Filters, Phrases, Terms

Let’s add some difficulty-related phrases to the “Difficulty” sub-category.

We will be looking for calls where the client is saying they are experiencing difficulty.

Your Turn:

Your Turn:

Select the “Difficult” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases:

difficult*
have trouble~2
having trouble~2

Your application should look like this now.

Let’s add phrases to the “Waiting” sub-category now.

We will be looking for calls where the client mentions that they have been waiting.

Your Turn:

Your Turn:

Select the “Waiting” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases:

been waiting~2
waiting hold~2
wait hold~2
been hold~2
been holding~2

Your application should look like this now.

Now let’s add Call Filters. These will ensure we only get results for the “Difficulty” and “Waiting” sub-categories if the call passes through the filter first.

Your Turn:

Your Turn:

Select “Call Filters” and ensure you have the drop-down selected to “Client”, and then add the following phrases:

call back~1
calling back~1

Your application should look like this now.

The idea here is that only calls where the client mentions call backs will move onto the next step of categorization into “Difficulty” and “Waiting.”

Your Turn:

Your Turn:

Lastly, let’s add a metadata filter to exclude any calls where the duration is too short or long.

There are a variety of metadata filters to choose from, but we will be using the ”Call Duration” filter this time. Set the filter to only allow calls between 0:30 and 20:00.

When you finish, click ”Add” to add the metadata filter

Metadata filters you add end up in the top section in green.

Your Turn:

Your Turn:

Now that we have phrases and filters, let’s learn how to download this phrase library.

Open the drop-down menu and select “Download Phrases.”

The downloaded .txt file contains the phrase for the current section only. You can upload this phrase library elsewhere if you wish and can edit the phrases manually directly in the .txt file as well.

Your Turn:

Your Turn:

Let’s try processing this application on some calls to see what results we get.

Click on the “ X “ to return to the applications page.