Review suggestions

Review pending suggestions, and approve or reject them. Approved suggestions are manually exported for integration into the language model Repository used with Speech Analytics and Real Time Speech Analytics that contains words for a specific language, where each word has its own phonetic representation (one or more words) and frequency grade, for the purpose of accurate word recognition and subsequently transcription..

When reviewing a suggestion, you can:

• Understand the context for the suggested change by reviewing the snippet within the transcript.

• Replace the employee's suggestion with a different suggestion.

• Play 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. and view the entire transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. in the Interaction Review workspace Area within an application window where the user interacts with the program.. This option is available for all suggestions regardless of their state.

• Approve or reject the suggestion.

Before you begin 

Select model for transcript tuning

Procedure 

1. In the Tune Transcript workspace, to show only the most recent pending suggestions, in Refine Results, select Pending.

2. If required, search for pending suggestions by either the original or suggested 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.

3. From the list of suggestions, select the row with the suggestion to review.

   The Review Suggestion form on the right is populated with details of the suggestion.

   Suggestions that have been Approved or Rejected are disabled, and cannot be changed.

4. To replace the suggestion with your own suggestion, do the following:

   1. Next to the Suggested text box, click Edit, and enter the new suggestion.

   2. To revert to the initially suggested term or phrase, click Cancel.

      The term or phrase submitted by the user reappears in the Suggested text box.

5. To play the interaction or view the transcription, click Play Interaction.

   The Interaction Review workspace opens:

   • The cursor on the audio waveform interaction is positioned at the suggestion currently being reviewed.

   • In the Transcription tab, the term or phrase suggestion currently being reviewed is highlighted and tagged with the icon.

6. To return to the Tune Transcript workspace, click the Tune Transcript link on the upper left of the workspace.

7. Do one of the following:

• To approve the suggestion, click Approve.

  Approved suggestions are exported for integration into the language model.

• To reject the suggestion, click Reject.

  Rejected suggestions are excluded from export.

What to do next 

Export suggestions