The number from which the call was made.

The Automatic number identification (ANI) or Caller ID associated to the first recorded segment of a call. ANI is derived from CTI and is specific to the switch and call scenario.

The ANI does not always match the ANI of the initial call into the call center. ANI is derived from the first recorded segment of the call. For example, if a first recorded segment starts on a consult, then the ANI of the consultation call is considered the ANI value for the segment. Other examples where the ANI does not always match the ANI of the initial call into the call center are call park or automatic transfers.

Some CTI integrations (such as Cisco JTAPI), do not provide a specific ANI field. In these cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., calling/called party information is used as a best alternative.

Some CTI integrations provide pre-routed/translated ANI values or otherwise present manipulated ANI values. If it is all that is available, the manipulated ANI value is used.

Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI information and these integrations are used explicitly, with no additional logic applied.

The ANI value of each segment is stored separately within the segment, and ANI values are not overwritten with values from previous segments.

Options include:

• Realtime - Selects interactions where analysis was performed in real time.

• <CampaignName> - Selects interactions where analysis was based on a specific campaign.

Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. based on the analysis result. Options include:

• Found: person detected or verified on interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

• High Saturation: audio sample too distorted for detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. or verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. to occur.

• Low Net Speech: insufficient audio for detection or verification to occur.

• Low Signal to Noise: too much noise for detection or verification to occur.

• No Attributes: expected CTI attributes not present; unable to identify employee or customer.

• Not Found: person not detected or verified on interaction.

Interactions based on the numeric, analysis score.

• Any value in a range from 0 to 16.

• Higher scores indicate a higher degree of certainty that the detection or verification was successful.

Interactions based on the type of voice biometric analysis performed. Options include:

• Employee Verification: employee on interaction matched to a voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model that belongs to that employee

• Customer Verification: customer on interaction matched to a voiceprint model that belongs to that customer

• Watch list: person on interaction matched to a voiceprint model in a watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise.

Interactions based on the number of seconds of audio examined from the interaction to complete detection or verification analysis.

Interactions used to create voiceprint models. This option enables the archive of interactions in case you need to rebuild voiceprint models.

• True: interaction was used to create a voiceprint model for enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call.

• False: interaction was not used to create a voiceprint model for enrollment

The origin of the call: Inbound, Internal, or Outbound.

Calls where unmonitored devices participated can have Call Direction show up as inbound for an outbound call, or outbound for an inbound call.

The lower part of the unique INUM Internal name for a single recorded communication session between the customer and the contact center. This could include an audio recording, screen recording, or an email. assigned to the call (and, as such, is not useful as a campaign filter).

Conditional Custom Data fields (CCDs) can be used to tag the call with enumerated data from other sources. CCDs appear as possible campaign filters only if you have defined CCDs in your system.

The duration of the contact The entire communication experience for a customer, from beginning to end. in seconds.

The Contact Duration is calculated by subtracting the Contact Start Time from the Contact End Time. For example, if the start time is 13:21:00, and the end time is 13:22:10, the duration is 1 minute and 10 seconds (70 seconds).

Custom Data fields (CDs) can be used to tag the call with customized values produced by your integration. CDs appear as possible campaign filters only if you have defined CDs in your system.

The dialed number identification service (DNIS) associated to the first recorded segment of a call. DNIS identifies the number that the caller dialed, and is useful in call centers where calls can be directed to multiple numbers.

The DNIS does not always match the DNIS of the initial call into the call center. DNIS is derived from the first recorded segment of the call. For example, if a first recorded segment starts on a consult, then the DNIS of the consultation call is considered the DNIS value for the segment. Other examples where the DNIS does not always match the DNIS of the initial call into the call center are call park or automatic transfers.

Some CTI integrations (such as Cisco JTAPI), do not provide a specific DNIS field. In these cases calling/called party information is used as a best alternative.

Some CTI integrations provide pre-routed/translated DNIS values or otherwise present manipulated DNIS values. If it is all that is available, the manipulated DNIS value is used.

Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI/DNIS information and these integrations are used explicitly, with no additional logic applied.

The DNIS value of each segment is stored separately within the segment, and DNIS values are not overwritten with values from previous segments.

Indication if the recorded radio call is an emergency call.

The name of the Employee logged on at the time of the contact.

This yes/no field indicates whether the contact has or has not been marked as an exception by your integration.

The extension of the agent receiving the call.

The groups to which the employee associated with the call belongs.

The type of interaction that caused recording to occur. Options include:

• Desktop: Interaction triggered from an employee desktop (triggered by Desktop and Process Analytics (DPA) Product in the system that captures events and data from employee desktops and makes them actionable. or a third-party application)

• Phone: Telephone interactions between a customer and an employee or between two employees

• Trading Intercom: Interactions recorded on an intercom (for trading environments only)

• Trading Shout: Interactions recorded from brief shouts into a private wire connection lasting for days (for trading environments only)

• Trading Speaker: Interactions recorded from a turret-based speaker (for trading environments only)

• Web Chat: Interactions captured from online, text-based chat interfaces

• Instant Messaging: Interactions captured from private messaging applications (for example, Facebook Messenger, Instagram Direct Messaging, Google Business Messages, WhatsApp, and more).

• Social Media: Interactions captured from public social media applications (for example, Facebook posts, Instagram posts, Tweets, and more).

• Real Time Monitoring: Interactions captured from Live Monitoring sessions. The Live Monitor feature enables a supervisor to listen and view agent activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer., coaching, and compliance purposes.

The serial number of the Recorder.

You can enable Full Duplicate Recording by selecting Keep duplicate recording for a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs.. If this setting is enabled, by default both the primary and secondary copies of a recording are marked to the database and archived.

Use this attribute to specify whether only the primary copy is archived or only the secondary copy is archived. Archiving only one of the copies conserves space on the archive media.

True - Selects only the primary copy of the recording for archiving.

False - Selects only the secondary copy of the recording for archiving.

If Full Duplicate Recording is enabled and this attribute is not configured, both the primary and secondary copies are archived.

If Full Duplicate Recording is not enabled for the data source, do not configure this attribute. (That is, do not select either True or False for this attribute.) This condition is not evaluated if this attribute is configured and Keep duplicate recording is not enabled.

You can enable Full Duplicate Recording by selecting Keep duplicate recording for a data source. If this setting is enabled, by default both the main and backup recorder copies of a recording are archived.

Use this setting to specify whether only the main recorder copy is archived or only the backup recorder copy is archived. Archiving only one of the copies conserves space on the archive media.

True - Selects only the main recorder copy of the recording for archiving to the main archive media.

False - Selects only the backup recorder copy of the recording for archiving to the backup archive media.

If Full Duplicate Recording is enabled and this attribute is not configured, both the main and backup copies of the recording are archived.

If Full Duplicate Recording is not enabled for the data source, do not configure this attribute. (That is, do not select either True or False for this attribute.) This condition is not evaluated if this attribute is configured and Keep duplicate recording is not enabled.

The number of evaluations performed against the call.

Interactions that have On Legal Hold status are never deleted from the system. Interactions that have this status are either part of a Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. Case or are included in a Case that was assigned Legal Hold status using the Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions. application.

• True - Selects interactions that have On Legal Hold status

• False - Selects interactions that do not have On Legal Hold status

The organizations to which the employee associated with the call belongs.

The Archive rule processor performs a recursive search of the selected organization to see if the employee is in that organization or one of its suborganizations. An employee is in the organization specified in the campaign condition when the employee is in the specified organization or one of its suborganizations.

To minimize maintenance, specify the higher-level non-leaf organization in the Archive condition. As you add/remove/move employees and create/remove suborganizations under the organization specified in the campaign condition, you do not have to change the campaign condition.

The ID of the radio device of the speaker on the recorded radio call.

This condition is obsolete and is not used.

The reported call ID (if any) from the telephony switch. A unique call identifier for the segment. This value is typically received through CTI or from signaling.

The database field that holds this value is 16 characters. Therefore, it is possible that the value stored is a truncated version of the original identifier.

Only call identifiers that are received for the recorded segments of the call are available for tagging with the recording. The Switch Call ID can change as the call is routed through the telephony network of the customer. In this case, Verint can tag only the first or last Switch ID associated to the segments of the call that are recorded.

If an integration does not have a proper call ID, the Recorder Integration Service generates one.

The ID of the talkgroup of the recorded radio call.

The name of an individual tenant in a multi-tenanted environment. The system archives calls recorded only by the specified tenants. To select from a list of available tenants, click the pencil icon.

The unique identifier of the group to which a trader on a call belongs.

The name of the group to which a trader on a call belongs.

The unique identifier of a trading turret on a call.