Configuring Sampling Profiles

Sampling profile feature allows the Enterprise Archive user to efficiently monitor a selected percentage of participants/groups based on certain conditions and filters that can be set as per the user's preference. The sampling profiles that are created are used during queue creation to assist in better sorting of participants/groups from the available corpus.

Note

It is not mandatory for the user to use sampling profiles to filter participants/groups. Random selection will be employed if no sampling or policies are applied.

Figure 41: Sampling Profile Workspace

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Sampling Profile Features

Creating a sampling profile involves taking the following factors into consideration.

Name: Enter a valid name for the sampling profile being created.

Daily Quota: Daily Quota setting allows the user to apply filtering based on individual participants/entire queue corpus and further filter by Network and direction of communication. The individual components of the Daily Quota settings are:

Setting

Parameter

Description

Apply By

Supervised Participants and Expanded Groups

The daily quota percentage will first be applied on Supervised Participants that have been added to the Queue, and then on the expanded participant list from the Groups. This selection will include both supervised participants and participants from the expanded groups. This would mean no exclusion of participants from the expanded groups.

Supervised Participants and Unexpanded Groups

The daily quota percentage will be first be applied on the Supervised Participants that have been added to the Queue, and then on whole entire (unexpanded) Groups. This selection will include both supervised participants and unexpanded groups only. This would mean exclusion of some participants from within the expanded groups.

Across Queue

The daily quota will be applied as a random selection of the set percentage across Supervised participants and unexpanded groups. This selection could include either supervised participants only or groups only or both.

Configure

By Individual Network/Direction

Select this option to filter communications based on individual networks, and direction of communication.

Use same value as across Network/Direction

Select this option to use a fixed percentage across all the networks and direction of communication.

Note

Selecting the Use same value across Network/Direction option will disable the Communication Directions options as a common value will be used across networks and direction of communication.

Communication Direction: Selecting Individual Network/Direction will enable the user to apply filtering based on individual networks that are available or all networks. On applying the daily quota, the conversations can now be further filtered based on their direction of communication as explained in the following table.

Communication Type

Description

Internal Only

All supervised participants are internal only or there are no external participants.

External Inbound

There is a mixture of supervised users (internal) and external participants. The from participants are external only.

External Mixed Outbound

There is a mixture of supervised users (internal) and external participants. The from participants are internal only and there are more than one internal employees in the communication.

External Only Outbound

There is a mixture of supervised users (internal) and external participants. The from participants are internal only and there is only one internal employee in the communication.

External Bidirectional

There is a mixture of supervised users (internal) and at least one external participant. The communication type has no identifiable initiator to determine a direction.

Selection of Communications: This filter is applied to communications that have been filtered by the Daily Quota settings. Select from the following list of options:

Note

Random communications are selected only from those communications that have not matched any of the policies for the Queue.

Selection of Communication Type

Description

Totally Random

Select this option to fill up the queue with completely random selections of communications up to the daily quota.

Policy Hits first and then Random

Select this option to fill up the queue with communications that match the policies that have been set. In case the daily quota has not been filled up, a random selection of communications will be applied.

Split between Policy Hits and Random

Select this option to specify a fixed percentage of the Daily Quota to include communications that match the polices. The random percentage field will auto populate the remaining percentage to fill up the queue with random communications that are not matched by the policies.

100% Policy Hits plus Random

Select this option to ensure the Daily Quota contains all communications that matched the policies that have been set and fill up the queue with random selections from the Daily quota setting.

Sender/Recipient Filtering: This filter if selected will be applied to the communications before they have been filtered by the Daily Quota and Selection of Communications filters. Select from the following options.

Sender/Recipient Filtering Type

Description

Internal only as a sender

Select this option to include communications that contain the supervised users (internal) as the from participant.

Internal only as a recipient

Select this option to include communications that contain the supervised users (internal) as the to participant.

External mixed outbound as a sender

Select this option to include communications that contain both supervised users (internal) and external participants. The from participants are internal only and there are more than one internal employees in the communication.

External mixed outbound as a recipient

Select this option to include communications that contain both supervised users (internal) and external participants. The to participants are internal only and there are more than one internal employees in the communication.

External only outbound as a sender

Select this option to include communications that contain both supervised users (internal) and external participants. The from participants are internal only and there is only one internal employee in the communication.

External Bidirectional

Select this option to include communications that contain the supervised user (internal) and at least one external participant. The communication type has no identifiable initiator to determine the direction.

External Inbound

Select this option to include communications that contain a mixture of supervised users (internal) and external participants. The from participants are external only.

Note

The Sender/Recipient filtering options are not mandatory to create a Sampling Profile.

Adding a Sampling Profile

Perform the following steps to add a sampling profile:

  1. Enter a valid name in the Name field.

  2. Set the Daily Quota based on the following options:

    1. Apply By

      1. Individual Participant

      2. Across Queues

    2. Configure:

      1. By Individual Network/Direction

      2. User same value across Network/Direction

  3. Set the individual filtering percentage for the networks based on the direction of communication. Choose from the following options

    1. All Networks

    2. Select Networks

    3. Delete Selected

  4. Choose from the following options to configure selection of communications:

    1. Totally Random

    2. Policy Hits first and then Random

    3. Splits between Policy Hits and Random

      1. Policy Hits

      2. Clear Random Hits

    4. 100% Policy Hits plus Random

  5. Select the Sender/Recipient filtering options:

    1. Internal only as a sender

    2. Internal only as a recipient

    3. External mixed outbound as a sender

    4. External mixed outbound as a recipient

    5. External only outbound as a sender

  6. Click Save to create a sampling profile.