Configure Ignored Phrases

You can select text you want to be ignored when interactions are analyzed for sentiment and categorization. For example, you may want Interaction Analytics to ignore email signatures as it analyzes your transcripts. You can add the text by selecting it directly from a transcript, by adding text directly to the Ignored Phrases page, or by uploading the text in a CSV file. The text is then no longer analyzed and annotated in your data analysis.

Find and Save Phrases to be Ignored

Required permission: Interaction Analytics Edit

Image of the ignored phrases dialog

  1. Drill down in a widget to the Show Interactions window.
  2. Click an interaction to open the transcript.
  3. Using your mouse, highlight the text you want to ignore.
  4. Select the Ignored Phrases option at the top of the window that appears.
  5. Modify the text to ignore as needed.
  6. Click + to add more phrases you want to ignore and click Enter.
  7. Click Save to add the phrase to the list and continue working where you are.
  8. To go to the Ignored Phrases page from here, click Go to Ignored Phrases.

Configure Ignored Phrases

Required permission: Interaction Analytics Edit

Image of ignored phrases page

  1. Click Language Model in the left navigation menu.
  2. Click Ignored Phrases.
  3. If your organization uses more than one language with Interaction Analytics, the language you are currently using appears near the top right of the page. If you need to work on phrases in another language, return to the Language Profile page and select a language from the drop-down.
  4. To add new text, click in the text field and enter the phrases you want to add. Each new phrase must consist of at least two words. Press Enter.
  5. To remove existing text, click the X to the right of the text.
  6. If you have the Edit permission, click Save.

  7. If you have the Admin permission and want to reprocess all your transcripts with the updated information, return to the Language Model Page and click Update Data.

    Reprocessing all of your company's data can take a long time. You should finish making any additional updates you want to custom sentiment, the company profileClosed Page in Interaction Analytics where you can create custom entities., ignored phrases, or other Language Model settings, before you click Update Data to save and reprocess.

    You can view the reprocess status at the bottom of the left navigation menu.

Upload a CSV File

Required permission: Interaction Analytics Edit

If you have the Edit permission, you can upload a CSV file with updated phrases to be ignored. You cannot apply the changes. You must have the Admin permission to reprocess and update existing transcripts.

  1. Open a text editor like Notepad and type the phrases you want Interaction Analytics to ignore. Separate each phrase with a comma. Duplicate entries are ignored, including duplicates of phrases that were added previously. Save the file with a CSV extension to your computer.
  2. Click Language Model in the left navigation menu.
  3. Click Ignored Phrases.
  4. Click Upload File.
  5. In the Update Ignored Phrases window, click Choose File.
  6. Browse your computer to locate the CSV file you created. Select the file and click Open.
  7. Click Upload.

  8. If you have the Edit permission, click Save.

  9. If you have the Admin permission and want to reprocess all your transcripts with the updated information, return to the Language Model Page and click Update Data.

    Reprocessing all of your company's data can take a long time. You should finish making any additional updates you want to custom sentiment, the company profileClosed Page in Interaction Analytics where you can create custom entities., ignored phrases, or other Language Model settings, before you click Update Data to save and reprocess.

    You can view the reprocess status at the bottom of the left navigation menu.