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.

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:
    • Analytics Essentials
    • Analytics Enterprise
    • Analytics Enterprise Plus
    • Desktop Analytics (lets you create Desktop Analytics tasks)
  • 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
    • Run Auto QM Task
    • Run Trending Topics Task
    • Run Sentiment Task
    • Run AI Tags Task
  • 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 Business Signal > Phrases page.
  • (For Auto QM) You have the Edit Auto QM permission and create a form for AI evaluation. For more information, see Manage forms for AI evaluation.
  • (For AI Tags) Tags and tag categories are configured on the Business Signal > AI Tags 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

    Auto QM

    Trending Topics

    Sentiment Analysis

    AI Tags

    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 Business Signal > Phrases 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. 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.

      BEST PRACTICE   Enable phrase hits. Phrase hits are an important component of many Analytics features.

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

    4. 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.

    5. (Optional) To create summaries of the transcribed calls, select the Enable radio button in the AI Interaction summary section.

    6. In the Percentage field, enter the approximate percentage of calls to transcribe. Calabrio ONE gives each call this percentage of a chance to be transcribed. Calabrio ONE does not transcribe this 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.

      EXAMPLE   You enter 50 in the Percentage field. Each call that meets the criteria for this transcription task has a 50% chance of being transcribed.

    7. (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.

    8. 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.

    9. Click Save.

    Text Analytics

    This task searches captured email or chat text for predefined phrases (which you configure on the Business Signal > Phrases 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.

    Auto QM

    You need the Run Auto QM Task permission to work with Auto QM tasks.

    1. Select a name from the Form name drop-down list.

      BEST PRACTICE   Auto QM can score each contact with up to three forms. If you are creating multiple overlapping Auto QM tasks, make sure Auto QM is using the best forms for each contact. If a contact is eligible to be evaluated by more than three Auto QM tasks, Auto QM will score the contact using only the three most recently created tasks.

    2. Select a language associated with the task.
    3. (Optional) Select Call Direction or Contact Duration (seconds) from the Call detail drop-down list. If you use this optional section, calls that do not meet the filter conditions are not transcribed.
      • For Call Direction, select Inbound or Outbound from the Detail value drop-down list.
      • For Contact Duration (seconds), select Greater than, Less than, Equal to, or Range from the Operator drop-down list, and then enter the number(s).
    4. Search for and select the required Groups and Teams and click either Add all or Remove all.
    5. Click Save.

    Trending Topics

    This task mines entire conversations to determine each conversation’s overall topic. You need the Run Trending Topics Task permission to work with Trending Topics tasks.

    1. Select a language associated with the task.

    2. (Optional) Configure the Conditions that must be met for the call’s topics to be analyzed.

      NOTE   If you use this optional section, calls that do not meet the conditions are not analyzed for topics.

    3. (Optional, Analytics Enterprise Plus license only) To give the AI direction in identifying topics, use the Define call topics section.
      1. Select Enable in the Define call topics section.
      2. Click Add new topic. The Add new topic window opens.

      3. Enter the Topic name and Topic description. For example topic names and descriptions, see the “Example topics and descriptions for Trending Topics tasks” section here: About Analytics tasks. The topic name will appear on the Trending Topics dashboard (see Monitor Trending Topics) and in the Data Insights panel in the Media Player (see View AI insights for a contact).

        IMPORTANT   You cannot edit the topic name after you save the topic.

      4. Click Save. The window closes.
      5. (Optional) Repeat steps 2—4 to add more topics if needed. You can also add topics to a task by importing a CSV file. See Import contact topics for a Trending Topics task for instructions.

    4. 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.

    5. Click Save.

    Sentiment Analysis

    This task uses AI to analyze the sentiment displayed by the agent and the customer. You need the Run Sentiment Task permission to work with Sentiment Analysis tasks.

    NOTE   Sentiment Analysis tasks can analyze only English or Spanish audio contacts. Sentiment analysis is not available for other types of contacts or for contacts in other languages.

    NOTE   Sentiment Analysis is available as an ongoing task only. It is not available as an ad-hoc task.

    1. Select the language that is spoken in the contact from the Language drop-down list.

    2. (Optional) Configure the Conditions that must be met for the call’s sentiment to be analyzed.

      NOTE   If you use this optional section, calls that do not meet the conditions are not analyzed for sentiment.

    3. (Optional) To analyze how sentiment progresses throughout the course of the contact, select Customer sentiment trend, Agent sentiment trend, or both in the Sentiment trend section. When you enable sentiment trend, the AI Sentiment panel appears in the Media Player for the contact (see View changes in sentiment for a contact).

      NOTE   Your organization needs the Analytics Enterprise or Analytics Enterprise Plus licenses to enable sentiment trend.

    4. (Optional, Analytics Enterprise Plus license only) To define what sentiment looks like for your organization, use the Custom AI sentiment definitions section.

      1. Select Enable in the Custom AI sentiment definitions section.
      2. Use the Apply custom sentiment to: and Apply same settings to select whether your custom definitions should apply to the agent, the customer, or both.
      3. Enter descriptions in the Define positive sentiment, Define negative sentiment, and Define neutral sentiment fields. For example definitions, see the “Example sentiment definitions for Sentiment Analysis tasks” section here: About Analytics tasks.

    5. 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.

    6. Click Save.

    AI Tags

    You need the Analytics Enterprise Plus license and the Run AI Tags Task permission to work with AI Tags tasks.

    1. Select the language associated with the task from the Language drop-down list.

    2. (Optional) Configure the Conditions that must be met for the contact to receive AI tags.

      NOTE   If you use this optional section, Calabrio ONE analyzes only contacts that meet the filter conditions for AI tags. Contacts that do not meet the conditions are not analyzed.

      BEST PRACTICE   Limit AI Tags processing to calls that are longer than thirty seconds—or to a length that is meaningful for your organization. Tags that are applied to very short calls usually have limited value. Adding this condition helps ensure higher-quality insights and conserves the amount of data your organization dedicates to AI processing.

    3. Select Customer, Agent, or both in the Speakers section. This selection tells Calabrio ONE which parties on the contact to analyze for tags.
    4. In the AI Tag Categories section, click the categories to use for this task. You can assign up to three categories to a task.

    5. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available. Calabrio ONE can process up to three tasks for a team. If you assign a team to more than three tasks, Calabrio ONE processes that team’s contacts based on the three most recently created tasks only.

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

    6. 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.

View the history for a task

  1. Double-click the task. The task page opens.
  2. Click History Tracking (upper-right corner of the page). The Version History panel opens to show information about the task, including who last updated it and when.
  3. Select a previous version of the task from the Version History drop-down list.
  4. When you’re finished viewing the task history, click Back to close the panel.

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.

Add a topic to a Trending Topics task

If you add topics to a task that is already running, your changes apply only to contacts that are analyzed after the change. Contacts that have already been analyzed are not affected. You need the Analytics Enterprise Plus license to do this.

You can also add topics to a task by importing a CSV file. See Import contact topics for a Trending Topics task for instructions.

  1. Double-click the task. The task page opens.
  2. Select Enable in the Define call topics section.
  3. Click Add new topic. The Add new topic window opens.

  4. Enter the Topic name and Topic description. The topic name will appear on the Trending Topics dashboard (see Monitor Trending Topics) and in the Data Insights panel in the Media Player (see View AI insights for a contact).

    IMPORTANT   You cannot edit the topic name after you save the topic.

  5. Click Save. The window closes.
  6. (Optional) Repeat steps 2—4 to add more topics if needed.

Edit the contact topics for a Trending Topics task

You can edit the topic description. You need the Analytics Enterprise Plus license to do this.

NOTE   If you edit the description for a topic that has already been applied to contacts, your changes apply only to contacts that are analyzed after the change. Contacts that have already been analyzed are not affected. If you change the description dramatically, there might be inconsistency between how the topic is applied before and after the change.

  1. Double-click the task. The task page opens.
  2. In the Define call topics section, click the pencil icon next to the topic. The Edit topic window opens.
  3. Edit the topic description as needed.
  4. Click Save. The window closes.
  5. Click Save.

Delete a contact topic from a Trending Topics task

If you delete a topic, any contacts that are already associated with this topic are not affected. You need the Analytics Enterprise Plus license to do this.

  1. Double-click the task. The task page opens.
  2. In the Define call topics section, click the garbage can icon next to the topic. The topic is deleted immediately.
  3. Click Save.

Import contact topics for a Trending Topics task

If your organization has the Analytics Enterprise Plus license, you can add topics to a Trending Topics task by uploading a CSV file. You can upload topics to tasks both while you are creating the task and while it is running.

NOTE   If you add topics to a task that is already running, your changes apply only to contacts that are analyzed after the change. Contacts that have already been analyzed are not affected.

The CSV file you import must have the following column headers:

Column header Description
topicName The name for the topic. This name will appear on the Trending Topics dashboard and in the Data Insights panel in the Media Player.
topicDescription Information that helps AI identify contacts that contain this topic. [for advice on writing names and descriptions, see XXX]

BEST PRACTICE   To ensure that your CSV file is formatted correctly, first export the file from a task that already has topics, edit the exported file, and then import the file. See Export contact topics for a Trending Topics task.

  1. Double-click the task. The task page opens.
  2. In the Define call topics section, select Enable.
  3. Click Import.
  4. Locate and import the CSV file. The new topics appear in a table below the Import button.
  5. Click Save.

Export contact topics for a Trending Topics task

You need the Analytics Enterprise Plus license to do this.

  1. Double-click the task. The task page opens.
  2. In the Define call topics section, click Export. The file named trending-topics export yyyy-mm-dd downloads to your device.

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