Managing a Site > Operator Management > Operators

Overview

There are two types of operators - non-speech operators and speech operators (specifically created to work with speech applications). The type of operator is determined by the type of operator group the operator belongs to. If the operator is placed in a non-speech operator group, he will NOT have any speech attributes. On the other hand, if the operator is included in a speech operator group, he will inherit that group's speech attributes (ex: the operator group's speech profile).

The "Operator Details" page focuses on the operator's identification, corresponding access rights and, if the operator is to work with speech applications, the operator's speech profile details. A speech operator includes specific speech settings identified as Comfort Settings. When a speech operator is created within an operator group, these comfort settings are inherited from the operator group's defined speech profile. If you, then, edit/customize the operator's comfort settings, the entered values are maintained, even if a new speech profile is assigned to the operator (in the profile or via the operator group).

Click Operators Button (in the Control Panel) and, in the resulting row below, select Operators Sub Module Button to open the "Operators" page.

Operators Page

Select the operator you want to view by clicking the operator's name (displayed in light blue). This opens the corresponding "Operator Details" page which includes several tabs (Properties, Info, Devices, Access Rights, and, if the operator is a speech operator, the Speech In, Speech Out and Misc Speech Settings tabs) and a "left panel".

By default, the "Operator Details" page opens in the "Properties" tab.

The "Operator Details" page offers a visual hint regarding the type of operator you have selected. If it is a speech operator, the operator icon will be different, it will have headsets. The non-speech operator icon is the same as the one displayed in the "Operators" page (without headsets).

The following images/explanations concern a speech operator because the corresponding "Operator Details" page displays all the options included in a non-speech operator profile as well as all the possible speech related options available.

The available information in all the speech related tabs of an "Operator Details" page depends on the selected speech profile (its enabled/disabled parameters and locked/unlocked options).

Ex: If the "Speech Output" setting of the selected speech profile is disabled, the operator using this profile will not have any information in the "Speech Out" tab of his profile (in the "Operator Details" page).

Even after having assigned a speech profile to an operator/operator group, you can define some of the values included in the speech related tabs, regarded as "comfort settings" (ex: "Recognizer Sensitivity", "TTS Speed", "TTS Volume"). Since they relate to the operator's unique speech characteristics, they will not change even if you apply a different speech profile to the operator/operator group. In other words, regardless of the assigned speech profile (global or local), the operator's speech comfort settings you have defined do NOT change.

Properties tab

Operator Details Page Prop Tab Login View

This tab displays the following information:

Login ID	The operator's identification number in the account. It is also necessary within MCL Operator Login - an optional application provided by MCL installed in the device being used by the operator. See MCL-Operator Login Application.
External Reference	The operator's identification in the customer's own management software system (ex: ERP or WMS systems). It can also be used in the non-speech version of the MCL Operator Login application. See MCL-Operator Login Application. When developing an application with MCL-Designer, you can use one of their system variables (X_USR_REF) to link the information you enter in this field to the application itself.
First Name	The operator's first name.
Last Name	The operator's last name.
Short Name	An alternative name to identify the operator. This information is used within MCL Operator Login (an optional application provided by MCL installed in the device being handled by the operator) to identify the logged in operator in App Desktop.
Spoken Name	The operator's name that is prompted to the operator in the speech dialog (ex: a welcome message).
Gender	The operator's gender.
Language	The language used by the operator in the application.
Speech Profile	The operator's associated speech profile. This field is only available for speech operators. If the speech profile has been set as an entity's default or custom profile, along with its name, you will view one of the following designations: <group profile> - The operator is associated to the speech profile set as default for the operator group he belongs to. Used in both levels of speech profile management (Global or Local). <account default> - The operator is using the speech profile set as default for the account. Only used within the Global Speech Profile Management. <site default> - The operator is using the speech profile set as default for the current site. Only used within the Local Speech Profile Management. <custom profile> - The operator was attributed a custom speech profile, meaning, a profile created specifically for him.
Notes	Free text field that can include information on the operator.

Info tab

Operator Details Page Info Tab View

This tab displays the following information:

Info 1 > 5

Internal information regarding the operator. The field labels can be customized to display something other than "Info...".

See "Editing Site Details" - Custom Labels tab.

When developing an application with MCL-Designer, you can use system variables to link the information you enter in these fields to the application itself.

Ex: If you use the X_USR_CUST3 system variable within an MCL Designer developed application, you can retrieve the information entered in this field.

Devices tab

Operator Details Page DevicesTab View

This tab displays the devices available to the operator:

Main Mobile Device(s)
Authorized Devices	All Devices: If this option is checked, it means that the operator can use all the site's devices. Specific Device: If this option is checked, it means that the operator can only use the device mentioned in the corresponding box.
Peripheral Device(s)
Peripheral 1 > 5	Information regarding peripheral devices being used by the operator. The field labels can be customized to display something other than "Peripheral...". See "Editing Site Details" - Custom Labels tab. "Peripheral 1" refers to the Bluetooth headset connection string (ex. <MAC Address>#<PIN Code>).

Access Rights tab

Operator Details Page Access Rights Tab No Voice View

This tab displays the following information:

Role	The operator's role within the application.
Password	The operator's login password to the system.
Access Dates	The period of time that the operator is authorized to access the application(s). If this field is not filled, the operator has no access time restrictions.

Speech In tab

Operator Details Page Speech In Out Tab View 0

This tab (as well as the "Speech Out" and "Misc Speech Settings" tabs) is only available if the selected operator is a speech operator.

If the speech profile you selected for the operator does not have "Speech Input" enabled, this tab will be blank. If the speech profile includes the Speech Input setting, the tab will display the corresponding values.

It displays the following information:

Voice Type

The available voice types are Auto, Neutral, Male, Female or Child. For most cases, the default value (Auto) is preferable.

This parameter is responsible for the filtering of the speech signal spectrum and its purpose is to optimize user speech decoding. When the voice type is set to "Auto", the system executes an adaptation, over time, to match the speech input signal. If you select another voice type (Neutral, Male, Female or Child), this progressive auto adjustment is bypassed, providing better initial performance. Defining the wrong voice type will affect speech recognition quality.

This parameter consists of pure front-end audio filtering and has nothing to do with phonemes or recognition algorithms.

The fine tuning starts each time the voice profile is loaded into memory.

Recognizer Sensitivity

(** Comfort Setting)

This setting is only visible if the speech profile you selected for the operator does not have this option locked OR if you have created a custom speech profile for this operator.

Recognizer sensitivity defines the general acceptance balance regarding recognized words. Its purpose is to match the operator's speech to the expected words. (Available values from -3 to +3).

When setting the recognizer sensitivity value, you must take the operator's speech level into account:

•a good speech -high energy/loud and clear word pronunciation.

•a poor speech -low energy and bad word pronunciation.

Also, consider the operator's environment and if the resulting background noise level can interfere with word recognition.

Ex: Too low recognizer sensitivity dismisses background noise but does NOT accept an operator's "poor" speech.

Low Sensitivity

High Sensitivity

Set to -1,-2

Less tolerant to poor pronunciation

Higher acceptance level

Forces the operator to speak accurately, avoiding bad inputs

Set to +1,+2

More tolerant to poor pronunciation

Lower acceptance level

Higher sensitivity for stronger accents

For non-native speakers

Possible settings based on general considerations:

Operator Speech Output	Recognizer Sensitivity Value
People who do NOT complain about repetitions	0
Non-native speakers	+1
Native speakers	-1

Fine tuning suggestions:

Operator Complaints

Value Corrections

For operators that are fine with recognition (low repetition) but have with complaints about insertion

Reduce the "Recognizer Sensitivity" value: from -1 to -3

Reduce "Speech Detection" (a -1 or -2 value) unless the operator has a low energy speech

For operators with complaints about repetition

Increase the "Recognizer Sensitivity" value: from +1 to +2

Increase "Speech Detection" (a +1 or +2 value), if the operator has a low energy speech

Speech Detection

(Aka Microphone Sensitivity)

(** Comfort Setting)

This option is only visible if the speech profile you selected for the operator does not have this option locked OR if you have created a custom speech profile for this operator.

It defines the "Speech Detection" levels that will "isolate" background noise from actual speech based on the received energy level. (Available values from -3 to +3).

A high speech sensitivity helps detect a low energy speech (operator with a soft voice) but it increases the risk of noise processing.

A low speech sensitivity reduces the risk of noise processing but requires a high energy speech (operator must speak loud and clear) for a good detection.

Low Sensitivity

High Sensitivity

Set to -1,-2

For operators with a loud or low pitch voice

Set to +1,+2

Faster speech detection

For operators with a light or high pitch voice

May lead to background noise insertions

For operators with a loud and clear voice, define a speech sensitivity value of -1 or -2.

Note that some words start with low energy (ex: words with an initial "sh" sound) which means they might not be detected if the speech sensitivity value is too low.

Feedback

Accepted Beep - If it is checked, it means the success beep is enabled. If it is not checked, the success beep is disabled.

Rejected Beep - If it is checked, it means the rejection beep is enabled. If it is not checked, the rejection beep is disabled.

** Comfort Settings - speech settings that relate to each operator's unique speech pattern (ex: "Speech Detection", "Recognizer Sensitivity") and can, therefore, be edited/customized to fit each operator, regardless of the assigned speech profile to the operator group.

When you assign a speech profile to an operator group for the first time, the operators inherit among other things, the values of the comfort settings that were defined in the speech profile. You can maintain those values or you can edit them to fit each operator's speech. Once you edit those comfort settings within an operator's profile, they will no longer be affected by the assignment of other speech profiles. The only way to change those comfort setting values, will be to edit the intended operator profile (in the "Operator Details" page).

To edit Comfort Settings, see Editing Operator Details (the "Speech In" and "Speech Out" tabs).

A "custom" speech profile is an exception to be used in specific cases because the profile is designed to only suit the operator it is created for.

Operator Details Page Speech In Out Tab View

These are the additional options. Check the table above for information on the other options (Voice Type; Recognizer Sensitivity, Speech Detection and Feedback).

Speech Input

If this option is checked, the custom speech profile enables the use of an input language. This activates options related to input speech parameters.

If it is NOT checked, the input language is NOT enabled and all input speech related options are disabled.

Speech In Language

The language used by the operator to interact with the speech application (input language).

Speech In Accent

The accent file that stores the fine tuning of speech recognition (speech transcriptions for the original spoken word).

Speech Out tab

Operator Details Page Advanced Voice Settings Tab View 0

This tab (as well as the "Speech In" and "Misc Speech Settings" tabs) is only available if the selected operator is a speech operator.

If the speech profile you selected for the operator does not have "Speech Output" enabled, this tab will be blank. If the speech profile includes the Speech Output setting, the tab will display the corresponding values.

It displays the following information:

Default Values
TTS Speed	The speed used by the TTS (text to Speech) engine. (** Comfort Setting)
TTS Volume	The speech volume used by the TTS (text to Speech) engine. The TTS Volume parameter affects the Synthesizer channel only (TTS). (** Comfort Setting)
Global Volume	The global volume sets the volume of all channels (recognition/rejection beep, application beep, TTS, wave player, etc.). (** Comfort Setting)

** Comfort Settings - speech settings that relate to each operator's unique speech pattern (ex: "TTS Speed", "TTS Volume", "Global Volume) and can, therefore, be edited/customized to fit each operator, regardless of the assigned speech profile to the operator group.

To edit Comfort Settings, see Editing Operator Details (the "Speech In" and "Speech Out" tabs).

If the operator is associated to a "custom" speech profile, additional speech related options are visible. This is due to the fact that there are no inherited parameters from a speech profile, all the speech settings were created in the operator's profile. A "custom" speech profile is an exception to be used in specific cases because the profile is designed to only suit the operator it is created for.

Operator Details Page Advanced Voice Settings Tab View

These are the additional options. Check the table above for information on the other options (the Default Values).

Speech Output	If this option is checked, the custom speech profile enables the use of an output language. This activates options related to output speech parameters. If it is NOT checked, the output language is NOT enabled and all output speech related options are disabled.
Speech Out Language	The language the operator will hear from the device (output language).
Primary Voice	The primary language the operator will hear from the device.
Secondary Voice	The secondary language that the operator will hear from the device. This is optional and only available if you have previously defined more than one compatible TTS language.

Misc Speech Settings tab

Operator Details Page Misc Speech Sett Tab View 0

This tab, which is only available for speech operators, displays the following information:

Adaptation Process	This option does NOT apply to operators running MCL-Voice V4 applications. For operators handling MCL-Voice V3 applications, consider the following: If the option is checked, the operator will use adaptation. If the option is unchecked, the operator will NOT perform an adaptation. Although adaptation is not considered a comfort setting, it has the same purpose - to take the operator's unique speech traits into consideration so that the speech recognition performance improves. See Adaptation. The speech profile you associate to an operator group can have an enabled/disabled adaptation and this may or may not affect the operator’s adaptation related options. Operator profiles that have been created after having assigned a speech profile to their operator group, inherit the speech profile’s adaptation choice. Operator profiles that predate the speech profile’s assignation to the operator group are not affected by it. The previous adaptation decision overrides the one from the speech profile.
Adaptation Status	This option does NOT apply to operators running MCL-Voice V4 applications. For operators handling MCL-Voice V3 applications, consider the following: "Done" refers to the speech profile adaptation performed by the operator. If there is no adaptation, the field is blank. See Adaptation.
Adaptation Date	This option does NOT apply to operators running MCL-Voice V4 applications. For operators handling MCL-Voice V3 applications, consider the following: Refers the date of the most recent adaptation process performed by the operator. See Adaptation.
Speech Logging	If this option is checked, logs concerning speech dialog will be generated by the device every time the operator logs in. After logout, those logs are sent to the MCL-Mobility Platform account. If the option is not checked, the operator's speech performance will not generate logs.
Log until	When the logs stop being generated.

If the operator is associated to a "custom" speech profile, additional speech related options are visible. This is due to the fact that there are no inherited speech parameters, all the settings were created in the operator's profile. A "custom" speech profile is an exception to be used in specific cases because the profile is designed to only suit the operator it is created for.

Operator Details Page Misc Speech Sett Tab View 1

This is the additional option. Check the table above for information on the other options (adaptation and log related options).

Technical Profile

The Technical Profile ( a configuration file, provided by MCL, that allows for the fine tuning of the MCL-Client behavior) that is associated to the operator's "custom" speech profile.

"Left Panel"

The left side of the page also displays information:

	Operator Icon	represents a speech operator. represents a non-speech operator.
	(in blue)	The operator's name (first and last).
	Reference	The MCL-Mobility Platform's internal reference for the operator.
	Created	When the operator profile was created.
	Last Updated	When the operator profile was last updated.
	Login ID	The operator's identification number in the account.
	Operator Group	The operator group the operator is included in.
	Role	The operator's role within the application.
	Login Status	Informs if the operator is logged in or out of the system and when the operator has logged in. Possible login statuses: "in + date", "out"; "Never logged".
	Device	The device being used by the operator. If you click it, you access the corresponding "Device Details" page. See Device Details.
	Application	The application the operator has logged in. If you click it, you access the corresponding "Application Details" page. See Application Details.

If you want to edit the details of an operator, click to set the corresponding "Operator Details" page to "edit mode". For more detailed information, see Editing Operator Details.

Available Operations

The "Operator Details" page also provides access to certain operations regarding operators:

To move an operator profile to another operator group, use . For more detailed information, see Moving an Operator.

To change the operator's status, use . For more detailed information, see To Change an Operator Profile's Status.

To view the operator's login history, click to open the corresponding "Operator History" window. For more detailed information, see Detail of Operator History window below.

Detail of Operator History window

This window presents the operator's login and log out history.

Operator History Window

Operator History navigation

You can control the information that is displayed. To do so, use the following:

You can filter the information available by focusing on a specific period of time. By default, the displayed information regards the current day. To establish a different time frame for the displayed information, you can enter the date(s) in the corresponding box (DD/MM/YYYY), use the arrows or select the date(s) with the use of the calendar:

1. Click the corresponding to open a calendar.

Device History Calendar

2. Select the appropriate date. Use the <</</>/>> to navigate the months/years.

If you want to clear any information, click .

If you want to select the current date, click .

If you want to exit the calendar, click .

3. Click and the information is viewed on the corresponding box.

Use these buttons to control the amount of listed items displayed per page. Click the appropriate button.

Use the search box to filter the information:

a. Enter what you want to search for.

b. Click or press <ENTER> in your PC keyboard to initiate the search.

c. To conclude the search operation, empty the search box and click or press <ENTER> in your PC keyboard.

These navigation buttons are only active, if the listed items are spread over more than one page. Use these buttons to navigate between pages.

Click to exit the window and return to the "Operator Details" page.

Available operations in Operator History window

Click this button to refresh the displayed information.

Click this button to download the information included in the "Operator History" window.

The conclusion of this operation depends on the web browser used. You should be able to save the file in your local computer or open it directly after the download.

To view the operator's Voice Logs, click to open the corresponding "Voice Logs" window. For more detailed information, see Detail of Voice Logs window below.

Detail of Voice Logs window

Voice Logs Window

Use this operation to view the Voice Logs that are generated during the operator's speech application sessions.

Voice Logs navigation

You can control the information that is displayed. To do so, use the following:

Use the search box to filter the information:

a. Enter what you want to search for ("Filename" and/or "Device Name" information).

b. Click or press <ENTER> in your PC keyboard to initiate the search.

c. To conclude the search operation, empty the search box and click or press <ENTER> in your PC keyboard.

Available operations in Voice Logs window

Click this button to download the selected voice log file(s) included in the "Voice Logs" window.

Click to exit the window and return to the "Operator Details" page.

To view the operator's Voice Dialog, click to open the corresponding "Voice Dialog" window. For more detailed information, see Detail of Voice Dialog window below.

Detail of Voice Dialog window

Voice Dialog Window

The Voice Dialog window displays information regarding the interface between speech operator and speech application.

Operator	The operator's name and operator ID.
Time	When each interaction occurred.
Lap (Sec)	The time elapsed between each response.
Data	The actual words of the interaction. The icons to the left of each interaction identify the speaker: The speech application. The speech operator.
Score %	The percentage refers to a recognition score based on the speech engine's statistical calculations.
Info	Information regarding an operator's response with a difficult or failed level of speech recognition.

Voice Dialog navigation

You can control the information that is displayed. To do so, use the following:

Use this drop-down (located on the window's top left corner) to select a specific session by date/time. It includes the existing voice dialog sessions.

Use this button to view the application/operator interactions that occurred during the time frame indicated in the button. Each button represents one hour.

Ex: If the button is clicked, it will display all the interactions that occurred from 08:00 to 8:59.

Use the search box to filter the information:

a. Enter what you want to search for ("Filename" and/or "Device Name" information).

b. Click or press <ENTER> in your PC keyboard to initiate the search.

c. To conclude the search operation, empty the search box and click or press <ENTER> in your PC keyboard.

Click to exit the window and return to the "Operator Details" page.

To reset an adaptation, use . This button is only active/visible under the following conditions:

•The operator must have performed an adaptation (while running MCL-Voice V3 applications). For more detailed information, see Adaptation.

•The operator must be logged off.

•The site user accessing the operator's "Operator Details" page must have the appropriate access rights, meaning, "Advanced Access Rights" (see Site User Details Access Rights).

•The "Operator Details" page cannot be in "edit mode", it must be in "view mode".

The reset of the adaptation data only affects operators handling MCL-Voice V3 applications.

Step-by-step

1. Open the selected operator's "Operator Details" page (the operator must NOT be logged in).

2. Click .

Reset Adaptation Confirmation

3. Click to conclude the operation.

At this point, the button disappears from the header of the "Operator Details" page and the corresponding information in the "Misc Speech Settings" tab ("Adaptation Status" and Adaptation Date" fields) disappears.

When the operator logs in again, he will be asked to execute a new adaptation.