Trigger types

In the policy rules, define the trigger types connected logically by means of AND or OR.

For the trigger type Keywords, custom keywords can be added in the policy rule.

For the trigger types Categories, Patterns, and Adherence phrases only already existing categories, patterns, and adherence phrases can be used.

Add trigger types

  1. Click in the field Trigger Types to add a trigger type.
  2. The following criteria are available:

Option/Function

Description

Keywords

Here, you can define keywords that transcripts are supposed to be filtered for.See Tab Keywords.

Categories

The categories contain specific keywords for certain analyses., see Drop-down list: Categories, AI Categorization..

Patterns

Pattern detection contains the defined search patterns with fragments or regular expressions., see Tab Patterns.

Adherence phrases

The trigger type Adherence phrases allows defining mandatory phrases and statements, see Adherence phrases.

AI Questions

Define AI questions to analyze compliance guidelines in conversations, see AI Questions.

AI Adherence phrases

AI Adherence phrases use AI to recognize specific phrases, that occur in conversations to monitor adherence to communication guidelines, see AI Adherence phrases.

  1. Confirm the trigger type by clicking on the button Add.
  2. To create further criteria, repeat steps 1 and 2.

Logical operation of several trigger types within a policy rule

  1. Click on the button AND or OR to logically combine several trigger types.
    − Select AND if the selected trigger types are supposed to apply simultaneously.
    − Select OR if at least one trigger type is supposed to apply.

Delete trigger types

  1. Click on the icon to delete a trigger type.