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Managing Programs

A Program is a set of instructions for analyzing recorded conversations between call center agents and customers. It includes all of the detailed instructions required by SpeechMiner to recognize the content of a call and display the results. Each set of distinctive calls being processed (for example, calls from a particular sales campaign) should have a separate Program.

All Programs include an instruction to identify non-linguistic data, such as key presses and caller agitation. You define a Program by specifying how the speech in the calls should be processed by SpeechMiner:

- Whether SpeechMiner should perform speech recognition. When speech recognition is performed, all the speech that is recognized is also transcribed. Transcription enables users to search for terms and facilitates certain types of reports that analyze the speech that is recognized for trends.
- Whether SpeechMiner should look for specific Topics in calls, and, if so, where in the calls it should look for them. This aspect of a Program definition is essentially a structured list of Topics. Before you can add Topics to a Program, you must define them in SMART using the relevant Manager. Topic data enables users to search for calls containing particular Topics, and facilitates reports that analyze the Topic data. (If speech recognition is not performed, Topic recognition cannot be performed either.)

Calls are sent to SpeechMiner from the external recording system. When they are received, they are put into SpeechMiner's processing queue to await their turn for analysis by SpeechMiner. Because the processing of some calls may be more important than the processing of others, SpeechMiner does not automatically process calls in the order in which they were placed into the queue. When you create a Program, you assign a priority level to it. SpeechMiner chooses which call to process first based on its priority level. SpeechMiner processes the highest priority calls in the queue first, and then proceeds to calls with lower priorities, regardless of how long the calls have been in the queue. (If multiple calls have the same priority level, SpeechMiner processes them in the order in which they were put into the queue.)

See also

Welcome
Overview
Managing Topics
Managing Categories
Applying Changes
Managing Version History
Exporting and Importing