Using an Event Grid

When you search for calls by Event, the results are presented in an Event Grid. The Event Grid is identical in structure to an Interaction Grid, but it differs in a number of ways:

This section describes the columns of Event Grids, and explains how to audit Events. For general information about the functionality of Event Grids, including information about choosing which columns to display and choosing a column to sort the list by, see Using an Interaction Grid.

The Event Grid can display any or all of the columns listed below. In addition, Event Grids may contain additional columns in which metadata specific to your system is displayed.

Term ID The ID number of the term that was identified in the Topic
Column Description
Open A Play (Smicon arrow.png) button; clicking the button opens the call in the Media Player.
TP/FP If the Event has been audited, one of the following values is selected, and the entire cell is color-coded:
  • TP: True Positive, color-coded green
  • FP: False Positive, color-coded red
  • SFP: Sense False Positive, color-coded pink

If you have Event Auditor permissions, you can select a value in this column. To select a value, click it. To clear the selection, click Clear.

Note: If you selected Exclude events that have been audited before you initiated your search, previously audited Events will not appear in the grid.

Text If the Event was a linguistic event, the text of the Event.
Confidence A value indicating how reliable the identification of Events in the call is. The higher the number, the greater the degree of certainty. You can use this information to choose calls for auditing. Sort the list by this column (by clicking in the column title) and select those calls whose Confidence value is below a certain threshold.

Note: This number is not a percentage, but it does range from 1 to 100.

Start Time The start time of the Event, offset from the start of the call, in hours:minutes:seconds.
End Time The end time of the Event, offset from the start of the call, in hours:minutes:seconds.
Resource Name The name of the Topic corresponding to the Event.
Agent The agent who handled the call .
Date/Time The start date and time (in hours:minutes) of the call.
Program The program that was used to process the call.
External ID A unique number assigned to the call by the external recording system.
ID A unique number assigned to the call by SpeechMiner.
Auditor If the Event was audited, the name of the auditor.

Each linguistic Event that is recognized in a call can be audited. This means that a SpeechMiner user listens to the Event and then rates the accuracy of the identification. Auditing is an important part of fine-tuning the SpeechMiner's speech-recognition accuracy.

In order to audit an Event, the auditor listens to the Event, and then rates the accuracy of the Event recognition by selecting one of the following values in the TP/FP column of the Event Grid.:

  • TP (True Positive): The Event was correctly identified by SpeechMiner.
  • FP (False Positive): The Event was incorrectly identified by SpeechMiner.
  • SFP (Sense False Positive): The words were correctly identified by SpeechMiner, but they were used in a sense that does not match the intent of the Topic.

Summary information about Event auditing in your system can be seen in the Audit Analysis and Topic Analysis - Audits reports. Existing audit data can be managed globally in the Calls Admin screen.

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