Automatic labeling

This article provides a guide to setting up and managing automatic labeling.
Automatic labeling allows you to create labeling rules that apply and/or remove a configurable set of layers to calls selected by the specified criteria.

Creating labeling rules

To set up and manage automatic labeling rules open the Verba Web interface and select Labels > Automatic Labeling.

A list of labeling rules is displayed showing the previously created rules.

To create a new rule, click the 'Add New Label Rule' button. On the rule configuration page, you have the following options:

Configuration option	Description
Name	The name of the rule. This is a mandatory field.
Enabled	The rule is only in operation if this field is set to 'Yes'
Add Labels	Choose the labels you want the rule to apply by selecting them in the list on the left and then moving them to the list on the right using the '>>' button.
Remove labels	Choose the labels you want the rule to remove by selecting them in the list on the left and then moving them to the list on the right using the '>>' button.
Conversation Detail Fields	Use this interface to specify filters for selecting calls to apply the rule to. Click the '+' button to add a new filter, select the call detail record field you wish to base it on, then add your criteria. You can add more filters by repeating the previous step. To delete a filter, click the trash icon next to it.

Filtering Criteria

The table below summarizes the available conversation details fields which can be configured as a filter for the Automatic Label Rule.

Category	Field	Description
Participants	From	The number of the caller party in the conversation
	From Info	The number of the called party in the conversation
	From (digits)	The number of digits in the phone number of the initiator of the conversation
	From Device ID	The Device ID of the initiator of the conversation
	From IP	The IP address of the caller party in the conversation
	To	The name of the caller party in the conversation
	To Info	The name of the called party in the conversation
	To (digits)	The number of digits in the phone number of the target of the conversation
	To Device ID	The Device ID of the target of the conversation
	To IP	The IP address of the called party in the conversation
	Both To or From	The number of any party participating in the conversation
	Both To or From Info	The name of any party participating in the conversation
	Dialed Number	The original dialed number
	User	The user associated with the conversation based on the extension configuration
	User Location	The location of the user, defined in the user configuration
	Extension	The extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below
	Group	The group where a conversation belongs to based on the users associated with the conversations
	User ID	The User/Agent/Trader ID obtained from the recorded platform
Details	Start Time (UTC)	The start time of the conversation in UTC timezone
	Recent Than	Only conversations selected where the start time is recent than the defined value. Make sure it is not used with a recurring schedule, otherwise conversations can be skipped if the defined value is close to the recurring period.
	Direction	The direction of the conversation (e.g. internal, inbound, outbound, etc.)
	End Cause	The end cause of the conversation (e.g. normal, hold, transfer, etc.)
	Duration Interval	The length of the conversation
	Conversation Type	The type of conversation. Available options: Voice Video Instant Messaging SMS Desktop Screen Screen & Application Share (Lync/SfB) Whiteboard (Lync/SfB) Poll / Q&A (Lync/SfB) File Share (Lync/SfB)
	Forward Reason	The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)
	On-demand	Defines whether a call was recorded as on-demand
	Marked for recording	Defines whether an on-demand conversation was marked for recording
	Protected	Defines whether the conversation is protected
	Case	The cases containing the conversation
	Encrypted with Certificate	The certificate used to encrypt the conversation
	Signed with Certificate	The certificate used to sign the conversation
	Quality Management Scorecard exits	Checks if there is a Quality Management Scorecard assigned to the conversation
Analytics	Text Search	Full-text search in instant messages, SMS and voice transcriptions: All of these phrases: the search will return conversations where all phrases are matched Any of these phrases: the search will return conversations where at least one phrase is matched None of these phrases: the search will return conversations where none of the phrases are matched Integrations using the advanced data model for instant messages (e.g. Microsoft Teams) do not support automatic labeling.
	Word Hit Count	Count occurrences of words using full-text search in instant messages, SMS and voice transcriptions, where: Word(s) (Comma-Separated): comma-separated lists of words used for counting Occurrences: minimum and maximum occurrence of the word defined Integrations using the advanced data model for instant messages (e.g. Microsoft Teams) do not support automatic labeling.
	Marker	Full-text search in comments added to markers: Marked as all of these: the search will return conversations where all phrases are matched Marked as any of these: the search will return conversations where at least one phrase is matched Not marled as any of these: the search will return conversations where none of the phrases are matched
	Silence ratio	The silence ratio in a conversation
	Talkover ratio	The talkover ratio of the conversation
	Longest Silence	The longest silence present in a conversation
Technical	Recording Server	The hostname of the server that recorded the conversation
	Media file name	The name of the stored media file
	Storage target	The current storage location of the media file(s)
	Source Platform	Defines which telephony / unified communications system the conversation was recorded on (Cisco, Sfb, Avaya, etc.)
	Secondary	Defines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording)
	CDR/Media Record	Defines whether the conversation is a Standard, CDR-Only or Media-Only record. CDR-Only and Media-Only records are used for trader voice recording.
	Elapsed Time Since Transcoding (UTC)	The time elapsed since transcoding in UTC timezone
	Time of Transcode (UTC)	The date and time of transcoding in UTC timezone
Metadata Fields	Custom Metadata Fields	Custom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added

Editing existing labeling rules

To edit an existing rule, select it from the rule list then modify any of the options described in the previous section. To apply the changes, click Save.

You can use the 'Delete' button to delete the rule.

At the bottom of the screen, you can find some additional properties for the rule (creation and modification dates) and you can also view a detailed change history by clicking the 'View Change History' link.