Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Table of Contents

Search Options

  1. The first parameter we need to set is the date range. This can be as small as a single day, and as wide as all dates with data.

...

Your Turn

To ensure we are searching through all the calls currently loaded in the system, select the “All dates with data” option.

2. Now that we have opened the date range to all calls in the system, we see 24,559 calls rather than the 1,519 calls we saw before (you may show a different number of calls here).

3. Now we need to refine our search by adjusting the sliders in this section.

...

Info

Calls below 1 minute 30 seconds provide little to no substantial value in analysis, and calls with low call clarity have less transcription accuracy.

Your Turn

Adjust the” Call Duration” to exclude calls shorter than 1:30.

Adjust the ”Agent Voice Clarity” and “Client Voice Clarity” to exclude calls with less than 70% clarity.

...

5. Next, we will take a look at the different search options in the “Term” section. Let’s find a call where the client is both frustrated and confused.

...

Your Turn

Let’s look for instances where a customer expressed that they were confused and frustrated.

First, select the “Client” option from the drop-down menu.

...

Phrases/Terms

Your Turn

Enter “frustrated” and “confused”, they will appear in the “Search Terms” section.

  1. Further to the right, there is an option to select between AND / OR.

  • AND: Results must contain all entered search terms.

  • OR: Results must contain at least one of the entered terms.

This defaults to AND, so we can leave on that.

...

2. The Search Terms “frustrated” and “confused” are in fact located in the call as indicated by the preview of the transcript. However, the terms we used limited the search too much due to variations of these terms like “confusing” or “frustration” not being included.

...

  • Frustrated

  • Frustrating

  • Frustration

  • Confusing

  • Confusion

...

Your Turn

Next, let’s try a different approach to locating calls of interest. Select the ”X” here to clear all search terms.

...

5. You could further refine the search by looking specifically at calls where the AI has determined Agent Emotion to have an overall negative score.

...

Your Turn

Try entering the phrases and filters as seen on the example; take note of how many results show in this section.

Once you’ve completed this, “X” out the search terms and return the Emotion filter to “All”.

...