Keywords Widget

Required permissions: Interaction Analytics View

The Keywords Widget displays a word cloud with keywords and phrases with the largest numbers of occurrences. The Keywords Widget is different from the What People Are Talking About Widget, which shows data for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants.. The Keywords Widget does not consider context or the meaning of keywords.

Watch this short training video to learn more about this widget.

View Details about a Keyword

You can hover your cursor over a word or phrase in the chart to see how many times it appears in interactions in the dataset.

Filter by Keywords and Phrases

You can include, exclude, or hide data related to specific keywords and phrases in the chart. You can also use the dashboard filter pane (indicated by a funnel in the top right corner of your screen) icon to filter any widget Graphical representation of data that meets specified filter criteria. .

To view data only from interactions that mention one of the keywords or phrases, click the term and select Include. The chart refreshes to display the filtered data.
To view data only from interactions that do not mention one of the keywords or phrases, click the term and select Exclude. The chart refreshes to display the filtered data.

Clicking Include or Exclude affects the whole dataset, not just the interactions displayed in the widget.

To hide a keyword or phrase from the chart without affecting the data displayed, click the word or phrase and select Hide Term. The word or phrase disappears from the chart, but the widget still displays other data from interactions that mention the word or phrase.

Remove Filters Applied in the Widget

Remove Filters to Include Keywords and Phrases

Click the keyword or phrase in the chart you would like to remove the filter from.
Select Remove Filter.

Remove Filters to Exclude Keywords and Phrases

Open the dashboard filter pane (indicated by a funnel in the top right corner of the widget or your workspace) and click the Keywords and Phrases drop-down.
To remove all filters, click the reset icon to the right of the word Keywords and Phrases. To remove individual filters, clear the checkbox to the left of each keyword or phrase.

Display Hidden Keywords and Phrases

Click Options in the top right corner of the widget, and select Hidden Terms.
In the Hidden Terms window, click the gray X beside each term you want to display in the chart again. To display all hidden terms you can click Remove All Hidden terms.
Click Close.

View Interaction Details

When you click a keyword on the chart, you can select Show Interactions to open the Interactions Widget in a new window. The window will only display interactions containing the chosen keyword. For example, if you click the keyword "sorry", the Interactions Widget opens to display all interactions that mention the word "sorry".

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

Viewing transcripts.
Listening to call recordings.
Highlighting selected items.
Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Keywords Widget Settings

You can modify the Keywords Widget settings to:

Apply filters.
Change the name of the widget in the workspace Named view of one or more widgets..
Change the color of the keywords.
Change the number of keywords that appear in the widget.

Change the Title of the Widget

Click Options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget

Click the three stacked dots in the top right corner of the widget.
Click Settings.
Click Widget Options to open the drop-down.
If you want to change the base color of the keywords in the widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color you want to use in the text box.
If you want to change the number of keywords that appear in the widget, click the Number of Keywords drop-down. Select the number of keywords you want to display. You can choose 10, 20, 30, 40, or 50.
Click OK.