Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

#SpeechandTextAnalytics

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Shelby Cronk
C1
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STA requires a transcript.  Make sure Transcription it turned on in the voice tab for each queue.  There is an API to turn that on Globally.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 09-10-2024 11:25
From: Shelby Cronk
Subject: Answered vs. Analyzed

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

#SpeechandTextAnalytics

------------------------------
Shelby Cronk
C1
------------------------------

Robert, this is at the queue level, so if some of them are analyzed, why aren't all of them analyzed?

I think I'm on to something with the fact that when I filter to "first queue" I can get within 10 calls of answered and analyzed.  Trying to figure out the remaining discrepancy though.

@Mark Fagus, any thoughts? 

STA requires a transcript.  Make sure Transcription it turned on in the voice tab for each queue.  There is an API to turn that on Globally.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 09-10-2024 11:25
From: Shelby Cronk
Subject: Answered vs. Analyzed

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

#SpeechandTextAnalytics

------------------------------
Shelby Cronk
C1
------------------------------

Things to look at:

1. Check for transcript on the calls.  Look for calls that are less than 10 seconds or over 15 minutes.  No transcripts may not be created for these calls.
2. If no transcript, check the recording to see if it is a call quality issue
3. Check your Recording Policy to make sure all calls for that queue are recorded.  
4. Check to make sure the language for the calls is correct for the spoken language.  

Robert, this is at the queue level, so if some of them are analyzed, why aren't all of them analyzed?

I think I'm on to something with the fact that when I filter to "first queue" I can get within 10 calls of answered and analyzed.  Trying to figure out the remaining discrepancy though.

@Mark Fagus, any thoughts? 

STA requires a transcript.  Make sure Transcription it turned on in the voice tab for each queue.  There is an API to turn that on Globally.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 09-10-2024 11:25
From: Shelby Cronk
Subject: Answered vs. Analyzed

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

#SpeechandTextAnalytics

------------------------------
Shelby Cronk
C1
------------------------------

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

Hi Shelby,

Are any of the interactions in that queue emails or web messaging? If so, those interactions are only fully analyzed by Speech & Text Analytics after 72 hours, which could be a reason for the lower number of Interactions Analyzed. 

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!

Hi Shelby, I was thinking the same as Adi and Robert. Please take a look at those as they are the most likely suspects.

Thanks,

Hi Shelby,

Are any of the interactions in that queue emails or web messaging? If so, those interactions are only fully analyzed by Speech & Text Analytics after 72 hours, which could be a reason for the lower number of Interactions Analyzed. 

Why is Speech and Text Analytics not analyzing all Answered interactions in a queue assigned to a program? Have looked for other related posts but come up empty handed.

Thanks in advance!