Search Options
- Merryl Cepe
Analytics
The first parameter we need to set is the date range. This can be as small as a single day, and as wide as all dates with data.
Your Turn |
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To ensure we are searching through all the calls currently loaded in the system, select the “All dates with data” option.  |
2. Now that we have opened the date range to all calls in the system, we see 24,559 calls rather than the 1,519 calls we saw before (you may show a different number of calls here).
3. Now we need to refine our search by adjusting the sliders in this section.
Calls below 1 minute 30 seconds provide little to no substantial value in analysis, and calls with low call clarity have less transcription accuracy.
Your Turn |
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Adjust the” Call Duration” to exclude calls shorter than 1:30. Adjust the ”Agent Voice Clarity” and “Client Voice Clarity” to exclude calls with less than 70% clarity. |
4. Now we can see the results have been refined down to 6,258 calls.
5. Next, we will take a look at the different search options in the “Term” section. Let’s find a call where the client is both frustrated and confused.
Your Turn |
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Let’s look for instances where a customer expressed that they were confused and frustrated. First, select the “Client” option from the drop-down menu. |
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