Conversation Search

Conversation Search provides the functionality to search your interactions for key words and phrases.

This search can be based on the agent side of the conversation, the client side of the conversation, or both.

Search results can be filtered based on:

• Emotion

• Gender

• Team name

• Call duration

• Overtalk

• Call silence time

• Voice clarity

• QA Scores

Use the drop down box to search the agent conversation, the client conversation, or select Speaker to search both.

Enter the key words or phases in the search box

Continue to add additional words or phrases if required.

Words and phrases entered will appear in the Search terms box.

Select AND if all words and phrases have to be present in the transcription.

Select OR if only one of the words or phrases have to be present in the transcription.

Use the filters in the left-hand pane to further refine the search results.

Selecting the filename of a particular interaction will open a new tab where you can review the interaction in detail, including listening to the call and reading the transcript.

On the far right-hand side is an arrow that Hides/Unhides further details about the interaction.

An AI generated summary will be provided for the interaction (additional subscription required).

Transcript section displays the transcription and allows you to playback the recording.

Selecting any part of the transcription will jump the playback to that part of the recording.

The Analysis section provides the overall score for the interaction and a breakdown by category.

Expanding the categories will display the questions that passed or failed.

Scores for any custom applications will be shown in this section.

The Comments section is a free text field where comments can be added.

Selecting inside the box will show previous comments that have been added.