Indicates the terms that are correlated with the test 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. (that is, how often the test term and the suggested term appear in the same context).

Some suggested terms are clustered with other suggested terms. (If a collapse/expand arrow does not appear next to the term, the term is a single term and does not contain any other clustered terms.)

Clustered terms are grouped for various reasons:

• The terms are synonyms

• Appear in a similar context

• Have similar syntax

• Have the same word stem, that is, have the same base or root form. For example, speak, spoke, speaking.

The number of shaded cells in the Correlation bar indicates the relevance or level of correlation between your term and the suggested term

Indicates which side of the conversation has spoken the term (either the Employee, Customer or Both)

This information is especially interesting when a specific term is mostly mentioned by one side only. For example, if the term is “didn’t receive” and the Side is Customer, you probably want to investigate this term further.