Speech Application Service Server Role
The Speech Application Service Server role in the Data Center that builds the index of transcribed calls for use by various system applications and services, and processes requests for retrieving analytics data based on the indexed interactions. builds the index Repository of transcribed interactions, which are used for analysis in Speech Analytics. of transcribed calls for use by various system applications and services, and processes requests for retrieving analytics data based on the indexed interactions.
The Speech Application Service server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system. parameters define the system behavior of the Speech Application Service.
Project
|
Parameter |
Description |
|---|---|
|
Name |
Set the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Name. By default, the project name is empty. The Project Name must be unique across the enterprise. The project name can represent a line of business (LOB); for example: Sales
Note: the following characters cannot be used in the Project Name: "'/\\[]:;|=,+*?><" |
|
Description |
Set the Project description. |
Analytics Application Server Language
|
Parameter |
Description |
|---|---|
|
Language |
Set the language to transcribe. The same language must be configured for the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. Application Server and for all the Speech Analytics Transcription Servers that work with that Application Server. Default Value: English |
|
Vocabulary |
Set the vocabulary to transcribe. The same vocabulary must be configured for the Speech Analytics Application Server and for all the Speech Analytics Transcription Servers that work with that Application Server. Default Value: United States |
Index
|
Parameter |
Description |
|---|---|
|
Index Size |
Select the index size to increase the size of the index according to the required index size. Note that the hardware must support the required index size according to the Customer Furnished Equipment Guide. Default Value: Tier 1 (2 million calls or 200K audio hours) Optional Values: Tier 2 (12 million interactions or 1.2M audio hours) Tier 3 (20 milion interactions or 2M audio hours) Tier 4 (40 million interactions or 4M audio hours) Note: Ensure that the tier option you select matches the server specifications. For example, if you select Tier 1, Tier 2, Tier 3, or Tier 4 for this parameter, but the server specifications do not match, the Speech Application does not start. |
|
Full Index Build Time |
Set the hour at which the Full index is to be generated on a daily basis. The Full Index should be generated during off peak hours, at least one hour after creating the Speech Ontology Training. Default Value: 12:00:00 AM |
|
Incremental Indexing Interval (minutes) |
Set the interval at which the Incremental Index is built. Note: the Incremental Index includes the deltas for the Full index. Default Value:60 |
|
Retention Policy |
Select the purge policy method for projects stored in the Speech Products Database Database in the Data Center that stores transcribed interactions., so that unused transcripts can be purged. Purging unused transcripts maintains storage requirements based on actual Speech project retention: By Project: Transcribed interactions are purged based on the defined retention setting for an associated project. All transcripts with start times older than the retention setting for that project should be marked for purging. Transcripts which are not associated with a project, such as transcripts for Automated Quality Monitoring purposes only, are retained for 60 days. By Platform: Transcribed interactions are purged only when the associated recordings are purged from the WFO platform Predefined logical group of server roles installed together on a physical server.. This ensures that transcript information is available for WFO application users when they replay calls, regardless of the usage of the transcript within Speech Analytics projects. Default Value: By Project |
|
Retention Period (days) |
Set the number of days contacts should be kept in the Index. Important: The Retention Period can be a minimum of 7 days and a maximum of 999 days. Note: if the amount of contacts collected during the Retention Period is more than the amount supported by the maximum index size, the system will purge contacts earlier than the specified Retention Period. Default Value: 100 |
Reports
|
Parameter |
Description |
|---|---|
|
Retention Period (days) |
Set the value for the number of days reports should be kept in the system. Default Value: 30 |
Advanced
|
Parameter |
Description |
|---|---|
|
NEAR Word Proximity Adjustment |
Select NEAR Word Proximity Adjustment to affects the NEAR search result rank. The closer the words are to one another the higher the rank. Default Value: Clear |
|
NEAR Word Proximity Threshold |
Set the maximum number of words that can separate the NEAR search terms. Default Value: 3 Options: Any number between 0 and 15 |
|
Global Date Filter (days) |
Select the Global Date Filter to define the default filter in days that will apply to all queries applied to the Speech Application. Default Value: 180 |
|
Minimum Characters to Activate Auto-Complete |
Select the minimum characters required to activate the auto-complete feature. Default Value: 3 (characters) |
Time of Day
|
Parameter |
Description |
|---|---|
|
Morning From (HH:MM) To (HH:MM) |
Set the Morning range for the Time of Day chart. Default Value: 06:00 - 10:00 |
|
Mid Day From (HH:MM) To (HH:MM) |
Set the Mid Day range for the Time of Day chart. Default Value: 10:00 - 14:00 |
|
Afternoon From (HH:MM) To (HH:MM) |
Set the Afternoon range for the Time of Day chart. Default Value: 14:00 - 18:00 |
|
Evening From (HH:MM) To (HH:MM) |
Set the Evening range for the Time of Day chart. Default Value: 18:00 - 22:00 |
|
Night From (HH:MM) To (HH:MM) |
Set the Night range for the Time of Day chart. Default Value: 22:00 - 06:00 |
Duration
|
Parameter |
Description |
|---|---|
|
Very Short From (MM:SS) To (MM:SS) |
Set the Very Short range for the Duration chart. Default Value: 00:00 - 00:35 |
|
Short From (MM:SS) To (MM:SS) |
Set the Short range for the Duration chart. Default Value: 00:35 - 01:55 |
|
Average Length From (MM:SS) To (MM:SS) |
Set the Average Length range for the Duration chart. Default Value: 01:55 - 03:00 |
|
Long From (MM:SS) To (MM:SS) |
Set the Long range for the Duration chart. Default Value: 03:00 - 05:00 |
|
Very Long From (MM:SS) To (MM:SS) |
Set the Very Long range for the Duration chart. Default Value: 05:00 - 90:00 |
Wrap Up Time
|
Parameter |
Description |
|---|---|
|
Very Short From (MM:SS) To (MM:SS) |
Set the Very Short range for the Wrap Up Time chart. Default Value: 00:00 - 00:35 |
|
Short From (MM:SS) To (MM:SS) |
Set the Short range for the Wrap Up Time chart. Default Value: 00:35 - 01:55 |
|
Average Length From (MM:SS) To (MM:SS) |
Set the Average Length range for the Wrap Up Time chart. Default Value: 01:55 - 03:00 |
|
Long From (MM:SS) To (MM:SS) |
Set the Long range for the Wrap Up Time chart. Default Value: 03:00 - 05:00 |
|
Very Long From (MM:SS) To (MM:SS) |
Set the Very Long range for the Wrap Up Time chart. Default Value: 05:00 - 90:00 |
Total Hold Time
|
Parameter |
Description |
|---|---|
|
Very Short From (MM:SS) To (MM:SS) |
Set the Very Short range for the Total Hold Time chart. Default Value: 00:00 - 00:35 |
|
Short From (MM:SS) To (MM:SS) |
Set the Short range for the Total Hold Time chart. Default Value: 00:35 - 01:55 |
|
Average Length From (MM:SS) To (MM:SS) |
Set the Average Length range for the Total Hold Time chart. Default Value: 01:55 - 03:00 |
|
Long From (MM:SS) To (MM:SS) |
Set the Long range for the Total Hold Time chart. Default Value: 03:00 - 05:00 |
|
Very Long From (MM:SS) To (MM:SS) |
Set the Very Long range for the Total Hold Time chart. Default Value: 05:00 - 90:00 |
Agent Talk Time Percentage
|
Parameter |
Description |
|---|---|
|
Very Low From (%) To (%) |
Set the Very Low percentage range in the Agent Talk Time chart. Default Value: 00:00 - 20:00 |
|
Low From (%) To (%) |
Set the Low percentage range in the Agent Talk Time chart. Default Value: 20:00 - 40:00 |
|
Average From (%) To (%) |
Set the Average percentage range in the Agent Talk Time chart. Default Value: 40:00 - 60:00 |
|
High From (%) To (%) |
Set the High percentage range in the Agent Talk Time chart. Default Value: 60:00 - 80:00 |
|
Very Long From (%) To (%) |
Set the Very High percentage range in the Agent Talk Time chart. Default Value: 80:00 - 100:00 |
Customer Talk Time Percentage
|
Parameter |
Description |
|---|---|
|
Very Low From (%) To (%) |
Set the Very Low percentage range in the Customer Talk Time chart. Default Value: 00:00 - 20:00 |
|
Low From (%) To (%) |
Set the Low percentage range in the Customer Talk Time chart. Default Value: 20:00 - 40:00 |
|
Average From (%) To (%) |
Set the Average percentage range in the Customer Talk Time chart. Default Value: 40:00 - 60:00 |
|
High From (%) To (%) |
Set the High percentage range in the Customer Talk Time chart. Default Value: 60:00 - 80:00 |
|
Very Long From (%) To (%) |
Set the Very High percentage range in the Customer Talk Time chart. Default Value: 80:00 - 100:00 |
Silence Time Percentage
|
Parameter |
Description |
|---|---|
|
Very Low From (%) To (%) |
Set the Very Low percentage range in the Silence Time chart. Default Value: 00:00 - 20:00 |
|
Low From (%) To (%) |
Set the Low percentage range in the Silence Time chart. Default Value: 20:00 - 40:00 |
|
Average From (%) To (%) |
Set the Average percentage range in the Silence Time chart. Default Value: 40:00 - 60:00 |
|
High From (%) To (%) |
Set the High percentage range in the Silence Time chart. Default Value: 60:00 - 80:00 |
|
Very Long From (%) To (%) |
Set the Very High percentage range in the Silence Time chart. Default Value:80:00 - 100:00 |
Talk Over Time Percentage
|
Parameter |
Description |
|---|---|
|
Very Low From (%) To (%) |
Set the Very Low percentage range in the Talk Over Time chart. Default Value: 00:00 - 20:00 |
|
Low From (%) To (%) |
Set the Low percentage range in the Talk Over Time chart. Default Value: 20:00 - 40:00 |
|
Average From (%) To (%) |
Set the Average percentage range in the Talk Over Time chart. Default Value: 40:00 - 60:00 |
|
High From (%) To (%) |
Set the High percentage range in the Talk Over Time chart. Default Value: 60:00 - 80:00 |
|
Very Long From (%) To (%) |
Set the Very High percentage range in the Talk Over Time chart. Default Value: 80:00 - 100:00 |
Speech Application Service Server Role’s Associations