Search query examples

Before you search for 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., determine the type of interactions you need to retrieve. Then select the operators and syntax that best fit your needs.

Goal	Operator/Syntax	Examples	Search results
Retrieve interactions containing a word of interest	<Term> No operator used.	bill	Interactions where the word “bill” was used.
Retrieve interactions containing one or more words	<Term A> <Term B> There is no need to separate the words with a comma.	angry annoyed	Any 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. that contains either the word “angry” or the word “annoyed”, or both.
Retrieve interactions containing a specific phrase or compound word (consisting of two words)	“exact phrase” Enter your phrase enclosed in double quotes.	“very frustrated” “check book”	All interactions where the phrase “very frustrated” was used. All interactions where the word “check book” was used.
Retrieve interactions containing one or more phrases	<Phrase A> <Phrase B> <Phrase C>	“called before” “called yesterday” “called earlier”	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. where one or more of these phases were used: “called before”, “called yesterday”, or “called earlier.”
Retrieve interactions containing all the words of interest	<Term A> AND <Term B> Enter the words connected with the AND operator.	pay AND bill AND late	Any interaction that contains all the following words: “pay”, “bill” and “late”
Retrieve interactions where multiple words appear close to each other (from 0 to 3 words apart).	<Term A> NEAR <Term B> Enter the words connected with the NEAR operator.	cancel NEAR account	Interactions containing phrases such as: “cancel my account” “cancel your account” “cancel the account” “cancel my recently opened account”
Retrieve interactions in which the employee spoke certain words or phrases.	A:<Terms stated by employee> No space between the colon (:) and next character.	A:welcome	Interactions where the employee spoke the word “welcome.” Results also include interactions in which the employee and the customer spoke at the same time.
Retrieve interactions in which the customer spoke certain words or phrases.	C:<Terms stated by customer> No space between the colon (:) and next character.	C:”I don’t want”	Interactions where the customer spoke the phrase “I don’t want.” Results also include interactions in which the employee and the customer spoke at the same time.
Retrieve interactions containing a keyword but excluding its usage in specific contexts, which are not relevant	<Term A> NOTIN <Irrelevant Term B> Use the NOTIN operator before the context which is irrelevant for your search.	credit NOTIN “credit card”	Interactions that include the word “credit” but not when used as part of the phrase “credit card.” The search can return interactions containing: The word “card” when not used as part of the phrase “credit card.” The phrase “credit card”, when the interactions also contain the word “credit” not as part of that phrase.
Retrieve interactions where multiple words appear close to each other, but not in a specific expression that includes those words	(<Term A> NEAR <Term B>) NOTIN “phrase”	(call NEAR back) NOTIN “call back today”	Interactions where phrases similar to “call you back”, “call me back”, “did not call me back” were detected. Excluding the interactions where the phrase “call back today” was found.
Exclude interactions containing a specific keyword.	<Term A> -<Exclude Term B> Add the minus sign (-) before the word.	credit -card	Interactions containing the word “credit”, excluding the interactions where the word “card” was identified.
Attribute more importance to a certain word and thus have interactions with that word appear at the top of your search results list.	<Term A> +<Term B> Add the plus (+) sign before the word.	bill +credit	Interactions where the words “bill” or “credit” are found. Interactions with the word “credit” can be ranked higher in the search results list.
Search for a word or phrase spoken in the opening of interactions.	[START]<Term of interest> Type [START] and then the word or phrase of your interest without a space between them.	[START]welcome	Interactions where the word “welcome” was used in the opening of interactions, among the first 100 words of the conversation (around 30 seconds on average).
Retrieve interactions where multiple words are stated close to one another toward the beginning of the interaction.	[START](<Term A> NEAR <Term B> NEAR <Term C>)	[START](how NEAR can NEAR help)	Interactions where the phrase “How can I help you?” or “How can we help you?” was used in the opening of the interactions, among the first 100 words of the conversation (around 30 seconds on average).
Retrieve interactions where multiple words are stated close to one another toward the beginning of the interaction.	[START]<Term A> NEAR <Term B> or [START](<Term A> NEAR <Term B>)	[START]close NEAR account or [START](close NEAR account)	Interactions that include phrases such as “close my account”, “close your account”, “close the account”, and “close my recent account” spoken among the first 100 words.
Search for a specific word or phrase in the closing of interactions.	[END]<Term of interest> Type [END] and then the word or phrase of your interest without a space between them.	[END]"thank you”	Interactions where the phrase “thank you” was used in their closing, among the last 100 words of the conversation (around 30 seconds in average).
Retrieve interactions where a specific word or phrase was spoken during the first specified number of words.	[START:<# of words>]<Term of interest> Inside the [START] operator, specify the required number of words after the colon (:).	[START:60]welcome	Interactions where the word “welcome” was spoken in their opening, among the first 60 words of the conversation (around 20 seconds in average).
Retrieve interactions where a specific word or phrase was spoken in their closing, among a certain number or words.	[END:<# of words>]<Term of interest> Inside the [END] operator, specify the required number of words after the colon (:).	[END:60]"thank you”	Interactions where the phrase “thank you” was spoken in their closing, among the last 60 words of the conversation (around 20 seconds in average).
Retrieve interactions where the customer said a specific phrase toward the end of the conversation	[END:60]C:”<Phrase>”	[END:60]C:”thank you”	Interactions where customers spoke the phrase “thank you” in their closing, among the last 60 words (around 20 seconds in average).