Creating a connection

You can upload a two-channel audio or text chat to SpeechSense connections. To create a connection, you need either the Admin or Editor role for the space.

Creating a connection for an audioCreating a connection for an audio

1. Open the SpeechSense home page.

2. Go to the appropriate space.

3. In the top-right corner, click More →  Create connection.

4. Name the new connection and, optionally, enter a description.

5. Select the Two-channel audio data type.

6. Under Agent and Customer:

   1. Specify the agent's voice and customer's voice track numbers.

   2. Specify agent and customer keys from the metadata file. This file contains the call information collected from CRM systems, PBXs, or other sources.

      By default, connections include keys with the name and ID of the agent and customer. In the Name in the system field, enter a name for the key to display in SpeechSense. You can also add a description, if required.

      To specify additional metadata for the agent and the customer, click Add key.

7. Under Shared metadata, provide the keys from the metadata file that are not related to the agent or the customer.

   By default, connections include keys with the date, direction, and language of the call. In the Name in the system field, enter a name for the key to be displayed in SpeechSense. You can also add a description, if required.

   To specify additional metadata, click Add key.

8. Click Create connection.

Creating a connection for a chatCreating a connection for a chat

1. Open the SpeechSense home page.

2. Go to the appropriate space.

3. In the top-right corner, click More →  Create connection.

4. Name the new connection and, optionally, enter a description.

5. Select the Chat data type.

6. Under Agent, Customer, Bot, specify the keys from the metadata file. This file contains the dialog information collected from chats, CRM systems, or other sources.

   By default, connections include keys with agent's, customer's, and bot's names and IDs. In the Name in the system field, enter a name for the key to be displayed in SpeechSense. You can also add a description, if required.

   To specify additional agent, customer, and bot metadata, click Add key.

7. Under Shared metadata, provide the keys from the metadata file that are not related to the agent, customer, and bot.

   By default, keys with date, direction, and dialog language are added to the connection. In the Name in the system field, enter a name for the key to be displayed in SpeechSense. You can also add a description, if required.

   To specify additional metadata, click Add key.

8. Click Create connection.