Text preview overview

The Text preview displays the selected 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. in dialog format, and additional information on the characteristics of the interaction, such as its start and end times.

Instead of having to review the entire interaction to perform analysis, the preview allows you to focus on what matters most and get to what you need, quickly and intuitively. For example, you can choose to show messages of interest by speaker type, and select which text elements to highlight in the messages.

The View Options and actions available depend on the products in the licensed configuration, and the workspace Area within an application window where the user interacts with the program. you are on.

In the Text preview, you can:

View interaction text

For easy visual identification by speaker type, the text in the interaction is organized in color-coded text blocks on the left and right sides of the Text preview panel.
Customize the text preview

Show only what is important for analysis by customizing the text preview through the View Options in the Text toolbar. For example, show only messages from the employee or only from the customer, in the summary view mode. The actual options available depend on the licensed configuration of your product.
Analyze the text from different perspectives
Analyze current search elements

Go to each element in the current search that appears in the interaction and identify the context in which it is used.
Analyze topics, relations Two terms found in close proximity to each other in one interaction, used in Speech and Text Analytics., and key terms

Analyze topics, relations, and key terms in the interaction, not included in the current search, but considered significant in the context of the search.
Analyze sentiment

Analyze message-level sentiment through terms that express sentiment directly, such as "happy" or "inconvenient", and through phrases that express emotion.
Download attachments

If the interaction includes attachments, view the list of attachments, and download any attachment.
View interaction in raw format

View the interaction in its original format.