Group Calls Into Interaction

MiaRec automatically recognizes multiple call parts of a longer interaction, for example, when a call has been transferred from one agent to another, or when a call was put on hold, the agent made a consultative call to his/her supervisor and then resumed the initial call.

For details, see View multi-segment calls.

The "Group Into Interaction" job can be used to automatically group related call recordings into interactions.

Create the job

Navigate to Administration > Automatic Actions > Group Into Interaction and click Add to create a new job.

Fill out the required configuration parameters:

• Name - give the job a distinctive name.
• Access Scope - specify for which tenants this job is applicable. This setting is visible only for a multi-tenant environment.
• Mode. Full or incremental export mode.
  • Full - will process the recordings every time the job is started.
  • Incremental - remembers which records have been already processed and do not process them on the next start.
• Supported call scenarios - allows you to filter which phone systems will be affected by this job.

Condition

The job supports filtering criteria to limit what call recordings will be grouped. For example, you may configure the job for specific group of users only.

Job advanced settings

Please also check the following advanced settings for the job:

• Log file - select this check box to write a detailed log for diagnostic purposes.
• Keep job history - specify the number of days to keep the successful job history. Default value: 60.
• Timezone - allows you to change the timezone of a scheduled job. Timezone affects the scheduler, date/time attribute in Filtering Criteria, and Filename Format. Leave this attribute empty to use a system default timezone.
• Execution time limit - a job will be aborted if it executes longer than the specified time limit (in minutes). Leave this attribute empty to use a default value. Default value: <not defined>.
• Keep alive timeout - specify a timeout (in minutes) to terminate the job. Leave this attribute empty to use a default value. Default value: 15.
• Email notification on completion - activates the notification by email about successful job execution. You can trigger the email notification either every time the job completes successfully or for the first of any consecutive completion message.
• Email notification on failure - activates the notification by email about failed job execution. You can trigger the email notification either every time the job fails or for the first of any consecutive failure message.
• Email notification address - specify the email address for notifications. Use a comma to separate multiple email addresses.

Info

Note, it is necessary to configure "Web portal URL" under Administration -> System -> Advanced Settings, otherwise the URL links to job details in the email will be invalid. Also, make sure the email integration is enabled under Administration > System > Email Integration.

Schedule

The job may be started manually or automatically by schedule. The schedule may be configured to run the job every hour/day/week/month. Also, you can set up a custom interval by selecting the Custom (crontab) option.

Please check some examples of configuring a custom interval:

• Run the job every 5 minutes.

• Run the job on the 5th minute of every hour (i.e. 00:05; 01:05; 02:05 and so on).

• Run the job on the 15th and 45th minute of every hour (i.e. 00:15; 00:45; 01:15, 01:45 and so on).

• Run the job every hour, on the hour, from 8 AM through 5 PM.