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 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 Task 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.

   Desktop Analytics

   This task processes uploaded desktop analytics data and merges that information with the agents’ audio and screen recording data.

   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.

   Speech	Select the language associated with the task. The language you choose determines what appears in the list of available phrase categories.
   Index Tag	Select an existing index tag or create a new index tag for the task.
   Data	(Optional, for speech analytics and speech-to-text only) 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 data field, you must also enter a data value. The Data Value field cannot be empty.
   Phrase Categories	Assign phrase categories to the task. Only categories associated with the language you select in the Speech section are available.

   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.

   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.

   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.

   Speech	Select the language associated with the task. 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.
   Sentiment Analysis	(Optional) For English transcriptions, select Enable 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.
   Phrase Hits	Select Enable to have Calabrio ONE search transcripts for all of your organization’s active predefined phrases. Select Disable to conserve system resources (not recommended).
   Index Tag	This option is not currently used.
   Percentage	Select the approximate percentage of calls to be transcribed from the Percentage drop-down list. 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.
   Transcription Filters	(Optional) Configure the conditions that must be met for the call to be transcribed. Each condition can be used in only one filter. Click Add Condition to see a list of the conditions available. 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.

   Text Analytics

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

   Index Tag	Select an existing index tag or create a new index tag for the task.
   Phrase Categories	Assign phrase categories to the task.

4. (For all types of tasks) In the Time section, configure when the task should run and the date range of the data to run the task against.

   Ongoing check box	Select this check box if you want the task to run whenever new data comes into the system. This disables the time, date, and range fields.
   Start Time	Enter the start time of the task. This time must be in the future. It cannot be the current time.
   Task Start Date	Enter the start date of the task. This date can be today’s date or a future date.
   Range Start Date	Enter the start date of the range of data you want the task to process. This date must be in the past by at least one day. It cannot be today’s date.
   Range End Date	Enter the end date of the range of data you want the task to process. This date must be later than the start date but cannot be today’s date.

5. (For all types of tasks) In the Organization section, assign groups and teams to the task. Only groups and tasks within your scope are available.
6. 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 Skipped contacts to appear, even after the task Status is Finished.

Filter existing tasks

1. Click Filters (upper-left corner of the page). The Filters panel opens.
2. Configure your search criteria. The list of tasks updates automatically. Click Clear to see all tasks.

Show or hide columns

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

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 Status section, click Cancel. A confirmation window opens.
3. Click Yes.

Delete a task

NOTE   Ad-hoc tasks cannot be deleted after they have run. This restriction maintains historical data and an audit trail.

1. Double-click the task. The task page opens.
2. Click Delete. The task is deleted immediately.

Related topics

• Advice for Analytics tasks
• Create and manage phrases and phrase categories—Using the Phrase Manager
• Configure automated desktop actions—Using the Desktop Manager
• Set up Smart Desktop event triggers—Using the Field Manager
• Configure Analytics
• Configure predictions
• View phrase analytics for a contact—View phrase hits in the Media Player
• Read the transcription of an audio recording—View transcriptions in the Media Player
• View the sentiment for a contact—View sentiment in the Media Player