How to determine that agent speech recognition is working

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Troubleshooting Scenario

The Agent Answer Recognition toggle switch is set to Voice for a Call Target, and you need to determine whether the Speech Recognition feature is working. You may need to verify the functionality of the feature for one of several reasons:

To verify the feature is working as expected during integration or after enabling it for the first time
To investigate reports of the feature not recognizing agent voice when enabled
To report on the effectiveness of the feature after deployment

Log Statement

To monitor the results of the agent speech recognition, you will need to review logs from the Adhearsion framework that is used to implement the feature.

Note: Consult the Solution Delivery team to obtain the relevant logs, and be prepared to inform them of the client (Organization), Call Target, and timeframe in question.

The following excerpt from an Adhearsion log shows a failure to match the configured keywords. In this example, the word "piano" was detected, and it was not in the list. This excerpt also notes that Allow any Speech Recognition was not enabled, so this would not be considered an acceptable match.

[2021-05-27 15:59:35.668] INFO Adhearsion::OutboundCall: aa84cbe8-adc1-45d5-a707-2b444077edb1@127.0.0.1: Speech Recognition result: Allow any speech recognition is Disabled. Utterance: piano doesn't match with keywords confidence 99 for Call Request: 23c0117e5d7f201a CallTarget: 1 client: 3

Consult the table below for more information on the parameters in the log statement.


Parameter	Definition
OutboundCall	An identifier for the outbound leg of the call being logged
Speech Recognition result	Indicates whether Allow any Speech Recognition was enabled or keyword matching was required
Utterance	Lists the word(s) that were recognized and indicates whether or not a match was found with the configured keywords Includes the confidence level that was reached in recognizing the spoken word(s) Includes a Call Request identifier
CallTarget	A numeric value representing the Call Target to which the log statement applies
client	A numeric value representing the client (Organization) to which the log statement applies

For complete documentation on the Agent Answer Recognition feature, see How to configure speech recognition.