Configure Ignored Phrases

You can select boilerplate text you want the engine to ignore when interactions are analyzed for sentiment and categorization. For example, you may want the analytics engine 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 boilerplate text in a .CSV file. The text is then no longer analyzed and annotated in your data analysis.

Configure Ignored Phrases by Selecting Text in a Transcript

  1. Drill down in a widget to the Show Contacts window.
  2. Click a contact to open the transcript.
  3. Click and drag to select 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 Save to add the phrase to the list and continue working where you are.
  7. To go to the Ignored Phrases page from here, click Edit Ignored Phrases.

Configure Ignored Phrases in the Interface

If you have the permissions of an editor, you can modify and save the ignored phrases, but you cannot apply the changes. You must have full administrator rights to reprocess the transcripts with the update to existing transcripts.

  1. Click SettingsIgnored Phrases.
  2. To add new text, click in the text box and type the text you want to add. Each new phrase must consist of at least two words. Press [Enter].
  3. To remove existing text, click the X to the right of the text.
  4. If you are an editor, click Save.
  5. If you are an administrator and want to reprocess all your transcripts with the updated information, click Apply.

    Because reprocessing your data can take a long time, finish making any additional updates you want to custom sentiment, the company profile, ignored phrases, or other settings, before you click Update Data.

Configure Ignored Phrases by Uploading a .CSV File

If you have the permissions of an editor, you can upload a .CSV file with updated phrases to be ignored, but you cannot apply the changes. You must have full administrator rights to reprocess the transcripts with the update to existing transcripts.

  1. Open a text editor like Notepad and type the phrases you want the analytics engine to ignore, each phrase separated by a comma. Note that any duplicate entries are ignored, including duplicates of phrases that were added previously. Save the file with a .CSV extension to your computer.
  2. In Interaction Analytics Pro, click SettingsIgnored Phrases.
  3. Click Upload File.
  4. In the Update Ignored Phrases window, click Browse....
  5. Browse your computer to locate the .CSV file you created. Select the file and click Open.
  6. Click Upload.
  7. If you are an editor, click Save.

  8. If you are an administrator and want to reprocess all your transcripts with the updated information, click Apply. Note that reprocessing your data can take a long time.

Because reprocessing your data can take a long time, finish making any additional updates you want to custom sentiment, the company profile, ignored phrases, or other settings, before you click Update Data.