Term trends

Term trends surface words used most frequently in employee-customer interactions. Term trends can be displayed either as a 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. cloud (the default), or as a list.

Term trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. views

Term Cloud (): Displays term trends in a cloud format. The size and color of the words indicate volume percentage or absolute change of the trend during the specified time period. Other metrics about the term trend Type of trend in Speech Analytics that shows the fluctuations of spoken words and phrases mentioned in customer-employee interactions. are displayed when you point to a term. Term Cloud is the default view for term trends.
List View (): Displays term trends in a table format, where each column in the table provides a different metric about the trend.

Hide and manage terms and phrases

Control visibility of trending terms in Term trend views by hiding terms that you consider irrelevant in the current view. For example, names of agents, days of the week, and standard terms of greeting. In the Term trend views, you can hide and unhide a single term or phrase at a time. The Manage Hidden Terms enables you to unhide multiple terms at a time.

Trend metrics

Both term trend views display metrics for each term that is trending based on the trend type selected.