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8.5.512 Speechminer UI User Manual SpeechMiner UI User Manual 8.5.5 Date: 7/11/2018 Table of Contents Chapter 1: Introduction to SpeechMiner 1 New in this Release 4 SpeechMiner Deployments 15 Topics, Categories and Programs 17 Topics 19 Categories 21 Programs 23 Log into SpeechMiner 26 SpeechMiner Menu Reference 28 Chapter 2: Dashboard 30 Dashboard Menu Reference 31 Create a New Dashboard 32 Working with Dashboards 34 Widgets 36 Working with Widgets 37 Report Widget 40 My Messages Widget 43 Chapter 3: Explore 46 Explore Menu Reference 47 Search Results Grid 48 Working with the Search Results Grid 52 What is an Interaction? 55 Screen Recordings 58 Batch Actions 59 Create a New Search 64 Search Filter 66 Explore Terms 74 Saved Searches 75 Compare Saved Searches 77 Interaction Lists 79 Content Browser 82 Trending 84 Create a Trending Filter 86 Create a Custom Trending Cluster Task 88 Trending Filter Toolbar Description 91 Trending Chart Tool Tip Description 95 Trending Chart Data Description 97 Manage the Blacklist 101 Working with Saved Trending Filters 103 Export Trending Data 107 Chapter 4: Media Player 108 Playback 110 Playback Controls 111 Hidden Confidential Information 115 Dual-Channel Audio 116 Interaction Transcript 117 Interaction Comments 121 Interaction Events 124 Interaction Attributes 126 Media Player Options 127 Chapter 5: Reports 131 Reports Menu Reference 132 Create a New Report 133 Edit a Report 134 Run a Report 135 Analyze Report Data 137 Drill Down a Report 138 Working with Saved Reports 139 Schedule a Report 142 Report Templates 147 Report Template Layout 150 Report Parameters 152 Available Templates 158 Agent Bubble Chart 160 Agent Comparison 162 Agent Comparison by Segment 163 Agent Evaluation Comparison 165 Agent Trend 166 Agent Trend by Segment 167 Auto Fail 168 Calibration Score 169 Capacity Trend 170 Category Bubble Chart 171 Category Distribution 173 Category Trend 175 Coaching Summary 176 Evaluation Summary 177 Evaluator Evaluation Comparison 178 Interaction Evaluation Summary 179 Interactions 180 Metadata Frequency 181 Performance Profile 183 Predictive Elements 185 Program Distribution 187 System Load 188 Team Comparison 190 Team Comparison by Segment 191 Team Evaluation Comparison 193 Top and Bottom Performers 194 Topic Analysis - Audits 196 Topic Analysis -Trends 198 Usage Tracking 200 Chapter 6: Quality Management 201 Quality Management Menu Reference 202 Quality Management Workflow 203 Forms Manager 204 Forms Manager Grid 206 Create a New Form 208 Form Questions 211 Question Library 215 Configure Question Weights 218 Manage a Form 224 Evaluations Manager 227 Evaluations Manager Grid 229 Create an Evaluation 231 Distributed Interaction Evaluation 232 Distributed Agent Evaluation 235 Shared Evaluation 239 Calibration Evaluation 242 Create an Ad-Hoc Evaluation Session 244 Evaluation Sessions 245 Evaluation Sessions Grid 247 Perform an Evaluation Session 250 Open and Edit a Completed Evaluation Session 254 Archive an Evaluation Session 256 Chapter 7: Coaching 258 Coaching Menu Reference 259 Coaching Session Grid 260 Create a New Coaching Session 262 Participate in a Coaching Session 266 Edit a Coaching Session 268 Working with Coaching Sessions 271 Create a Coaching Session Report 274 View Report Details 276 Manage Session Types and Reason Codes 278 Chapter 8: Tools 282 Tools Menu Reference 283 System Admin 284 Preset View 286 Monitor System 290 Manage Interaction Queue 293 Purge System 294 Manage Cache 296 Interactions Admin 298 System Configuration 300 Alerts 304 System Alerts 308 Metadata Manager 310 Export Completed QM Sessions 311 Define Tags 313 Chapter 9: Action Items 314 Create an Action Item 315 Edit an Action Item 316 Change the Action Item Status 317 Chapter 10: Profile Permissions 319 Edit a User Profile 321 Administer Users 323 Administer Groups 329 Administer Roles 331 Permission Definitions 334 Web Site Permissions 335 Reports Permissions 345 SMART Permissions 348 SMConfig Permissions 351 Chapter 11: Permalink 353 Chapter 12: Frequently Asked Questions 355 Chapter 13: Analyze Related Words 357 Chapter 14: Appendix A ‐ Configure the Browser 359 Internet Explorer 360 Chrome 366 Chapter 1 Introduction to SpeechMiner Introduction to SpeechMiner SpeechMiner UI® is the Genesys Telecommunications Laboratories’s speech-analytics platform. It analyzes audio content and text-based interactions such as email, chat messages and so on. Speech-analytics leverages recorded customer interactions (from any recording system) and analyzes each interaction for critical business topics and events. The system analyzes interactions between customers and contact-center agents, precisely identifies the topics that were discussed, and categorizes the contents of each interaction. DISCLAIMER: Some features explained throughout this document (specifically anything associated with Text and Social interactions) are not available in our Cloud offering and are only available on Premise. When a feature is not available in our Cloud offering, a disclaimer will appear in the feature explanation. SpeechMiner UI consists of a user interface (UI) and several back-end components that deliver key capabilities required for various products within the Genesys Workforce Optimization suite. These products include: SpeechMiner UI UI: The SpeechMiner UI UI is a component of the SpeechMiner UI package and provides a single User Interface (UI) for all Genesys Interaction Recording, Quality Management and Genesys Interaction Analytics functionality. Through the SpeechMiner UI UI users can perform search and playback for voice and screen recordings, perform traditional quality management tasks such as evaluation of interactions through form based scoring, or advanced speech and text analytics capabilities such as topic analysis or trending and exploration analysis of transcripts. SpeechMiner UI UI is comprised of two software components: SpeechMiner UI browser-based interface''': Offers a variety of ways to access call audio and the results of the interaction analysis performed by the system (when Analytics mode is in use). Users of the speech-analytics system interface can do the following: Find interactions that have specific characteristics or are about particular topics. Identify and listen to the parts of calls that interest them. Audit and fine-tune SpeechMiner UI's call processing. Keep track of a range of system-metrics. SpeechMiner UI Administration Tool (SMART): Enables users of the speech-analytics system to configure it to search interactions for specific topics and other characteristics. Genesys Interaction Recording (GIR): Genesys Interaction Recording (GIR) provides cradle to grave dual channel voice recording and screen recording for customer-ivr and customer-agent conversations as they occur within the Genesys Contact Center. Through deep integration with Genesys SIP and the TLib event model, GIR is able to automatically stitch together call segments and capture all relevant call meta data to provide the information you need to fulfill important use cases within your business including Compliance, Dispute Resolution and Workforce Training and Coaching. GIR utilizes components of the core Genesys Contact Center stack such as SIP Server and Media Server, but brings along its own components to SpeechMiner UI User Manual 1 Chapter 1 Introduction to SpeechMiner deliver the full set of features within GIR. Additionally, the GIR User Interace (UI) is provided by the SpeechMiner UI UI, which is the unified interface for recording, quality management and interaction analytics capabilities within the Genesys suite. Quality Management (QM): Quality Management (QM) enables you to monitor quality and evaluate agent performance on a periodic and consistent basis while minimizing effort through automated interaction selection to improve customer experience and engage with your staff. QM includes a robust and feature rich form designer along with a number of evaluation schedule types to meet the SLAs required by your business in providing core use cases around Quality Management as well as input to Coaching and Training through form based scoring of interactions. Interactions can be sourced from GIR or third party recording platforms, depending on the deployment type selected. All QM functionality is provided through the SpeechMiner UI UI, which is the unified interface for recording, quality management and interaction analytics capabilities within the Genesys suite. Genesys Interaction Analytics (GIA): Genesys Interaction Analytics (GIA) provides automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations. For voice interaction, GIA provides automated transcription and employs Speech-to-Phrase grammar based recognition along with non-linguistic analysis of recordings to create meaning from otherwise unstructured data. Organizations can use this data to fulfill key use cases around Agent Performance Improvement (for example, decrease AHT, increase FCR, Sales Conversion, and so on.), Compliance and Customer Satisfaction (for example, NPS). Additionally, for both voice and text interactions, GIA employs advanced unsupervised machine learning algorithms to surface salient or unexpected terms to enable use cases around Uncovering Emerging Trends or Discovery of New Phrases and Intents. All analysis and discovery functionality is provided through the SpeechMiner UI UI, which is the unified interface for recording, quality management and interaction analytics capabilities within the Genesys suite.
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