Maintenance Manual

Recordings
Call Events Administration
160
events. In a noisy environment, it might not be possible to have a 20-second silence
event since a background noise will usually break a contiguous period of silence during
a call. For a noisy call center, consider setting the minimum duration of a silence event
to 3 seconds for better results. A noisy call center usually results in less overall
accuracy for the identification of silence events.
Another tactic you can use to identify silence events in a noisy call center is to modify
your search. For example, instead of searching for recordings with a single occurrence
of a silence event that is 25 seconds or greater, consider searching for recordings with
five or more occurrences of silence events that are 6 seconds or greater. This type of
filtering takes into account the shorter, but more frequent silence events that can be
found in a noisy environment.
Handling Pause and Hold when Searching for Silence or Talkover events
When a user searches for a silence or talkover event, Quality Management does not
include pause and hold events in the search. If a silence event occurs just prior to a
pause or hold event, Quality Management saves information about the silence event if
the event meets or exceeds the minimum threshold for the event. Quality Management
does not look for silence or talkover events when a call is paused or on hold.
Configuring Recording Events
Use this task to configure silence and talkover events.
TASK
1. In the navigation tree, select the Recordings > Call Events node.
S
TEP RESULT: The Call Events Administration window appears.
2. To save information about talkover events, select the Save TalkOver Events check
box, and enter the duration of the event in seconds in the TalkOver Events
Minimum Duration box.
3. To save information about silence events, select the Save Silence Events check
box, and enter the duration of the event in seconds in the Silence Events Minimum
Duration box.
4. Click Save.
S
TEP RESULT: The Recordings application in Workforce Optimization allows users to
search for recordings with silence and talkover events in a contact recording.