An event occurs when Speech Analytics identifies a topic in an interaction. A topic is a collection of phrases that Speech Analytics looks for when analyzing interactions. For example, if the "can offer you a loan" phrase associated with the Loan Offer topic is identified, the start of the event is "can" and the end of the event is "loan".
Speech Analytics can also identify non-linguistic events. Non-linguistic events are sounds other than speech (for example, a dial tone, silence, music or noise, key press and so on).
An event (both linguistic and non-linguistic) is indicated by a numbered icon . Event icons and information about each event appear above the Media Player audio graph and in the Interaction transcript. For more information see Interaction Transcript and What is an interaction?. You can view details about each event by placing your mouse over the event icon. In addition, each event has a start time, end time, a name and a type.
With SpeechMiner UI you can:
Non-Linguistic Identification identifies the non-verbal parts of an interaction. For example, silence, busy signal, key presses and caller agitation (tone).
SpeechMiner UI is instructed to automatically identify the following non-linguistic events:
- Music - Indicates when music is being played during the interaction. Music generally indicates that the interaction was on hold.
- Cross Talk - Indicates when two or more people are talking at the same time.
- Silence - Indicates when there is nothing being said or played. SpeechMiner UI will automatically skip over these silences when the interaction is played back.
- DTMF - Key press on a touch-tone phone. 12 different keys can be identified using DTMF (Dual Tone Multi Frequency).
- Agent Busy - A busy signal.
- Agent Unknown - A dial tone.
- Ringback - A signal used in PSTN (Public Switched Telephone Networks - standard "land lines") to indicate that the line is being called or an incoming interaction is present.
- After call work - Indicates the section of the recording that takes place after the interaction has ended.
View an event in an interaction
Hover over the event in the Media Player or the transcript. The event details appear in a pop up window.
Search for an event in an interaction
- Select Explore > Search.
- Play back the interaction.
- Click the Transcript icon to view the interaction transcript.
- Type a word in the Search field above the Comments and Events list in the right side of the screen. The list is filtered according to what you typed in the field.