Practical Exercise

In Session

Your Turn

Your Turn

You have learned how to use ad-hoc searches to locate calls.

It’s time to put your knowledge to use.

Open three tabs, and use the ad-hoc search section to locate calls where customers are:

The qualities of each type of customer are described on the right.

Satisfied Customers:
- Mention positive phrases related to satisfaction, happy, or glad
- Do not mention phrases like confused or frustrated
Confused Customers:
- Mention phrases like confused, confusion, or ”not getting it”
- Do not mention phrases like satisfied or happy
Frustrated Customers:
- Mention phrases like frustrated, angry, or upset
- Do not mention phrases like satisfied or happy

Your Turn

Your Turn

You have proven you understand how ad-hoc searches work, now it’s time to build and manage an application.

Create a Word Bench application that meets the requirements listed to the right.

You will then process the application for a minimum of two weeks of calls.

Top-level category requirements:

Four top-level categories named:

Sub-category requirements:

Each of the four top-level categories have four sub-categories named:

These sub-categories must include a minimum of ten phrases; keep in mind how these words are used in speech.

Ex. “happy” would capture “not happy” so you may need to exclude certain phrases

Your Turn

Your Turn

Now that you have built and processed a minimum of two weeks of calls through this application, let’s review the application results!

Top-level category requirements:

Four top-level categories named:

Sub-category requirements:

Each of the four top-level categories have four sub-categories named:

These sub-categories must include a minimum of ten phrases; keep in mind how these words are used in speech.

Ex. “happy” would capture “not happy” so you may need to exclude certain phrases