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    CallExper Speech Analytics (SA) Configuration
    • 15 Nov 2022
    • 5 Minutes to read
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    CallExper Speech Analytics (SA) Configuration

    • Updated on 15 Nov 2022
    • 5 Minutes to read
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    Article summary

    Speech Analytics (SA) is the process of extracting meaning from audio recordings and analyzing these recordings for relevant and meaningful data. Software for speech analytics converts spoken word data into text for analysis.

    Tegsoft provides with the opportunity to integrate speech analytics intelligence using various providers. One of these providers is CallExper.

    CallExper provides speech analytics solutions developed using artificial intelligence technology to improve the performance of customer relations. It instantly converts all voice conversations with the customer into content for classification and analysis. This speech analytics solution provides customers with the data for optimum customer experience with advanced reporting options.

    CallExper technology is presented in the diagram below.

    CallExper

    This article describes how to configure Speech Analytics provided by CallExper in Tegsoft.

    Please follow the steps below to complete the configuration in Tegsoft.

    1. Activate Speech Analytics License

    As the first step of the integration, the Speech Analytics Licenses (LICENSAGW) of the users need to be activated in Tegsoft. 

    Speech Analytics license is user-based and should be activated individually for all users whose speech is going to be analyzed.

    Step 1 - Go to Settings.
    Step 2 - Go to User Management.
    Step 3 - Select User.
    Step 4 - Activate Speech Analytics License (LICENSAGW).

    2. Define Speech Analytics Parameters

    As the second step of configuration, Speech Analytics parameters need to be defined in Tegsoft software in accordance with the CallExper.

    Graphical user interface, application Description automatically generated

    Step 1 - Go to Management.
    Step 2 - Go to Contact Center Settings.
    Step 3 - Click Speech Analytics tab.
    Step 4 - Click Add (+) button.
    Step 5 - Set the parameters.
    Step 6 - Click Save button.

    The parameters in Step 5 are described in the table below.

    Parameters
    		Descriptions

    Type

    Select the CALLEXPER_SA as the type.

    Parameter 2

    Enter the customized URL with the IP Address and Port provided by CallExper.

    URL format: http://IP_ADDRESS:PORT/Call

    Speed

    Keep the default value as the 10.

    Note

    		The value entered here is going to display as the Speech analytics provider parameter in the Speech Analytics Rules. Therefore, write a meaningful and descriptive word as the note.


    3. Check CallExper IP and Port

    Use Telnet to check connection for IP Address and Port obtained from CallExper.

    Installation:

    ➤ TELNET is most likely installed by default on Tegsoft images. If it is not, you can install using the command below:

    yum -y install telnet


    Usage:

    ➤ Enter the command below:

    telnet <DESTINATION HOST OR IP> <PORT>

    Example: telnet google.com 443


    Outputs Examples:

    ➤ If TELNET successfully connects, a message displays similar to the following:

    [root@server ~]# telnet google.com 443
Trying 142.250.185.142...
Connected to google.com.

    ➤ If TELNET fails to connect, a message displays similar to the following:

    [root@server ~]# telnet google.com 10043
Trying 142.250.186.110...
telnet: connect to address 142.250.186.110: Connection timed out


    4. Define Speech Analytics Rules

    After defining Speech Analysis parameters, Speech Analytics Rules need to be defined in Tegsoft in accordance with Speech Analytics parameters.

    The defined speech analytics rules are going to only be valid for the agents whose licenses have been activated. 
    For example, in case a skill is selected as the rule, if there are 20 agents assigned to this skill and 10 of them have licenses, the speech analytics rules only cover those 10 agents.

    Graphical user interface, application Description automatically generated

    Step 1 - Go to Management.
    Step 2 - Go to Contact Center Settings.
    Step 3 - Click Speech Analytics tab.
    Step 4 - Click Speech Analytics Rules tab.
    Step 5 - Click Add (+) button.
    Step 6 - Set the parameters.
    Step 7 - Click Save button.

    The parameters in Step 6 are described in the table below.

    Parameters

    Descriptions

    Condition Name

    Enter a condition name.

    Speech Recognition Provider

    Select the value entered in the note parameter of the speech analytics tab from the list.

    Campaign ID

    Select the campaign for which the rule is going to apply.
    (Covers only agents with active licenses who is assigned to the selected campaign.)

    Call Profile

    Select the call profile for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected call profile.)

    Skill

    Select the skill for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected skill.)

    Skill State

    Select the skill state for which the ruleis going to apply.
    (Covers only agents with active licenses in theselected skill state.)

    Agent

    Select the agent for which the ruleis going to apply.
    (Covers only agent with an active license.)

    Disable

    If the rule is to be inactive, this box is checked.

    Caller

    Enter the caller phone number for which the ruleis going to apply.
    (Covers only agents with an active license who receives the call from the entered number.)

    Destination

    Enter the called phone number for which the ruleis going to apply.
    (Covers only agents with an active license who make the call to the entered number.)

    Contact Condition

    Select the contact condition as known or unknown contact for which the ruleis going to apply.
    (Covers only agents with active licenses in theselected contact condition.)

    Date

    Enter the date range for which the ruleis going to apply.
    (Covers only agents with active licenses who makes or receives calls within the specified dates.)

    Hour

    Enter the hour range for which the ruleis going to apply.
    (Covers only agents with active licenses who makes or receives calls within the specified hours.)

    Duration

    Enter the duration for which the ruleis going to apply.

    Time Condition

    Select the time condition as in period or out of period for which the ruleis going to apply.
    (Covers only agents with active licenses who makes or receives calls within the specified time condition.)

    Incoming Trunk

    Select the incoming trunk for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected incoming trunk.)

    Outbound Trunk

    Select the outbound trunk for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected outbound trunk.)

    Incoming Route

    Select the incoming route for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected incoming route.)

    Outbound Route

    Select the outbound route for which the ruleis going to apply.
    (Covers only agents with active licenses who is assigned to the selected outbound route.)

    Notes

    Enter the notes related to the rule.


    Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

    Copyright © 2022, Tegsoft. All rights reserved.

    "Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.

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