Non-linguistic events include various sounds that SpeechMiner detects in an interaction, such as busy tones, key presses, and music or noise. Depending on the program settings of the interaction, non-verbal indications of agitation may also be detected. In addition, the non-linguistic event called Cross Talk is identified when two speakers are talking at the same time. This type of event can only be identified in systems in which dual-channel recording is employed.
In some cases, an element can include more than one type of related event. For example, you can select Silence, Busy Tone, and Dial Tone together. When you select multiple types of non-linguistic events, if any of those events is found in the interaction, it meets the condition.
Each non-linguistic event that is identified by SpeechMiner has a start time, an end time, and a type. For example, if SpeechMiner identifies silence in an interaction, this is a non-linguistic event whose start time is the beginning of the silent period, whose end time is the end of the silent period, and whose type is "Silence."
You cannot select Agitation along with other types of events.
- Drag Non Linguistic to the area below the conditions bar.
- Select one or more of the following types of non-linguistic events:
Types of non-linguistic events that cannot be selected along with the selected type, become inactive.
- Dial Tone: A dial tone.
- Ringback: A signal used in PSTN (Public Switched Telephone Networks - standard "land lines") to indicate that the line is being called or an incoming interaction is present.
- Silence: Silence, usually indicating that the Mute button was held down on one of the handsets.
- Busy Tone: A busy signal.
- Music and Noise: Music or noise, generally indicating the interaction was on hold.
- DTMF: Key press on a touch-tone phone. 16 different keys can be identified using DTMF (Dual Tone Multi Frequency). Select any to accept any key press.
- Agitation: Non-verbal expressions of frustration and anger, such as deep sighs, grunts or rapid changes in pitch.
- Cross Talk: When the agent and customer talk at the same time.
- If you selected Silence, Busy Tone, Music/Noise, Dial Tone, Ring Back Tone, or Cross Talk, define the amount of time that the selected types of non-linguistic events must occupy in the interaction total as follows:
| Field
| Description
|
| From / To
| Define the minimum amount of time that the selected types of non-linguistic events must occupy in the total interaction time in one of the following ways:
- Seconds: The minimum and maximum number of seconds from the beginning of the interaction at which the event types must be found and end.
- Percentage: The minimum and maximum proportion of the interaction (percentage), at which the event type must start and end. (Insert the % character after the value to indicate it is a percentage.)
|
| Accumulated Amount
| The values in the From and To fields refer to the total amount of time in the interaction audio in which the selected types of events were found, even if the total consists of more than one distinct event.
|
| Continuous
| The values in the From and To fields refer to individual events in the interaction audio. That is, an event only meets the condition if it lasted at least as long as the value in the From field and not longer than the value in the To field.
|
- Configure the following Position settings:
| Field
| Description
|
| Not found
| Select this option if you want the condition to include all interactions except those in which the selected types of non-linguistic events were found.
|
| From
| Define the earliest position in the interaction audio at which the non-linguistic event can be found and select one of the following types of reference points:
- Secs Abs: The number of seconds from the beginning of the interaction.
- Secs Abs from End: The number of seconds from the end of the interaction. That is, the event must be found no earlier in the interaction than this number of seconds from the end of the interaction.
- Secs Rel to Start of Prev: The number of seconds relative to the beginning of the previous item in the expression. This option will work only if the operator connecting the two elements is Conditional AND (->). Otherwise, selecting this is the same as selecting Secs Abs.
- Secs Rel to End of Prev: The number of seconds relative to the end of the preceding item. This option will work only if the operator connecting the two elements is Conditional AND (->). Otherwise, selecting this is the same as selecting Secs Abs from End.
|
| To
| Define the latest position in the interaction audio at which the non-linguistic even may be found.
|
Click OK.
See Also
About Categories
Category Conditions