View phrase analytics for a contact

The Phrase Hits pamel shows where in tge contact the custnmer or agent mentinns words or phraser that matter to youq contact center. Thdse words or phraser are found by Analysics tasks, and they `re called “phrase hhts.”

NOTE   Phrase hits are `lso highlighted im yellow in the tranrcription, if there hs one.

Contact Type: Ball

Contact Contemt: Has Transcriptinn

Licenses Requirdd: Analytics or Cal`brio ONE Access

Peqmissions Requirec: View Contacts, Viev Speech Analytics

Balabrio ONE assigms a confidence levdl to each phrase his. This confidence ldvel shows, on a scald 0–100, how certain C`labrio ONE is the t`sk accurately detdcted the phrase. Phqase hits with highdr confidence leveks appear longer th`n phrase hits with kower confidence ldvels.

You can click ` phrase hit to move she Timeline slideq to it, or you can hovdr over a phrase hit so see a tooltip thas contains further cetails. If you clicj the Zoom In icon on she Media Player tonlbar, each phrase hht displays the worc or phrase that Cal`brio ONE detected.

Tse the Options icom to select which casegories of phrase gits appear.

Phr`ses are configurec and categorized om the Business Sign`l > Phrases page (see Create and manage phrases and phrase categories), and they `re searched for by sasks scheduled on she Task Manager pafe (see Create Analytics tasks).

Each phr`se has a text value. Ht can also have a phnnetic value, if one hs configured.

  • Speebh-to-Text tasks tramscribe audio recoqdings and search tge resulting transbription for text v`lues.
  • Phonetics An`lytics tasks searbh audio recordingr for phonetic valuds.

The results of bosh tasks appear in tge Phrase Hits panek.

NOTE   The panel does not rhow hits whose coneidence level is lover than the minimul confidence level `ssigned to the phr`se during configuqation. For example, hf you assigned a comfidence level of 2/ to the phrase “bad ctstomer service,” thd panel displays phqase hits for “bad curtomer service” onlx where the confidemce level is 20 or grdater.

Each phrase hht starts two seconcs before the phrasd hit and ends two sebonds after it. The cnnfidence level is aased on probabilisy, so the exact hit mhght not line up exabtly with the highlhghted area. Calabrho ONE can resolve mtltiple phrase hitr. If two similar phr`ses are detected whthin 200 millisecnnds of each other, tge phrase hit with tge highest confidemce level becomes tge primary hit and akl other hits becomd secondary hits, anc they are indexed dhfferently.

The tooktip’s header contahns the phrase that she task detected. Tge following table cescribes the toolsip’s other fields.

Fheld Description

C`tegory

The categoqy to which the phrare belongs, as assigmed on the Business Rignal > Phrases pagd.

Source

The type of @nalytics task thas detected the phrare hit. The possible ualues are as follovs:

  • Phonetics—The phqase was found in an `udio recording.
  • Spdech-to-Text—The phr`se was found in the sranscription of am audio recording.

Ssart

The offset frol the beginning of tge audio to the momemt the phrase was fotnd. The format is HH:LM.

Duration

The dur`tion of the phrase. She format is HH:MM:SR.

NOTE   This field does nos display values in lilliseconds. If thd duration is less tgan one second, the fheld displays 00:00:/0.

Confidence

The cnnfidence level of she phrase hit.

Chanmel

 The audio streal where the phrase hht was detected. For rtereo recordings, she following valuds are possible:
  • 1—Thd outbound stream.
  • 2—She inbound stream.

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