a category may have zero or many standard responses assigned to it.
See also Genesys Content Analyzer.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Model

The Genesys Content Analyzer classification model is a resource that Classification Server uses to classify email messages and other text objects. A model is associated with a category structure; it contains a statistical representation of each category in the structure. To classify a new message, Classification Server compares it with the representation of each category. The server then returns a list of categories, each of which has a percentage rating of the confidence with which the message can be assigned to that category. Model files are created and refined by training, and they are stored in the Universal Contact Server (UCS) database.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Screening_Rule

In eServices, basic pattern-matching queries that are performed on the contents of text-based interactions.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Functions and Components

The figure below shows the overall functionality of eServices with any media type. This figure shows functions only, not components.
 

General Functioning of eServices

The three major functions shown in the figure are:

  • The media interface, which brings interactions into the system. It may interface with e-mail, chat, or other media.
    [+]Media Interfaces
  • A database, which stores the history of the interaction and associates it with related interactions to form a thread. It also stores contact information and other types of data used at different points in the processing of interactions.
    [+]Data Storage: Universal Contact Server
  • Workflow control, which determines where the interaction goes and what happens to it.
    [+]Workflow Control

For some media types (such as chat), the media interface also communicates directly with the agent desktop.

Retrieved from "https://docs.genesys.com/Documentation:ES:Depl:parts:8.5.1 (2019-06-26 02:51:24)"
This page was last modified on October 20, 2014, at 05:20.

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