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Using Search with Interaction Analytics

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With the Search feature in Talkdesk Speech Analytics, you can look for familiar keywords, apply filters and analyze trends over time. When you are all set, create a saved Search and re-use query parameters, saving you precious time at a later stage.

When accessing Search, you will see the following:

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1. The keywords search bar where you can look for a specific word or expression [1].

2. You have different criteria when searching across multiple keywords [2]:

a. And: Defines that all keywords must be found within the same transcription.

b. Or: Defines that any of the keywords can be found on any transcription.

3. Use the Search button [3] to start the search.

4. Default view [4]: Displays the search results with their respective metadata.

5. Trend view [5]: For analyzing keyword trends over time (the current limit is the last three months of data).

6. Click on Saved to see the list of previously saved searches [6].

7. Choose Export [7] to save data.

8. Select the Filters button [8] to access all the filters that are applicable to a given search.

 

After a search is made, you will see the following on the screen:

2-search_results.png

1. Transcription [1] where the keyword has been found.

2. Contact metadata [2].

3. Transcription timestamp [3].

4. Interaction ID [4] (click on it to copy).

5. Interaction channel [5].

6. Interaction start date [6].

7. The entire interaction transcription that you can access by selecting View transcription [7].

8. Play audio [8] button to hear the transcription.

9. The Save search option when you’re done [9].

 

Transcription card

After selecting an audio file, you can see the following:

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1. The transcription [1] that was visible in the search results, automatically presented when you open the transcription card via an auto-scroll capability.

2. Sentiment annotation [2] related to each sentence in the transcription card.

3. Overall contact sentiment [3] for the entire interaction.

4. Quick-search input box [4] that allows you to quickly search for keywords inside the interaction.

 

Trend view

After clicking on the Trend view icon, you can view detailed information:

4-trend_view.png

1. Trend view title [1]: The searched keywords will be shown here (can be more than one).

2. Trend line [2]: Represents the number of mentions to the keyword over the past three months.

3. View controls [3]:

a. Zoom in.

b. Zoom out.

c. Selection zoom (click and drag to select section).

d. Panning (drag left and right to change period).

e. Reset zoom.

 

Filters

To apply one or several filters on a transcription, please do the following:

5-filters.png

1. Define what is the Timeframe [1], i.e. the time range that should be used to perform the search.

2. Select one or more “Ring group(s)” [2] to search for keywords in interactions that have been answered by an agent that belongs to a specific ring group (or several).

3. Choose if the keyword should be searched for within sentences mentioned by All, the Agent, or the Contact [3].

 

Saving a Search

To keep a specific search on Speech Analytics, follow these steps:

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1. Write a name for the search [1].

2. Click Save [2].

3. To undo the saving process, select Cancel [3].

 

Loading a saved search

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1. Click on Saved [1] to open the list of saved searches.

2. The list of Saved Searches [2] will appear. Select one to run immediately (including any filters associated with it).

 

Updating a saved search

Whenever you do any changes to a saved search (either by changing the filters or by adding/removing keywords), you can update it to include the latest changes, as per the example below.

8-update_saved_search.png

1. The updated keywords [1] (the keyword “bye” was added).

2. The outcome of the search that was loaded [2] (the “*” symbol signals that there are unsaved changes to the saved search).

3. Click on Update search to save the changes.

 

Dismissing and deleting a saved search

When you run a saved search, you can “Dismiss” or “Delete”:

9-dismiss_delete_saved_search.png

1. Click on the More Options button [1]. A drop-down will appear:

a. Select Dismiss [2] to keep the search keywords and filters in place, except for the link to the Saved search.

b. Choose Delete [3] to erase the loaded saved search.

For additional support, please reach out to your Customer Success Manager or Talkdesk Support.

 

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