Trending Words & Phrases Report

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.

Hover over any word or phrase for more details or select the word or phrase to list 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:

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.