Filter and search interactions overview
Before you analyze speech data, use filter and search criteria to retrieve interactions most relevant to your analysis.
Filter and search criteria segment the data in Speech projects in different ways:
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Filters look into structured data such as 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. metrics. When you set filters, you ask the system to look for interactions that match specific parameters, such as time of day, duration, and silence time. Filters therefore narrow the scope of the data set before you begin your search.
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Search looks into unstructured data, such as the actual words spoken during the interactions. When you search for content, you tell the system to look for the interactions in which these words (keywords and terms) were spoken. Search therefore locates interactions within the filtered data set.
When analyzing data, use filters to define the set of data within which you want to search. Then, use search criteria to investigate patterns within the filtered data set.
Example: Investigate churn
When you investigate customer churn behavior for a certain group of employees, you use the filters to select the relevant employee group. Then, you search for terms or relations Two terms found in close proximity to each other in one interaction, used in Speech and Text Analytics. that are related to customer churn behavior.