Search interactions for analysis

Search for interactions that include specific terms or phrases stated in the conversation by free-text and by category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions.. The search works either within the filtered data set (Search Within) or within the unfiltered data set (New Search).

The search field is available at the top of all the Analyze workspaces, and in the Design Categories and Real-Time Categories workspaces when you create or edit a category. When you navigate between the different workspaces during your analysis, the search field maintains your current search content.

To search for interactions by free-text and conditional operators, you need the Ad-hoc Search by Keywords privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

Search by free-text

Search by free-text using auto-complete, different types of conditional operators, correlated themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance., and additional suggestions to fine tune the search query and retrieve the interactions most relevant to the business issue being investigated.

Search by category

In addition to or as an alternative to searching by free-text in interactions, you can search by category. Search by category retrieves interactions that match the category definitions.

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Procedure

To search by free-text, 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. field, type the 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. or phrase to search for and do any of the following:
- To replace your term with a term from the auto-completion list, select the term from the list, or finish typing the term and press the [Space bar].
- To replace your term with a relation or phrase, select the relevant item from the correlated concepts (or themes) list. You can select multiple items to add them to your search.
- To add operators to refine your search, click Operators, and then select the required operator.
- After you add all the relevant terms to the search field, click Additional Suggestions. Additional Suggestions display terms that are correlated with all the terms in the search field.
To search by category, from the left pane, click Categories, and do one of the following:
- To search by a category, select the category.
  
  All the interactions in the data set that match the selected category are retrieved.
- To search by all interactions that do not belong to any categories, select Uncategorized.
  
  All interactions in the data set that do not belong to any defined category are retrieved.
Click the arrow next to the search icon and select a type of search:
- When enabled, to search within the subset of interactions retrieved by the existing filter and search criteria, click Search Within.
- To delete existing criteria and perform a new search, click New Search.
To remove a specific search block, click X within the block to remove.

All search blocks to the right of the deleted block are removed. If the deleted search block has terms, the deleted terms appear in the search field.
To modify the search path, select Search Options on the right, and do one of the following:
- To remove all search criteria, including free-text and categories, select Clear Search.
  
  All search blocks with free-text and categories are removed from the search path. Filter criteria blocks if any are grouped within a single filter block that becomes the reference group for all subsequent searches.
- To remove the entire search path, including filter and search criteria, select Clear All.