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Configuring Metadata Elements

Metadata is information about calls that is gathered by the external recording system and relayed to SpeechMiner along with the call audio. Each system receives different sets of information about the calls that are passed to it for processing. For example, metadata could include the name of the agent for each call, the location of the customer, and the duration of the call.

You can define metadata conditions based on any of the metadata values available in your system. The conditions you define can be as simple as one metadata value or complex expressions that specify the relationships among a number of types of metadata. Consider, for example, a sales campaign that is undertaken in Wyoming and in Texas. Certain agents in each location target senior citizens, while others target families with teenage children. To assign senior-citizen calls to a Category, you could define a condition that specifies either Agent1 or Agent2 if the customer is in Wyoming and Agent3 if the customer is in Texas.

When you add a metadata element to an expression (see Inserting Elements into an Expression), the fields required to select and configure the element are added to the right panel below the Type field.

To configure a metadata element:

1. In the first field, specify the type of metadata. You can specify the type in one of two ways
   - If the type appears in the dropdown list, select it. For example, select Workgroup\Agent if you want to define a condition based on the workgroup or agent that handled the call.
   - Type the name of the type in the field. For example, if your system gathers data on call direction under the name calldirection, type calldirection if that is the name of that type of metadata.

2. In the remaining fields, specify the condition. In some cases, you can select an operator (<, >, or =) in the second field and specify a value in the third; in other cases, you only specify a value (and the = operator is assumed). You can specify a value by selecting it from the list or by typing it manually into the third text field.

   Note: Some of the value options may be arranged hierarchically. For example, if you select Workgroup\Agent, a list of workgroups is displayed. You can select a workgroup, or click the + beside the name of a workgroup to expand the list and display the names of the agents in the workgroup. If you select a workgroup, all members of the workgroup are included in the condition; if you expand a workgroup and select an agent, only that agent is included.

3. If you want the condition to include all calls except those that match the condition, select Not. (For additional information, see Configuring Category Conditions.)

See also

Configuring Non-Linguistic Event Elements
Configuring Program Elements
Configuring Topic Elements
Configuring Category Elements
Configuring Speaker-Type Elements
Configuring Text Elements