Have you tried to export from IA?
File -> Export
Here IA will export a csv file with a lot of information that is stored in the CIC server itself and not in the DB. I was able to find a list of workgroup, agents, managed phones, etc. Also, after you asked this question, I was able to find the list of keyword sets defined in Analizer for our system.
Give it a try...
Thanks.
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Daniel Martinez
Prog Leasing, LLC
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Original Message:
Sent: 12-03-2018 16:09
From: Tim Cannon
Subject: Analyzer keywords
That is better than my current option, thanks!
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Tim Cannon
Elevate Credit Services, LLC
Original Message:
Sent: 12-03-2018 15:14
From: Aaron Lael
Subject: Analyzer keywords
If you cannot find the information you need in the database, have a look at ICWS. There is a section on Analyzer, and a cursory glance appears that it can return keywords and the configured minimum confidence threshold as a property in the response.
https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/configuration/generated/InteractionAnalyzer.htm#application
Not as simple as just querying the DB, but this can get you your missing elements.
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Aaron Lael
State of Utah
Original Message:
Sent: 12-03-2018 14:28
From: Tim Cannon
Subject: Analyzer keywords
Thanks, those are the tables I am using. Still missing two data points:
- The configured confidence threshold.
- A list of all configured Keywords.
with these additional data points we would like to ensure our thresholds are set appropriately and ensure that all of our keywords are being used.
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Tim Cannon
Elevate Credit Services, LLC
Original Message:
Sent: 12-03-2018 11:52
From: Vineet Kakroo
Subject: Analyzer keywords
Hi Tim,
The information is there is the below tables. You will need to build your queries to pull the required information from these tables.
IR_EVENT
IR_EVENTKEYWORDINFO
IR_KEYWORD
IR_KEYWORDSET
IR_RECORDINGMEDIA
IR_TAG
IR_TAGMAP
Regards
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Vineet Kakroo
FIL Investment Management Ltd
Original Message:
Sent: 12-03-2018 11:19
From: Tim Cannon
Subject: Analyzer keywords
I am trying to report on how many words are recognized per keyword set, and how close to the configured confidence threshold the recognition occurred. I don't wee a table that relates keywords to keyword sets or that contains the configured confidence threshold. Am I missing that data? do i need to build a lookup table? or is there another way to get that info?
Thanks,
#Reporting/Analytics
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Tim Cannon
Elevate Credit Services, LLC
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