Speech Analytics (SA) is a technology used to identfy data from audio recordings and analyze this data. Tegsoft provides the opportunity to integrate SA using various providers. This article explains how the SESTEK and Tegsoft integration is carried out.
1.Go to Settings > User Management. Select User. Activate Speech Analytic License (LICENSAGW).
2.Go to Management > Contact Center Settings. Click the Speech Analytics. Add the parameters.
3. Set the parameters. Click Save Button.
Parameters describes are in below table:
| Parameters | Descriptions |
|---|---|
Type | Select the SESTEK_SA |
Parameter | paremeter2:URL Base: serviceURL |
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. |
4. In the same section, define the speech analytic rules
After defining Speech Analytics parameters, Speech Analytics Rules need to be defined in accordance with Speech Analytics parameters.
The parameters are described in the table below:
| Parameters | Parameters |
|---|---|
| Condition Name | Condition Name |
| Speech Recognition Provider | Speech Recognition Provider |
| 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 rule is going to apply. (Covers only agents with active licenses who is assigned to the selected call profile.) |
| Skill | Select the skill for which the rule is 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 rule is going to apply. (Covers only agents with active licenses in the selected skill state.) |
| Agent | Select the agent for which the rule is 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 rule is 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 rule is 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 rule is going to apply. (Covers only agents with active licenses in the selected contact condition.) |
| Date | Enter the date range for which the rule is 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 rule is 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 rule is going to apply. |
| Time Condition | Select the time condition as in period or out of period for which the rule is 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 rule is 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 rule is 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 rule is 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 rule is 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. |
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