Sync between 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. in playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. and term in transcript.

• When enabled (), the term being played back (highlighted in orange), is synced with its location in the transcript. The transcript automatically scrolls up or down so that the term being played back is always displayed in the visible portion of the transcript.

• When sync is disabled (), the term being played back is not synced with its location in the transcript. During long conversations, the term may not appear in the visible portion of the transcript. To see the term, manually scroll up or down the transcript.

Select the visual indicators to display in the transcript.

By default, the transcript displays all hits in the interaction for searched terms (in Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. only) and categories, as well all terms tagged for fixing.

• Hits: Select the types of hits or the specific hit elements to visualize in the transcript. The legend displays only the selected hits, and in the transcript, visual indicators are shown only for the corresponding terms.

• Tagged Terms: When selected, shows visual indicators for all terms and phrases that have been tagged with suggestions.

The timeline for category hits in the interactions.

Each category hit is displayed in the order of the hit time, the speaker type, and the terms and phrases in the category definition identified in the interaction.

For offline analysis, export the interaction category summary to a downloadable CSV file, or print the Interaction category summary in tablular format.

The category hits in the interaction. Every term or phrase associated with the category is underlined in the same color as the category.

The legend also displays the relevance and min ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. per category.

By default, the transcript displays all category hits in the interaction. To display hits for specific categories, select , and then select the category to display.

The free-text terms and phrases in the search query, mentioned in the interaction.

Use and to navigate between the searched terms. The counter corresponds to the total number of searched terms that are selected for display in the transcript.

By default, the transcript displays all searched term hits in the interaction. To display hits for specific searched terms, select , and then select the searched terms to display.

When Speaker Separation is available, the transcript differentiates between the words communicated by the employee, and the words communicated by the customer. Each transcribed line displays the corresponding icon before the text.

The terms and phrases tagged with suggested fixes by the logged-in user.

Playing the interaction from the Tune Transcript workspace Area within an application window where the user interacts with the program., displays only for the term with the suggestion being currently reviewed.

By default, the transcript displays all terms tagged for fixing. To hide terms tagged for fixing, select , and then clear the option.

The term currently being played back. When synced, the transcript automatically scrolls to the highlighted term.

With stereo transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text., during talk-over, the terms are highlighted by speaker, instead of in the order in which they were spoken. Accordingly, all terms by the first speaker are highlighted, and then all the terms by the second speaker. The highlight moves from one speaker to another, instead of moving back and forth between speakers.

The term or phrase associated with an automated question's rule. Applicable when system is licensed for Automated Quality Monitoring (AQM).

The highlighted terms or phrases helps you to understand according to which terms or phrases the question was answered by the system.

A term that has been redacted from the transcription, as it relates to sensitive data such as payment details or credit card information:

• An asterisk with a single or double underline indicates a redacted term related to a category or search.

• An asterisk highlighted in blue indicates a term associated with an AQM question's rule.

• When automatic scroll is enabled, an asterisk highlighted in yellow indicates a redacted term.

A term that has been tagged for redaction, as it relates to sensitive data such as payment details or credit card information.

A term for which the system could not find an exact transcribed match.

A term not recognized by the system.