Avaya Speech Analytics Essentials User Guide Release 12.0

Transcription

1 Avaya Speech Analytics Essentials User Guide Release 12.0 Issue 3 April 2015

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3 Contents 1 Getting Started Introduction Accessing the Speech Analytics Application Understanding the Speech Analytics Window Data Analyzed by Speech Analytics Transcribed Contacts Online Data Trends Data Contact Segment Transcription Speech Analytics Tasks Start your Work Session Contact Search Speaker Separation Mixed Systems Reports and Data Export Speech Analytics Alerts Speech Analytics Alert Triggers Alerts Flow Alert format Speech Analytics Trends Dashboard Trends and Trend Analysis Trends in Speech Analytics Trend Analysis Tab Customer Behavior Indicators Calculating Term Frequency How to View Customer Behavior Indicators and Their Analysis? Working in the Plot Understanding the Plot Displaying Numeric Values in the Plot Understanding the Dynamic Scale of the Plot Defining Category States on page 199Adding Customer Behavior Indicators to the Plot Showing or Hiding Trends in the Plot Printing the Plot Line and Contact Volume Charts Understanding the Plot Manager Changing the Time Frame in the Plot

4 Contents Drilling Down from the Plot Manager Removing Trends from the Plot Trend Analysis Introduction to Trend Analysis Viewing Customer Behavior Indicators Analysis Tips for Viewing Trend Analysis Data Trend Analysis: Closer Look Changing the Time Frame of Trend Analysis Searching from the Trend Analysis Tab Contact Search and Analysis Contact Analysis Tab Home Page and Results Page of the Contact Analysis Tab Searching in Speech Analytics Retrieving all Transcribed Contact Segments Searching by Keywords or Phrases Searching by Terms Spoken by Agent or Customer Building Text Queries Unauthorized Characters Building More Complex Text Queries Guided Search Using Autocompletion in Text Queries Context-Based Suggestions Understanding the Term Tree Filtering Filtering Guidelines Defining Search Filters Editing an Uploaded External Data File Deleting an Uploaded External Data File Setting Filters from the Results Page Filter List Parameters Checking if Search Filters are Set Understanding Search Results Understanding the Results Page Understanding the Results List Viewing Collapsed Details Viewing Query Results Metrics Working with Contact Details Searching within Found Results Refining Search Results through Different Search Methods Working with Saved Searches Accessing Saved Searches Saving a Search Renaming a Saved Search Changing a Private Saved Search to a Public Saved Search Deleting a Saved Search Using your Search History Speech Analytics Essentials User Guide 4

5 Contents History Bar Items Using Charts Viewing the Number of Contact Segments in Charts Viewing Percentage Values in Charts Drilling-down into Charts Chart Descriptions Starting a New Search Contact Playback Playing Back Contacts in Speech Analytics Understanding the Speech Analytics Player Speech Analytics Player without Speaker Separation Viewing Screens Configuring the Screen Display Controlling Audio Playback while Viewing Screens Opening a Contact Reports and Data Export Reports and Data Export Creating Chart Reports Creating Contact Data Reports Compare Two Result Sets Overview Comparing Two Result Sets Comparing Two Result Sets Report Analysis Managing Reports Saved Reports Columns Refreshing the Report Status Saving a Report Deleting a Report Ranking and Document Relevancy Retrieving Information: Recall Vs. Relevancy Single and Multiple-Term Search Queries Single Term Query Default Use Case Single Term Query Using Find Within Use Case Single Term Query Using IDF Use Case Multiple Term Query Use Case Troubleshooting Frequently Asked Questions Charts Troubleshooting Error Messages Filter Troubleshooting General Troubleshooting Playback Troubleshooting Speaker Separation Troubleshooting Searches Troubleshooting Trends Troubleshooting Speech Analytics Essentials User Guide 5

6 Contents 8 Quick Reference Guide Building Advanced Text Queries in Speech Analytics Building More Complex Text Queries Speech Analytics Essentials User Guide 6

7 Chapter 1 Getting Started This chapter outlines the information required for starting to work with Speech Analytics, by covering the following topics: Introduction, page 8 Accessing the Speech Analytics Application, page 8 Understanding the Speech Analytics Window, page 9 Data Analyzed by Speech Analytics, page 11 Contact Segment Transcription, page 13 Speech Analytics Tasks, page 13 Reports and Data Export, page 15 Speech Analytics Alerts, page 16 Speech Analytics Trends Dashboard, page 17

8 Chapter 1 - Getting Started Introduction Introduction The typical contact center collects and stores a vast amount of data in the form of customer interactions. It is widely recognized that these customer interactions, contain information about the root causes of key business issues. Designed to deliver valuable intelligence that business users readily understand and use, Speech Analytics can help reveal the cause/effect relationships that underlie performance and business outcomes across the enterprise, without the complexity usually associated with advanced analytical technologies. By revealing both what is happening and why, Speech Analytics helps equip organizations to make better-informed decisions, maximize strengths, address deficiencies, and make the most of market perceptions and opportunities. For instance, mining information from contact center calls using Speech Analytics, can be an early warning system, before an issue escalates to negative social media. The goal is to analyze information that can help a company improve customer service, get reactions to new products or policies, and so on. That is, Speech Analytics can help companies turn thousands of calls into actionable data. The Speech Analytics application uses speech-to-text technologies to transcribe recorded customer interactions and to transform them into a searchable database. It combines platform-agnostic Speech Analytics with a proven methodology to help organizations enhance customer retention and satisfaction, increase first call resolution and improve sales and self service effectiveness. The Speech Analytics application automatically prioritizes transcribed interactions based on specific business issues relevant to your contact center. The Speech Analytics application then enables you to access the transcribed contacts for playback, enabling you to hear the context in which the words were said and thus identify issues critical to your business needs. With Speech Analytics you can: Gain insight from recorded calls to help you improve products, processes, competitive advantage, and the overall customer experience. See Contact Search and Analysis on page 39. Use advanced search capabilities to research any hypothesis and quickly receive a prioritized list of results out of millions of calls. See Understanding Search Results on page 78. Surface trends that might otherwise go undetected without listening to thousands of calls. See Trends and Trend Analysis on page 18. Share high-value intelligence across the enterprise with automated workflow tools. See Reports and Data Export on page 127. Accessing the Speech Analytics Application If you have been assigned access to the Speech Analytics application and to Speech Analytics instances, the Speech Analytics application menu appears in the Navigation Speech Analytics Essentials User Guide 8

9 Chapter 1 - Getting Started Understanding the Speech Analytics Window panel on the left side of the Portal home page. This menu allows you to access the Speech Analytics application and its instances. The Speech Analytics application may comprise one or more instances, where each instance supports a different language or a different line of business (LOB). Instances are created when the system is set up. To access the Speech Analytics application: 1 From the Portal, select the Analytics option to display a menu containing the Speech Analytics instances to which you have been assigned. 2 Under Speech Analytics, click an instance to open it. The Speech Analytics home page opens, and the instance name appears at the top of the page. See Understanding the Speech Analytics Window on page 9. To access a different Speech Analytics instance, you must return to the Portal home page and select it from the Speech Analytics menu. You cannot open more than one instance at a time from the same the Portal window. To open a new instance, you must open another Portal window. NOTE You can also access the Speech Analytics application by selecting Interactions > Quality Monitoring > Speech Analytics and selecting an instance. Understanding the Speech Analytics Window The following is an example of the Speech Analytics application window. See the Legend on page 10 for an explanation about each area. Speech Analytics Essentials User Guide 9

10 Chapter 1 - Getting Started Understanding the Speech Analytics Window Legend Toolbar The toolbar at the top of the Speech Analytics window displays buttons that enable you to access functionality relevant to the tasks you are performing and to the information displayed. When you are working in Trend Analysis tab or the Contact Analysis tab, the main toolbar is displayed. The main toolbar enables you to access the saved searches, and filtering and reporting functionalities of the application. The buttons on the toolbar change when you view the Results page. For more information, see Understanding the Results Page on page 78. Query Result Metrics Click the Query Result Metrics button to display query result metrics for the retrieved result set. For more information, see Viewing Query Results Metrics on page 83. Search The Search field enables you to perform searches with keywords or phrases, using guided search tools such as, autocompletion and context-based suggestions. Trends When you open Speech Analytics, the Trend Analysis tab is displayed. For more information, see Trend Analysis Tab on page 19. You can click the Contact Analysis tab to view information about the transcribed contact segments. For more information, see Contact Analysis Tab on page 40. Speech Analytics Essentials User Guide 10

11 Chapter 1 - Getting Started Data Analyzed by Speech Analytics Help The Help button in the top right corner of the application window enables you to access the application's online help. Data Analyzed by Speech Analytics The following sections describe the data that you can view and analyze using Speech Analytics. Transcribed Contacts, page 11 Online Data, page 11 Trends Data, page 12 Transcribed Contacts Out of the entire scope of the contact segments recorded for your contact center, Speech Analytics only works with transcribed contact segments. The percentage of contact segments to transcribe and their types are determined by transcription rules. For more information, see Contact Segment Transcription on page 13. Online Data Transcribed contact segments and their details are stored in the Speech Analytics online database, also referred to as the Index. All search, playback and analysis operations (excluding trends and customer behavior indicator analysis) are performed against this database. The following sections describe how to work with online data, by covering the following topics: Time Period Covered, page 11 Authorized Data and Operations, page 12 Time Period Covered The Speech Analytics online database covers data of a relatively recent time period, up to a few months at most. This period can be extended or shortened depending on the amount of contact segments that you transcribe. For instance, this period will be longer if there is only one Transcription Service in the system, or shorter if there are two Transcription Services. With regard to transcription rules, this period is shorter if you transcribe, let's say, 100% of recorded contact segments, and longer if you transcribe 10% of your recordings. When the maximum Speech Analytics database capacity is reached, the system automatically starts removing older contact segments from the Speech Analytics online database. When a contact segment is removed from the online database, it is no longer available for searches, analysis, and playback. Speech Analytics Essentials User Guide 11

12 Chapter 1 - Getting Started Data Analyzed by Speech Analytics Trends Data Authorized Data and Operations The data that you can view and the operations that you can perform depend on your visibility settings set in the Assignment Manager and the rights assigned to you in the User Management. For example, you can perform text searches only if you are assigned the Search by keywords right in the User Management > Roles Setup area. In addition, if a search retrieves 100 results in a keyword search, it does not necessarily mean that there are 100 segments containing this keyword, but rather that you are authorized to view these specific contact segments. Your access can be restricted, for example, because you have been assigned only some of the groups and therefore you can view only their data. To calculate trends, Speech Analytics collects statistics on term usage and stores this data in the Speech Analytics historical database. The time period covered by the historical database is from 18 months ago up to the most recent date. This is the time period for which Customer Behavior Indicators Trends are available. Speech Analytics Essentials User Guide 12

13 Chapter 1 - Getting Started Contact Segment Transcription Contact Segment Transcription The contact segments transcribed by Speech Analytics are based on rules defined to meet your contact center's needs. These rules define the percentage of contact segments to transcribe out of the total number of segments recorded by your system, and may also include a description of the type of segments that should be transcribed. For example, you may have a rule defining that 10% of the Marketing group's segments should be transcribed. Transcription rules are created based on the Speech Analytics application administrators. In addition, your system may include multiple instances of the Speech Analytics application, where each instance supports a different language or a different line of business (LOB). Each instance of the Speech Analytics application contains its own unique set of transcription rules and can therefore provide access to a completely different set of contact segments. For more information about the Speech Analytics application rules, see Storage Manager Rule Editor chapter in the Interactions and Analytics Administration Guide. Speech Analytics Tasks The tasks that you can perform in Speech Analytics allow you to efficiently analyze customer interactions with the contact center to gain insights into your company's performance and to identify and monitor issues important for your business. There is no strict workflow which you should follow when working in the Speech Analytics application. Rather, your tasks should be based on your needs and on the results of analysis performed by the application. Speech Analytics enables you to perform the following tasks. Except for the first, all of these tasks depend on the information obtained in the Trend Analysis and Contact Analysis tabs: Start your Work Session, page 14 Contact Search, page 14 Speaker Separation, page 14 Speech Analytics Essentials User Guide 13

14 Chapter 1 - Getting Started Speech Analytics Tasks Start your Work Session Your typical work session will start with reviewing information in the Trends Analysis tab. This tab presents term frequency trends derived from processing the information that has been accumulated so far. For more information, see Trend Analysis Tab on page 19. You may also review the information in the Contact Analysis tab. This tab allows you to access saved searches and view charts on various aspects of the contact center performance. For more information, see Contact Analysis Tab on page 40. Contact Search You may choose to find and listen to contact segments related to a certain issue. For instance, these can be contact segments containing a certain term, or handled by a specific group of people in the contact center. To enable you to find contact segments of your interest, Speech Analytics offers several search methods, such as guided keyword searches and filtering, and allows you to combine these methods. For more information, see Searching in Speech Analytics on page 42. Speaker Separation Speaker Separation enables the separation of the audio of both sides of the conversation (agent and customer). Speaker Separation occurs during the acquisition process, at the time of contact segment recording. In Speech Analytics, this extends the search and playback capabilities. New search capabilities Speaker Separation provides additional search capabilities allowing you to search for keywords or phrases spoken by the customer or by the agent. For more details on this type of search, see Searching by Keywords or Phrases on page 43. When searching by keywords or phrases spoken by the customer or the agent, you can use such guided search options as autocompletion and context-based suggestions. Contact playback When playing back contacts recorded with Speaker Separation, you can distinguish who is talking (agent or customer) and what they are saying during their conversation. The speaker indication is provided on the audio waveform, in speaker bars, and in transcription as well. For more details, see Understanding the Speech Analytics Player on page 121. For each segment recorded with Speaker Separation, the acquisition process also provides a set of data, specific to Speaker Separation. For any single contact segment recorded with Speaker Separation, Speech Analytics provides statistics such as the agent or customer total talk time, percentage of agent or customer talk time, and the number of talk-overs initiated by the agent or customer. For details, see Viewing Contact Details on page 85. With Speaker Separation statistics, you receive additional capabilities described below. Speech Analytics Essentials User Guide 14

15 Chapter 1 - Getting Started Reports and Data Export Query Result Metrics Speaker Separation statistics is included in query result metrics available for any search results. Query result metrics contain Speaker Separation values similar to those available for a single contact segment, but calculated for a given set of results - for instance, average percentage of agent or customer talk time for a given result set. For details, see Viewing Query Results Metrics on page 83. Filtering by Speaker Separation data You can use Speaker Separation statistics in search filters. For a list of filters, specific to Speaker Separation, see Filter List Parameters on page 69. Charts New charts that focus on Speaker Separation statistics are provided. See Using Charts on page 98 for more details. Reports Mixed Systems Query result metrics, with Speaker Separation statistics, are provided for chart reports. Contact data reports provide Speaker Separation statistics for all exported contact segments. With Speaker Separation enabled, your system may be working in a mixed mode, when it contains segments recorded with Speaker Separation and segments recorded without Speaker Separation. This can occur when the calls source is from a system where the recording units have been configured with Speaker Separation, or when your system was updated from earlier versions of Speech Analytics. In such systems, Speaker Separation statistics is calculated and displayed only for segments recorded with Speaker Separation. For example, if both types of segments appear in the search results, the Speaker Separation data metrics are calculated only on those segments that were recorded with Speaker Separation. Reports and Data Export Some of the Speech Analytics tasks are not directly related to speech analysis but they facilitate access to this information and its sharing. These are report and export tasks that allow converting the application data to different formats, such as Excel or PDF. Reports can be printed, saved, and sent by to be shared with users throughout the enterprise. For more information, see Reports and Data Export on page 128. Speech Analytics Essentials User Guide 15

16 Chapter 1 - Getting Started Speech Analytics Alerts Speech Analytics Alerts Speech Analytics can generate real-time alerts for specific events that occur in the system, in the form of pop-up messages or s that appear on the user s workstation. For information on the alerts mechanism and creating alert rules, see Enterprise Suite Framework Administration Guide. Speech Analytics Alert Triggers, page 16 Alerts Flow, page 16 Alert format, page 17 Speech Analytics Alert Triggers Alerts Flow Speech Analytics alerts are triggered for the following conditions: Speech Analytics Term Trend Threshold The alert is triggered when a term exceeds a defined threshold set for the Term Trend results. The following steps describe how alerts are triggered and sent in Speech Analytics: 1 One or more Speech Analytics alert rules must be defined in the Tracking module, specifying the conditions for triggering alerts in the Speech Analytics application. 2 Every five minutes, the system s alert mechanism checks to see if a rule s trigger conditions are met. 3 If a condition is met, an alert is triggered in the form of an or pop-up message according to the rule definitions. For each rule whose conditions are met, one alert is triggered. If more than one rules conditions are met, a separate alert is triggered for each rule. The alert is triggered for the target users defined in the alert rule. See Enterprise Suite Framework Administration Guide for information on how to define the rules. Speech Analytics Essentials User Guide 16

17 Chapter 1 - Getting Started Speech Analytics Trends Dashboard Alert format Each alert, whether it is a pop-up message or an , contains one or more of the following details: Rule Name: Appears in the Subject, only if in the alert rule it is configured to appear. Instance Defined Threshold and Time Frame Terms List: A list of terms that exceeded the threshold, including the value that triggered the alert. Speech Analytics Trends Dashboard The suite wide web application includes performance analytics that integrate and analyze data from a variety of systems across the enterprise. This data is presented in dashboards to help identify areas of improvement. Dashboards are a convenient way to display timely information in the form of graphic reports that enable administrators to determine the causes of unacceptable performance levels. Speech Analytics Trends is one of the many available dashboard reports. To create a Speech Analytics Trends dashboard and determine the data displayed by the dashboard, you must configure or edit the following parameters through the Enterprise Manager: Column Trends Type Speech Instance Time Period Description Select Term to determine the type of trends that will appear in the Dashboard. Select the Speech Instance ID associated with the trends that will appear in the Dashboard. Select the time period for which you want trends to appear in the Dashboard. For more information about configuring and editing the Dashboard refer to the Interactions and Analytics Administration Guide. Speech Analytics Essentials User Guide 17

18 Chapter 2 Trends and Trend Analysis This chapter outlines the information required for understanding customer communication with the contact center, emerging tendencies and significant events, by covering the following topics: Trends in Speech Analytics, page 19 Trend Analysis Tab, page 19 Customer Behavior Indicators, page 20 Working in the Plot, page 22 Trend Analysis, page 30

19 Chapter 2 - Trends and Trend Analysis Trends in Speech Analytics Trends in Speech Analytics Speech Analytics is a powerful tool that provides insights about the vast amount of calls your contact center handles daily. Trends help to: Identify changes in customers communication with the contact center. Understand any emerging tendencies. Pinpoint any significant events that may require close attention. As a result, the application can reveal critical information of which you may not be aware. Therefore, trends as part of Speech Analytics, provide a powerful competitive advantage, as well as the opportunity to correct process or service issues before they escalate. All trends are visually presented in a dedicated Plot. Alongside a graphical presentation of each trend, Speech Analytics also provides trend analysis data. You can view this data in time frames of various duration to receive an understanding of recent trends and trends over a longer period of time. All trend data is displayed in the Trend Analysis tab. NOTE If an alert was defined to be sent when a trend or term exceeds a defined threshold, an alert message ( or pop-up) will be sent to all defined users. For information on alerts see Speech Analytics Alerts on page 16. Trend Analysis Tab The Trend Analysis tab is the first tab displayed when you open the Speech Analytics application and is also referred to as the landing page. The Trend Analysis tab displays results of Customer Behavior Indicators analysis and enables you to view trends in the Plot. The information you obtain from the Trend Analysis tab can often determine your subsequent tasks in the application - for example, you may need to search by terms whose frequency has increased lately. NOTE If the index is empty the graph in the Trends Analysis tab will be empty and the word Undefined will appear. The following is a list of all the areas that make up the Trend Analysis tab. Customer Behavior Indicators Analysis The Customer Behavior Indicators Analysis area displays a list of 50 terms that showed a distinct rise or drop in their frequency during the selected time frame. For each term, a summarized view of its trend over the selected time frame is provided. For more information, see Viewing Customer Behavior Indicators Analysis on Speech Analytics Essentials User Guide 19

20 Chapter 2 - Trends and Trend Analysis Customer Behavior Indicators page 31. Plot The Plot displays line charts of chosen trends. Up to five trends can be displayed in the Plot at one time. For more information, see Understanding the Plot on page 22. Plot Manager The Plot Manager displays a list of trends that have been chosen to appear in the Plot and allows you to manage that list. For more information, see Understanding the Plot Manager on page 28. By default, the Customer Behavior Indicators Analysis area displays trend analysis for the last seven days. The Plot displays line charts of the three top Customer Behavior Indicators and shows their development in a time frame of the last 6 weeks. When working in the Trends Analysis tab, you can change the time frame in any of the areas and choose to view with up to 5 trends in the Plot. Your changes are maintained throughout your work session. The next time you open the Speech Analytics application, the Trend Analysis tab is restored to its defaults to present the most updated trend analysis for the last seven days, with the Plot showing the top three Customer Behavior Indicators and their development during the last 6 weeks. To learn more about the main areas of the Trend Analysis tab, refer to the following topics: Viewing Customer Behavior Indicators Analysis, page 31 Understanding the Plot, page 22 Understanding the Plot Manager, page 28 Customer Behavior Indicators As Speech Analytics processes transcribed contact segments, it automatically identifies terms that come up in calls and collects their statistics. A term can be: A single word - for example, price A two- or three-word phrase - for example, price increase, recent price increase Based on the collected statistics, Speech Analytics can calculate trends of any of the terms. A term's trend shows the frequency with which that term came up in conversations, on any given date. This topic outlines the information required for understanding Customer Behavior Indicators, by covering the following topics: Calculating Term Frequency, page 21 How to View Customer Behavior Indicators and Their Analysis?, page 21 Speech Analytics Essentials User Guide 20

21 Chapter 2 - Trends and Trend Analysis Customer Behavior Indicators Calculating Term Frequency Term frequency is the percentage of contact segments in which the term is used, out of the total number of contact segments on a given date. For example, on a given date, a term was used in 250 out of 1,000 contact segments. The term frequency for that date is (250/1,000)*100%=25%. How to View Customer Behavior Indicators and Their Analysis? When you open Speech Analytics, the Trend Analysis tab (the landing page of the application) displays trends of three terms that have the highest frequency change in the last seven days. The trends are shown as line charts in the Plot, in a 6 week time frame. The following is an example of the initial view of the Plot in the landing page. In the example, terms with the highest frequency change in the last seven days are disconnect, disconnected and server. For more information about interpreting data in the Plot, see Understanding the Plot on page 22. You can view trends of any other terms as well. To view Customer Behavior Indicators, you need to add it to the Plot. For more information, refer to Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. In addition, Customer Behavior Indicators analysis is provided. This information is displayed in the Customer Behavior Indicators Analysis area of the Trend Analysis tab. For more information, see Viewing Customer Behavior Indicators Analysis on page 31. Speech Analytics Essentials User Guide 21

22 Chapter 2 - Trends and Trend Analysis Working in the Plot Working in the Plot This topic outlines the information required for understanding the Speech Analytics Plots, by covering the following topics: Understanding the Plot, page 22 Displaying Numeric Values in the Plot, page 23 Understanding the Dynamic Scale of the Plot, page 24 Defining Category States on page 199Adding Customer Behavior Indicators to the Plot, page 26 Showing or Hiding Trends in the Plot, page 27 Printing the Plot Line and Contact Volume Charts, page 28 Understanding the Plot Manager, page 28 Changing the Time Frame in the Plot, page 28 Drilling Down from the Plot Manager, page 29 Removing Trends from the Plot, page 30 Understanding the Plot The Plot allows you to view any Customer Behavior Indicators as a line chart. You can see the trend's development over the selected time frame and easily identify periods when the trend was consistent and periods when it was falling or rising. By changing the time frame of the Plot, you can zoom in and out on periods of interest. Up to five trends can be displayed in the Plot at a time. To help you evaluate the trend, the Plot also displays the number of processed contact segments for each day. NOTE Adobe Flash Player version 9 or above is needed for viewing the Plot. If you do not have the required version of the player, the Plot is not displayed. Instead, a link from which you can download the player is displayed. This topic outlines the information required for understanding the Plot, by covering the following topics: Time Frame, page 22 Line Charts, page 23 Processed Calls, page 23 Time Axis, page 23 Time Frame The time frame of the Plot is shown in the top right corner of the Plot. Speech Analytics Essentials User Guide 22

23 Chapter 2 - Trends and Trend Analysis Working in the Plot Line Charts In the upper area, you can view trends' line charts. Each trend appears in a different color, as indicated in the Plot Manager. For more information, see Understanding the Plot Manager on page 28. The scale of this area of the Plot is determined by the highest value of the displayed trends, over the selected time frame. For more information, see Understanding the Plot Manager on page 28. Processed Calls The lower area displays the number of processed contact segments for the selected time frame. For each single date, a separate contact volume bar is displayed. The bar shows the number of transcribed contact segments on that day. No bars are displayed for dates on which no segments were transcribed. The scale of this area depends on the highest contact volume displayed, while the width of the bars is determined by the time frame of the Plot. For more information, see Understanding the Dynamic Scale of the Plot on page 24. Time Axis The upper and the lower areas of the Plot are synchronized with the time axis displayed at the bottom of the Plot. For any date in the Plot, you can see both the trend value and the number of contact segments. Below the time axis, you can see fields and buttons for defining the time frame of the Plot. For more information, see Changing the Time Frame in the Plot on page 28. Depending on the time frame, vertical grid lines in the Plot can indicate different points in time. Time Frame Longer than a month One month One week and shorter Vertical grid lines mark... The first day of each month. The first day of each week of the month. A day in the week. Displaying Numeric Values in the Plot When a trend is displayed in the Plot, you can see its line chart without numeric values. Speech Analytics Essentials User Guide 23

24 Chapter 2 - Trends and Trend Analysis Working in the Plot To display numeric values in the Plot: 1 Hover your mouse over the Plot. The pointer changes to the hand symbol, and the following values are displayed: In the top right corner of the Plot, the date range is replaced with the date to which you are pointing. Percentage of contact segments for each displayed trend appears in the top left corner of the Plot. The color of each value corresponds to its trend's color in the Plot. TIP Check the colors of the displayed trends in the Plot Manager. For more information, see Understanding the Plot Manager on page 28. In the lower area of the chart, the number of contact segments processed on that date is shown; the contact volume bar of that day is marked with a dot. 2 To view values of a different date, move the mouse horizontally along the Plot. If you move the mouse from the Plot, the values are no longer displayed. NOTE If no contact segments were processed on a certain date, line charts continue without gaps but trends' values for that date are not available. Understanding the Dynamic Scale of the Plot Both the upper and the lower areas of the Plot have dynamic scales that are automatically adjusted to the highest value displayed. This topic outlines the information required for understanding the Plot, by covering the following topics: Line Charts, page 24 Contact Volume, page 25 Line Charts For example, if the highest value of the trend is 4%, then the highest available value on the scale in the upper area of the Plot will be 4% as well. Speech Analytics Essentials User Guide 24

25 Chapter 2 - Trends and Trend Analysis Working in the Plot The line chart scale can change when you: Remove the trend with the highest value from the Plot. For more information, see Removing Trends from the Plot on page 30. Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26Add a trend with a higher maximal value. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. Show or hide the trend with the highest value. For more information, see Showing or Hiding Trends in the Plot on page 27. Change the time frame of the Plot. As a result, a different highest value for the trend is displayed. For more information, see Changing the Time Frame in the Plot on page 28. When the scale changes, the appearance of all trends in the Plot changes as well. For example, if you add a trend with a higher maximum value, the yellow trend, shown in the example above, will be displayed with smaller amplitudes. Contact Volume The scale in the lower area of the Plot changes in accordance with the highest daily call volume for the time period displayed. Speech Analytics Essentials User Guide 25

26 Chapter 2 - Trends and Trend Analysis Working in the Plot In the following example, you can see that the maximal value in the scale changed from 20K to 40K when a different time period was selected in the Plot. Additionally, the width of the volume bars in the lower area of the Plot depends on the defined time frame. The shorter the time frame, the wider the bars. In the image below, compare the bar widths for a period of 7+ days and for a period of 3 months. For more information about defining time frames in the Plot, see Changing the Time Frame in the Plot on page 28. Defining Category States on page 199Adding Customer Behavior Indicators to the Plot You can add the trend of any term to the Plot. These can be terms that appear in the Trend Analysis tab, for example, in the Term Analysis areas. If the term whose trend you want to view does not appear in the Trend Analysis tab, you can type it in and then view its trend. This topic outlines the information required for understanding how to add customer behavior indicators to the plot, by covering the following topics: Adding a Customer Behavior Indicator to the Plot, page 27 Adding New Customer Behavior Indicators, page 27 Speech Analytics Essentials User Guide 26

27 Chapter 2 - Trends and Trend Analysis Working in the Plot Adding a Customer Behavior Indicator to the Plot 1 In the Trend Analysis tab, locate the required term. The term's trend is added to the Plot Manager and displayed in the Plot. 2 The order of terms in the list is determined by their relative change. If the term does not appear on the first page of the list, use the paginations buttons at the bottom of the list to go through the list. For more information, see Tips for Viewing Trend Analysis Data on page Click the required term. The trend is added to the Plot Manager. In the Plot Manager, the trend is marked with the corresponding icon, and a color for its line chart is automatically selected. The trend's line chart, in that color, is also displayed in the Plot. NOTE If the trend is added to the Plot Manager but is not shown in the Plot, see Showing or Hiding Trends in the Plot on page 27. Adding New Customer Behavior Indicators 1 In the Trend Analysis tab, in the Plot Manager area, enter the new term in the Add to Plot field. As you start typing the term, the autocompletion list displays the possible options for completing the word. The list is based on the terms available in the Speech Analytics historical database. These are the terms whose trends you can view. 2 Select the relevant word from the list. If you type in a term that does not appear on the list, the trend will not be displayed. 3 Click the Add to Plot button to the right of the field. The trend is added to the Plot Manager. In the Plot Manager, the trend is marked with the corresponding icon, and a color for its line chart is automatically selected. The trend's line chart, in that color, is also displayed in the Plot. NOTE If the trend is added to the Plot Manager but is not shown in the Plot, see Showing or Hiding Trends in the Plot on page 27. Showing or Hiding Trends in the Plot The Plot can display any trend that was added to the Plot Manager but not more than five trends at a time. If the Plot is already displaying five trends, you need to first hide at least one of them before additional trends can be displayed. You can also hide one or more trends in the Plot to have a clearer view of a certain trend. Trends that were hidden can be displayed in the Plot again at any time. 1 In the Trend Analysis tab, in the Plot Manager, review the list of trends. A selected check box indicates that the trend is displayed in the Plot. 2 Clear the check boxes of the trends that you want to hide in the Plot. 3 Select the check boxes of the trends that you want to show in the Plot. Speech Analytics Essentials User Guide 27

28 Chapter 2 - Trends and Trend Analysis Working in the Plot Printing the Plot Line and Contact Volume Charts To print a hard copy of the Plot Line and Contact Volume charts: 1 Right-click the Line Chart or Contact Volume area of the Plot. A small menu appears. 2 Select Print. 3 Select a Printer and click Print. Understanding the Plot Manager The Plot Manager appears to the right of the Plot in the Trend Analysis tab. It displays a list of trends that have been chosen to appear in the Plot and enables you to manage that list. From the Plot Manager, you can obtain the following information on each trend: The selected check box to the left of the trend name indicates that the trend is shown in the Plot. If the check box is cleared, the trend is hidden. The colored square ( ) indicates the trends color in the Plot From the Plot Manager, you can: Defining Category States on page 199Adding Customer Behavior Indicators to the Plot, page 26 Showing or Hiding Trends in the Plot, page 27 Removing Trends from the Plot, page 30 Drilling Down from the Plot Manager, page 29 Changing the Time Frame in the Plot There are multiple ways of changing the time frame in the Plot. You can: Using Default Time Ranges, page 28 Specify the Exact Date Range in the Plot, page 29 Marking the Time Frame on the Time Axis, page 29 NOTE Changing the time frame of the Plot can cause changes in its scale. For more information, see Understanding the Dynamic Scale of the Plot on page 24. Using Default Time Ranges In the Trend Analysis tab, in the lower right corner of Plot, click the Zoom button of the time frame you want to set for the Plot. Speech Analytics Essentials User Guide 28

29 Chapter 2 - Trends and Trend Analysis Working in the Plot Specify the Exact Date Range in the Plot In the Trend Analysis tab, in the lower left corner of Plot, enter the exact dates in the Custom Period fields. The dates must be entered in the MM-DD-YYYY format. Marking the Time Frame on the Time Axis 1 Point with the mouse to the right or left end of the Plot's time axis. Little handles appear at both ends of the time axis. 2 Drag one of the handles to the required date on the time axis. As you drag the handle, the time range of the Plot changes according to the dates between the handles, and the line charts are updated accordingly. The exact date range is shown in the top right corner of the Plot. 3 If needed, drag the other handle to a different location on the time axis to adjust the time frame to the required duration. 4 To use the defined time frame as a sliding time frame, place the mouse between the two handles and drag the time frame along the time axis. As you drag your time frame, the appearance of trends in the Plot changes, and the date range in the top right corner of the Plot is updated accordingly. Drilling Down from the Plot Manager You can drill down on any Customer Behavior Indicators displayed in the Plot Manager to retrieve contact segments that are relevant for the trend. The drill-down is similar to performing a search in which the term serves as a search keyword. Additionally, the time frame of the Plot is used as a date range search filter. For instance, if the time frame of the Plot is one month, then the retrieved segments will belong to the last 30 days only. NOTE Remember that contact segments are retrieved from the online database, which covers up to a few months. If the time frame of the Plot is wider (for example, a year), drill down retrieves contact segments of a specific date range - where the time frame of the Plot overlaps the date range of the online database. Drill-down retrieves no results if the time frame of the Plot does not overlap the date range of the online database (for example, if the Plot displays data of more than half a year ago). The Speech Analytics online database, also referred to as the Index, stores transcribed contact segments and their details. All search, playback and analysis operations in Speech Analytics are performed against the Speech Analytics online database. If a contact segment is no longer available in the online database, it cannot be retrieved in searches or played back. Speech Analytics online database stores data of a relatively recent time period, up to a few months at most. Drill Down to Contact Segments from the Plot Manager In the Plot Manager, click the Drill Down to Contacts icon to the left of the trend. The contact segments are displayed in the Results page. For more information, see Speech Analytics Essentials User Guide 29

30 Chapter 2 - Trends and Trend Analysis Trend Analysis Understanding the Results Page on page 78. You can also perform keyword searches for terms appearing in the Trend Analysis tab. For more information, see Searching from the Trend Analysis Tab on page 37. Removing Trends from the Plot You can remove any trend from the Plot to free space for trends which you wish to add. In the Trend Analysis tab, in the Plot Manger area, click the Remove from Plot button next to the trend you want to remove. The trend is removed from the Plot Manager. If the trend was displayed in the Plot, it is removed from the Plot as well. TIP You can also hide trends in the Plot without removing them from the Plot Manager. For more information, see Showing or Hiding Trends in the Plot on page 27. Trend Analysis This topic outlines the information required for understanding the Trend Analysis, by covering the following topics: Introduction to Trend Analysis, page 30 Viewing Customer Behavior Indicators Analysis, page 31 Tips for Viewing Trend Analysis Data, page 32 Trend Analysis: Closer Look, page 33 Changing the Time Frame of Trend Analysis, page 36 Searching from the Trend Analysis Tab, page 37 Introduction to Trend Analysis In addition to presenting trends as line charts, Speech Analytics performs complex analysis of each trend and enables you to view the results of this analysis over different time frames. All trend analysis data is displayed in the Trend Analysis tab. For more information, see Viewing Customer Behavior Indicators Analysis on page 31. NOTE Trend analysis returns results only if the number of contact segments for the selected time period is sufficient. For minimal data thresholds of trend analysis, see Changing the Time Frame of Trend Analysis on page 36. For each trend, three numeric parameters - average value, absolute change, and relative change are calculated for any selected time frame. These values reflect a trend's development during that time frame and highlight any changes that may have occurred. To learn more about these parameters, see Trend Analysis: Closer Look on page 33. Speech Analytics Essentials User Guide 30

31 Chapter 2 - Trends and Trend Analysis Trend Analysis When viewing trend analysis data, you can: Display any trend in the Plot to view it in greater detail. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. Change the time frame of trend analysis. For more information, see Changing the Time Frame of Trend Analysis on page 36. Viewing Customer Behavior Indicators Analysis Customer Behavior Indicators analysis provides a summarized view of Customer Behavior Indicators over the selected time frame and determines 50 terms with the highest change in frequency over that time frame. Results of the analysis are displayed in the Customer Behavior Indicators Analysis area of the Trend Analysis tab. NOTE The selection of terms is based not on the frequency itself but on the change in it. Any most commonly used term will not appear among results of Customer Behavior Indicators analysis, if its frequency remains relatively constant over the selected time frame. Only if a term's frequency has changed considerably, the term can be included into the 50 terms brought by the Customer Behavior Indicators analysis. At the top of the list, you can see terms with the highest absolute change in frequency, over the selected time frame. The following columns are displayed in the area: Column Options button Term Average Up and Down arrows Description Use the Options button to do the following: Add trends of the term and its correlated terms to the Plot. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. Add the term and its correlated terms to the Search field. For information, see Searching from the Trend Analysis Tab on page 37. Click the term to add its trend to the Plot. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. Shows the average term frequency (in percentage) over the selected time frame. In daily analysis, the value in the Average column is the actual frequency of a term on that day. The arrow indicates the Customer Behavior Indicators direction over the selected time frame and is displayed only for daily and weekly trend analysis. Speech Analytics Essentials User Guide 31

32 Chapter 2 - Trends and Trend Analysis Trend Analysis Column Change Correlated Terms Description The Change column shows the absolute and relative changes in the term's trend in the following format: absolute change (relative change %). The methods used to determine the absolute change and the relative change are different in short-term and long-term analysis, therefore the values in the Change column depend on the selected time frame. For a detailed explanation of the Change column, see Trend Analysis: Closer Look on page 33. The absolute change determines the selection of terms and the sorting order of the list, whereby terms with the highest absolute change appear at the top of the list. The direction of the change does not affect the sorting order. For example, a term with the absolute change of -40% will be placed above a term with the absolute change of +30%. Displays the two top correlated terms, over the selected time frame. Click a term to add its trend to the Plot. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. See Trend Analysis: Closer Look on page 33 to better understand the meaning of the Average and Change columns. In addition, see Tips for Viewing Trend Analysis Data on page 32. Tips for Viewing Trend Analysis Data By default, trend analysis results are displayed for a week's time period, including today's date and 6 days prior to today's date. Weekly trends show how the last week is different from the couple of weeks that precede it. You can change the trend analysis time period by selecting one of the following values in the Time Period field for a specific date: - Day - Week - Month - 3 months - 6 months - 9 months - 12 months For example, when you select October 12th in the Date field and Month in the Time Period field, the resulting trend results are relevant for a month before and including October 12th. The Time Period field is displayed by clicking the Settings icon ( ) in the top right corner of the Trend Analysis areas. Speech Analytics Essentials User Guide 32

33 Chapter 2 - Trends and Trend Analysis Trend Analysis For more details, refer to Changing the Time Frame of Trend Analysis on page 36. Customer Behavior Indicator trends are updated once a day. This update occurs as part of the index build. The Customer Behavior Indicators list includes the top 50 trends arranged in pages. Use the pagination buttons in the lower right corner of the area to move from page to page. The Change column shows two values: - Absolute change - Relative change The format of the Change column is absolute change (relative change %), for example, (31.7%) or (-6%). The list is sorted by the absolute change. The direction of the change does not affect the sorting order. For example, a trend with the absolute change of -40% will placed above a trend with the absolute change of +30%. Each column has a short and a full name. Short column names are displayed as column heading in the trend analysis area. You can view the full name of a column in a tooltip when hovering the mouse of the column's heading. Click the question mark to view a detailed explanation of this area. Trend Analysis: Closer Look Trend analysis provides a summarized view of trends over the selected time frame. By default, trend analysis results are calculated based on the current date and a week before the current date. Results are updated every day, so for example, trend results using these default settings on tomorrow's date may be different than today's trend results based on the same default settings. Alternatively, you can also view trend results based on a specific date in history and within a different time period (Week, Day, Month, etc.). This allows you to view trend results for that specific time in the past, without having it be affected by daily trend updates. So, for example, you can view trend results based on today s date and a week beforehand, and trend results based on September 3rd and a month beforehand. With regard to the time frame duration, two types of trend analysis can be distinguished: short-term and long-term. Short-term analysis is performed for daily (last day) and weekly (from a selected date) time frames. The analysis shows the deviation of the trend's current average from its previous average. For example, the weekly Customer Behavior Indicators analysis shows how the average frequency of the term in the last seven days is different from its average frequency in the previously configured time period. You can configure the time period in Trends Analysis > Settings > Time Period. For more details, refer to Changing the Time Frame of Trend Analysis on page 36. Long-term analysis is performed over time frames from a month up to a year from the current date or a selected date. The analysis shows the trend's deviation from a Speech Analytics Essentials User Guide 33

34 Chapter 2 - Trends and Trend Analysis Trend Analysis baseline, while the baseline is the average value of the trend across the entire period. Both short-term and long-term trend results are relevant for the selected Time Period before and including the selected date. For each trend, three numeric parameters - average value, absolute change, and relative change are calculated for any selected time frame. These values reflect a trend's development during that time frame and highlight any changes that may have occurred. A trend's average value is shown in the Average column, and the absolute and relative changes are shown in the Change column. To understand trend analysis results, let's take a close look at the Average and Change columns and see how these values are derived. This topic outlines the information required for understanding the summarized view of trends over a selected time frame, by covering the following topics: Average Column, page 34 Change Column, page 34 Average Column The Average column shows the average trend value over the selected time frame. In daily analysis, the value displayed in the Average column is the actual trend value on that day. Change Column The Change column shows the absolute and relative changes in the trend in the following format: absolute change (relative change %). The methods used to determine the absolute change and the relative change are different in short-term and long-term analysis, therefore the values in the Change column depend on the selected time frame. The absolute change determines the sorting order of trends in the list, whereby trends with the highest absolute change appear at the top of the list. The direction of the change does not affect the sorting order. For example, a trend with the absolute change -40% will be placed above a trend with the absolute change of +30%. Change Column in Short-Term Analysis (Daily and Weekly) Absolute change - the difference between the trend's current average value and its average value in the predefined previous time period. The absolute change can be positive or negative, according to the direction of the trend over that period of time. If a trend's average value over the current period is lower than over the previous time period, the absolute change is negative. The direction of the trend is indicated by the up and down arrows ( ). Relative change - the relation of a trend's average value in the previous time period compared to the trend's current average value. Speech Analytics Essentials User Guide 34

35 Chapter 2 - Trends and Trend Analysis Trend Analysis Assuming a trend's average value over the last week is 20% while its average value over the previous period was 25%, then: Absolute change = current average value previous average value (20% - 25% = -5%) Relative change = absolute change/previous average value (-5%/25% =-20%) In this case, the value in the Change column is -5 (-20%). Change Column in Long-Term Analysis (from Month to Year) Absolute change - the difference between the maximal and minimal value of a trend for the selected time period. In long-customer Behavior Indicators Analysis, the absolute change is always positive, and no arrows indicating the direction of the change are displayed. Relative change - the relation of the absolute change to the average value of the trend. Assuming a trend's average value over the last 6 months is 20% while its highest performance during this period was 26% and the lowest was 15%, then: Absolute change = highest value lowest value (26% - 15% = 11%) Relative change = absolute change/average (11%/20%)=55%) In this case, the value in the Change column is 11 (55%). Long-term analysis detects any considerable rises or drops that occurred in a trend. To view the exact events in a trend, add it to the Plot. For more information, see Defining Category States on page 199Adding Customer Behavior Indicators to the Plot on page 26. When displayed in the Plot, trends with the same absolute change can show different patterns, for example: A steady drop or rise A one-time rise Seasonal peaks Plot Trends Example The following image shows three trends with a similar absolute change (approximately 45%) in a 3-month time frame. In spite of their similar absolute change, the trends reveal different patterns. Speech Analytics Essentials User Guide 35

36 Chapter 2 - Trends and Trend Analysis Trend Analysis For more information on interpreting data in the Plot, see Understanding the Plot on page 22. Changing the Time Frame of Trend Analysis By default, the Trend Analysis tab displays Customer Behavior Indicators Analysis of the last seven days from the current day or a selected date. This data is displayed in the Customer Behavior Indicators Analysis area of the tab. In this areas, you can select any other predefined historical time frame (for example, a specific date, the last day and weekly, monthly or yearly). With regard to the time frame selected, two types of trend analysis can be distinguished: short-term (daily and weekly) and long-term (from a month up to a year). The method used to determine the value of the Change column is different with each approach. Short-term Customer Behavior Indicators analysis compares the recent behavior of a trend with its behavior during the previous time period. For example, a term's trend analysis for a week can show how the frequency of a certain term changed during the last 7 days, in comparison with the previous time period. Long-term Customer Behavior Indicators Analysis, focuses on changes that occurred within that period of time. For example, a term's trend analysis for a year shows the difference between the lowest and the highest frequencies of that term in the course of the last year. Speech Analytics Essentials User Guide 36

37 Chapter 2 - Trends and Trend Analysis Trend Analysis For more information about calculations, see Trend Analysis: Closer Look on page 33. NOTE Trend analysis returns results only if the number of contact segments for the selected time frame is sufficient and only during time periods in which trend history is available. The minimal data thresholds are: Daily analysis - 3 weeks' worth of data. Weekly analysis 4 weeks' worth of data. Long-term analysis - from a month to a year s worth of data of the selected time period. For example, for monthly trend analysis, a month's worth of data is required. When selecting data for trend analysis, Speech Analytics excludes days with exceptionally low call volumes. Days with less than 700 calls are discarded, as well as days in which the number of calls is significantly lower than the median number of calls from the date when the tracking started. 1 In the Trend Analysis tab, at the top of the Customer Behavior Indicators Analysis area. 2 Click the Settings the top right corner. The screen is replaced with a Time Period configuration screen. 3 In the Time Period field, select the time range on which to base trend results (Day, Week, Month, etc.). For example, to view trend results for a three-month time period, select 3 Months. NOTE You cannot select a date and time period for which Trend history is not available. 4 In the Date field, select the required value. For example, when you select October 12th in the Date field and Month in the Time Period field, the resulting trend results are relevant for a month before and including October 12th. 5 Click Apply. The list reloads, with the following changes: The list of terms is updated and can be completely different from the previously displayed terms list. The correlated terms of the same term can be different. For more information on trend analysis, see Viewing Customer Behavior Indicators Analysis on page 31. Searching from the Trend Analysis Tab From the Trend Analysis tab, you have quick and convenient access to the search functionality of Speech Analytics. You can search by any term that appears in the Term Speech Analytics Essentials User Guide 37

38 Chapter 2 - Trends and Trend Analysis Trend Analysis Analysis area - both by terms whose trends are displayed in the list and by their correlated terms. To search for contact segments from the Trend Analysis tab: 1 In the Trend Analysis tab, in the Customer Behavior Indicators Analysis area, click the Options button, select Add to search, and then click the required term. The term is displayed in the Search field above the tab. 2 Repeat the previous step for any other terms that you want to include in your search query. 3 Click Find. The list of contact segments that contain the terms is displayed in the Results page. For more information on the Results page, see Understanding the Results Page on page 78. NOTE Searching from the Trend Analysis tab is different from drilling down from the Plot Manager. The search finds all the contact segments containing the term, while drilling down finds only contact segments that belong to the time frame of the Plot and that also meet additional search criteria. For more information, see Drilling Down from the Plot Manager on page 29. Speech Analytics Essentials User Guide 38

39 Chapter 3 Contact Search and Analysis This chapter outlines the information required for understanding how to search and analyze contact information, by covering the following topics: Contact Analysis Tab, page 40 Searching in Speech Analytics, page 42 Retrieving all Transcribed Contact Segments, page 43 Searching by Keywords or Phrases, page 43 Searching by Terms Spoken by Agent or Customer, page 45 Building Text Queries, page 46 Guided Search, page 53 Filtering, page 66 Understanding Search Results, page 78 Searching within Found Results, page 92 Refining Search Results through Different Search Methods, page 93 Working with Saved Searches, page 94 Using your Search History, page 97 Using Charts, page 98 Starting a New Search, page 118

40 Chapter 3 - Contact Search and Analysis Contact Analysis Tab Contact Analysis Tab The following is a sample Contact Analysis tab. For information about each area in this tab see Legend on page 41. Speech Analytics Essentials User Guide 40

41 Chapter 3 - Contact Search and Analysis Contact Analysis Tab Legend Top Bar The top bar of the Contact Analysis tab provides a summary of the information displayed on the page. For example, when no search filters have been set you can see how many transcribed contact segments are available. If an filters have been set, this area indicates so and allows you to preview the filters. For more information, see Checking if Search Filters are Set on page 77. My Searches The My Searches area displays names of the searches that you saved and allows you to access these searches. For more information about saved searches, see Working with Saved Searches on page 94. Graphs The bottom of the screen displays charts of all transcribed contact segments retrieved in the Results page. Speech Analytics Essentials User Guide 41

42 Chapter 3 - Contact Search and Analysis Searching in Speech Analytics By default, this area displays the Date chart. See Using Charts on page 98 to learn about charts and ways of working with them. If a chart does not appear, see Troubleshooting on page 147. If no search filters have been set, the Contact Analysis tab displays information on all transcribed contact segments that you are authorized to view according to your rights and visibility settings. If any filters have been set, the content of the tab is filtered accordingly, and the displayed information relates only to those segments that meet the filters. For more information, see Checking if Search Filters are Set on page 77 and Using Charts on page 98. Home Page and Results Page of the Contact Analysis Tab The Contact Analysis tab can accommodate one of the following pages - Speech Analytics home page and Results page. The image in the Contact Analysis Tab on page 40 with the three charts and Saved Searches area illustrates the home page. This is the page from which most of your operations in Speech Analytics start. After you performed a search or applied filters, the appearance of the Contact Analysis tab changes and the home page is replaced with of the Results page. For more information, see Understanding the Results Page on page 78. TIP When the home page is not displayed, the Home link appears in the top right corner of the window, enabling you to return to this page at any time. Working with Saved Searches, page 94 Using Charts, page 98 Searching in Speech Analytics The Speech Analytics application enables you to use several search methods to find contact segments of your interest: Guided Search - Searching by Keywords or Phrases, page 43 and use Using Autocompletion in Text Queries, page 53 and Context-Based Suggestions, page 55 to assist you in selecting the most efficient search terms. Defining Search Filters, page 67 Retrieving all Transcribed Contact Segments, page 43 The search results are displayed in the Results page in two formats: List - detailed contact segment list. For more information, see Understanding the Results List on page 80 and Understanding the Results Page on page 78. Charts - present the contact segment information graphically, in bars. Each bar in the chart focuses on some specific contact characteristics, for example, the date, or duration. The charts can serve as another way of narrowing your search results as Speech Analytics Essentials User Guide 42

43 Chapter 3 - Contact Search and Analysis Retrieving all Transcribed Contact Segments they allow you to drill down on the bars to different subsets of contacts within the results. For more information, see Using Charts on page 98. You can gradually refine your search by Searching within Found Results on page 92 and Refining Search Results through Different Search Methods on page 93. To facilitate your search process, the Speech Analytics also offers a few convenient ways of accessing your previous search results. These include: Saving your searches to run them multiple times without the need to redefine the search criteria. For more information, see Working with Saved Searches on page 94. Using the search history to return to previously accessed results. For more information, see Using your Search History on page 97. You can also start a new search, related to a different issue, at any time. For more information, see Starting a New Search on page 118. Retrieving all Transcribed Contact Segments You can retrieve all transcribed contact segments without defining any search criteria. Click the Find button in the Speech Analytics home page, without entering keywords or setting filters. This retrieves a list of all available transcribed contact segments. The Results list will only display contacts associated with groups (and their subgroups) that you have visibility to. The Results list will only display contacts associated with Contact Data and Conditional Contact Data values that were assigned to you in the Assignment Manager. The Show percentage of total button is not available for charts in the Results page in such cases, as the results represent 100% of the available contacts. For more information about results, see Understanding the Results Page on page 78. Searching by Keywords or Phrases You can search for contact segments by keywords or phrases that were used in the conversation between the agent and the customer. The keywords and phrases you are searching for are often referred to as terms. Searching by keywords or phrases involves submitting a text query in the Search field. Then, the application presents the segments that include the text query and ranks them. The text query that you submit can be of various complexity - ranging from a single word to sophisticated expressions that define not only the words to search for, but also their retrieval conditions. For example, if you are interested in retrieving all contact segments where customers complain about access problems to a new online service you recently launched, you can search for the word login, and the Speech Analytics application will retrieve all Speech Analytics Essentials User Guide 43

44 Chapter 3 - Contact Search and Analysis Searching by Keywords or Phrases segments that contain that word. You can also search for a phrase, for example, cannot log in, to retrieve contacts related to the same problem. Building a more complex query requires the use of operators that allow you to set conditions of the search. For a detailed description of all text search options, see Building Text Queries on page 46. NOTE The mechanism for calculating search results varies, depending on whether the search entry is a single-term query, or a multiple-term query: For single-term queries, the system provides a list of all contacts that make the rank threshold in terms of their overall score, regardless of the search term's frequency. For multiple-term queries, the system bases its search logic on the industrystandard Inverse Document Frequency (IDF) factor when calculating search results. In order to maximize the relevancy of multiple-term search entries, IDF diminishes the weight of terms that occur very frequently, and increases the weight of terms that occur rarely. For more information on IDF and the way Speech Analytics calculates search results, see Ranking and Document Relevancy, page 142. You can greatly improve the efficiency of your query by using autocompletion and context-based term suggestions. You can only perform text searches if you have been assigned the Search by keywords right in the User Management > Roles Setup. Searches by keywords or phrases retrieve prioritized results, where each retrieved contact segment is ranked according to the keywords and phrases it contains. The higher the rank the more relevant that contact segment is for the search. Contact segments are sorted by rank, while the rank can range from 2 to 5 stars. Contact segments with one-star rank are excluded from results. To search for contact segments by keywords or phrases: 1 In the Search field, type the text to search for. See Building Text Queries on page 46 for a detailed explanation on various options of building your text query in the Search field. 2 As you enter words to search for, an automatic word completion list appears under the Search field. Click any relevant word to include it in your text query. In addition to serving as a spelling aid, Term Autocompletion helps you identify similar terms to the one you entered and provides valuable information on their usage. To learn more, see Using Autocompletion in Text Queries on page To receive context-based suggestions for the term in the Search field, click Visualize or More suggestions. To learn more about context-based suggestions, see Context-Based Suggestions on page Click the Find button, When searching from the Results page, click one of the following buttons: Click New Find to start a new search. Click Find Within Results to continue searching within the results that were found in the previous search. Speech Analytics Essentials User Guide 44

45 Chapter 3 - Contact Search and Analysis Searching by Terms Spoken by Agent or Customer The Results page appears displaying a list of contact segments that contain the text you searched for and have at least a two-star rank. If any filters were set before you submitted your search, the results are filtered accordingly. For additional information, see Checking if Search Filters are Set on page 77. For further details about search results, see Understanding the Results Page on page 78. If you wish to further refine your search, you can continue Searching within Found Results on page 92 while combining the term search with Refining Search Results through Different Search Methods on page 93. Searching by Terms Spoken by Agent or Customer Speaker separation enables you to search for segments by a specific term spoken by either the agent or the customer. Use the A: operator to build text queries that search for segments where the term was spoken by the agent, or the C: operator if you want to search for segments in which the term was spoken by the customer. The ability to search for segments by terms spoken by the agent or the customer comes in addition to the regular search by terms that retrieves all segments with the term, regardless of the speaker. 1 In the Search field of the home page or Results page, type the required operator: A: to search by terms spoken by the agent, or C: to search by terms spoken by the customer. 2 Type the text for which you want to search after the colon. There should be no space between the colon (:) and the next character. 3 Click the Find button when searching from the home page, or click the New Find or Search within results button when searching from the Results page. The Results page appears, displaying a list of segments that contain text you searched for. Example: When searching from the Speech Analytics home page: To search for segments in which the agent said the word help, in the Search field, type Help and click Find. The Results page appears, displaying a list of segments in which the agent said help. To search for segments in which the customer said the word help, in the Search field, type C:help and click Find. A list of segments in which the customer said help appears. To search for occurrences of the word help regardless of the speaker, perform a regular text search without any operators - in the Search field, type help and click Find. A list of segments in which the word help was detected appears. Speech Analytics Essentials User Guide 45

46 Chapter 3 - Contact Search and Analysis Building Text Queries To better understand results of searches with Speaker Separation operators, notice the following: Searches for a specific term said by the agent or customer also retrieve segments in which that term was spoken during the talk-over time when the agent and the customer were talking simultaneously. For segments recorded without Speaker Separation, the search retrieves all the segments that contain the term you searched for. You can combine the A: and C: operators with all other operators available for text queries. For a detailed description of all text search options, see Building Text Queries on page 46. Building Text Queries Text queries are used for term searches. Building complex text queries requires the use of operators, which allow you to target specific concepts and to specify retrieval conditions. Using the Auto Completion and Context-Based Suggestions features improves query efficiency and can be combined with the use of operators. Your text query can be a single word or a phrase. Searching with operators refines your query and allows enhanced search capabilities such as: Combining words and phrases Searching for those terms in the call opening or closing. Excluding contacts with a certain word. Applying more importance to contacts with a certain word. If Speaker Separation has been enabled, searching for a certain term spoken by the agent or by the customer. For more information, see Searching by Terms Spoken by Agent or Customer on page 45. The following are rules and examples of building text queries. For additional examples of compound text queries, with several operators and word combinations, see Building More Complex Text Queries on page 52. Speech Analytics Essentials User Guide 46

47 Chapter 3 - Contact Search and Analysis Building Text Queries Task: Definition Syntax: Example: Search results include: Retrieve contacts containing a word of interest Enter the word of interest. account Contacts where the word account was used. Retrieve contacts containing a certain phrase or compound word (consisting of two words) Enter your phrase enclosed in double quotes. close my account check book All contacts where the phrase close my account was used. When searching for a compound word (a word made up of two words, like checkbook ), you need to determine whether the Speech Analytics application transcribes it as one or two words. When you start typing the first few letters of the word, the autocompletion list will indicate whether checkbook has been identified as one word. It is always recommended to also try searching for the word as a single word and check the results. If you receive no results, try searching for both words as a phrase (like check book ). Retrieve contacts containing any of the words or phrases of interest Enter words and phrases of your interest. There is no need to separate the words with a comma. angry annoyed Any contact that contains either the word angry or the word annoyed, or both. Retrieve contacts containing all of the words of interest Enter the words connected with the AND operator. angry AND annoyed Any contact that contains both the word angry and the word annoyed. Speech Analytics Essentials User Guide 47

48 Chapter 3 - Contact Search and Analysis Building Text Queries Task: Definition Syntax: Example: Search results include: Retrieve contacts containing a keyword but excluding its usage in specific contexts, which are not relevant Use the NOTIN operator before the context which is irrelevant for your search. credit NOTIN credit card Contacts containing the word credit but not when used as part of the phrase credit card. Note that the search may still return contacts containing: The word card when not used as part of the phrase credit card. The phrase credit card, in case the contacts also contain the word credit not as part of that phrase. Exclude contacts containing a specific keyword. Add the minus sign (-) before the word. credit -card Contacts containing the word credit, excluding the contacts where the word card was identified. If you are using the minus operator, your query must also include at least one other keyword or phrase to search for (without the minus sign). Queries that include only terms with the minus sign are not valid and cannot be processed (for example, - card). Speech Analytics Essentials User Guide 48

49 Chapter 3 - Contact Search and Analysis Building Text Queries Task: Definition Syntax: Example: Search results include: Retrieve contacts where two words appear close to each other (from 0 to 3 words apart). Enter the words connected with the NEAR operator. close NEAR account Contacts containing phrases such as close my account, close your account, close the account, close my recently opened account etc. Note that the order you enter the keywords defines the phrases that will be searched. In the example entering close NEAR account will not return contacts with account appearing before close such as take into account that if you close it. Attribute more importance to a certain word and thus have contacts with that word appear at the top of your search results list. Add the plus (+) sign before the word. bill +credit Contacts where the word bill or credit is found, but contacts with the word credit may be ranked higher in the search result list. Retrieve contacts in which certain words of phrases were spoken by the agent Type A: and then the word, phrase or expression you are looking for. There should be no space between the colon (:) and next character. A:welcome Contacts where the word welcome was spoken by the agent (during the agent talk time) and also during the talk-over time when the agent and the customer were speaking at the same time. See Searching by Terms Spoken by Agent or Customer on page 45 for more details on this type of search. Speech Analytics Essentials User Guide 49

50 Chapter 3 - Contact Search and Analysis Building Text Queries Task: Definition Syntax: Example: Search results include: Retrieve contacts in which certain words of phrases were spoken by the customer Type C: and then the word, phrase or expression you are looking for. There should be no space between the colon (:) and next character. C:"thank you Contacts where the phrase thank you was spoken by the customer (during the customer talk time) and also during the talk-over time when the agent and the customer were speaking at the same time. See Searching by Terms Spoken by Agent or Customer on page 45 for more details on this type of search. To search a call's opening for a specific word or phrase Type [START] and then the word or phrase of your interest without a space between them. [START]welcome Contacts where the word welcome was used in the call's opening, among the first 100 words of the conversation (around 30 seconds on average). To search a call's closing for a specific word or phrase Type [END] and then the word or phrase of your interest without a space between them. [END]"thank you Contacts where the phrase thank you was used in the call's closing, among the last 100 words of the conversation (around 30 seconds on average). Speech Analytics Essentials User Guide 50

51 Chapter 3 - Contact Search and Analysis Building Text Queries Task: Definition Syntax: Example: Search results include: Contacts where a specific word or phrase is encountered in the call's opening, among a certain number of first words. Inside the [START] operator, specify the required number of words after the colon (:). [START:60]welcome Contacts where the word welcome was used in the call opening, among the first 60 words of the conversation (around 20 seconds on average). Contacts where a specific word or phrase is encountered in the call's closing, among a certain number of last words. Inside the [END] operator, specify the required number of words after the colon (:). [END:60]"thank you Contacts where the phrase thank you was used in the call's closing, among the last 60 words of the conversation (around 20 seconds on average). Unauthorized Characters The following characters cannot be used: Underscore (_) Equal sign (=) Square brackets ([]) - except for cases when they are used as part of the [START] and [END] operators. Backslash (\) Arrow heads (<>) Question mark (?) Asterisk (*) Pound (#) Operators AND, NOTIN, NEAR, [START], and [END] must be entered in upper case only. If you type any of these operators in lower case (for example, and instead of AND), the Speech Analytics application searches for them as for keywords. NOT, if typed in capital letters, is regarded as an operator. Searches with the NOT operator retrieve results where one term is more dominant than the other. For example, bill NOT credit will retrieve contact segments where bill is more dominant than credit. Contact segment containing credit will be assigned lower ranks than results containing bill only. Contact segments where credit is more dominant than bill will not be retrieved. Keywords or phrases for which you are searching are not case-sensitive. Avoid searching for frequently used words (for example, 'hello or yes ). Widely used terms by nature do not point to specific issues; therefore contacts where these Speech Analytics Essentials User Guide 51

52 Chapter 3 - Contact Search and Analysis Building Text Queries words are found receive lower ranking, which might prevent them from appearing in search results. Building More Complex Text Queries By combining operators, words and phrases, you can build more complex and specific text queries, narrowing search results to the most relevant contact segments only. Use the parenthesis () to group parts of your query. The following are some examples of more complex queries. (call NEAR back) NOTIN call back today This query will retrieve all contact segments where phases similar to call you back, call me back, didn't not call me back were detected, excluding the segments where the phrase call back today was found. called before called yesterday called earlier This query will retrieve contact segments where one or more of these phases were used: called before, called yesterday, or called earlier. [END:60]C: thank you With such a text query, the Speech Analytics application will retrieve contact segments where customers used the phrase thank you in the call's closing, among the last 60 words (around 20 seconds on average) of their part of the conversation. [START](how NEAR can NEAR help) This query will retrieve contact segments where the phrase How can I help you? or similar phrases (for example, How can we help you? ) was used in the call's opening, among the first 100 words of the conversation (around 30 seconds on average). [START]close NEAR account [START](close NEAR account) These two queries will retrieve the same results - all contact segments containing phrases such as close my account, close your account, close the account, close my recent account and similar in the call's opening, among the first 100 words of the conversation. You cannot use parenthesis after Speaker Separation operators (A: or C:). If you want to combine other operators with A: and C:, place the Speaker Separation operators before every operand. For example, a query which reads A:(close NEAR account) is not valid. You can replace this query with A:close NEAR A:account. If you want to use the plus (+) or minus (-) sign before the [START] or [END] operator, you must enclose the operator in parenthesis. For example, +[START:50]account is not a valid expression. Instead, you should write +([START:50]account). Speech Analytics Essentials User Guide 52

53 Chapter 3 - Contact Search and Analysis Guided Search Guided Search The Guided Search assists you in performing keyword searches in Speech Analytics. This section outlines the information required for understanding guided searches, by covering the following topics: Using Autocompletion in Text Queries, page 53 Context-Based Suggestions, page 55 Working with Context-Based Suggestions in a List, page 57 Working with Context-Based Suggestions in a Tree, page 58 Understanding the Term Tree, page 59 Using Autocompletion in Text Queries Autocompletion is activated every time you type the first three characters (unless configured differently) of a word in your text query. With autocompletion, Speech Analytics starts searching as you type and automatically displays a list of possible word completions, from which you can select words for your query. The list is compiled from the words that appear in transcribed contact segments. The following is an example of the autocompletion list for a keyword search. The example shows completion options that were displayed after pass was typed in the Search field. Speech Analytics Essentials User Guide 53

54 Chapter 3 - Contact Search and Analysis Guided Search In addition to ensuring correct word spelling and decreasing the amount of time spent typing words, autocompletion also performs a number of useful functions: Word Grouping, page 54 Word Frequency and Sorting, page 54 Selecting Words, page 55 Closing the Autocompletion List, page 55 Viewing Options, page 55 Searching with Operators, page 55 Word Grouping To help you identify related words, all items in the autocompletion list are grouped by their stem, including the stem variations. For example, the broke group can include not only words of the same stem ( broken, broker ) but also the stem's variants ( break, breaks, breaking ), provided these words were detected in transcribed contact segments. Word Frequency and Sorting Next to each word, you can see the number of contact segments in which this word was found (regardless of the number of occurrences or scores of the word in any of the segments), and their percentage out of the total number of transcribed contact segments. The most common word in each group appears twice: As a base word of the group - to allow selection of all words of the group. At the top of the list inside the group - to enable you to select that word only. Word groups are sorted by frequency of their base word, with the group of the most commonly used word at the top. Words within each group are sorted by frequency too. In the example above, the password group appears at the top of the list, which means that this is the most commonly used word. From the autocompletion list, you can see that this word was found in 350 segments, which constitutes 6.71% of all transcribed segments. The word password serves as the base word of this group and also appears in the list inside the group. Such words as pass and passenger were less frequently used in transcribed contacts, so their groups appear further down in the list. NOTE Search results for a selected word may include fewer contact segments than indicated in the autocompletion list. This happens because the Speech Analytics application excludes results with lower than two-star ranks from the Results page. Speech Analytics Essentials User Guide 54

55 Chapter 3 - Contact Search and Analysis Guided Search Selecting Words Click any single word in the autocompletion list to add this word to your definition. When performing keyword searches, click the base word of an expanded group to add all words of the group to the query. If you need to add the base word only, select it from the list within the group, or click it when the group is collapsed. Closing the Autocompletion List The list disappears as soon as you select a word from it. If you wish to close the autocompletion list without selecting any words from it, click anywhere outside the autocompletion list, or press the Esc button. Viewing Options Make your work with the autocompletion list more comfortable: To view the entire list of terms, use the scroll bar on the right side of the list, or resize the window by dragging the lower right corner of the window to the required size. Collapse any word group in the list by clicking the minus sings (-) to the left of the base word of the group. Searching with Operators When searching with operators (for example, NEAR, A:, C:, [START], and [END]), autocompletion recognizes the operators and ignores them. Completion is only provided for the characters that follow the operator. If you are searching using the Speaker Separation operators, A: or C:, the header of the autocompletion list reads Word occurrences in the agent's part or Word occurrences in the customer's part respectively. In the example above, no Speaker Separation operators were used, so the header states All occurrences of the word. For more information, see Building Text Queries on page 46. Context-Based Suggestions The Speech Analytics application assists you during your search by offering contextbased suggestions for your text queries. The suggestions give you ideas on other related terms to search for and help identify contexts in which these terms have been used. When preparing a list of context-based suggestions, the Speech Analytics application first compiles a list of all transcribed contact segments that contain the term. It then uses a special algorithm to analyze the words and phrases that appear in these segments and displays up to 50 of the most statistically significant terms, including phrases (appearing in quotation marks). These are the terms that have the strongest correlation with the term of your text query. The suggestions are based on the entire volume of transcribed contacts. Speech Analytics Essentials User Guide 55

56 Chapter 3 - Contact Search and Analysis Guided Search If your text query includes such operators as A:, C:, [START], and [END], the suggested items are correlated accordingly. For example, if you use the A: operator, the suggestions are based on the agent's part of the calls. For more information, see Building Text Queries on page 46. If the text query contains more than one term, suggestions refer to any of the terms. This section outlines the information required for understanding context-based suggestions for your text queries by covering the following topics: Context-Based Suggestions: List versus Tree View, page 56 Working with Context-Based Suggestions in a List, page 57 Working with Context-Based Suggestions in a Tree, page 58 Context-Based Suggestions: List versus Tree View You can view context-based suggestions for your terms in a list or in a tree view. In both cases, the same terms are displayed, but different additional information is provided. The list shows correlation of each suggestion with your search term, while the tree enables you to see how the suggested terms are correlated with each other and how they are distributed among different contexts. Learn about each way of viewing context-based suggestions in the following topics: Working with Context-Based Suggestions in a List, page 57 Working with Context-Based Suggestions in a Tree, page 58 NOTE You cannot view context-based suggestions in a list and in a tree simultaneously. Speech Analytics Essentials User Guide 56

57 Chapter 3 - Contact Search and Analysis Guided Search Working with Context-Based Suggestions in a List 1 Type the term into the Search field and click More Suggestions... to the right of the Search field. A list of suggestions based on the entire volume of transcribed contacts appears. The blue bar next to each suggestion serves as a visual indication of the suggestion's correlation with your search term. If Speech Analytics detects related terms among suggestions, it groups them under the term of the highest correlation. The groups are automatically expanded. The icon to left of a child term indicates its relationship with the parent term and can be any of the following: - a grammatical variant of the suggested term. - a synonym of the suggested term. - a phrase with the exact occurrence of the suggested term. The list is sorted by correlation, with more correlated suggestions displayed at the top. When a term group is expanded, relevance bars appear for each of the child terms, but for the parent term. To view the correlation bar of a parent term, Speech Analytics Essentials User Guide 57

58 Chapter 3 - Contact Search and Analysis Guided Search collapse the group by clicking the minus sign (-) to the left of the group. Notice that the relevance of the child terms is lesser than of its parent. TIP To view the entire list, use the scroll bar to the right of the list. 2 Review the suggestions and add the relevant ones to your query: When performing a search, click, one by one, all the terms you want to add to your query. Each term that you click is added to the Search field, and becomes bold in the list. If you wish to remove a suggestion that you just added, click the suggestion in the list again. For more information on performing keyword searches, see Searching by Keywords or Phrases on page 43. Clicking a parent term adds this term only to your query. If you need to select any child term of the group, select that specific term. 3 To close the list of suggestions when performing a search, click anywhere outside the list, or click the Close button in the top right corner of the window. Working with Context-Based Suggestions in a Tree In addition to viewing context-based suggestions for your search term in a list, as described in Working with Context-Based Suggestions in a List on page 57, you can display the same suggestions in a tree. The tree enables you to see how the suggested terms are related to one another and in which contexts they have been used. To learn about the term tree, see Understanding the Term Tree on page 59. To view and select contact-based suggestions in a tree: 1 Type the term in the Search field or create a Filter. 2 Click the Visualize button to the right of the Search field. The initial Visualize window appears, showing the suggested terms in a tree. Your search term appears in a bold dark-grey font, while the rest of the terms appear in red. 3 Review the tree to understand which terms are more correlated with each other, and the contexts in which the terms have been used. 4 To see the entire window, click the Maximize button in the top right corner of the window to enlarge the window. 5 If you want to change the search by adding or removing terms to the current search, click the terms in the tree. Each term that you click is added to the Search field, and becomes bold in the tree. To remove the term from the Search field, click the term again. Speech Analytics Essentials User Guide 58

59 Chapter 3 - Contact Search and Analysis Guided Search 6 Click Visualize to see the results for your new search request in the Visualize window. Clicking Find in the Visualize window after you entered or removed words from the Search text box, closes the Visualize window and returns you to a list of contacts generated according to your Find request in the Contact Analysis tab. Once you click the Find or Visualize button in the initial Visualize window, the Find button is replaced by the Find Within Results and New Find buttons. The Find Within Results button will preform a search within your last search results. The New Find button will preform a new search. Clicking both buttons returns you the Contact Analysis tab. 7 To close the Visualize window, click the Close button in the top right corner of the window. Understanding the Term Tree A term tree is a complex structure (see Understanding the Term Tree Structure on page 61) that shows you how terms are correlated with each other and how they are distributed among different contexts. The term tree is displayed when you visualize context-based suggestions for search terms. The following is an example of a term tree in the Visualize window. Speech Analytics Essentials User Guide 59

60 Chapter 3 - Contact Search and Analysis Guided Search The main elements of the term tree are: Nodes, page 60 Terms, page 60 Branches, page 61 Nodes There are three types of nodes in the term tree: leaf nodes, middle nodes, and one central node. Leaf nodes are final nodes on each branch that display terms. Middle nodes do not contain terms and serve as branching points only. The central node serves as a starting branching point of the tree. See Understanding the Term Tree on page 59 for more details on the central node. Terms On each leaf node, you can see a group of terms that were clustered together because of strong correlation in their usage. Speech Analytics Essentials User Guide 60

61 Chapter 3 - Contact Search and Analysis Guided Search The groups are half-transparent, so that you can see to which branch each group belongs. If groups are overlapping each other, point to one of the groups with your mouse to view this term group in a clearer way, as shown in the picture below. Overlapping Groups (No Selection) Overlapping Groups with One Group Selected Branches Typically, each branch in the term tree represents a separate context. Term groups that appear on the same branch are closely related. NOTE Term groups that appear on different branches are not necessarily unrelated. Understanding the Term Tree Structure The term tree has a hierarchical structure where branching starts from one root node and continues further down to leaf nodes. In the term tree, the layout of this hierarchy is determined by contexts in which terms have been used. The root node becomes a Speech Analytics Essentials User Guide 61

62 Chapter 3 - Contact Search and Analysis Guided Search central branching point, from which branches spread in different directions, whereas branches of related contexts are positioned closer to each other. TIP Locating the central node can be helpful in understanding the structure of the term tree. You can differentiate the central node by two lines that lead from it to its child nodes. Unlike the central mode, each middle node has three leading lines - one to its parent node, and two lines to each of their child nodes. To better understand the layout of the tree, let's take a close look at some examples. Example 1 Term groups A and B belong to one context, and groups C and D belong to a different context. In this case, groups A and B will be placed on one branch in the tree, and groups C and D will appear on a different branch. A traditional presentation of this structure is shown below. Speech Analytics Essentials User Guide 62

63 Chapter 3 - Contact Search and Analysis Guided Search To better show the two different contexts in which the terms are used, the same structure will be presented differently in the tree view. The following is an example of the term tree with a similar structure. The tree has two distinct branches related to different contexts: the upper branch refers to billing issues, the lower branch refers to a wider context, defined by such terms as date, data, information, ask and access. Speech Analytics Essentials User Guide 63

64 Chapter 3 - Contact Search and Analysis Guided Search Example 2 Term groups A, B, and C belong to one context, with a closer relation between groups A and B; group D belongs to a different context. In the tree, groups A, B and C will be placed on one branch in the tree. This branch will have two sub-branches - for groups A and B, and another one for group C. Group D will appear on a separate branch. The traditional view of the tree will be: Speech Analytics will change this layout so that you can immediately notice one context which is not related to the rest of the contexts. Speech Analytics Essentials User Guide 64

65 Chapter 3 - Contact Search and Analysis Guided Search The following is an example of implementing this structure in the term tree. Terms that belong to a separate context (dollars, dollar, pay,...) are places on a different branch, remote from other branches dedicated to related contexts. NOTE The examples show simplified trees. Typically, terms trees include up to 50 terms and have more complex structures. Speech Analytics Essentials User Guide 65

66 Chapter 3 - Contact Search and Analysis Filtering Filtering Using Speech Analytics filters help you focus and search for a specific type of contact. For example, using a filter enables you to find contacts about a specific business issue, a specific group of people, contacts recorded on a specific date, etc. The following sections describe how to work with filters, by covering the following topics: Filtering Guidelines, page 66 Defining Search Filters, page 67 Editing an Uploaded External Data File, page 68 Deleting an Uploaded External Data File, page 69 Setting Filters from the Results Page, page 69 Filter List Parameters, page 69 Checking if Search Filters are Set, page 77 Filtering Guidelines When creating filters the following factors must be considered: Filters can be set from the Homepage or from the Results page. Once a filter is defined, it applies to both pages and remains active until it is reset by clicking the Reset Filters button. Clicking the Reset Filters button returns the filter to its default state. The default state is a configurable number (that is, the last number of days). This number is configured in the Enterprise Manager. For additional information, see Defining Search Filters on page 67 and Filter List Parameters on page 69. Filter parameters can be set by manually entering one or more String values, separated by a comma or semicolon. Manually entered String values can use up to 10 Wildcard characters (*) in a single parameter field but cannot exceed 1024 characters. You cannot use the Wildcard character when manually entering Integer values. When creating a filter using an external file, consider the following: Filter parameters can be set with an external file that contains up to 500,000 multiple metadata values. The list of metadata values will be treated as filter values for the associated metadata field within the Speech Analytics filter. The external file must be either a.csv file or a text file. The values in an external file must be separated by a carriage return (Enter). You can also enter a space before and after each value. Filtering with multiple metadata values enables you to define a filter for a list of String or Integer fields. You can filter all contacts where the associated Speech Analytics Essentials User Guide 66

67 Chapter 3 - Contact Search and Analysis Filtering metadata value matches one of the values supplied in the list of String or Integer values. A filter field can contain up to three external data files. The name of an external data file external data file is subject to Windows naming conventions. Wildcard characters cannot be used in an external data file. You can upload an external data file or manually enter more than one value, for each of the following parameters: - Dialed From (ANI) - Dialed To (DNIS) - Custom Data 1 to Custom Data 75 - Extension - PBX ID - Switch Call ID - SID Key - Contact ID You can perform recurring searches using the same filter. For more information, see Working with Saved Searches on page 94. You can check if search filters have been set and also preview the filters. For more information, see Checking if Search Filters are Set on page 77. Defining Search Filters 1 In the Speech Analytics home page, click the Set Filters button. The Set Filter window displays the last filter set. 2 Define the parameters you want to use. If you want to filter according to multiple metadata values: i. Create an external data file. For information about uploading external files, see Filtering Guidelines on page 66. ii. Click the Upload button ( ) next to the parameter for which you want to upload a file. iii. In the File List Upload, click Browse and locate the file containing the multiple metadata values. iv. In the File Label field, enter a name for the file you selected. v. Click OK Once the external data file is uploaded, the parameter field will include the file label and the data and time at which you uploaded the file. Speech Analytics Essentials User Guide 67

68 Chapter 3 - Contact Search and Analysis Filtering If you want to manually enter one or more values, simply type the values in the relevant field (separated by commas or semicolons). For a detailed list of all the filter parameters, see the Filter List Parameters on page Click OK. The Results page appears displaying a list of contact segments matching the filters you set. For further details about results, see Understanding the Results Page on page 78. All the charts are updated to display the number of contact segments that match the filter that you defined. For additional information, see: Editing an Uploaded External Data File, page 68 Deleting an Uploaded External Data File, page 69 Setting Filters from the Results Page, page 69 Editing an Uploaded External Data File 1 In the Speech Analytics home page, click the Set Filters button. The Set Filter window displays the last filter set. 2 Click Download ( ), next to the parameter for which you want to download the external file. 3 Save the file in a location of your choice. 4 Edit the external file. 5 Click the Upload button ( ) next to the parameter for which you want to upload a file. 6 In the File List Upload, click Browse and locate the file containing the multiple metadata values. 7 In the File Label field, enter a name for the file you selected. 8 Click OK. NOTE An external file will not be updated in the filter if it is updated in the location it is saved. Speech Analytics Essentials User Guide 68

69 Chapter 3 - Contact Search and Analysis Filtering Deleting an Uploaded External Data File 1 In the Speech Analytics home page, click the Set Filters button. The Set Filter window displays the last filter set. 2 Click Delete ( ), next to the parameter for which you want to delete the external file. Setting Filters from the Results Page When you set filters from the Results page, Speech Analytics uses these filters to present new search results based on the keywords you entered in your last query. In some cases setting filters will refine the current search results. For example, let's say you perform a query for the word login and you receive 200 results. Let's say you now set a filter to define a date range. You should now receive less than 200 results. If you were to now set another filter such as the agent who participated in the call you would receive even fewer results. This is because the Speech Analytics application looks for the contacts containing the word login that were recorded between a specific date range and include the selected agent. However, when using filters to set different date ranges, you may receive more results with one date range than with another. For example, let's say you perform a query for the word login and you then set filters from the Results page to retrieve contacts from a specific date range. If you were to then set a different date range filter, the Speech Analytics application will look for all contacts containing the word login that were recorded during the new date range. This time you may receive more results than the previous date range. From this example you can see that setting filters does not necessarily limit the current results - instead it focuses the results on a specific contact profile based on the keywords already defined. To set filters from the Results page, click the Set Filters button, set your filters and click OK. Click here to view a description of the available filters. Note that the Results page is immediately updated to reflect the filters that you selected. NOTE The filters you set in the Results page remain selected whether you return to the home page or if you continue searching from the Results page and can also be saved for future use. See Working with Saved Searches on page 94. Filter List Parameters Search and Filters can be based on the following properties of contact segments: Agent Data, page 70 Date Range, page 72 Contact Data, page 73 Speaker Separation Data, page 74 Advanced Data, page 75 Speech Analytics Essentials User Guide 69

70 Chapter 3 - Contact Search and Analysis Filtering Agent Data Groups Description: Use the Groups search criteria to search for calls made by all agents from the selected group(s) or subgroups, including contacts made by inactive agents. Parameter: To search according to groups, select the group from the Available groups box, and click the Add Selection button to move the selected group to the Selected groups list. You can only set filters for groups to which you were assigned, and their subgroups. Note that you should never select a group from the Groups section and then select agents who do not belong to this group from the Agents section. This is because the Speech Analytics application first checks whether the agents belong to the selected group before searching for the contacts, and if they do not, you will receive no results. For this reason, you should either search for groups, or for agents, but there is no need to select items from both the Groups and Agents sections. Agents Description: Use the Agents search criteria to search for calls made by specific agents (rather than all agents in a specific group). To locate agents, select the group from the Available Groups area to which the agent is assigned. If you are not sure which exact group the agent is assigned to, select a group higher up in the tree. All agents that belong to this group, or to any groups that reside below the selected group, will be displayed in the Available agents list. Note that the Available Agents list can display up to 220 agents. If the agent you are searching for does not appear in the list, you can search for the agent by entering all or part of their name (proceeded or followed by a wildcard *) into the text search field above the tree and clicking the Find button. Your system will search for the agent within the group or subgroup you selected in the Available groups area. Parameter: You can also use the search feature to search for agents within the list that is displayed. Once you have located the agent(s) you want to search for, select them in the Available agents list and click Add Selection button to move the selected agents to the Selected agents list. You can select up to 220 agents. You can only set filters for agents associated with groups to which you were assigned, and their subgroups. Note that if you are interested in contacts made by specific agents, there is no need to select the agents' group(s) from the Groups section. If you select a group from the Groups section and then select agents from the Agents section, your system will only select calls made by the selected agents if they are assigned to the selected group(s) or their subgroups. For example, it looks for calls made by the selected agent, provided the agents are assigned to the selected group. Speech Analytics Essentials User Guide 70

71 Chapter 3 - Contact Search and Analysis Filtering Therefore, when selecting agents whose calls you want to receive, there is no need to also select groups. In addition, you should never select a group from the Groups section to which the agent does not belong. This is because the Speech Analytics application first checks whether the agent belongs to the selected group before searching for the agents' calls, and if the agent does not belong to the group, you will receive no results. For this reason you should either search for groups or for agents, but there is no need to select items from both the Groups and Agents sections. Speech Analytics Essentials User Guide 71

72 Chapter 3 - Contact Search and Analysis Filtering Date Range From the last Description: When searching for contacts, select this option to display today's contacts plus contacts from the last n days (where n is the number that you enter). Parameter: From the last X days, enter how many days back to retrieve contacts from the current day (up to 999 days). The data that is retrieved always includes today's data, so entering 1 retrieves contacts for today and yesterday, entering 2 retrieves contacts for today and yesterday and the previous day, etc. The From the last field does not support 0 option, and you cannot use it to search for today's contacts only. The search retrieves all contacts of each entire previous day included in the query plus today's contacts. Contacts are retrieved according to their local start time. For example, according to the agent's local time when the contact was recorded. Between these dates of times Description: Define the dates and times of the contacts you are searching for. Click the Calendar button to select the from and to dates from a calendar. Parameter: This field is selected by default when performing keyword searches. By default, the date range filters all available contacts in the Speech Analytics application from the last 90 days. Note that contacts are retrieved according to their local start time, (for example, according to the agent's local time when the contact was recorded). Therefore, if you are on the West Coast of the US and the local time is 11 AM, and you are searching for contacts that occurred between 7 AM and 11 AM, you will not receive contacts from the East Coast that occurred in the last three hours as the local time there is 2 PM, however, you will receive calls that occurred between 7 AM and 11 AM East Coast local time. All Dates Description: Select to show all the contacts. Parameter: When this option is selected, your search results can contain all the contacts in the Speech Analytics index. Time of day Description: Speech Analytics Essentials User Guide 72

73 Chapter 3 - Contact Search and Analysis Filtering Select a specific time range from the list or leave the Any option to look for contacts that were recorded throughout the day. Parameter: The definition of each of the options, Morning, Noon, Afternoon, Evening or Night, is defined in the Enterprise Manager. Contact Data The Contact Data area of the filter page enables you to create filters based on basic contact properties. Name: Duration Dialed from (ANI) Description Enter the minimum and/or maximum contact duration in the seconds:miliseconds format. The minimum and maximum field can contain only numeric characters. Enter the Dialed from (ANI) number for which you want to search. The value can contain up to 15 alphanumeric characters. The Dialed from (ANI) field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Dialed to (DNIS) Direction Enter the dialed to (DNIS) number for which you want to search. The value can contain up to 15 alphanumeric characters. The Dialed to (DNIS) field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Incoming to search for inbound contacts Outgoing to search for outbound contacts Internal to search for contacts performed within the contact center Unknown to search for contacts for which the system cannot determine the contact direction. <Any> to search for any of the above contact directions. Speech Analytics Essentials User Guide 73

74 Chapter 3 - Contact Search and Analysis Filtering Name: Data Set Custom Data Fields Description The Data Set field is displayed only if your system supports Custom Data sets. The field is a drop-down list displaying existing custom data sets. Select a value from the list to view custom data fields that are relevant for the set. The fields appear in the order that have been defined for this set in the CD Manager. Note that you can view only those fields that have been assigned to you in the Assignment Manager application. The default value in the Data Set field is either the first set in the list, or the one which is most appropriate for the current search. The fields that appear are those that were assigned to you in the Assignment Manager application. Each contact can contain up to 30 contact data fields. If you try to select more than 30, an error message will appear. If the contact custom data field is a text box, enter the value for which you wish to search. You can enter up to 1024 characters. You can filter according to a word in a data field by using the * wildcard. For example, entering Sal* will retrieve both the words Sale and Sales. NOTE: Custom data fields are not case-sensitive. If the From and To fields appear, enter a range of numbers. If a list box appears, select a value from the list. The values that appear in the list are those that were assigned to you in the Assignment Manager application. However, if you were also assigned the right to Search for any value, you can use the Any option to search for calls belonging to all five lines of business. If the <All> option appears, select it to search for all the values that appear in the list. If the <Any> option appears in the list, select to search for all contacts, regardless of their custom data, including those custom data fields that were not assigned to you and thus do not appear in the list. The Custom Data field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. NOTE For a detailed description of each of these properties, see Understanding Contact Details on page 86. Speaker Separation Data The Speaker Separation Data area of the filter page is displayed only if Speaker Separation has been enabled in your system. This area enables you to create filters Speech Analytics Essentials User Guide 74

75 Chapter 3 - Contact Search and Analysis Filtering based on data that is available only for those contact segments recorded with Speaker Separation. NOTE These tables describes how to use these properties for filtering. For a detailed description of each of these properties, see Understanding Contact Details on page 86. Name: Description Agent Talk-Time Percentage Customer Talk-Time Percentage Talk-over Time Percentage Number of Agent Initiated Talk-overs Number of Customer Initiated Talk-overs Enter the minimum and/or maximum percentage of the agent talk time in a contact segment to search for. Use integer values in the range from 0 to 100. Enter the minimum and/or maximum percentage of customer talk-time in a contact segment to search for. Use integer values in the range from 0 to 100. Enter the minimum and/or maximum percentage of talk-over time in a contact segment to search for. Use integer values in the range from 0 to 100. Enter the minimum and/or maximum number of times the agent interrupts the customer during the same contact segment. Enter the minimum and/or maximum number of times the customer interrupts the agent during the same contact segment. Advanced Data The Advanced area of the filter page enables you to create filters based on Enhanced Filters. Name: Exception Contact ID Description In the Exception field, select: <Any> to search for any contact segments, regardless of their belonging to exceptional contacts Only Exception Contacts to search for segments that belong to contacts that qualify as exceptions Non-exception Contacts to search for segments that did not belong to contacts that qualify as exceptions. Enter the Contact ID(s) for which you want to search. The Contact ID field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required Contact ID values. Speech Analytics Essentials User Guide 75

76 Chapter 3 - Contact Search and Analysis Filtering Name: Extension PBX ID Number of Holds Number of Transfers Number of Conferences Total Hold Time Wrap-up Time Switch Switch Call ID Description Enter the extension(s) for which you want to search. The Extension field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Enter the PBX ID(s) for which you want to search. If the switch/cti Server does not provide PBX ID, enter the login name in this field. You can search for a PBX ID using the * wildcard. For example, entering 22* will retrieve contacts with both agent 2244 and agent The PBX ID can contain up to 1024 alphanumeric characters. The PBX ID field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Enter the number of holds for which to perform the search. Enter the number of transfers for which to perform the search. Enter the number of conferences for which to perform the search. Enter the minimum and/or maximum time in seconds or seconds and miliseconds the customer was put on hold in the following format seconds:miliseconds. Enter the minimum and/or maximum time in seconds or seconds and miliseconds that the agent took to wrap up the call, in the following format seconds:miliseconds. Select the switch to which the agent logs in. The Switch Call ID field can contain up to 1024 alphanumeric characters. You can search for a word in a data field by using the * wildcard. For example, entering Sal* will retrieve both the words Sale and Sales. Note that the wildcard search is case-sensitive. If you enter S*, the search will retrieve words that begin with a capital S. The Switch Call ID field can contain one or more values, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Speech Analytics Essentials User Guide 76

77 Chapter 3 - Contact Search and Analysis Filtering Name: SID Key Silence Time Percentage Description The SID Key field can contain one or more SID Keys, by either manually entering the values (separated by a comma or semicolon) or by uploading a file containing the required metadata values. Enter the minimum and/or maximum percentage of silence time in a contact segment to search for. Use integer values in the range from 0 to 100. NOTE For a detailed description of each of these properties, see Understanding Contact Details on page 86. Checking if Search Filters are Set If a filter is set, the bar above the home page and Results page includes a Filter icon. Hover your mouse over the Filter icon above the home page or Results page to view the filters in a tooltip. In the Results page, you can also use the History bar to check if any filters have been set. If any filters have been set, the History bar includes the Filters set entry. Hover your mouse over Filters set entry in the History bar of the Results page. TIP To be able to edit the filter, click the Set Filters button. For more information, see Defining Search Filters on page 67. Speech Analytics Essentials User Guide 77

78 Chapter 3 - Contact Search and Analysis Understanding Search Results Understanding Search Results The Results page displays a list of segments that meet your search criteria. The charts in the lower area of the page are updated to include only those segments that belong to the current result set. This section outlines the information required for understanding Search Results, by covering the following topics: Understanding the Results Page, page 78 Understanding the Results List, page 80 Viewing Collapsed Details, page 82 Viewing Query Results Metrics, page 83 Working with Contact Details, page 85 Understanding the Results Page The following is an example of the Speech Analytics Results page. Speech Analytics Essentials User Guide 78

79 Chapter 3 - Contact Search and Analysis Understanding Search Results Results Page Legend: Click the Home link to display the home page in the Contact Analysis tab. The Help button in the top right corner of the application window allows you to access the application's online help at any time. The toolbar at the top of the Results page displays buttons for paging through the results of your search. Click the Query Result Metrics button to display query result metrics for contact segments retrieved in the Results page. See Viewing Query Results Metrics on page 83. The Search field allows you to perform searches by keywords or phrases, while using such guided search options as autocompletion and context-based suggestions. From the Results page, you can start a new search or continue searching within found results. For more information, see Searching in Speech Analytics on page 42. The History bar enables you to track your latest search operations and to access search results associated with your previous search criteria. See Using your Search History on page 97 to learn more about using and understanding the History bar of the Results page. The banner above the list provides a summary of the results displayed on the page. You can view the number of retrieved contact segments and their percentage out of the total number of contacts. If search filters have been set, this area allows you to preview the filters. For details, see Checking if Search Filters are Set on page 77. The banner above the results list provides a page navigation. The page navigation contains two buttons that enable you to jump to the next or previous search results page. In addition, if a filter has been applied, the page navigation contains a filter icon. Moving your mouse over the filter icon displays information about the applied filter. The following image, shows both the page navigation controls and the filter icon. The contact list displays a detailed list of contacts that were retrieved according to your search criteria and enables you to playback the retrieved contacts. For a description of each of the columns in the list, see Understanding the Results List on page 80. By default, the bottom of the page displays charts of retrieved contacts. See Using Charts on page 98 to learn more about charts and ways of working with them. If you choose to playback a contact, the charts are replaced with the Speech Analytics player, through which you can control the contact playback. For more details, see Understanding the Speech Analytics Player on page 121. If a chart does not appear, see Troubleshooting on page 147. Speech Analytics Essentials User Guide 79

80 Chapter 3 - Contact Search and Analysis Understanding Search Results If your search results produced more than 10,000 results, see Troubleshooting on page 147 to learn how to view them. When you select a contact for playback, the charts at the bottom of the Results page are replaced by the playback area. see Understanding the Speech Analytics Player on page 121 for a description of this area. Alternatively, contacts can be played back in your default Quality Monitoring application. For more details on this type of playback, see Opening a Contact on page 126. From the Results page, continue working in one of the following ways: Understanding the Results List, page 80 Playing Back Contacts in Speech Analytics, page 120 Starting a New Search, page 118 Searching within Found Results, page 92 Defining Search Filters, page 67 Working with Saved Searches, page 94 Using Charts, page 98 Understanding the Results List When looking at the Results list, note the following: The Results list will only display contacts associated with groups (and their subgroups) that were assigned to you in the Assignment Manager. The Results list will only display contacts associated with Contact Data and Conditional Contact Data values that were assigned to you in the Assignment Manager. The Results List is made up of the following parameters: No., page 81 Checkbox, page 81 Rank, page 81 Play this Contact, page 81 Keywords Found, page 82 Agent, page 82 Local Start Time, page 82 Screen Exists, page 82 Duration, page 82 Contact Details, page 82 Speech Analytics Essentials User Guide 80

81 Chapter 3 - Contact Search and Analysis Understanding Search Results No. No. is a sequential list. The contacts with the highest relevance to the search performed, appear at the top of the list. For additional details, see Rank on page 81. Checkbox Select the checkbox to mark the contact segments that you want to include in the contact data report. For more details, see Checkbox on page 81. Rank Ranking is the process by which a contact segment is given an overall score in a search. The rank is composed of different factors, including a system confidence and frequency factor, otherwise known as Inverse Document Frequency (IDF). By default, in singleterm queries, the IDF factor is not included in the calculation. For more details on IDF and when this weight is used in searches, see Ranking and Document Relevancy, page 142. Rank in Keyword Searches In keyword searches, each contact segment is ranked according to the keywords and phrases it contains. A maximum of five stars or a minimum of two stars appears in the Rank column when searching by keywords, with five stars given to the highest ranking contacts. The returned contact segment list is displayed in descending order, with the highest ranking contact segments appearing at the top of the list. Defining the Rank Threshold of a Category on page 196Rank in Filtered Searches and in Searches for All Contact Segments When you performed a search with a filter only, or when searched for all contact segments in the online database (by clicking Find in the home page), all results are displayed with 5 stars, in chronological order with the newest contact at the top of the list. The Speech Analytics online database, also referred to as the Index, stores transcribed contact segments and their details. All search, playback and analysis operations in Speech Analytics are performed against the Speech Analytics online database. If a contact segment is no longer available in the online database, it cannot be retrieved in searches or played back. Speech Analytics online database stores data of a relatively recent time period, up to a few months at most. Play this Contact Play this Contact enables you to launch the segment playback. For more details, see Playing Back Contacts in Speech Analytics on page 120. When you start the playback, the Play this contact button turns into a Close the player button, and the Speech Analytics Player appears at the bottom of the Results page, replacing the charts. You can click the Close the player button to close the player and to display the charts again. Speech Analytics Essentials User Guide 81

82 Chapter 3 - Contact Search and Analysis Understanding Search Results Keywords Found Keywords Found displays the keyword(s) (from the keyword search) that were found in the contact and the number of times that they appeared. If the contact contains multiple keywords and their list is too long to fit one line, the list appears collapsed. For details on viewing the entire list, see Viewing Collapsed Details on page 82. Agent Agent represents the name of the contact's agent, if known; otherwise, Unknown appears. Local Start Time Local Start Time represents the contact's local start time. For example, the agent's local time at the time of recording. Screen Exists The Screen Exists icon appears in this column if a screen file was recorded for this contact. This icon will appear even if the screen file has already been deleted from the system. Duration Duration represents the length of the contact. Contact Details Clicking the View contact details icon displays the contact details. See Viewing Contact Details on page 85 for more information Viewing Collapsed Details Results of various operations in the Speech Analytics application are presented as detailed tables, with one line per each entry. If the display of the details requires more than the available one line in that table grid, these details appear collapsed, with a plus sign (+) at the beginning and an ellipsis (...) at the end of the cell. You can see examples of collapsed details in the following locations: In the Results page: Speech Analytics Essentials User Guide 82

83 Chapter 3 - Contact Search and Analysis Understanding Search Results In the Keywords Found column when multiple keywords have been found for a contact. The following is an example of a collapsed list in the Keywords Found column in the Results page. You can view the entire content of the collapsed cell in the tooltip or by expanding the list. To view the tooltip, place the mouse pointer over the ellipsis sign (...) at the end of the cell. The tooltip disappears as soon as you move the mouse pointer from the ellipsis sign (...) at the end of the cell. 1 Click the plus sign (+) to expand the cell. The plus sign (+) changes to minus (-), and the row's height is adjusted to display the entire content of the cell. 2 To collapse the cell, click the minus sign (-). Viewing Query Results Metrics You can view query result metrics of any result set displayed. In the Speech Application window, click the Query Result Metrics button. A new window opens on top of the page, displaying the metrics of the current result set. When you open the application and work in the Trend Analysis tab or in the Contact Analysis tab without performing any searches, query result metrics refer to all transcribed segments. When you are working in the home page, query result metrics refer to all transcribed segments, or, if any filters have been defined, to the results that match the filter. If the Results page is displayed or you return to the Trend Analysis tab after performing a search, the metrics refer to the result set in the Results page. The following is an example of query result metrics. Speech Analytics Essentials User Guide 83

84 Chapter 3 - Contact Search and Analysis Understanding Search Results The query result metrics include: Average Silence-Time Percentage Average Number of Holds Average Number of Transfers Average Duration Average Total Hold Time If Speaker Separation for Speech Analytics has been enabled, an additional set of data (Speaker Separation metrics) is provided. These details include: Average Agent Talk-Time Percentage Average Customer Talk-Time Percentage Average Talk-Over-Time Percentage In systems that work in mixed mode and contain speaker-separated segments, as well as segments recorded without Speaker Separation, search results may include both types of segments. Speaker Separation data metrics for such results are calculated only on speaker-separated segments. In this case, an asterisk is displayed next to each of the Speaker Separation data metrics. Hover your mouse over the data to view a tooltip with an explanation on its calculation. See Speaker Separation on page 14 for more information on using Speaker Separation in Speech Analytics. See Understanding Contact Details on page 86 for a detailed explanation of each of the query result metrics. Query Result Metrics in Charts and Reports You can also view each of the query result metrics in a dedicated chart. For example, to view the average number of holds, display the Number of Holds chart. The average number of holds is displayed in the top right corner of the chart. For details on working with charts, see Using Charts on page 98. Query result metrics are also included in the header of contact data and chart reports. For more details, see on page 131 and Creating Chart Reports on page 128. Speech Analytics Essentials User Guide 84

85 Chapter 3 - Contact Search and Analysis Understanding Search Results Working with Contact Details From the Results page, you can view details of any contact segment retrieved. This section outlines the information required for understanding Contact Details, by covering the following topics: Viewing Contact Details, page 85 Understanding Contact Details, page 86 Viewing Contact Details 1 In the search results list in the Results page, locate the segment. 2 Click the View contact details icon. Contact details are displayed in a separate window on top of the Results page. Contact details include various characteristics that were obtained for a contact and its segments at the time of recording (Contact ID, ANI, DNIS, direction, duration and more) or automatically assigned according to their properties (for example, conditional custom data fields, whether the contact is exception and more). If Speaker Separation for Speech Analytics has been enabled and the segment was recorded with Speaker Separation, an additional set of data - Speaker Separation Contact Details - are provided for the segment as well. Use the scroll bar to the right of the Contact Details window to view these details. Speech Analytics Essentials User Guide 85

86 Chapter 3 - Contact Search and Analysis Understanding Search Results Speaker Separation contact details include: Number of Agent-Initiated Talk-Overs Number of Customer-Initiated Talk-Overs Total Agent Talk-Time Total Customer Talk-Time Total Talk-Over-Time For Total Agent Talk-Time, Total Customer Talk-Time, Total Talk-Over-Time the percentage value is provided as well. For example, if the Total Agent Talk-Time is 6:19 (45%), then the agent was talking for 6 min 19 sec, which constitutes 45% of the total contact segment duration. For more information on using Speaker Separation in Speech Analytics, see Speaker Separation on page 14. See Understanding Contact Details on page 86 for a detailed explanation of each of the contact details. Understanding Contact Details Contact details with which you work in Speech Analytics can belong either to contacts or to contact segments. A contact is a recorded interaction between a customer and the contact center, while a segment represents an interaction between an agent and a customer. A contact can be composed of one or more segments, depending on the number of agents the customer spoke to. For example, if a customer speaks to one agent only, the contact will contain one segment. However, if a customer was transferred from one agent to another, the contact will contain two segments. While working in the Speech Analytics application, you can view details of any single segment and display query result metrics for the entire set of retrieved segments. If Speaker Separation has been enabled, an additional set of data - Speaker Separation metrics - are provided both for single segments and for search results. Speech Analytics Essentials User Guide 86

87 Chapter 3 - Contact Search and Analysis Understanding Search Results Details of any contact segments can be exported to the Excel report. Contact details also serve as filters for contact searches. To learn more about the various operations related to using contact details, refer to the following topics: Viewing Contact Details, page 85 Viewing Query Results Metrics, page 83 Creating Contact Data Reports, page 132 and Creating Chart Reports, page 128 Defining Search Filters, page 67 The following table describes all available contact and segment characteristics which you can view and use in the Speech Analytics application. An additional Query Result Metrics table describes query result metrics which are the average values of specific contact and segment properties calculated for a given set of search results. Contact and Segmentation Details Contact Details Agent Talk-Time Percentage ANI Description Segment property. One of the Speaker Separation contact details that shows the percentage of time the agent was talking during a segment. In contact details, this parameter is displayed in parenthesis next to the total agent talk time. Segment property. The Automatic number identification (ANI) or Caller ID associated with the first recorded segment of a call. ANI is derived from CTI and is specific to the switch and call scenario. Notes: The ANI may not match the ANI of the initial call into the call center. ANI is derived from the first recorded segment of the call. For example if a first recorded segment starts on a consult, then the consultation call s, ANI will be considered the ANI value for the segment. Other examples where the ANI may not match the ANI of the initial call into the call center are call park or automatic transfers. Some CTI integrations (such as Cisco JTAPI), do not provide a specific ANI field. In these cases calling/called party information is used as a best alternative. Some CTI integrations provide pre-routed/translated ANI values or otherwise present manipulated ANI values. The manipulated ANI value is used if that is all that is available. Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI information and these are used explicitly, with no additional logic applied. Each segment s ANI value is stored separately within the segment, and ANI values are not overwritten with values from previous segments. Acquisition Recording 11.0 SP1 and prior solutions overwrite all contact segments ANI with the first segment s ANI. Speech Analytics Essentials User Guide 87

88 Chapter 3 - Contact Search and Analysis Understanding Search Results Contact Details Custom Data Customer Talk-Time Percentage Data Set Dialed from (ANI) Dialed to (DNIS) Direction Description Segment property. The actual captions of custom data fields are customer-configurable and can appear with any label (for example Account Number, Transaction, Site, Line of Business etc.) Some of these fields may be Conditional Custom Data fields, which contain predefined values that are based on customized rules defined by the system administrator. Example: The system administrator can define a Conditional Custom Data field called Line of Business. There may also be a rule whereby the Line of Business that is displayed is dependent on the DNIS that is dialed by the customer. These predefined values are also assigned to you in the Assignment Manager, in addition to the conditional contact data field itself. Segment property. One of the Speaker Separation contact details that shows the percentage of time the customer was talking during a segment. In contact details, this parameter is displayed in parenthesis next to the Total Customer Talk Time. Segment property. The Data Set field is displayed only if your system supports Custom Data sets. See ANI above. See DNIS below. Contact property. The contact direction can be one of the following: Incoming - for inbound contacts Outgoing - for outbound contacts Internal - for contacts performed within the contact center Unknown - for contacts for which the system cannot determine the contact direction. Speech Analytics Essentials User Guide 88

89 Chapter 3 - Contact Search and Analysis Understanding Search Results Contact Details DNIS Duration Description Segment property. The the dialed number identification service (DNIS) associated to the first recorded segment of a call. DNIS identifies the number that the caller dialed, useful in call centers to which calls to multiple numbers may be directed. Notes: The DNIS may not match the DNIS of the initial call into the call center. DNIS is derived from the first recorded segment of the call. For example if a first recorded segment starts on a consult, then the consultation call s, DNIS will be considered the DNIS value for the segment. Other examples where the DNIS may not match the DNIS of the initial call into the call center are call park or automatic transfers. Some CTI integrations (such as Cisco JTAPI), do not provide a specific DNIS field. In these cases calling/called party information is used as a best alternative. Some CTI integrations provide pre-routed/translated DNIS values or otherwise present manipulated DNIS values. The manipulated DNIS value is used if that is all that is available. Some CTI integrations (such as Genesys and Cisco ICM) provide explicit DNIS information and these are used explicitly, with no additional logic applied. Each segment s DNIS value is stored separately within the segment, and DNIS values are not overwritten with values from previous segments. Acquisition Recording 11.0 SP1 and prior solutions overwrite all contact segments DNIS with the first segment s DNIS. Segment property. The duration of a segment based on the start and stop time from CTI, as determined by the Recorder Integration Service. For example, if the start time is 13:21:00, and the end time is 13:22:10, the duration is 1 minute and 10 seconds. Notes: The CTI duration is the time from connected or off-hook (whichever is first to disconnect), on-hook or end of (whichever is later). Exception Contact ID Extension Contact property. Displays TRUE is the segment belonging to a contact that has been qualified as an exception and FALSE otherwise. Contacts are automatically qualified as exceptions if they meet conditions defined in the Acquisition Director. Contact property. A unique number assigned to the contact in the system. If the contact is made up of multiple interactions, each interaction has the same Contact ID. Contact ID is given by the CTI Link subsystem, and is used in most configurations to gather interactions of the same contact for playback and reporting. One Contact Id can contain up to 19 numeric digits. Value can be any number between -2^63 (-9,223,372,036,854,775,808) and 2^63-1 (9,223,372,036,854,775,807) Segment property. The extension of the agent who handled the contact. Speech Analytics Essentials User Guide 89

90 Chapter 3 - Contact Search and Analysis Understanding Search Results Contact Details Number of Agent - Initiated Talk-Overs Number of Conferences Number of Customer Initiated Talk-Overs Number of Holds Number of Transfers PBX ID Silence Time Percentage Switch Switch Call ID Talk-Over Time Percentage Description Segment property. One of the Speaker Separation contact details that shows the number of times the agent interrupted the customer during a segment. Contact property. The number of times during the contact when more than two participants were connected to the contact. Segment property. One of the Speaker Separation contact details that shows the number of times the customer interrupted the agent during a segment. Contact property. The number of times the customer was put on hold during a contact. Contact property. The number of times the customer was transferred from one agent to another during a contact. Transfers to outside parties (transfer to a party outside the PBX boundaries) are not counted as transfers by the CTI Link application. Segment property. The ID of the agent who participated in this segment of the contact. This will either be the ID the agent uses to log into the switch, or the agent's PC login name. Segment property. Shows the percentage of time when neither customer nor agent were talking during a segment. In contact details, this parameter is displayed in parenthesis next to the Total Silence-Time. Segment property. The switch to which the agent logs in. Segment property. A unique call identifier for the segment. This value is typically received through CTI or from signaling. Notes: The database field that holds this value is 16 characters, therefore it is possible that the value stored will be a truncated version of the original identifier. Only call identifiers that are received for the recorded segments of the call are available for tagging with the recording. If the Switch Call ID changes as the call is routed through the customer s telephony network, Verint can tag only the first or last one associated to the segments of the call that are recorded. Some integrations do not have a proper call ID, in which case one is generated by the Recorder Integration Service. Segment property. One of the Speaker Separation contact data that shows the percentage of time when the customer and the agent were talking simultaneously during a segment. In contact details, this parameter is displayed in parenthesis next to the Total Talk- Over-Time. Speech Analytics Essentials User Guide 90

91 Chapter 3 - Contact Search and Analysis Understanding Search Results Contact Details Total Agent Talk-Time Total Customer Talk- Time SID Key Total hold time Total Silence Time Total Talk-Over-Time Wrap up time Description Segment property. One of the Speaker Separation contact details that shows the amount of time when the agent only was talking during the segment. In contact details, you can also see Agent-Talk Time Percentage. Segment property. One of the Speaker Separation contact data that shows the amount of time when the customer only was talking during the segment. In contact details, you can also see the Customer Talk Time Percentage. Contact property. Contact property. The amount of time in seconds and miliseconds, the customer spent on hold during a contact. Segment property. Shows the amount of time when neither customer nor agent were talking during the segment. In contact details, you can also see the Silence Time Percentage. Segment property. One of the Speaker Separation data metrics that shows the amount of time when the customer and the agent were talking simultaneously during a contact segment. In contact details, you can also see the Talk-Over-Time Percentage. Segment property. The time elapsed between the end of the current contact segment and the beginning of the next contact segment. Query Result Metrics Contact Details Average Agent Talk Time Percentage Average Customer Talk Time Percentage Average Duration Description Segment property. One of the Speaker Separation data metrics that shows the average percentage of time the agent was talking during a contact segment, within the retrieved contact segments. Segment property. One of the Speaker Separation data metrics that shows the average percentage of time the customer was talking in during a contact segment, within the retrieved contact segments. Segment property. One of the query result metrics that shows the average duration of a segment, within the retrieved contact segments. Speech Analytics Essentials User Guide 91

92 Chapter 3 - Contact Search and Analysis Searching within Found Results Contact Details Average Number of Holds Average Number of Transfers Average Silence Time Percentage Average Talk-Over Time Percentage Average Total Hold Time Description Contact property. One of the query result metrics that shows the average number of holds for contacts to which the retrieved contact segments belong. Contact property. One of the query result metrics that shows the average number of transfers for contacts to which the retrieved contact segments belong. Segment property. Shows the average percentage of silence during a contact segment, within the retrieved contact segments. Segment property. One of the Speaker Separation data metrics that shows the average percentage of time when the agent and the customer were talking at the same time during a contact segment, within the retrieved contact segments. Contact property. One of the query result metrics that shows the average of the total amount of time the customer spent on hold during a contact, for contacts to which the retrieved contact segments belong. Searching within Found Results With the Results page displayed, you can further refine your current search by searching within the results. You can search for more terms, set filters, and also combine different search methods to get to better results. See Refining Search Results through Different Search Methods on page 93 for some examples of searches that involve different search methods. At any stage of your search, you can consult the History bar to reminded of your search flow and to better understand the search results. You can also use the History bar to return to any previous results of your current search. See Using your Search History on page 97 for more information. To perform a search within results: 1 With the Results page displayed, search for contacts using any of the available search methods: When performing a keyword search, click the Find Within Results button. Otherwise, if you click the New Find button, a new search will be performed. See Searching by Keywords or Phrases on page 43. Speech Analytics Essentials User Guide 92

93 Chapter 3 - Contact Search and Analysis Refining Search Results through Different Search Methods If you do not change filters, the search will be performed using previously defined filters if there were any. See Defining Search Filters on page 67. TIP Check if search filters have been set. See Checking if Search Filters are Set on page The search is performed within the results that were found in the previous search, and new results are displayed. NOTE In contrast to the behavior of single-term queries, as described in Searching by Keywords or Phrases on page 43, where the system does not use IDF to calculate search results, when refining a search for a single term by using Find Within, the system does use IDF to calculate the results. This is because a refined search is handled like a multiple-term search, and all multiple-term searches include the IDF weighting when calculating search results. For more information on this functionality, see Ranking and Document Relevancy, page 142. Refining Search Results through Different Search Methods To get the best search results, you can combine different search methods. The following are some examples of such combinations. If you want to retrieve all contact segments related to a particular problem that occurred in the last few days, you can refine your keyword search by defining a filter that includes the number of days back you are searching for, or a date range. Perform your search as follows: 1 Set the time range filter. 2 Perform a keyword search related to the problem within found results. The search results will include only those contact segments that occurred within the specified date range and that contained the keywords you searched for. NOTE If you enter keywords into the Search field in the home page (without clicking the Find button) and then set filters from the home page, the Results page displays the search results according to the filters you set, and not according to the keyword(s) you entered. However, the keyword(s) you entered are displayed in the Search field in the Results page, and you can now click Find within results to perform a search with both the keywords and the filters that you set. Speech Analytics Essentials User Guide 93

94 Chapter 3 - Contact Search and Analysis Working with Saved Searches Working with Saved Searches Saving searches can be convenient if you have to perform reoccurring search queries for the same search criteria and do not want to have to define the criteria manually each time you want to perform the search. Saving a search query using a date range, such as From the last 7 days, can provide you with a handy tool for searching specific criteria in a relative date range. For example, if you want to perform a weekly search for customer complaint calls from the last week, you can save search criteria that contains the relevant keywords and a sevenday date range. Saved searches can include both keywords and filters and are performed from the Results page. There are two types of saved searches: Private Search: Can only be used, deleted and/or renamed by the user who created it. Public Search: Can be used by all users within the same Speech Analytics instance. It is visible within the user s list of available saved searches. A public search can only be renamed and deleted by the user that created it and by a user with Speech Analytics and Assignment Manager permissions. By default, the Administration Group is created with these permissions. You can have a maximum of 100 Public searches. When working with Saved Searches you can: Accessing Saved Searches, page 94 Saving a Search, page 95 Renaming a Saved Search, page 96 Changing a Private Saved Search to a Public Saved Search, page 96 Deleting a Saved Search, page 97 Accessing Saved Searches Once you've saved your search criteria, you can access your searches from the My Searches area in the Speech Analytics home page. When you access a saved search, the search is automatically performed using the predefined search criteria you saved. Even if your saved search already includes filters, you can use additional filters in combination with a saved search to further refine your results. For more information on Filters see Defining Search Filters on page 67. NOTE If you return to the home page after using a saved search containing filters, the filters will be set. Use the Reset Filters button if you do not want to use these filters. Speech Analytics Essentials User Guide 94

95 Chapter 3 - Contact Search and Analysis Working with Saved Searches To access a saved search: 1 From the Speech Analytics home page, in the My Searches area, click the name of the search you want to view. The system performs the search and returns a Results List, based on your selection. NOTE A Private search is represented by the icon: and a Public search is represented by the icon:. For more information on pubic and private searches, see Working with Saved Searches on page 94. In some cases, your saved search may become inaccessible. This can occur if: Your visibility settings have changed and you are no longer authorized to view some data that was included in the search. Your system administrator changed your public saved search. Once your public search is changed by your system administrator, you are no longer the owner of that specific search. Saving a Search Searches are saved per user. This means that only you or the system administrator can create and delete the searches. To save a search: 1 Once you are satisfied with the search results you have received, click Save Search in the Results page. The Save Searches dialog box appears. 2 In the Enter a name for your saved search field, type a name for the search. The name can consist of up to 30 alphanumeric characters, excluding the following symbols: quotation marks ("), apostrophes ('), periods (.), semicolons (;), colons (:), backslash (\), and arrow heads (< >). 3 To make the search available for all users, select the Public Saved Search checkbox. To make the search only available to you, do not select this checkbox. Speech Analytics Essentials User Guide 95

96 Chapter 3 - Contact Search and Analysis Working with Saved Searches 4 Click OK. The saved search is added to the My Searches folder in the Speech Analytics application home page. NOTE You cannot edit or override a saved search. To change the search criteria of a saved search: 1 Execute the search using the saved search. 2 Make the relevant changes to the search criteria. 3 Save the search under a new name. 4 Delete the original saved search. 5 Once deleted, you can rename the new saved search the same name as the deleted one. To rename a saved search, see Renaming a Saved Search on page 96. Renaming a Saved Search 1 In the Speech Analytics application home page, click Manage My Searches. The Manage My Searches window appears. 2 Click the Rename icon ( ) associated with the search you want to rename. The Rename Saved Search window appears. 3 Enter the new name and click OK. 4 Click Close to return to the home page. Changing a Private Saved Search to a Public Saved Search In order for a search to be available to all users it must be a Public Saved Search. To change a Private Saved Search to a Public Saved Search: 1 In the Speech Analytics application home page, click Manage My Searches. The Manage My Searches window appears. 2 Click the Private Saved Search icon ( ) associated with the search that you would like to make public. Once you click the Private Saved Search icon, it turns the search into a Public Saved Search, and the icon changes into the Public Saved Search icon ( ). To toggle between the Public Saved Search and the Private Saved Search, click the Public Saved Search icon. NOTE The user who created the Public Saved Search or a user with Speech Analytics and Assignment Manager permissions are the only users with the permissions to change a Public Saved Search into a Private Saved Search. Speech Analytics Essentials User Guide 96

97 Chapter 3 - Contact Search and Analysis Using your Search History Deleting a Saved Search 1 In the Speech Analytics application home page, click Manage My Searches. 2 Click the Delete icon associated with the Saved Search you want to delete. The Confirm dialog box appears with the following question: Are you sure you want to delete this saved search? 3 Click Yes to confirm. 4 Click Close to return to the home page. Using your Search History The Speech Analytics application keeps track of your activities during the search and shows them on the History bar of the Result page. Each entry on the bar displays your previous search criteria and the number of found results. This information clearly represents your search flow and helps you better understand the results displayed. For more information, see History Bar Items on page 98. The following is an example of the History bar. As you can see in the example, the following search activities took place: 1 First all contact segments (a total of 10516) were retrieved by clicking the Find button in the home page, without any keywords entered. 2 After that, a search for the thank you phrase within these results was performed and brought 1550 contact segments. 3 The last search operation was filtering, which reduced the number of results to 65. Each entry on the History bar also serves as a link that allows you to return to previous results in your search. To return to the previous search results: On the History bar of the Result page, click the required entry. Once you clicked a previous search item, the History bar does not longer display subsequent searches. The search history is cleared as soon as you return to the Speech Analytics home page or start a new search by clicking the New Find button. Speech Analytics Essentials User Guide 97

98 Chapter 3 - Contact Search and Analysis Using Charts History Bar Items The following table describes all the items that can appear on the History bar. Item Description Comment Keyword(s) Filters Set Filters Cleared All contacts Saved search name Selected filter, (for example, Date 4 April 08) The keywords you entered as your search criteria. This item appears when you set filters from the Results page. This item appears when you reset filters from the Results page. This item appears when you set filters from the home page (followed by Filters Changed), and when you click Find in the home page without first entering keywords. This item appears when you select a saved search. The selected filter appears when a chart column has been selected. Move your mouse over the Filters Changed text to view the filters you set. Clicking on this item will display a list of all available contacts. To see any filters that were set as part of the saved search, move your mouse over Filter icon above the results list. Using Charts Charts show statistical information about all transcribed contacts or the specific subset of contacts you have retrieved from the Results page. The charts help you identify trends in your contacts, for example, that a certain problem seems to happen during the evening shift, or that words indicating dissatisfaction are highly correlated with your technical support center. Two bar charts covering a range of contact-related are displayed at the bottom of the Speech Analytics home page and in the Results page. By default, the home page displays three charts: Agent, Duration and Date, and the Results page displays the Duration and Date charts. You can use the Show Legend icon to show each column's title in a legend at the side of the chart rather than beneath the chart. This topic discusses: Viewing the Number of Contact Segments in Charts, page 99 Viewing Percentage Values in Charts, page 99 Drilling-down into Charts, page 101 Chart Descriptions, page 101 Speech Analytics Essentials User Guide 98

99 Chapter 3 - Contact Search and Analysis Using Charts If a chart does not appear, refer to Troubleshooting on page 147. Viewing the Number of Contact Segments in Charts Before a search or filtering has been performed, the values displayed in the charts represent the total number of transcribed contact segments. Once a search query has been performed, the chart shows the number of segments that match the query. For example, before a query has been performed, in the Date chart you may see that there are a total 20 transcribed contacts in the Speech Analytics application from the 7th of June. If you then perform a query for the word login and then look at the Date chart in the Results page, you may see that 10 results were found from the 7th of June. This means that out of the 20 contact segments recorded on the 7th of June, 10 of the segments contained the word login. In any chart, you can view the number of contact segments in each bar. To view the number of contact segments in each bar: Hover your mouse over the bar in the chart. The number of segments is displayed in a tooltip. The following is a tooltip example on the Duration chart in the home page, without any queries performed. The tooltip shows that the total number of short contact segments is 147. Viewing Percentage Values in Charts When viewing results in the Results page after performing a query, you can toggle the chart display between numeric or percentage values. Both values are calculated and displayed per each bar in the chart. While the numeric value represents the number of segments in the bar, the percentage value shows the percent of these segments out of the total number of segments available for that bar. Speech Analytics Essentials User Guide 99

100 Chapter 3 - Contact Search and Analysis Using Charts The percentage is calculated by dividing the numeric value of the bar displayed in the charts after performing a search with the total number of contacts available for the bar, irrespective of the query that was performed. For example, if there are a total of 20 contacts in the Speech Analytics application from the 7th of June, 10 of which match the search, the percentage displayed in the date chart for the 7th of June will be 50% (10/ 20). For example, the value 10 in the Date chart represents 50% of all contacts recorded on the 7th of June. NOTE When you select a filter without entering keywords, the percentage value is not calculated as the value in the results charts already represents the total number of contacts that match the filter, and thus the percentage will always be 100%. For example, if there are 20 contacts from the 7th of June and you drill down on the 7th of June in the chart (or set it as a filter and click Find), the resulting chart will also display 20 contacts. If percentage values for a chart are available, the Show percentage of total icon displayed to the left of the chart name. is To display the chart values as a percentage of total: 1 Click the Show percentage of total icon. The chart reloads to display the percentage values for each bar. 2 Hover your mouse over the bar to see the percentage of segment out of the total number of segments. The following is a tooltip example on the Duration chart in the Results page, after a query was performed. The tooltip shows that short segments constitute 23.8% of the total number of short contact segments (35 out of 147). Speech Analytics Essentials User Guide 100

101 Chapter 3 - Contact Search and Analysis Using Charts Drilling-down into Charts You can click on any column in a chart to view a set of contacts that match the value that you selected. If you select a group that contains subgroups (rather than agents), the subgroups will be displayed. Clicking a subgroup will display its subgroups, until the group you click contains agents, and then the agents will be displayed in the chart. The Speech Analytics application behaves differently depending on the chart you select: Clicking a bar in a chart (excluding the Keyword charts) sets the bar's value as a filter. In this case, when performing a new keyword search from the Results page (by clicking Find New), the previously selected chart column will be used as a filter when performing the search. To remove the filter, select Reset Filters. For more information on filtering, see Defining Search Filters on page 67. Clicking on a column in the Keyword chart does not affect the filters that have been set. In this case, when performing a new keyword search from the Results page (by clicking Find New), the previously selected chart column (for example, keyword) will be ignored when performing the search. Chart Descriptions You can use the drop-down list that appears above each chart to choose one of the following charts: NOTE Each chart contains a horizontal line that represents the average number of contacts/segments for the selected chart. Speech Analytics Essentials User Guide 101

102 Chapter 3 - Contact Search and Analysis Using Charts Keyword, page 102 Date, page 103 Time of Day, page 103 Agent, page 104 Agent Group, page 105 Duration, page 106 Direction, page 106 ANI, page 106 DNIS, page 107 PBX ID, page 107 Number of Conferences, page 108 Number of Holds, page 109 Number of Transfers, page 109Total Hold Time, page 110 Wrap-up Time, page 110 Extension, page 111 Exception Contacts, page 111 Agent Talk Time Percentage, page 112 Customer Talk Time Percentage, page 113 Silence Time Percentage, page 114 Talk-Over Time Percentage, page 115 Custom Data and Conditional Custom Data, page 116 Star Ranking, page 117 Keyword When performing a keyword search, this chart displays the number of contacts found for each of the keywords. This chart is only available from the Results page, and only appears if a keyword search has been performed (for example, if you only perform a filter search or search for all contacts in Speech Analytics, this chart is not available). Speech Analytics Essentials User Guide 102

103 Chapter 3 - Contact Search and Analysis Using Charts Date In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per date. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. When the chart needs to display a range of up to 14 days, each day is displayed. For a range of between 15 and 92 days, the dates are displayed as weeks, and for ranges above 92 days, the dates are displayed as months. Time of Day In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per time of day the contacts were recorded. Speech Analytics Essentials User Guide 103

104 Chapter 3 - Contact Search and Analysis Using Charts When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The contacts are grouped into the following times of day: 03:00-06:00 06:00-09:00 09:00-12:00 12:00-18:00 18:00-03:00 These definitions are defined in the Enterprise Manager. The contacts are displayed according to agent's local time at the time of recording. Agent In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per agent. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven agents, starting with the agent that had the most contacts. To see the next batch of agents, click the Show next results icon. To jump to the agents with the lowest number of contacts, click the Show last results icon. Speech Analytics Essentials User Guide 104

105 Chapter 3 - Contact Search and Analysis Using Charts Agent Group In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per group. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven groups, starting with the groups that had the most contacts. To see the next batch of groups, click the Show next results icon. To jump to the groups with the lowest number of contacts, click the Show last results icon. Speech Analytics Essentials User Guide 105

106 Chapter 3 - Contact Search and Analysis Using Charts Duration In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per contact duration, displayed in the following default ranges: Very short (0-35 seconds by default), Short (35 secs. -1 min. 55 by default), Average length (1:55-3:00 by default), Long (3:00-5:00 by default), Very long (5:00-90:00 by default). The definitions for these ranges are defined and can be changed in the Enterprise Manager where the instance is created. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. Above the chart, you can see the average duration of contacts, in seconds, to which segments included in the chart belong. Direction In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per direction. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. ANI In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per ANI. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven ANI values, starting with the ANI values that had the most contacts. To see the next batch of ANI values, click the Show next results icon. To jump to the ANI values with the lowest number of contacts, click the Show last results icon. Speech Analytics Essentials User Guide 106

107 Chapter 3 - Contact Search and Analysis Using Charts DNIS In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per DNIS. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven DNIS values, starting with the DNIS values that had the most contacts. To see the next batch of DNIS values, click the Show next results icon. To jump to the DNIS values with the lowest number of contacts, click the Show last results icon. PBX ID In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per PBX ID. Speech Analytics Essentials User Guide 107

108 Chapter 3 - Contact Search and Analysis Using Charts When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven PBX ID values, starting with the PBX ID values that had the most contacts. To see the next batch of PBX ID values, click the Show next results icon. To jump to the PBX ID values with the lowest number of contacts, click the Show last results icon. Number of Conferences In the home page, when no filters have been set, this chart displays the total number of available transcribed contact segments, per number of conferences that can occur in contacts. When a filter has been set or a search has been performed, the chart displays the number of contact segments for the search results or defined filters. Speech Analytics Essentials User Guide 108

109 Chapter 3 - Contact Search and Analysis Using Charts Number of Holds In the home page, when no filters have been set, this chart displays the total number of available transcribed contact segments, per number of holds that occurred in the contacts. When a filter has been set or a search has been performed, the chart displays the number of contact segments for the search results or defined filters. Above the chart, you can see the average number of holds for contacts whose segments are included in the chart. Number of Transfers In the home page, when no filters have been set, this chart displays the total number of available transcribed segments, per number of transfers that can occur in contacts. When a filter has been set or a search has been performed, the chart displays the number of contact segments for the search results or defined filters. Above the chart, you can see the average number of transfers for contacts whose segments are included in the chart. Speech Analytics Essentials User Guide 109

110 Chapter 3 - Contact Search and Analysis Using Charts Total Hold Time In the home page, when no filters have been set, this chart displays the total number of available transcribed contact segments, per total hold time, displayed in the following default ranges: Very short (0-5 seconds), Short (5-10 seconds), Average length (10-20 seconds), Long (20-60 seconds), Very Long (above 60 seconds.). When a filter has been set or a search has been performed, the chart displays the number of contact segments for the search results or defined filters. Above the chart, you can see the average number of total hold time for contacts whose segments are included in the chart. Wrap-up Time In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per wrap-up time (for example, the additional time the agent spent closing the contact after s/he finished talking to the customer), displayed in the following default ranges: Very short (0-1 min), Short (1-2 mins.), Average length (2-3 mins.), Long (3-4 mins.), Very Long (above 4 mins.). When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. Speech Analytics Essentials User Guide 110

111 Chapter 3 - Contact Search and Analysis Using Charts Extension In the home page, when no filters have been set, this chart displays the total number of available transcribed contacts, per extension. When a filter has been set or a search has been performed, the chart displays the number of contacts for the search results or defined filters. The chart displays up to seven extensions, starting with the extensions that had the most contacts. To see the next batch of extensions, click the Show next results icon. To jump to the extensions with the lowest number of contacts, click the Show last results icon. Exception Contacts In the home page, when no filters have been set, this chart displays the number of contacts that met an Exception rule defined in the Rule Editor, for the total number of available transcribed contacts. For example, an Exception rule can be created for all contacts that contain more than four transfers. Contacts with more than four transfers Speech Analytics Essentials User Guide 111

112 Chapter 3 - Contact Search and Analysis Using Charts will be designated as exception contacts, will be pushed into the Exception Contacts folder in the Customer Xperience application, and are included in the Is Exception chart. When a filter has been set or a search has been performed, the chart displays the number of exception contacts for the search results or defined filters. Agent Talk Time Percentage The Agent Talk Time Percentage chart is displayed only if Speaker Separation has been enabled in your system. In the home page, when no filters have been set, this chart displays the total number of available transcribed segments, per agent talk time percentage. The X-axis displays bars for the following default ranges: Very short (0-20%), Short (20-40%), Average length (40-60%), Long (60-80%) and Very Long (80-100%). The Y axis shows the number of segments in each group. When a filter has been set or a search has been performed, the chart refers to retrieved contact segments, and not to the entire volume of transcribed segments. The agent talk time percentage can be calculated only for segments that were recorded with Speaker Separation. Segments recorded without Speaker Separation, if such are included in the result set, are omitted from the chart. As a result, the number of segments in such a chart is lower than the number of the segments in the result set. Above the chart, you can see the average agent talk time percentage calculated for segments included in the chart. If segments recorded without Speaker Separation were omitted from the chart (and therefore, also from the calculation), an asterisk appears next to the calculated average. TIP Hover your mouse over the asterisk to view a tooltip with an explanation on this value's calculation. You can also view the average agent talk time percentage in the query result metrics. For more information about the query result metrics, see Viewing Query Results Speech Analytics Essentials User Guide 112

113 Chapter 3 - Contact Search and Analysis Using Charts Metrics on page 83. Customer Talk Time Percentage The Customer Talk Time Percentage chart is displayed only if Speaker Separation has been enabled in your system. In the home page, when no filters have been set, this chart displays the total number of available transcribed segments, per customer talk time percentage. The X-axis displays bars for the following default ranges: Very short (0-20%), Short (20-40%), Average length (40-60%), Long (60-80%) and Very Long (80-100%). The Y axis shows the number of segments in each group. When a filter has been set or a search has been performed, the chart refers to retrieved contact segments, and not to the entire volume of transcribed segments. The customer talk time percentage can be calculated only for segments that were recorded with Speaker Separation. Segments recorded without Speaker Separation, if such are included in the result set, are omitted from the chart. As a result, the number of segments in such a chart is lower than the number of the segments in the result set. Above the chart, you can see the average customer talk time percentage calculated for segments included in the chart. If segments recorded without Speaker Separation were omitted from the chart (and therefore, also from the calculation), an asterisk appears next to the calculated average. Speech Analytics Essentials User Guide 113

114 Chapter 3 - Contact Search and Analysis Using Charts TIP Hover your mouse over the asterisk to view a tooltip with an explanation on this value's calculation. You can also view the average customer talk time percentage in the query result metrics, see Viewing Query Results Metrics on page 83. Silence Time Percentage In the home page, when no filters have been set, this chart displays the total number of available transcribed segments, per silence time percentage. The X-axis displays bars for the following default ranges: Very short (0-20%), Short (20-40%), Average length (40-60%), Long (60-80%) and Very Long (80-100%). The Y axis shows the number of segments in each group. When a filter has been set or a search has been performed, the chart refers to retrieved contact segments, and not to the entire volume of transcribed segments. Above the chart, you can see the average silence time percentage calculated for segments included in the chart. When Speaker Separation is enabled, Silence time is detected and provided by the recorder. When Speaker Separation is disabled, Silence time is provided by the Speech Transcription process. Speech Analytics Essentials User Guide 114

115 Chapter 3 - Contact Search and Analysis Using Charts You can also view the average silence time percentage in the query result metrics. For more information about the query result metrics, see Viewing Query Results Metrics on page 83. Talk-Over Time Percentage The Talk-Over Time Percentage chart is displayed only if Speaker Separation has been enabled in your system. In the home page, when no filters have been set, this chart displays the total number of available transcribed segments, per talk-over time percentage. The X-axis displays bars for the following default ranges: Very short (0-20%), Short (20-40%), Average length (40-60%), Long (60-80%) and Very Long (80-100%). The Y axis shows the number of segments in each group. When a filter has been set or a search has been performed, the chart refers to retrieved contact segments, and not to the entire volume of transcribed segments. The talk-over time percentage can be calculated only for segments that were recorded with Speaker Separation. Segments recorded without Speaker Separation, if such are included in the result set, are omitted from the chart. As a result, the number of segments in such a chart is lower than the number of the segments in the result set. Above the chart, you can see the average talk-over time percentage calculated for segments included in the chart. If segments recorded without Speaker Separation were omitted from the chart (and therefore, also from the calculation), an asterisk appears next to the calculated average. Speech Analytics Essentials User Guide 115

116 Chapter 3 - Contact Search and Analysis Using Charts TIP Hover your mouse over the asterisk to view a tooltip with an explanation on this value's calculation. You can also view the average talk-over time percentage in the query result metrics, see Viewing Query Results Metrics on page 83. Custom Data and Conditional Custom Data Up to 30 custom data and conditional custom data charts may appear in the list, depending on how your system has been configured. The names of these charts are also configurable and are defined when your system is set up. The Speech Analytics application supports up to 25 contact custom data fields, per contact, whose values come from CTI data obtained from the switch (for example, Account Number, Transaction, Site, etc). In addition, the Speech Analytics supports up to 5 conditional custom data fields, per contact. These data fields contain predefined values that are based on customized rules defined by the system administrator. For example, there may be a Customizable Custom Data field called Line of Business. Your organization can define a rule whereby the Line of Business that is displayed is dependent on the DNIS that is dialed by the customer. The conditional custom data values to which you have access are assigned to you in the Assignment Manager. So, your system may have five lines of business, but you may only be assigned to three of the five. As a result, the chart that you will see will only show these three values. However, if you were only assigned three of the five values, but you were also assigned the right to Search for any value, you will be able to see all five lines of business. Speech Analytics Essentials User Guide 116

117 Chapter 3 - Contact Search and Analysis Using Charts The chart displays up to seven Custom Data values, starting with the Custom Data values that had the most contacts. To see the next batch of Custom Data values, click the Show next results icon. To jump to the Custom Data values with the lowest number of contacts, click the Show last results icon. Star Ranking This chart enables you to display the current result set of calls by their Star Ranking. This chart is only available when creating a chart report. It is not available from the Results List page. For more information, see Creating Chart Reports on page 128. Speech Analytics Essentials User Guide 117

118 Chapter 3 - Contact Search and Analysis Starting a New Search Starting a New Search You can start a new search from the Speech Analytics home page or from the Results page. If any filters were used in the previous search, you need to decide whether you want to keep them, and if not, reset them first. Otherwise, the filters will be applied to your new search, and the search results will be filtered accordingly. 1 If you wish to reset the filters that were used in the previous search, click the Reset Filters button. If you do not reset the filters, the results of your new search will be filtered by them. TIP To see the currently set filters, place your mouse over the Filter icon above the results list to view the filters in a tooltip. 2 Use any of the search methods: Searching by Keywords or Phrases, page 43 Defining Search Filters, page 67 3 Click the Find button when searching from the home page, or click the New Find when searching from the Results page. The Results page appears displaying a list of contacts matching your search criteria. NOTE If you wish to further refine your search, you can continue Searching within Found Results on page 92 while Refining Search Results through Different Search Methods on page 93. Speech Analytics Essentials User Guide 118

119 Chapter 4 Contact Playback This chapter outlines the information required for understanding how to playback contacts, by covering the following topics: Playing Back Contacts in Speech Analytics, page 120 Understanding the Speech Analytics Player, page 121 Speech Analytics Player without Speaker Separation, page 124 Viewing Screens, page 125 Opening a Contact, page 126

120 Chapter 4 - Contact Playback Playing Back Contacts in Speech Analytics Playing Back Contacts in Speech Analytics You can play back contact segments that have been retrieved in the Results page. While a contact segment is being played back, you can view its screens and simultaneously view a transcript of the call. NOTE You can also open contact segments in the Portal. See Opening a Contact on page 126 for more information. To playback a contact segment: 1 In the Results page, click the Play this contact button for the segment you want to playback. The Play this contact button turns into a Close the player button, and the Speech Analytics Player appears at the bottom of the Results page, replacing the charts. For a detailed explanation of the player, see Understanding the Speech Analytics Player on page 121. NOTE If the Play this contact button does not appear, refer to Troubleshooting on page 147. If your system is set to playback audio over speakers or headphones, the audio is immediately played back. 2 Upon listening to the audio, click the Close the player button. Speech Analytics Essentials User Guide 120

121 Chapter 4 - Contact Playback Understanding the Speech Analytics Player Understanding the Speech Analytics Player The following is an example of the Speech Analytics player. NOTE The appearance of the Speech Analytics Player depends on the way the segment was recorded - with or without Speaker Separation. This picture illustrates the Speech Analytics Player for a contact segment recorded with Speaker Separation. For segment recorded without Speaker Separation, the player does not contain any Speaker Separation information. See Speech Analytics Player without Speaker Separation on page 124. The Speech Analytics Player displays the following elements: Audio Waveform, page 121 Callouts, page 122 Speaker Separation Bars, page 122 Progress Bar, page 123 Playback Control Buttons, page 123 Audio Waveform A single wave in the player represents the audio graphically. NOTE For stereo-recorded contact segments, the audio waveform combines the audio recorded from both channels. Parts of the waveform are color-coded to indicate the following characteristics of the conversation: For contact segments recorded with Speaker Separation: Blue color: the agent is speaking. Speech Analytics Essentials User Guide 121

122 Chapter 4 - Contact Playback Understanding the Speech Analytics Player NOTE When there is an internal conference call where there are three parties in the call (the customer and two agents), the customer is regarded as one side of the conversation while all agents are combined on the other - agent's - side of the conversations. Green color: the customer is speaking. Aqua color: either both the agent and the customer are speaking at the same time, or the system could not identify the speaker. Gray color: silence For segments recorded without Speaker Separation: The Blue color represents the voice of both the agent and the customer. Callouts Callouts point to the location of keywords that you searched for on the waveform. You can click a callout to jump to the relevant place in the audio. The appearance and position of callouts is different for contact segments recorded with Speaker Separation and for contact segments recorded without it. For segments recorded with Speaker Separation: callouts are positioned and colorcoded by the speaker: Callouts to the terms spoken by the agent are positioned above the waveform, in blue (for example, tracking number). Callouts to the terms spoken by the customer are positioned below the waveform, in green (for example, tracking number). Callouts to terms that were detected during talk-over time, when both the agent and the customer were talking at the same time, appear twice - both above and below the waveform - but pointing to the same location. The text color in such callouts is aqua (for example, tracking number). For segments recorded without Speaker Separation: All callouts appear above the audio waveform, in blue, regardless of the speaker. All callouts appear above the audio waveform, in blue. When a term callout is active - either because you selected it, or because the playback has reached the location in the conversations where the term was spoken - the colors of the callout change to the inverse ones. Once the player progresses past the associated area of conversation, the callout is reverted to its default colors. Speaker Separation Bars Speaker Separation bars are displayed only for contacts recorded with Speaker Separation. Speaker Separation bars are two horizontal bars located below the waveform. The top bar, in blue, represents the agent, and the lower bar, in green, represents the Speech Analytics Essentials User Guide 122

123 Chapter 4 - Contact Playback Understanding the Speech Analytics Player customer. Each bar is filled with color when the respective participant is talking. Talkover time, when the agent and the customer were talking at the same time, is marked in both bars with the aqua color. Non-colored areas on the bars correspond to silence in the audio waveform. Speaker Separation bars, together with the audio waveform, give you a full picture of the dialog between the agent and the customer. Progress Bar The slider on the progress bar advances as the playback of the segment progresses. You can drag the slider to move to a different place in the conversation. Above the progress bar, on the right, you can see the counter, which increments during the audio playback, and the total duration of the contact segment. If the contact segment which is being played back was encrypted, a lock icon is displayed above the progress bar, on the right. If only some components of the contact were encrypted (for example, audio is encrypted and screens are not), the lock icon is half-transparent. Playback Control Buttons Use these button to control audio playback. Buttons Play/Pause Mute Volume View Screens Stop Previous Keyword Next Keyword Description Plays the audio after pressing Pause or pauses the audio after pressing Play. Mutes the audio. Adjusts the volume. Displays the agent's screens in a separate window. To read more about viewing agent's screens, see Viewing Screens on page 125. The button is disabled if the segment does not contain screens. Stops the playback and rewinds the call back to the beginning. Jumps the playback to the previous instance of a keyword. Jumps the playback to the next instance of a keyword. NOTE The adjustments you make to the volume, as well the display of the screen window, are maintained for the playback of all the segments retrieved for your current search. However, when you perform another search and then play segments, the default volume settings are restored, and the screen window is hidden. Speech Analytics Essentials User Guide 123

124 Chapter 4 - Contact Playback Speech Analytics Player without Speaker Separation Speech Analytics Player without Speaker Separation The appearance of the player depends on the availability of Speaker Separation data for the segment being played. NOTE For more details, see Speaker Separation on page 14. The following is an example of the Speech Analytics Player for segments recorded without Speaker Separation. For segments recorded without Speaker Separation, the player does not display any speaker indications: Audio Waveform Voice energy levels are represented as a series of peaks: the absence of the peak indicates silence. NOTE For stereo-recorded contact segments, the audio waveform combines the audio recorded from both channels. Callouts All callouts are displayed above the audio waveform, in blue, regardless of the speaker. Speaker Separation Bars Speaker Separation bars are not displayed for segments recorded without Speaker Separation. NOTE The functionality of the Speech Analytics Player remains the same regardless of the way the contact segment was recorded - with or without Speaker Separation. For a full description of the Speech Analytics Player and its full functionality, see Understanding the Speech Analytics Player on page 121. Speech Analytics Essentials User Guide 124

125 Chapter 4 - Contact Playback Viewing Screens Viewing Screens When you click on the View Screens icon in the playback area, the screens associated with this call are displayed in a separate window. NOTE If there are no screens associated with this call, the Screen Exists icon will not appear in the Results list. The Screen Exists icon will appear even if the screen file has already been deleted from the system. From the screen window, you can perform the following actions: Configuring the Screen Display, page 125 Controlling Audio Playback while Viewing Screens, page 125 Force the screen window to always appear on top of any other selected screen. Configuring the Screen Display By default, the agent's screen is reduced to fit into the window. To view the screen in its original resolution, click the Actual Size button. The recorded screen appears in its original resolution and the Actual Size button appears as follows. Clicking the button again shrinks the screens to fit the window. You can now resize the window to suit your viewing needs. For example, you can place the screen window at the top of the screen and leave the play controls in the playback area visible, or you can place the screen window at the bottom of the screen and continue playing back different calls from the Results window without needing to move the screens each time. Each time you position and resize the screen window, the window remains the same size and position for all subsequent contacts that you open from the Results window, until the next time you resize/reposition or until you leave the Results page altogether (either to return to the home page or to navigate to a different page). Controlling Audio Playback while Viewing Screens An alternative way of viewing the screens is clicking the Maximize button and controlling the audio playback by right-clicking anywhere on the screen and using the menu to play, pause, stop and adjust the volume of the playback. If you want the screen window to remain on top of all other windows on your desktop, even when you click on another window, click the Always on Top button. To remove the Always on Top setting and let selected windows cover the screen window, click the Always on Top button again. Speech Analytics Essentials User Guide 125

126 Chapter 4 - Contact Playback Opening a Contact Opening a Contact Once you have performed a search in the Speech Analytics application, you can open contact segments in the QM & Analytics Portal applications. These are the Quality Monitoring, Contacts, or Customer Xperience applications. Opening a contact in each specific application gives you access to its functionality. For example, after opening a contact in Quality Monitoring, you can perform an evaluation, assign a flag, or forward the contact to an agent. If you have access to more than one application, you can select which of these applications to use as default for playing back contacts from Speech Analytics. This can be done via the Portal's preferences page which can be accessed by clicking the Preferences button from the Portal home page. Click the start time in the Start Time and Data column of the contact you want to playback. The selected contact opens in your assigned application. Speech Analytics Essentials User Guide 126

127 Chapter 5 Reports and Data Export This chapter outlines the information required for understanding how to work with reports and how to export data, by covering the following topics: Reports and Data Export, page 128 Creating Chart Reports, page 128 Creating Contact Data Reports, page 132 Compare Two Result Sets Overview, page 134 Managing Reports, page 139

128 Chapter 5 - Reports and Data Export Reports and Data Export Reports and Data Export The Speech Analytics application offers the following methods of data export for sharing and backup: Creating Chart Reports, page 128 Creating Contact Data Reports, page 132 Compare Two Result Sets Overview, page 134 All export tasks and reports are listed in the Saved Reports window from which you can open them, save to other locations, or delete once this information is not longer needed. See Managing Reports on page 139. Creating Chart Reports You can export charts data to the Excel or PDF format by creating chart reports, which you can then save to any location or print. Both Excel and PDF reports contain the same header that includes: Report type and name. Name of the Speech Analytics instance where the report was created. Creation date. Details of the search query. Search filter. The number of retrieved contact segments and their percentage out of the total number of segments. Query result metrics. The body of the chart report depends on the selected report format. The PDF report only displays the first page of the results received from the selected charts. The Excel report shows each chart's data in a textual format, which can be more suitable for analysis. The Excel chart reports include the following values per each chart included: Name - displays either Agent, ANI, Time of day, etc., depending on the type of chart. For example, in a "Time of day" chart, the chart is divided between different times of day (morning, evening, etc.) and these values will be displayed. Value - the number of contact segments corresponding to the specified query and filter. NOTE If you select to create a chart report in Excel, each chart in the report will only include the first 100 columns. Speech Analytics Essentials User Guide 128

129 Chapter 5 - Reports and Data Export Creating Chart Reports To create a report containing chart data: 1 From the Speech Analytics home page, or from the Results page, click the Create Report button. The Create Reports dialog box opens. 2 Select Reports. 3 Give the report a unique name. This is the name that will appear for this export task on the Saved Reports page. 4 Select Export to PDF or Export to Excel. NOTE For export to PDF, additional options are available: Display the charts with legends Display values as percentages - this option appears only if you click on the Create Report button from the Results page. Select the required option for exporting charts to the PDF format. 5 Click the check boxes beside the charts that you wish to include in your report, or click Select All Charts to include all available charts. 6 Select or clear the Open Saved Reports Screen check box. If the check box is selected (default), the Saved Reports window is automatically opened after you save the report. From the Saved Reports window, you can open the report immediately upon its generation. If you clear the check box, then after you save the report, the Create Report window will be closed, and you will return to the page from which you created the report. TIP You will be able to open the report from the Saved Reports window at a later time by clicking the Saved Reports button in the Speech Analytics home page. For information on the Saved Reports window and managing saved reports, see Managing Reports on page Click OK to save the report. Speech Analytics Essentials User Guide 129

130 Chapter 5 - Reports and Data Export Creating Chart Reports Excel Report Example Speech Analytics Essentials User Guide 130

131 Chapter 5 - Reports and Data Export Creating Chart Reports PDF Report Example NOTE If reports produced include single-term queries without the IDF calculation (which is the default functionality), the report will indicate this exclusion by an asterisk (*), along with a note at the bottom of the report indicating that the IDF calculation was excluded. For more information on IDF, see Ranking and Document Relevancy on page 142. Speech Analytics Essentials User Guide 131

132 Chapter 5 - Reports and Data Export Creating Contact Data Reports Creating Contact Data Reports You can export contact data by creating a report containing certain contact segments. The report can include all segments, a partial selection of segments (as chosen by you), a random selection of segments (automatically selected) or a specific number of contacts starting from the first contact. Speech Analytics allows export of up to 10,000 contact segments and displays the exported contact information in an Excel file. Contact Data Report Example Speech Analytics Essentials User Guide 132

133 Chapter 5 - Reports and Data Export Creating Contact Data Reports The report's header includes: Report type and name. Name of the Speech Analytics instance where the report was created. Creation date. Details of the search query. Search filter. The number of retrieved contact segments and their percentage out of the total number of segments. Query result metrics. The report body displays a line per each contact segment that includes: All the information available for that segment in the Result page, in the context of that search. For example, segment's rank in the search and the keywords found. Contact details. For a detailed description of contact details included in the report, see Understanding Contact Details on page 86. To create a contact data report: 1 Perform one of the following: If you wish to export all contact segments or their random selection, click the Create Report button on the toolbar - either from the home page or from the Results page. If you wish to export specific contact segments: a. Perform a search. b. From the Results page, select the contact segments to export. c. Click the Create Report button on the toolbar. The Create Reports dialog box opens. 2 Give the report a unique name. This is the name that will appear for this export task on the Saved Reports page. 3 Select Export Contact Data. 4 Choose one of the following: All Contacts - to export all contact segments matching the current query and filter. A limitation of 10,000 applies if there are more than 10,000 contacts in the database. Selected only - This option is displayed only if you are creating the report from the Results page and you selected some contact segments in step 1. Select this option to export the selected contact segments only. Export first <X> contacts - to select a partial number of contact segments, starting from the first. Random selection of <X> contacts - to produce a list of contact segments selected at random. 5 Select or clear the Open Saved Reports Screen check box. Speech Analytics Essentials User Guide 133

134 Chapter 5 - Reports and Data Export Compare Two Result Sets Overview 6 If the check box is selected (default), the Saved Reports window is automatically opened after you save the report. From the Saved Reports window, you can open the report immediately upon its generation. 7 If you clear the check box, then after you save the report, the Create Report window will be closed and you will return to the page from which you created the report. TIP You will be able to open the report from the Saved Reports window at any later time by clicking the Saved Reports button in the Speech Analytics home page. For information on managing saved reports, see Managing Reports on page Click OK. Compare Two Result Sets Overview Comparing Two Result Sets enables you to quickly create a report that compares data from two different predefined Saved Search result sets. The purpose of this feature is to help you recognize the unique terms/phrases associated with one Saved Search and not the other. For example, when you want to understand why a group of calls were successful and others were not, you can create a Comparing Two Result Sets report to pinpoint what was unique about the successful calls when compared to the unsuccessful calls. The Comparing Two Result Sets report is displayed as a table in Excel. The table shows the specific data field differences between the two selected result sets. For more information, see Comparing Two Result Sets Report Analysis on page 136. Typically the Comparing Two Result Sets report is created in up to 20 minutes. For more information about how to create a Compare Two Results Sets report, see Comparing Two Result Sets on page 134. NOTE Each of the result sets should include at least 750 contacts. Comparing Two Result Sets 1 From the Speech Analytics home page, or from the Results page, click the Create Report button. The Create Report window opens. 2 Select the Compare Two Result Sets tab. 3 Type the name of the Comparing Two Result Sets report in the Report Name field. 4 Select the type of result sets you want to compare. Speech Analytics Essentials User Guide 134

135 Chapter 5 - Reports and Data Export Compare Two Result Sets Overview 5 Hover over and click the Filter, Terms and/or Context icons in the table, to display the type of filter and terms associated with the specific Saved Search. 6 From the Saved Search table, select and click one of the two result sets you want to compare. 7 Click the Add button for Result Set 1. 8 From the Saved Search table, select one of the two result sets you want to compare. 9 Click the Add button for Result Set Select or clear the Open Saved Reports Screen check box. If the check box is selected (default), the Saved Reports window is automatically opened after you save the report. From the Saved Reports window, you can open the report immediately upon its generation. If you clear the check box, then after you save the report, the Create Report window will be closed and you will be returned to the page from which you created the report. You will be able to open the report from the Saved Reports window at any later time by clicking the Saved Reports button in the Speech Analytics home page. For more information, refer to Managing Reports on page Click the Create Report window to create the report. The Saved Reports window is opened after a few seconds. Speech Analytics Essentials User Guide 135

136 Chapter 5 - Reports and Data Export Compare Two Result Sets Overview Comparing Two Result Sets Report Analysis The Compare Two Result Sets report enables you to recognize the terms/phrases that differentiate one result set (Category or Saved Search) over another result set, by showing the ratio of a word/phrase compared to another word/phrase in both results sets. NOTE The Comparing Two Results Sets report will include the top 50 results ordered according to ratio. Any results for which the ratio is <1.5% will not be included in the report. The final Comparing Two Result Sets report will include the following details: Data Instance Name Created Query History Effective Filter Contacts (Count) Contacts (Percentage) Contacts (Overlap) Query Result Metrics Differentiating Terms Unique Terms Description Indicates the unique name of the instance. Indicates the report creation date. For a Category set, Query History contains the name of the category and the number of contacts that make up its result set. For a Saved Search set, Query History contains all the searches made (that is, terms, phrases, categories, etc.), in chronological order. The number represents the result of each search. Indicates the filters selected for the query. Indicates the amount of contacts associated with the result set. Indicates the percentage of Count value out of the entire user contact visibility size. Indicates the intersection size of each set. The lower the Overlap the better, since a low overlap indicates a big difference between the two result sets. Indicates the metrics of the two result sets. Contains two tables: The first table represents the terms/phrases that are prominent to the first result set compared to the second result set. The second table represents the terms/phrases that are prominent to the second result set compared to the first result set. Both tables are sorted according to the percentage of occurences ratio from highest to lowest. Both Differentiating Terms tables are made up of the following columns and rows: - Unique Terms - % Occurrences - % Occurrences Ratio - White line Indicates the word/phrase that appears in both result sets. Speech Analytics Essentials User Guide 136

137 Chapter 5 - Reports and Data Export Compare Two Result Sets Overview Data Description % Occurrences Indicates the percentage of times the word/phrase appears out of the total amount of contacts in the specific result set. % Occurrences Ratio Indicates how relevant one word/phrase is in a result set when compared with the same word/phrase in the other result set. For example, Applications has an % Occurences Ratio of Budget has an % Occurences Ratio of For this reason, the word Applications is more relevant than the word Budget when the Good result set is compared to the Account result set (see the example below). The % Occurrences Ratio is calculated by dividing the first result set by the second result set in the first table and the second result set by the first result set in the second table. White line Indicates that the word/phrase is either a synonym, variant or subset of the word/phrase in the line above. The following is an example of comparing two Saved Search results: For more information, see Compare Two Result Sets Overview on page 134. Speech Analytics Essentials User Guide 137

138 Chapter 5 - Reports and Data Export Compare Two Result Sets Overview Speech Analytics Essentials User Guide 138

139 Chapter 5 - Reports and Data Export Managing Reports Managing Reports The Saved Reports window contains a list of all the reports you have created. From this window, you can: View report details in each of the Saved Reports Columns on page 139 Refreshing the Report Status on page 140 Saving a Report on page 141 Deleting a Report on page 141 Saved Reports Columns The Report Status column gives a brief description of the export task status, and the number and percentage of files that have been exported. The icons in the left most column display a graphical status for each export task: Icon Name Description New Task In Queue In Process Completed Failed Indicates a new task has been created but has not yet entered the queue. Indicates that this task has not been processed yet. Indicates the export of this task is still in progress and shows the percent of data that has been processed. Indicates that this export task is complete and available for use. Indicates that this export task has failed. Speech Analytics Essentials User Guide 139

140 Chapter 5 - Reports and Data Export Managing Reports The Report Name column displays a link bearing the name you assigned the report when you created it. Click the link to open the report. For Excel files, a dialog box appears asking if you wish to open or save the file. If the file is a PDF file, it opens in Adobe Acrobat. The Description column displays a detailed description of the report. For example, filters set, start and end dates, ANI, number of contacts included, etc. Click the Description button to open the Description dialog box containing relevant report details. Click the Close button to close the Description dialog box. The Creation Date column displays the report's creation date and time, from newest to oldest. The Type column displays the type of report you requested: Contacts or Charts. The Format column displays icons for either Excel or PDF formats. The Size column displays the file size, in kilobytes (KB) or Megabytes (MB). Files smaller than 1 MB in size are displayed in kilobytes, and files larger than 1 MB are displayed in Megabytes. The Save As column allows you to download the report. NOTE The Save As button appears only for reports that are completed, and does not appear for reports that are in queue, in process or failed. The Delete column allows you to delete a report, regardless of the current status of the task. Refreshing the Report Status The Saved Reports window is opened before the report creation is complete. Speech Analytics Essentials User Guide 140

141 Chapter 5 - Reports and Data Export Managing Reports The Saved Reports window contains a Report Status column that indicates (in percentage), how much of the report has been created. To refresh the Report Status: 1 From the Saved Reports window, click the Refresh button. The report status is updated. Saving a Report 1 From the Save As column, click the Save As button. The Save As dialog box appears. 2 Select the path and file name and click OK. The file is downloaded to the specified location. Deleting a Report 1 From the Delete column, click the Delete button. The Delete Task dialog box appears. 2 Click Yes to delete the export task. Speech Analytics Essentials User Guide 141

142 Chapter 6 Ranking and Document Relevancy Retrieving Information: Recall Vs. Relevancy, page 143 Single and Multiple-Term Search Queries, page 144

143 Chapter 6 - Ranking and Document Relevancy Retrieving Information: Recall Vs. Relevancy Retrieving Information: Recall Vs. Relevancy The mechanism for retrieving information in Speech Analytics is designed to suit your specific business needs. Depending on your search entry, the mechanism adapts the way it calculates and presents the search results: Search Results Based on Recall: In the recall search mechanism, search results include all contacts that make the rank threshold in terms of their overall score, regardless of the search term's frequency in the index. In this case, a contact s rank is determined by the number of instances of the search term within the contact, and the contact s individual score. No frequencybased weighting is applied to the contact s ranking. This search mechanism is used for single term queries (such as "late charge"), because when searching for a single term, the importance of the search is on the recall of the term. Weighting related to a term's frequency is done between terms, and therefore it is only relevant for search entries containing more than one term. Search Results Based on Relevancy: In searches based on the relevancy of the term, the system bases its search logic on the industry-standard weight used widely in information retrieval called Inverse Document Frequency (IDF). The IDF weight is a statistical measure used to evaluate how important a term is in the index, which is based on the term's frequency in the index. IDF diminishes the weight of terms that occur very frequently, and increases the weight of terms that occur rarely. IDF is used only in multiple-term entries (such as credit debt payment), as the importance of the search is on the relevancy or power of the term within the index. For multiple-term search entries, a contact's rank is determined by the number of detected terms, their individual scores, and on the frequency of the term in the index. If a term appears very frequently in the index, the IDF will be low. In this case (because the IDF is low), the highest ranked contacts will be the ones that contain many instances of that term, which then increases the overall score of the contact. The following table summarizes how each search mechanism calculates the search results for each type of search query: Search Mechanism Search Query Type Definition Recall Single-term queries The system returns all contacts that make the rank threshold in terms of their overall score, regardless of the search term s frequency in the index (without IDF). Relevancy Multiple-term queries The system uses IDF to determine the relevancy and power of the term within the index, diminishing the weight of terms that occur very frequently, and increasing the weight of terms that occur rarely. For detailed information and use cases on the different types of search queries, see Single and Multiple-Term Search Queries on page 144. Speech Analytics Essentials User Guide 143

144 Chapter 6 - Ranking and Document Relevancy Single and Multiple-Term Search Queries Single and Multiple-Term Search Queries As described in Retrieving Information: Recall Vs. Relevancy on page 143, the system retrieves information and calculates search results based on the type of search entry you entered a single term or phrase query, or a multiple term or phrase query. The following table describes the differences between the two types of searches, the operators and examples for each type of search: Search Entry Definition Examples Single-term Query One word or phrase One word or phrase with position-oriented operators (such as NEAR, START, END, NOTIN) Multiple-term Query More than one word or phrase More than one word or phrase with AND, OR (indicated by a space), NOT, minus (-) and plus (+) operators Manager late charge (call NEAR back) NOTIN call back today [END:60]C: thank you [START](how NEAR can NEAR help) [START:50]close NEAR account angry annoyed angry AND annoyed late -charge late +charge NOTE To indicate a single phrase query (including more than one word), use quotations around the phrase (such as late charge ). The system processes this as a single phrase and calculates the search results accordingly (without the IDF weight). To search for one word or another word (which is a multiple-term query), do not use quotations around the phrase (such as credit debt). The system processes this as a multiple-term query, and calculates the search results accordingly (with the IDF weight). For detailed examples of entering a single-term and multiple-term queries, see the following use cases: Single Term Query Default Use Case on page 145: Enter a single-term query, with the search results including all contacts that make the rank threshold in terms of their overall score, regardless of the search term's frequency Single Term Query Using Find Within Use Case on page 145: Refine a single-term query search by using the Find Within option, which uses the IDF weighting to rank the search results, since the system evaluates it now as a multiple-term query Single Term Query Using IDF Use Case on page 146: Force IDF for single-term queries Multiple Term Query Use Case on page 146: Enter a multiple-term query, with the search results using the IDF weighting to find the relevant terms in the index Speech Analytics Essentials User Guide 144

145 Chapter 6 - Ranking and Document Relevancy Single and Multiple-Term Search Queries Single Term Query Default Use Case The following describes a use case for entering a single-term search query: 1 In the Search field, enter the single-term or phrase with the relevant operators (as described in Single and Multiple-Term Search Queries on page 144). For example: late charge 2 By default, the system performs a pure, raw search of the term and returns all contacts that make the rank threshold in terms of their overall score, regardless of the frequency of the term. To indicate this search mechanism, an asterisk (*) appears next to the number of search results. For example: late charge (200)* You can also view a tooltip that states that the search results were calculated without using the IDF weight by placing your cursor over the term with the search results. These search results indicate that the system executed a search for all contacts containing the term late charge and found 200 contacts that made the rank threshold in terms of the overall score. In addition, a tooltip appears, explaining that the search was performed without using the IDF weighting. Single Term Query Using Find Within Use Case The following describes a use case for refining a single-term query by using the Find Within option. If you use this option, the system will use the IDF weighting to rank the search results, because the system evaluates it now as a multiple-term query: 1 Enter your search entry (for example: late charge ), and click Find. 2 As the search entry is a single term, the system searches for all contacts containing the term within the rank threshold and will return the following search results: late charge (200)* These search results indicate that the system searched for all contacts that contained late charge that made the rank threshold and found 200 contacts. 3 To refine your original search entry ( late charge ), enter another search entry (for example: help), and click Find Within Results. 4 The system now treats the entry as a multiple-term query ( late charge AND help), and will return the following search results: late charge (200)* > help (100) These search results indicate that the system executed a new search for late charge AND help and used the IDF calculation to find 100 relevant contacts with the term. Speech Analytics Essentials User Guide 145

146 Chapter 6 - Ranking and Document Relevancy Single and Multiple-Term Search Queries Single Term Query Using IDF Use Case The following describes a use case for forcing the IDF weighting for single-term queries: 1 To override the default for single-term searches and to force the IDF weighting for these types of searches, use the keyword: [IDF] before the search entry. For example: [IDF] late charge 2 In this case, the system will perform the search using the IDF weighting, as in multiple-term search queries (see Multiple Term Query Use Case on page 146), and will present the results accordingly: For example: [IDF] late charge (50) These search results indicate that the system executed a search for late charge using the IDF calculation and found 50 relevant contacts containing this term. Multiple Term Query Use Case The following describes a use case for entering a multiple-term search query: 1 In the Search field, enter the multiple-term or phrase with the relevant operators (as described in Single and Multiple-Term Search Queries on page 144). For example: angry annoyed 2 The system uses the IDF weighting to calculate the search results, as the importance of the search is on the relevancy or power of the term within the corpus. For example: angry annoyed (100) In this case, the system translates this entry into: angry OR annoyed, and therefore, calculates the search results using IDF. The system found 100 relevant contacts in the corpus. Speech Analytics Essentials User Guide 146

147 Chapter 7 Troubleshooting This chapter outlines the following troubleshooting topics: Frequently Asked Questions, page 148 Charts Troubleshooting, page 148 Error Messages, page 150 Filter Troubleshooting, page 153 General Troubleshooting, page 155 Playback Troubleshooting, page 157 Speaker Separation Troubleshooting, page 158 Searches Troubleshooting, page 161 Trends Troubleshooting, page 164

148 Chapter 7 - Troubleshooting Frequently Asked Questions Frequently Asked Questions The following list provides troubleshooting tips for FAQ s you may encounter: When do New Transcription Rules Start to Work?, page 148 What Happens to a Transcription Rule if a Group that is used in it has been Deleted from the System?, page 148 Can I Define a Rule for a Root-Level Group?, page 148 When do New Transcription Rules Start to Work? While defining a new rule, you specify the date on which you want to enable the rule, and your rule will be working from the specified day onward. If you specify the today's date, the rule will be activated within an hour upon being created. What Happens to a Transcription Rule if a Group that is used in it has been Deleted from the System? When a group that participates in a rule is deleted, the rule continues to work, provided it contains any other existing groups. If all groups participating in the rule are deleted, the rule will still exist in the system but will not work, since there will be no situations in which this rule will apply. Can I Define a Rule for a Root-Level Group? Yes. You can define transcription rules for any level groups - both leaf groups containing agents and higher groups containing other groups. Charts Troubleshooting The following list provides troubleshooting tips for Chart problems you may encounter: The Average Line Value in the Charts is Different from the Average Value, page 149 The Chart Does Not Appear, page 150 Speech Analytics Essentials User Guide 148

149 Chapter 7 - Troubleshooting Charts Troubleshooting The Average Line Value in the Charts is Different from the Average Value As shown in the following image, the average line value of the following charts is different from the average value in the top right corner of each chart. Duration Number of Holds Number of Transfers Total Hold Time Agent Talk-Time Percentage Customer Talk-Time Percentage Silence-Time Percentage Talk-Over-Time Percentage The line that appears across the charts represents the average number of contact segments per group. The average value at the top of the charts represents the average of the examined parameter, for example the average duration. It is important to note that the Speaker Separation charts only include segments recorded with the Speaker Separation feature. Therefore, an asterisk appears next to the calculated average. For additional information see Using Charts on page 98. Speech Analytics Essentials User Guide 149

150 Chapter 7 - Troubleshooting Error Messages The Chart Does Not Appear When trying to view a chart in the Speech Analytics application home page or the Results page, an Internet Explorer time-out event may occur, whereby the chart does not appear. To view the chart, right-click the place where the chart should be and select Show Picture from the menu. Error Messages The following list provides troubleshooting tips for problems you may encounter: The Current Speech Analytics Session has Expired. Please reopen the Speech Analytics Application, page 150 The following message appears: Due to network problems this contact's transcription could not be retrieved., page 150 Action failed around 3 am, page 151 Media Components Cannot be Accessed for Playback, page 151 Login Failed. Your Account is Probably not Defined Properly. Contact your System Administrator for more Information., page 152 Adobe Flash Player is Required to View Trend Charts. You can Download the Player from the Adobe Downloads Site., page 153 The Speech Analytics Application cannot be opened. Connection to the Server or one of its Components is Down. Please try to Open Speech Analytics at a Later Time. If the Problem Persists, Contact your System Administrator., page 153 The Current Speech Analytics Session has Expired. Please reopen the Speech Analytics Application The Speech Analytics Portal cannot be idle for more than a configurable amount of minutes. If Speech Analytics is idle for more than the configurable amount of minutes, the user is redirected to a login page. Once the user s credentials (password and username) are entered, the page is loaded again. Due to network problems this contact's transcription could not be retrieved. This message appears when a disconnection occurs between the Speech Analytics Application Server and the user's desktop. In this situation, the audio and screens may still be played back. Speech Analytics Essentials User Guide 150

151 Chapter 7 - Troubleshooting Error Messages Action failed around 3 am If you log into the Portal before 3 am and continue to work, you may encounter some problems that cause your action to fail. (For example, you may fail to submit an evaluation or fail to open a contact from the search results list etc.) The problem may be caused by your system's maintenance activities, which occur by default at 3 am. If required, your system administrator can change the time these maintenance activities are performed. You will receive a message that describes the error and what corrective actions must be performed. Messages for example: "User profile or system definitions have been modified. Please log out and log in again for updated changes to take effect. If the problem persists, contact the System Administrator" or "Internal error. Notify the System Administrator to contact the help desk" or "Your Web Portal session has expired. Please close all open browser windows and log in to your system again". 1 In the Internet Information Services (IIS), select the relevant application pool. 2 In the Recycle tab, select the default time and click Remove. 3 Enter the preferred time and click Add. 4 Click OK. Media Components Cannot be Accessed for Playback When media components cannot be accessed for playback the following error message appears: "At least one media component could not be accessed for playback (audio and/or screens). Click OK to close this message, and then click the play icon. The existing media components will be played back." message appears when you: Try to playback from the search results page or folder list. Try to playback a contact in the workspace page. This message means that your workstation failed to access one of the contacts components (audio or screens). If the contact indeed has both media components, you can close the message and click Play. If one of the components was successfully accessed, it will be played back. 1 Check whether the file was downloaded to the workstation s Temporary Internet Files folder as follows: a. Open Internet Explorer. b. From the Tools menu, select Internet Options. The Internet Options dialog box appears. c. In the Temporary Internet Files group box, click Delete Files. The Delete Files dialog box appears. d. Select the Delete all offline content check box and click OK. You return to the Internet Options dialog box. e. Click Settings. The Settings dialog box appears. Speech Analytics Essentials User Guide 151

152 Chapter 7 - Troubleshooting Error Messages f. Click View Files. Your Temporary Internet Files folder opens in Windows Explorer. g. Repeat the action that caused the message to appear (for example, open the contact again in the Results page). h. Search your Temporary Internet Files folder (opened in step f above) and all sub-folders for the downloaded contact. Search for the *.wav or *.vox.wav (for audio files) or *.avi (for audio+screen files) extension. Your system files are named in the following format: XX_YY_start-time. XX is the Acquisition Module and YY is the channel. If you found the file you were trying to playback, proceed to steps 2-3. If the is not found, proceed to step 4. 2 If the file is found in the folder, it means the file was successfully downloaded to the server. Verify the following IT issues: Make sure your recording platform's DNS (host) name is configured in your DNS Server or local hosts file. After you fix this, try to repeat the action that caused the error (for example, return to the search results list and select the file again). If your system includes recording on physically remote sites, where the storage servers are in a different domain, verify there is a trust relationship between the workstation's domain and the domain you are trying to access for playback. 3 Now you need to determine why the file cannot be played back. Double-click the file to play it back using the Media Player. If you succeed, this indicates a problem in playing back from your Speech Analytics platform, likely caused by the current Internet settings. Compare the proxy server settings to a workstation that can playback. Your Speech Analytics platform and the audio and screen storage servers must be in the proxy server's exception list. If you cannot playback the file, try to playback a downloaded contact using Media Player. If you succeed, this indicates a problem in your recording platform playback. Try to uninstall the Multimedia Support Package, and then access the Speech Analytics application again to begin the automatic download of the package. If you fail, this indicates a general playback problem on this workstation. Contact your organization's technical support for assistance. 4 If the problem persists, additional file access troubleshooting is required. Contact technical support. Login Failed. Your Account is Probably not Defined Properly. Contact your System Administrator for more Information. Working with Speech Analytics requires that you have permission to do so. If you were not give permissions (for example, rights) for Speech Analytics you will not be able to log into it. To work with Speech Analytics, give the user the relevant permissions in Assignment Manager, refer to the Assignment Manager Online Help for more details. Speech Analytics Essentials User Guide 152

153 Chapter 7 - Troubleshooting Filter Troubleshooting Adobe Flash Player is Required to View Trend Charts. You can Download the Player from the Adobe Downloads Site. When attempting to view a Trend chart the following error message appears: Error Message: Adobe Flash Player is Required to View Trend Charts. You can Download the Player from the Adobe Downloads Site.Please Download and Install Latest Flash Version From the Following Location: Adobe Flash Player is required to view Trend charts. Verify that Adobe Flash Player Version 9 and above has been installed. The Speech Analytics Application cannot be opened. Connection to the Server or one of its Components is Down. Please try to Open Speech Analytics at a Later Time. If the Problem Persists, Contact your System Administrator. Contact the your System Administrator and refer to the System Administration Online Help for more details. Filter Troubleshooting The following list provides troubleshooting tips for Filter problems you may encounter: Cannot Find a Contact Group, page 153 Why Can t I See All Groups?, page 154 Groups and Agents, No Search Results are Returned, page 154 Why are Expected Contacts Missing, When Performing a New Search?, page 154 Cannot Find a Contact Group If you are trying to access a transcribed contact in the Speech Analytics application and are using the group as a filter, note the following behavior: in the Speech Analytics application, a contact is associated to a group according to the agent's group association on the day the contact was recorded. If the agent has since been assigned to a new group, searching by the new group will not return this contact. Instead, search for the contact by entering the agent's name only, without selecting a group. For example, if Sara belonged to Group A on Monday, but was moved to Group B on Tuesday, if you perform a search on Thursday for her calls recorded on Monday, search by Group A. Alternatively, just search by Sara's name, and do not use the group as a filter. Speech Analytics Essentials User Guide 153

154 Chapter 7 - Troubleshooting Filter Troubleshooting Why Can t I See All Groups? In the Speech Analytics application, you can only view contacts made by agents that have either been directly assigned to your group(s), or that are assigned to subgroups of your groups. Therefore, when setting filters, you will not be able to see the entire organization, unless you were assigned to a group at the top of the organizational hierarchy, and all search results will include contacts belonging to these agents only. Group assignment is performed in the Assignment Manager. Groups and Agents, No Search Results are Returned In such a scenario, the Speech Analytics application first checks whether the selected agents belong to the selected group before searching for the contacts. If the selected agents do not belong to the selected group the search is aborted and therefore no results are returned. For this reason, every time you set a filter or a search, verify that the selected agents are part of the selected group. Do not select an agent that is not part of the selected group. For more in-depth information, see Filter List Parameters on page 69. Why are Expected Contacts Missing, When Performing a New Search? When performing a new search, you might be seeing a subset of the Expected results list. For example, not all of the contact segments you expected will appear in the list. The reason you are not seeing the full result list for your new search is that Filters for your previous search are still enabled. Filters are not automatically cleared every time you create a new search. If Filters are currently set, the bar above the search results will contain the following: Filters are currently set Filter icon. To view the filters that are currently set, place your mouse over the Filter icon above the results list. For new searches that do not require previous filters, clear the filters by clicking the Reset Filters button. For additional information see Defining Search Filters on page 67 (specifically the image at the bottom of the page). Speech Analytics Essentials User Guide 154

155 Chapter 7 - Troubleshooting General Troubleshooting General Troubleshooting The following list provides troubleshooting tips for problems you may encounter: What is the Difference Between the Home Page and the Landing Page?, page 155 User and Password Prompts Appear, page 155 Troubleshooting Popups Appear with a Status Bar in Trusted Sites, page 156 Why Do Tool Bar Options Periodically Appear?, page 156 What is the Difference Between the Home Page and the Landing Page? The Trend Analysis tab is displayed when you first open the Speech Analytics application. For this reason, it is referred to as the Landing page. When the Home page button is clicked, the Contact Analysis page appears. The Trend Analysis tab is the Landing page, because it presents the user with up to date information about the system. For example, the Trend Analysis tab will show the user which word s usage changed significantly. The Contact Analysis page is the Home page, because its features and contents are most frequently used for contact search and analysis. For more in-depth information about these pages refer to: Contact Analysis Tab, page 40 Trend Analysis Tab, page 19 User and Password Prompts Appear When using the Portal applications, a dialog box appears, requiring you to enter your user name and password. Select the instance when this occurs: During Playback 1 If your system setup does not include trust between the Portal domain and your own domain, you will always receive this prompt. Enter your login details to continue. 2 For IT administrators: the Portal is trying to access audio and screens files on its storage servers using the http protocol. Storage servers include the servers where the Voice or VoIP Acquisition Modules, Audio Transfer and Storage Module and Screen Acquisition Module are installed. a. Ensure the storage servers are defined as an Intranet sites. This is achieved by one of the following setups: Add the storage servers to the list of local Intranet addresses. On each workstation, from Internet Options, click the Security tab. Select Local Intranet and click Sites. Click Advanced, and add the storage servers' IP addresses or FQDNs to the zone. This must match the way your system has Speech Analytics Essentials User Guide 155

156 Chapter 7 - Troubleshooting General Troubleshooting been configured (IP vs. FQDN). Contact technical support to check your system's configuration. If you use a proxy, add the storage servers' IP address or FQDN to the Proxy's exception list. On each workstation, from InternetOptions, click the Connections tab. Click LAN Settings. Ensure the Bypass proxy server for local addresses check box is selected, and click Advanced. Add the storage servers' IP addresses or FQDNs to the Exceptions list. This must match the way your system has been configured (IP vs. FQDN). Contact technical support to check your system's configuration. b. Ensure your local Intranet security settings are configured with the Automatic logon option. On each workstation, from Internet Options, click the Security tab. Select Local Intranet and click Custom Level. Scroll down to UserAuthentication, Logon and select one of the Automatic Logon options. 3 Tips for Windows XP and Windows 2000: You can save your user name and password for automatic logon. In Windows XP this eliminates the prompt, and in Windows 2000 it remembers the details and you only need to click OK. The next time the prompt appears, select the Remember my password check box. When Returning from the Speech Analytics Application Contact technical support to verify the system configuration. The Portal requires all the servers involved in web browsing be configured in the same way with regards to naming (DNS, FQDN or IP addresses). You must browse to the server in the same way. Troubleshooting Popups Appear with a Status Bar in Trusted Sites Popups open with a status bar in a trusted site. This occurs on Windows XP SP2. To resolve this issue you must enable "Allow script initiated windows without size or position constraints" in the trusted zone's security properties. 1 In the Internet Explorer, click on Tools and select Internet options. 2 Select the Security tab and click on the Custom Level button. 3 Scroll down to the Allow script initiated windows without size or position constraints option and click on the Enable radio button. 4 Click OK. 5 Click Yes. 6 Click OK. Why Do Tool Bar Options Periodically Appear? The toolbar at the top of the Speech Analytics window displays buttons that allow you to access functionality relevant to the tasks you are performing and to the information displayed. Speech Analytics Essentials User Guide 156

157 Chapter 7 - Troubleshooting Playback Troubleshooting When you are working in the Trend Analysis tab or the Contact Analysis tab (in its Home Page), the main toolbar is displayed. The main toolbar allows you to access saved searches, and the filtering and reporting functionality of the application. The buttons on the toolbar change when you are viewing the Results page. For more information on the Results page toolbar, see Understanding the Results Page on page 78. Playback Troubleshooting The following list provides troubleshooting tips for Playback problems you may encounter: Why is it that I Can only Listen to One Segment When I Have a Metrics for the Entire Contact?, page 157 There is No Play Icon in the Results Page, page 157 The Player is Not Resized with the Browser Window, page 158 Why Do the Volume Settings of the Player Change?, page 158 Why Do the Screens Appear and Disappear in the Player?, page 158 Why is it that I Can only Listen to One Segment When I Have a Metrics for the Entire Contact? I have query result metrics for the entire contact, but I am only listening to one segment. For example, I cannot see which other segments are part of the contact. During a contact, each time the customer is transferred, a new segment begins. The Speech Analytics Application deals with contact segments that are analyzed for business issues. When working with the Speech Analytics Application, you focus on business needs that are analyzed per segment. In the query result metrics, you are provided information per the specific segment as well as certain metrics regarding the whole contact, such as Average number of holds, Average number of transfers, Average duration, Average hold time, etc. To playback the entire contact, access the Portal and use the Quality Monitoring or the Customer Xperience application to do so. There is No Play Icon in the Results Page If you have been assigned the playback filtered on contacts only right in the Assignment Manager, you will only be able to playback contacts that you have been granted access to via the contact filters that are defined in the Assignment Manager. The Speech Analytics application enables you to search for all transcribed contacts but you can only playback contacts that are defined as part of your filter. Speech Analytics Essentials User Guide 157

158 Chapter 7 - Troubleshooting Speaker Separation Troubleshooting The Player is Not Resized with the Browser Window If you expand the browser window at the time when the segment is being played, the size of the Speech Analytics Player does not change proportionally to the full window size, but remains the same. To have the player size proportional to the browser window size, repeat your search and then expand the browser window (or resize it as required) before starting the playback. See Searching in Speech Analytics on page 42. Why Do the Volume Settings of the Player Change? When playing back a segment in the Speech Analytics Player, you can adjust the volume of the playback by using the Volume control of the player. This setting is maintained for the playback of all segments from the same search results. However, when you perform a new search, and then play any of the retrieved segments, the Speech Analytics Player is restored to its default volume. Why Do the Screens Appear and Disappear in the Player? By default, when playing back a segment with recorded screens, the Speech Analytics Player does not display the screens. If you wish to view the screens, you can display them in a separate window by clicking the View Screens button. If, after displaying screens for a segment playback, you continue playing segments from the same search results, the segments will be played with screens. However, when you perform a new search, the Speech Analytics Player is restored to its default settings, and the screens are not automatically displayed during the playback. For more information on the screen playback, see Viewing Screens on page 125. Speaker Separation Troubleshooting The following list provides troubleshooting tips for Speaker Separation problems you may encounter: Why is it that I Can Only Listen to One Segment When I Have a Metrics for the Entire Contact?, page 159 Some of the Contacts in the Search Results do not Include Speaker Separation, page 159 Failing to Search for Agent or Customer Specific Terms, page 159 The Average Line Value in the Charts is Different from the Average Value, page 160 Number of Contacts Appearing in the Speaker Separation Chart is Different from the Number of Retrieved Contacts, page 161 Speech Analytics Essentials User Guide 158

159 Chapter 7 - Troubleshooting Speaker Separation Troubleshooting Why is it that I Can Only Listen to One Segment When I Have a Metrics for the Entire Contact? I have query result metrics for the entire contact, but I am only listening to one segment. For example, I cannot see which other segments are part of the contact. During a contact, each time the customer is transferred, a new segment begins. The Speech Analytics Application deals with contact segments that are analyzed for business issues. When working with the Speech Analytics Application, you focus on business needs that are analyzed per segment. In the query result metrics, you are provided information per the specific segment as well as certain metrics regarding the whole contact, such as Average number of holds, Average number of transfers, Average duration, Average hold time, etc. To playback the entire contact, access the Portal and use the Quality Monitoring or the Customer Xperience application to do so. Some of the Contacts in the Search Results do not Include Speaker Separation When playing back certain contact segments, you may notice that some of them show separate flows for the Agent and Customer and others do not. That is, although the Speaker Separation feature is enabled in your system, some of the contact segments are not displaying it. Although Speaker Separation is enabled in your system, your system may be working in mixed mode. For example, it contains segments recorded with Speaker Separation and segments recorded without Speaker Separation. This can occur when: Only some of the recording units have been configured with Speaker Separation and therefore segments recorded by Non Speaker Separation configured acquisitions units will not display Speaker Separation properties. Your system was updated from earlier versions of Speech Analytics where the Speaker Separation feature was not supported and therefore the segments do not display Speaker Separation properties. Failing to Search for Agent or Customer Specific Terms When searching for keywords specifically spoken by an Agent or a Customer, the text queries that perform the search are built using the A: or C: operator respectively. The results may not appear due to spacing issues when entering the operators. Ensure there is no space between the semicolon (:) and the keyword(s) for which you are searching. If there is a space after the semicolon the search will not work. For example, A:help will work whereas, A: help will not. Speech Analytics Essentials User Guide 159

160 Chapter 7 - Troubleshooting Speaker Separation Troubleshooting The Average Line Value in the Charts is Different from the Average Value As shown in the following image, the average line value of the following charts is different from the average value in the top right corner of each chart. Duration Number of Holds Number of Transfers Total Hold Time Agent Talk-Time Percentage Customer Talk-Time Percentage Silence-Time Percentage Talk-Over-Time Percentage The line that appears across the charts represents the average number of contact segments per group. The average value at the top of the charts represents the average of the examined parameter, for example the average duration. It is important to note that the Speaker Separation charts only include segments recorded with the Speaker Separation feature. Therefore, an asterisk appears next to the calculated average. For additional information see Using Charts on page 98. Speech Analytics Essentials User Guide 160