Create Analytics tasks

NOTE   This information covers the new version of the Task Manager page. For information about the classic version of this page, see Create Analytics tasks (classic)

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 will retry at a later time to complete the task.
  • The time zone in Task Manager is your organization’s default time zone.

Prerequisites

  • You have the Administer Analytics permission.
  • 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.
  • Phrases and phrase categories have been configured on the Phrase Manager page.
  • Applications and websites have been configured on the Desktop Manager page.
  • Application and website fields have been configured on the Field 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. Skip to the task type below for the rest of the steps.

    Desktop Analytics

    Phonetics 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.

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

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be 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.
    3. Click Save.

    Phonetics Analytics

    This task processes new audio recordings by searching for predefined phrases (which you configure on the Phrase Manager page) and stores the results in a searchable database.

    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.
    2. Select an existing Index tag, or create a new index tag for the task.
    3. From the Condition drop-down list, select the metadata field configured in QM on the Metadata Manager page that is used to pass speech language information to Analytics. Calabrio ONE uses the data field and data value to group calls for speech-related processing in multilingual contact centers where agents speak different languages, for example, English on one call and Spanish on another call. The agent applies the metadata tag to the call to indicate the language used in the call. If you select a condition, you must also enter a value. The Value field cannot be empty.
    4. In the Running the task section, configure when the task should run and the date range of the data to run the task against.

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be today’s date.

    5. In the Groups and teams section, assign groups and teams to the task. Only groups and teams within your scope are available.
    6. In the Phrase categories section, assign phrase categories to the task. Only categories associated with the language you select in the Language section are available.
    7. 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.

    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 Recordings 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).
    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 to run the task against.

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be today’s date.

    6. Enter the approximate percentage of calls to be transcribed 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.
    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.
    9. Click Save.

    Text Analytics

    This task processes captured email or chat text for predefined phrases (which you configure on the Phrase Manager page) and stores the results in a searchable database.

    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 to run the task against.

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be 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.
    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. 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 to run the task against.

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be 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.
    3. Click Save.

    Predictive Net Promoter Score

    This task uses machine learning models to predict a contact’s net promoter score. 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 to run the task against.

      Ongoing and Ad-Hoc buttons

      Select Ongoing if you want the task to run whenever new data comes into the system. 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 cannot be 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.
    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 once 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. Tasks with other statuses cannot be canceled.

  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   Ad-hoc tasks cannot be deleted after they have 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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