Set context for trend discovery

Before analyzing trends surfaced by the system, set the context for trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. discovery. The context includes the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. project for which to view trends, the type of trend data to view, and the time frame for which to view the data.

For example, you can view categories and terms that are now trending (recent changes), or those that have trended most significantly within a defined time period (long-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. volatility).

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Procedure

Go to Speech Analytics. Under Discover, select Trends.
From the left pane, click Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB)., and do one of the following:
- From the Project list, select the project for which to view trends.
- To display trends for all projects to which you have access rights, select All Projects.
From the left pane, click Date, and do the following:
1. Select the type of trend data to view:
  - Recent Changes: To view changes for the current day or week compared with the last 3–4 weeks.
  - Long-Term Volatility: To view changes over a longer period, of up to a month or longer.
    
    The long-term volatility view provides insights into the amount and level of variance of categories or terms within a specific time period.
2. Select the Period for which to compare trend performance:
  - Day (Recent Changes): To compare for a specific day with the average of the trend for the past three weeks.
  - Week (Recent Changes): To compare for a specific week with the average of the trend for the past four weeks.
  - Months (1, 3, 6, 9 or 12 for Long-Term Volatility): The month or months for which to view long-term average performance.
3. For the selected Period, select the Ending date:
  - Today: To compare the performance of the trend for today or for the past week with its performance for the past 3-4 weeks.
  - Previous Date: To compare historical performance. This option is helpful to view a snapshot of trend performance as it was at some point in the past.
4. Click Apply.