Create Analytics tasks

Use the Task Manager page to collect and process data with Analytics tasks. These tasks analyze current or previously captured data. This data can include audio recordings, email text, and desktop and event data. Calabrio ONE puts the processed data in a searchable database.

Analytics tasks can be ongoing (run whenever new data comes into the system) or ad hoc (run once at a scheduled time and date).

When scheduling Analytics tasks, remember the following points.

  • If a speech-to-text task fails, Calabrio ONE retries at a later time to complete the task.
  • The time zone in Task Manager is your organization’s default time zone.

Prerequisites

This feature is available to Calabrio GovSuite users.

  • Your organization has one of these licenses:
    • Transcription (lets you create Speech to Text Transcription tasks)
    • Analytics Lite (lets you create Speech to Text Transcription tasks)
    • Desktop Analytics (lets you create Desktop Analytics tasks)
    • Full Analytics (lets you create all Analytics tasks)
  • (For summaries of transcribed calls) Your organization has the Interaction Summary license.
  • You have at least one of the following permissions:
    • Administer Desktop Analytics
    • Administer Speech Analytics
    • Administer Speech to Text Analytics
    • Administer Text Analytics
    • Administer Predictive Analytics
  • To create a task, you have scope over at least one group. If you have scope only for a team and not the group the team belongs to, you cannot create a task for that team.
  • (For desktop analysis) Applications and websites are configured on the Desktop Manager page.
  • (For desktop analysis) Application and website fields are configured on the Field Manager page.
  • (For audio and text analysis) Phrases and phrase categories are configured on the Phrase Manager page.

Page location

Application Management > Analytics > Task Manager

Procedures

Create a new task

  1. Click Create Task.
  2. Enter a unique name for the task in the Name field.

  3. Select the type of task you want to create from the Type drop-down list. The fields that display vary based on the type of task you select. Click the task type below for the rest of the steps.

    Desktop Analytics

    Speech to Text (Transcription)

    Text Analytics

    Predictive Evaluation Score

    Predictive Net Promoter Score

    Desktop Analytics

    This task processes uploaded desktop analytics data and merges that information with the agents’ audio and screen recording data. You need the Administer Desktop Analytics permission to work with Desktop Analytics tasks.

    1. In the Running the task section, configure when the task should run and the date range of the data the task should analyze.

      Ongoing and Ad-Hoc buttons

      To run the task whenever new data comes into the system, select Ongoing. This disables the date, time, and range fields. To run the task only once, select Ad-Hoc.

      Schedule task

      Select the start date and time of the task. The date can be today’s date or a future date. The time must be in the future. It cannot be the current time.

      Selecting calls

      Select the start date and end date of the range of data you want the task to process. The start date must be in the past by at least one day. It cannot be today’s date. The end date must be later than the start date but before today’s date.

    2. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

      NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

    3. Click Save.

    Speech to Text (Transcription)

    This task transcribes audio recordings and then searches the text for predefined phrases (which you configure on the Phrase Manager page) and stores the results in a searchable database. You need the Administer Speech to Text Analytics permission to work with Transcription tasks.

    1. Select the language associated with the task from the Language drop-down list. The language you choose determines what appears in the list of available phrase categories.

      NOTE   Some languages in this drop-down list might require additional configuration for your Calabrio ONE implementation. Consult with Calabrio Support Services to ensure the language you want to transcribe is configured for you.

    2. (Optional) For English transcriptions, select Enable in the Sentiment analysis section to have Calabrio ONE analyze the emotions expressed in a contact. You can view a single contact’s sentiment in the media player and can filter contacts on the Interactions page based on sentiment. Sentiment Analysis also generates an agent’s Net Reputation Score, which appears in the media player. Select Disable to conserve system resources.
    3. Select Enable in the Phrase hits section to have Calabrio ONE search transcripts for all of your organization’s active predefined phrases. Select Disable to conserve system resources (not recommended: phrase hits are an important component of many Analytics features).
    4. Select an existing Index tag, or create a new index tag for the task.

    5. In the Running the task section, configure when the task should run and the date range of the data the task should analyze.

      Ongoing and Ad-Hoc buttons

      To run the task whenever new data comes into the system, select Ongoing. This disables the date, time, and range fields. To run the task only once, select Ad-Hoc.

      Schedule task

      Select the start date and time of the task. The date can be today’s date or a future date. The time must be in the future. It cannot be the current time.

      Selecting calls

      Select the start date and end date of the range of data you want the task to process. The start date must be in the past by at least one day. It cannot be today’s date. The end date must be later than the start date but before today’s date.

    6. (Optional) To create summaries of the transcribed calls, select the Enable radio button in the AI Interaction summary section.
    7. Enter the approximate percentage of calls to transcribe in the Percentage field. Calabrio ONE gives each call the specified chance to be transcribed rather than transcribing a percentage of the total calls received over a set time period. This results in a representative sample of the calls transcribed as the calls come in. There will be some deviation from the percentage, but that deviation becomes less significant over time.

    8. (Optional) Configure the Conditions that must be met for the call to be transcribed. Depending on which condition you choose, additional fields for an operand and a value or a time range appear.

      NOTE   If you use this optional section, calls that do not meet the filter conditions are not transcribed.

    9. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

      NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

    10. Click Save.

    Text Analytics

    This task searches captured email or chat text for predefined phrases (which you configure on the Phrase Manager page) and stores the results in a searchable database. You need the Administer Text Analytics permission to work with Text Analytics tasks.

    1. Select an existing Index tag, or create a new index tag for the task.

    2. In the Running the task section, configure when the task should run and the date range of the data the task should analyze.

      Ongoing and Ad-Hoc buttons

      To run the task whenever new data comes into the system, select Ongoing. This disables the date, time, and range fields. To run the task only once, select Ad-Hoc.

      Schedule task

      Select the start date and time of the task. The date can be today’s date or a future date. The time must be in the future. It cannot be the current time.

      Selecting calls

      Select the start date and end date of the range of data you want the task to process. The start date must be in the past by at least one day. It cannot be today’s date. The end date must be later than the start date but before today’s date.

    3. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

      NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

    4. In the Phrase categories section, assign phrase categories to the task.
    5. Click Save.

    NOTE   For ad-hoc Text Analytics tasks that process more than 200 contacts, it might take a few minutes for the full number of Processed, Failed, and Total contacts to appear, even after the task Status is Finished.

    Predictive Evaluation Score

    This task uses machine learning models to predict a contact’s evaluation score. You need the Administer Predictive Analytics permission to work with Predictive tasks.

    IMPORTANT   Predictions are complex and require work in multiple spots within Calabrio ONE. See Configure predictions for more information.

    NOTE   Predictive Evaluation Score tasks can analyze only audio contacts. Other types of contacts do not support predictive evaluation scores.

    1. In the Running the task section, configure when the task should run and the date range of the data the task should analyze.

      Ongoing and Ad-Hoc buttons

      To run the task whenever new data comes into the system, select Ongoing. This disables the date, time, and range fields. To run the task only once, select Ad-Hoc.

      Schedule task

      Select the start date and time of the task. The date can be today’s date or a future date. The time must be in the future. It cannot be the current time.

      Selecting calls

      Select the start date and end date of the range of data you want the task to process. The start date must be in the past by at least one day. It cannot be today’s date. The end date must be later than the start date but before today’s date.

    2. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

      NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

    3. Click Save.

    Predictive Net Promoter Score

    This task uses machine learning models to predict a contact’s net promoter score. You need the Administer Predictive Analytics permission to work with Predictive tasks.

    IMPORTANT   Predictions are complex and require work in multiple spots within Calabrio ONE. See Configure predictions for more information.

    NOTE   Predictive Net Promoter Score tasks can analyze only audio contacts. Other types of contacts do not support predictive net promoter scores.

    1. In the Running the task section, configure when the task should run and the date range of the data the task should analyze.

      Ongoing and Ad-Hoc buttons

      To run the task whenever new data comes into the system, select Ongoing. This disables the date, time, and range fields. To run the task only once, select Ad-Hoc.

      Schedule task

      Select the start date and time of the task. The date can be today’s date or a future date. The time must be in the future. It cannot be the current time.

      Selecting calls

      Select the start date and end date of the range of data you want the task to process. The start date must be in the past by at least one day. It cannot be today’s date. The end date must be later than the start date but before today’s date.

    2. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.

      NOTE   If you assign a group but don’t assign a team, Calabrio ONE assigns the task to all teams within that group.

    3. Click Save.

Filter existing tasks

  1. Click Filters (the funnel icon, upper-left corner of the page). The Filters panel opens.
  2. Configure your search criteria.
  3. Click Apply. The list of tasks updates. Click Reset to see all tasks.

Show or hide columns

  1. Click Show/Hide columns (the gear icon, upper-right corner of the page). The Show/Hide columns window opens.
  2. Select or clear the check boxes as desired.
  3. Click Apply. The window closes.

Edit an existing task

NOTE   You cannot edit a task if processing has started.

  1. Double-click the task. The task page opens.
  2. Edit the task as desired.
  3. Click Save.

Cancel a task in progress

You can cancel a task only if its Status is Running. You cannot cancel tasks with other statuses.

  1. Double-click the task. The task page opens.
  2. In the Task processing section, click Cancel processing. A confirmation window opens.
  3. Click Yes. The window closes.

Delete a task

NOTE   You cannot delete an ad-hoc task after it has run. This restriction maintains historical data and an audit trail.

  1. Click Delete (the trash can icon). A confirmation window opens.
  2. Click Delete. The window closes.

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