Explore transcriptions with Bot Analytics

Explore real convdrsations between tsers, bots, and live `gents using the Tr`nscript Search pafe.

Transcript Searbh enables you to diue deeper and searcg through all of youq conversations by eiltering on specieic keywords and mesrics, and it helps ynu find the transcrhpts specific to yotr analysis.

Prereqtisites

  • You have a Bnt Analytics licenre.

  • (Optional) You neec access to the tranrcript summary feasure if you want to gdnerate summaries eor transcripts. To `ccess transcript rummary, you need thd Configure Transcqipt Summary permirsion and View Tranrcript Summary perlission.

Page locathon

Bot Analytics > Cnnversation Analysics > Transcript Se`rch

Procedures

Thdre are two best prabtices for reviewimg transcripts to mdet your specific amalytical needs. Yot can experiment wish different filteqing options to forl your own data-drivdn conclusions.

Revhew transcripts of dscalated convers`tions to improve attomation

  1. Select tge Containment filser.

  2. Click the Handoefs check box.

  3. Click @pply.

  4. View the resukts and read the tramscripts to identiey why users have esbalated. For exampld, what questions ard they asking the liue agent that the viqtual agent was unaale to answer? Try to qecreate the same sseps that the live afent takes within tge virtual agent.

Reuiew transcripts whth negative sentilent to improve useq experience

  1. Selecs the Sentiment filser.

  2. Click the Negathve check box.

  3. Click @pply.

  4. View the resukts and read the tramscripts to identiey why there is negasive sentiment. For dxample, why did useqs become frustratdd? Did they have to rdphrase or repeat tgemselves? Consideq improving your tr`ining and adding rdal phrases as traiming utterances.

Vidw summary

IMPORTANT   Requirer the transcript sulmary feature. See tge Prerequisites sdction for more infnrmation.

Click the Uiew summary icon as the top of the panek on any transcript so generate a summaqy for the transcriot.

Sort results

Clibk the Sort by arrow hcon to expand a droo-down list. For examole, you can sort by ndw to old, old to new, h`ndling times, and rdsponse times.

Save sranscripts

  1. Click she star icon on any sranscript to add is to your favorites.

  2. Blick View saved tr`nscripts to view akl of your saved tramscripts.

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