Text search

If you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to run full-text searches, search for interactions based on specific terms or phrases. The search finds specific words or phrases in text interactions or text transcribed from voice interactions.

Where to find

Go to Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework.. Under Analyze, select Search.
From Advanced Search, select the Text tab.

Field Information

In the text search field, enter the words or phrases you want to find in transcribed text or in text interactions. To narrow the focus of your search further, use the operators supported for full-text searches to create a search expression. You can use one or more operators to create a search expression.

The language of the words or phrases that you provide must match the language in the Language list; otherwise no results are returned.

Operator	Description	Search example
"exact phrase"	Finds interactions that contain an exact match for the phrase that is enclosed with double quotation marks. The words in the phrase must be in the same order as in the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. text, otherwise no results are returned.	"call your manager" Retrieves an interaction for the text: "call your manager" Does not retrieve an interaction for the text: "call my manager".
term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics.-1 term-2	Finds interactions that contain at least one occurrence of any of the terms. For this type of search, the terms function as synonyms, meaning either `term-1` or `term-2` occurs in the interaction text.	call manager call OR manager Retrieves an interaction for the text: "call me tomorrow" Retrieves an interaction for the text: "find my manager" Does not retrieve an interaction for the text: "after I phone my supervisor".
term-1 AND term-2	Finds interactions that contain at least one occurrence of both of the terms. The terms preceding and following the AND operator must occur in the interaction text.	call AND manager Retrieves an interaction for the text: "call your manager" Does not retrieve an interaction for the text: "call me back tomorrow".
term-1 NOT term-2	Finds interactions that contain the first search term but where the second term does not occur. The term following the NOT operator must not occur in the interaction text.	call NOT manager Retrieves an interaction for the text: "call me back tomorrow'. Does not retrieve an interaction for the text: "call your manager".
term-1 NEAR term-2	Finds interactions that contain term-1 and term-2, and the distance between the terms is no more than 3 non-search terms of each other.	call NEAR manager Retrieves an interaction for the text: "call your manager". Does not retrieve an interaction for the text: "call me back when your manager is available".
term-1 NEAR:n term-2	Finds interactions that contain term-1 and term-2, and the distance between the terms is no more than 7 non-search terms from each other.	call NEAR:7 manager Retrieves an interaction for the text: "call you back after I speak to my manager". Does not retrieve an interaction for the text: "call you back tomorrow after I speak to my manager".
Speaker separation operators: A:terms by employee C:terms by customer R:terms by robot U:terms by unknown party	Finds interactions that contain the terms stated by the employee (A), the customer (C), a robot (R), or an unknown party (U). To combine speaker separation Method used in Speech Analytics of segmenting and labeling speaker information in the audio of a recorded interaction. operators with other operators, place the speaker separation operators before the other operator. Do not use parenthesis after speaker separation operators.	A:call manager When combining with other operators: A:close NEAR A:account Invalid usage: A:(close NEAR account)
"prefix*"	Finds interactions that contain terms beginning with the prefix characters. The asterisk (*) is a wildcard that means any sequence of characters can follow the prefix. The prefix term and the asterisk must be enclosed in quotation marks.	"manag" Retrieves an interaction for the text: "my manager is available". Invalid usage: "manag"
LIKE term-1	Finds interactions that contain different tenses of a verb, or singular and plural forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. of a noun.	LIKE call Retrieves an interaction for any of the following forms of the word "call": call, calls, called, calling

Usage notes

If you type an operator instead of adding it from the drop-down list, use uppercase letters only. If you enter the operator in lowercase, the application considers it a search term. For example, use of like is not recognized as an operator.
The case of search terms does not matter; search terms are not case-sensitive.

Stop words

If your full-text search includes stop words (for example, a, and, or, and the), the stop words are ignored in the search. For example, when searching for:

the AND manager: Only manager is searched; the stop word the is ignored.
the NEAR manager: Only manager is searched; the stop word the is ignored.
the NOT manager: No results are returned.
and: No results are returned.

Valid Characters

This field contains non-Unicode character data and can contain unlimited characters. Value can contain:

Numerals
Any letter (in any supported language)
Special characters

The following special characters are supported:
- Parentheses ( )
  Use only as part of an operator to create an expression.
  
  For example: (call NEAR back) NOT today
- Double quotation marks " "
  Use only when searching for an exact phrase or when searching for a prefix.
  
  For example:
  
  "speak to manager"
  
  "manag*"
- Colons :
  Use only for speaker separation operators.
  
  For example: A:good morning
  
  Use of other special characters is ignored. If you enclose special characters with quotation marks, they are considered part of a search term.
  
  For example:
  - If you search for "Linda.Jones@company.com" (with quotation marks), the system retrieves interactions that contain the exact string.
    
    If you search only for part of the string, for example Linda.Jones, no results are returned.
  - If you search for Linda.Jones@company.com (without quotation marks), the special characters are ignored and the system retrieves interactions that contain either linda, jones, company, or com.

Invalid Characters

Character	Name
{ or }	Braces
[ or ]	Brackets

Indexed