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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.
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✅ Your Turn |
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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).
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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.
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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.
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✅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.
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Phrases/Terms
✅ Your Turn
Enter “frustrated” and “confused”, they will appear in the “Search Terms” section.
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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.
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2. The Search Terms
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“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.
You could include all the variations of the terms manually, or you could use a special character to be more inclusive.
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3. Changing the terms to “frustr*” and “confus*” has expanded the results to 6 calls by making use of the wildcard special character which allows any variations of words that start with “frustr” and ”confus”.
Examples seen in the results:
Frustrated
Frustrating
Frustration
Confusing
Confusion
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✅ Your Turn
Next, let’s try a different approach to locating calls of interest. Select the ”X” here to clear all search terms.
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Special Characters
Other special character you may find useful are listed here.
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