This report shows the top 100 words or phrases spoken by customers, ranked by the number of times that the word or phrase appears in the dataset.
Switch between showing single words or 2 and 3 word phrases using the Top Level Word Type filter.
The chart shows how many times the word or phrase was spoken and the per cent of calls in which the word or phrase appears.
Select any word or phrase to show the calls in which the word or phrase appears.
The table lists the calls in which the word or phrase appears.
You can sort the table by selecting any of the column headings:
Filename
Duration (in minutes)
Count: number of words for phrases that is included in the call.
URL: link to Wordbench or a deep dive analysis
Selecting a call within the table will highlight the top 100 words or phrases included in the call:
Note: The left-hand chart only shows the Top 100 phrases but the Count column in the table shows all phrases including those outside the Top 100. Hence, the Count number may be greater than the number of phrases shown in the chart.
The panel on the right of the report shows an alphabetical list of words or phrases and provides a search feature to quickly locate a particular word or phrase.
If “Words” is selected from the Top Level filter, then further filtering is provided by word type. Hold down the CTRL key to select multiple categories.