Search

Minimum Required permission: Interaction Analytics View

The Search page allows you to search across all your data without being restricted by datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. or categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. You can search for specific keywords/phrases, segment IDs, contact IDs, team names, or agent names. You can also filter your search by date, language, channel, and other metrics.

The page includes a graph that illustrates trends in interactions over time. The Matching Interactions widget displays interactions that match your search criteria. You can drill down into individual interactions within your search results to learn more.

You can sort the columns in the widget Graphical representation of data that meets specified filter criteria. to customize how they display. To do so, click Columns on the right side of the widget and select the boxes for the metrics you would like to view. Click Columns again to close the window.

Filter Your Search

You can filter your search by date range, language, channel, and several other metrics. You can hide the filter options by clicking Filters in the top-right corner.

To remove a filter, click the x next to it, then click the magnifying glass icon . You can also click more options > Reset Widget Filters on an individual widget.

You can enter keywords or phrases into the search bar and click the magnifying glass icon to filter for interactions that only use certain terms. You cannot enter the following characters in the search bar: ' [ ] { } < >. If you enter multiple terms or phrases into the search bar, only interactions that include all the entered terms display. Unless, you want to search for interactions that include multiple terms at once, the Keywords and Phrases filter may be more helpful to use instead. The Keywords and Phrases filter allows you to apply more rules such as exact match and proximity.

1. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

2. Select a Language to filter interactions by. Using this filter is required if you are using more than one language. The language will default to your system's default language.

3. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter.

4. Click the filter you just added to finish configuring the filter options.

   Learn more about filter options

   Filter	Details
   Channels	Filters data by channels used by your organization. Supported channels include: Inbound and outbound Voice Omnichannel Chat Omnichannel Email
   Frustration	Filters data based on whether the contact was frustrated Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.. Select one of the following Frustration options: Frustrated: Only displays interactions where the client (contact The person interacting with an agent, IVR, or bot in your contact center.) was frustrated. Not Frustrated: Only displays interactions where the client was not frustrated. Note that frustration is different from negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else. Frustration cues show that a contact is upset. For example, frustration cues could include words or phrases like , "I'm very angry."
   Readability	Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns confidence ratings to transcripts based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating: High: Only displays interactions with transcripts that are easier to read. Low: Only displays interactions with transcripts that are more difficult to read. Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.
   Resolution	Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options: Resolved: Only displays data for resolved interactions. Unresolved: Only displays data for unresolved interactions.
   Keywords and Phrases	Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. You can choose to view data from only the agent side, only the contact side, or both sides of interactions. If you only filter for one side of interactions, you can still see both sides when you drill down to the transcript view. Select one of the following options: Keywords and Phrases - Agent: Only displays agent data. Keywords and Phrases - Client: Only displays client (contact The person interacting with an agent, IVR, or bot in your contact center.) data. Keywords and Phrases: Displays both agent and client data. Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down: Have: Displays data for interactions that mention the word or phrase you enter. Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter. Not have: Only displays data for interactions that don't mention the term you enter. Select one of the following options from the Matching drop-down: Exact: Only displays interactions that include the term or phrase exactly as you enter it. Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on. If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to eight words between them. The default is 0. For example, the phrase speak manager with a proximity of 2 would capture the phrases speak to a manager, speak with your manager, and so on. Tip: Including commas and apostrophes in your search can affect your results. To avoid this issue, set a Proximity value when using the Keywords and Phrases filter. Click Add when you're finished. Repeat these steps to add additional filters. If you add two or more of this filter, there is an “AND” relationship between words. This means that each item you add to the filter must be present in the interaction to display as a filter result. For example, if you add a Keywords and Phrases - Agent filter for the word awesome, a Keywords and Phrases - Client filter for great, and a filter for when either participant says thank you, all of these must be said for the filter to find the interaction in this case.
   Categories	Filters data by existing category rules. You can choose to view data from only the agent side, only the contact side, or both sides of interactions. If you only filter for one side of interactions, you can still see both sides when you drill down to the transcript view. Select one of the following options: Categories - Agent: Only displays agent data. Categories - Client: Only displays client (contact The person interacting with an agent, IVR, or bot in your contact center.) data. Categories: Displays both agent and client data. Drill down and select the categories you want to filter for. Selected categories become blue. If you add two or more of this filter, there is an “AND” relationship between words. This means that each item you add to the filter must be present in the interaction to display as a filter result.
   Entities	Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead. You can choose to view data from only the agent side, only the contact side, or both sides of interactions. If you only filter for one side of interactions, you can still see both sides when you drill down to the transcript view. Select one of the following options: Agent: Only displays agent data. Client: Only displays client (contact The person interacting with an agent, IVR, or bot in your contact center.) data. Either: Displays both agent and client data. Select whether you want to Include Entities or Exclude Entities, then choose the entities you want to include or exclude. If you add two or more of this filter, there is an “AND” relationship between words. This means that each item you add to the filter must be present in the interaction to display as a filter result.
   Sentiment	Filters data by sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. You can choose to view data from only the agent side, only the contact The person interacting with an agent, IVR, or bot in your contact center. side, or both sides of interactions. If you only filter for one side of interactions, you can still see both sides when you drill down to the transcript view. Select one of the following options: Agent: Only displays agent data. Client: Only displays client (contact The person interacting with an agent, IVR, or bot in your contact center.) data. Either: Displays both agent and client data. Select one of the following sentiment types: Overall Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. Once, you've selected a sentiment type, choose one or more of the following sentiments: Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction. Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction. Note that negative sentiment is different from frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.. Some phrases can be both negative and frustrated. However, a client (contact The person interacting with an agent, IVR, or bot in your contact center.) may be discussing a negative issue they want addressed without necessarily being frustrated. Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile. Mixed: The number of positive and negative cues in an interaction are essentially equal. If you don't select a sentiment the default is to include interactions of all sentiments. If you add two or more of this filter, there is an “AND” relationship between words. This means that each item you add to the filter must be present in the interaction to display as a filter result.
   Company Profile	Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile. You can choose to view data from only the agent side, only the contact side, or both sides of interactions. If you only filter for one side of interactions, you can still see both sides when you drill down to the transcript view. Select one of the following options: Agent: Only displays agent data. Client: Only displays client (contact The person interacting with an agent, IVR, or bot in your contact center.) data. Either: Displays both agent and client data. To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it. To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it. If you add two or more of this filter, there is an “AND” relationship between words. This means that each item you add to the filter must be present in the interaction to display as a filter result.
   Metrics	Check the box next to the specific metric type you would like to filter for. After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.

5. Once you have finished configuring any filters, click the magnifying glass icon .

Save a Search

You can select saved searches from the drop-down and quickly view results without reapplying filters. Saved searches can be public or private. Public searches are visible to all users. Private searches are only visible to the user that created them or users with the Admin permission.

To manage saved searches, click more options > Saved Searches in the top-right corner. Here you can view details, copy, and delete saved searches. You need the Admin permission to delete searches created by other users.

1. Click the app selector and select Analytics.
2. Go to AutoDiscovery.

3. To save a search, configure the search settings and filters for the data you would like to view. Then, enter your search.

4. When you are finished, click the save icon in the top right corner.

5. In the New Search field, enter a name for your search. It may be helpful to include numbers or special characters in the name, but not all characters are supported. For example, you could use the names Kansas Team > 30 seconds; Team Emerald City or Team Munchkinland 'Escalations' [with transfer].

   You will get an error message if you use the following characters to name a saved search: a comma, a period, #, ? , $, %, or ( ).

   Supported characters:

   • Alphanumeric characters (A-Z, uppercase and lowercase, and 0–9)
   • Underscores ( _ )
   • Spaces
   • Hyphens ( - )
   • Colons ( : )
   • Semicolons ( ; )
   • Double quotes ( " " )
   • Single quotes ( ' ' )
   • Pipe symbols ( | )
   • Less than and greater than symbols ( < > )
   • Square brackets ( [ ] )
   • Curly brackets ( { } )

6. To select a different color for your search, click the colored box in the New Search field and select another color.

7. Enter a description of your search settings and filters.

8. Enable Public, to make the search visible to other users. Saved searches are private by default.

9. Click Save As. Now your search is available in the drop-down and you can reuse the same search criteria later.