<Term A> NEAR <Term B>

Retrieves interactions where the words before and after NEAR appear close to each other (0-3 words apart)

“<phrase or compound word>”

Retrieves interactions that have the exact phrase or compound word indicated within the double quotation marks (“”)

<Term A> AND <Term B>

Retrieves interactions containing all the terms before and after the AND

<Term A> NOTIN <Term B>

Retrieves interactions containing the word before NOTIN, but not the word after NOTIN.

Term A is part of 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. B.

<Term A> -<Term B>

Retrieves interactions containing the word before the minus sign (-), but excluding interactions that have the word after the minus sign.

NOTE: You cannot use the minus sign (-) operator when adding terms to a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definition. Instead, add the term to the Avoid Terms box which has the same effect.

+<Term>

Retrieves interactions with the word after the plus sign (+), and gives a higher 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. to that word.

The + sign boosts the word after it, giving it more importance compared to the other words in the search. Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. that include the word after the + sign will be ranked higher compared to those that do not have that word.

NOTE: You cannot use the plus sign (+) operator when adding terms to a category definition. Instead, add the term to the Very Important Terms list which has the same effect.

A:<Term, phrase, expression>

Retrieves interactions in which the employee spoke the words after A:

C:<Term, phrase, expression>

Retrieves interactions in which the customer spoke the words after C:

[START]<Term or phrase>

Retrieves interactions where the term or phrase after [START] is used in the beginning of the interactions. The term appears among the first 100 words of the conversation; around 30 seconds on average from the beginning of the 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..

[START:<# of words>]welcome

Retrieves interactions where the term or phrase after [START:<# of words>] is stated in the first specified number of words of the interaction.

[END]<Term or phrase>

Retrieves interactions where the term or phrase after [END] is used in the closure of the interactions. Terms appear among the last 100 words of the conversation; around 30 seconds on average before the end of the interaction.

[END:<# of words>]”thank you”

Retrieves interactions where the term or phrase after [END:<# of words>] is stated in the last specified number of words of the interaction.