Search for words in transcribed audio

Mine data in your transcribed calls using the Transcription Search page. Locate phrases and specific terms in calls by creating search queries and filtering the results.

You make Calabrio ONE transcription search queries by combining terms and operators to locate results. From this page you can create a variety of searches comprised of terms, operators, and filters to locate hits within a list of calls that match the query and filters. Proximity searches look for terms within a transcript that are within a specified number of words to another term. See Examples for examples of how to use this feature.

NOTE   Terms are one or more words. You must enclose terms comprised of multiple words in quotation marks.

Prerequisites

  • You have transcribed calls to search.
  • Calls were transcribed with Calabrio ONE version 11.0 or newer.
  • You have the View Speech to Text Analytics permission.

Page location

Analytics > Transcription Search

Procedures

Use the Query Syntax panel and the Filters section of the Transcription Search page to perform a transcription search as well as create, name, and save a transcription search. The following procedures describe how to initiate a transcription search.

Perform a simple transcription search

  1. Enter a term or phrase to search in the Query Syntax field.
    You can enter a single word, multiple words, and words combined with Boolean operators to perform a search.

    NOTE   For more information about query syntax for standard queries and regular expression queries, see About Transcription Search syntax.

  2. From the Filters section, configure any combination of filters to narrow the search results.
    • Select an exiting date range or create a custom date range from the Date drop-down menu. This filter enables you select the time period that you want to the search to cover. You can choose to search data that was stored starting today, yesterday, or the past week, month, or year.
      • Custom Date Range — Enter the start date and end dates for the search to run within.
      • In the past month — Searches the past 30 days from the current date.
      • In the past week — Searches the past seven days from the current date.
      • In the past year — Searches the past 365 days from the current date.
      • Today — Searches the current day starting from 00:01 AM.
      • Yesterday — Searches the past 24 hours from the time the search is started.
    • Choose a call time from the Call Start Time field.
      • After — The search begins after the time you specify based on the selected Date and chosen Call Start Time.
      • All — The search covers all stored records.
      • Before — The search begins before the time you specify based on the selected Date and chosen Call Start Time.
      • Between — The search occurs between two specific times that you set.
    • Choose a search duration in seconds.
      • All — There is no set duration for the search. The search covers all stored records based on the selected Date and Duration.
      • Between — The search occurs for a specified duration of time that you set.
      • Greater than — The search begins after a specified duration of time in seconds.
      • Less than — The search extends to a specified amount of time in seconds.
    • Select the organization group to search from the Groups window. You can select one or more organizations to include within the search criteria.
    • Select the organization team or teams to include within the search criteria from the Team window.
    • Select the agent or agents whose recordings are searched from the Agent window.
  3. NOTE   The Transcription Search tool enables you to search across groups, teams, and agents, including any that are inactive.

  4. Click Search. The results appear in the Results field on the right pane. If you click Search without configuring any filters, the search uses default filter values. All searches are performed based on the date filter.

    NOTE   Clear All clears the Saved Searches field, the Query Syntax field, and all configured filters.

Create, name, and save a new search using the Query Syntax field.

Use this field to save the search criteria and filter settings that were used to perform a search.

  1. Enter a term or phrase to search in the Query Syntax field.
  2. From the Filters section, configure any combination of filters to narrow the search results.
  3. Click Search. The results are listed in the Results field on the right pane. If you click Search without configuring any filters, the search uses default filter values. All searches are performed based on the date filter.
  4. Click the disk icon next to the Saved Searches field.
  5. Click the Create Filter Set option and then enter a unique title in the Name field. The name can be up to 99 characters long.
  6. Click Save.

Select a saved search from the Saved Search field

  1. If you have saved searches, you can select a saved search from the Saved Search drop-down list.
    • To select a saved search, you can begin typing in the Saved Search field to prompt for an existing saved search, or you can click the drop-down icon and select an existing search. The Query Syntax field populates with the saved query and all configured filter values.
    • To delete a saved search, click Manage Saved Searches. The Managed Saved Searches pop-up appears and enables you to delete a saved search.
  2. From the Filters section, configure any combination of filters to narrow the search results.
  3. Click Search. The results are listed in the Results field on the right pane. If you click Search without configuring any filters, the search uses default filter values. All searches are performed based on the date filter.

Advice

The results of a transcription search query appear in the Transcription Search Results page. The total number of search results appear at the top of the Results page. The hits are listed in order of confidence with the highest ranked segment displayed at the top of the list. Each row that appears is a segment of a transcript, and the word hits that match the search criteria are highlighted in yellow. The following list provides guidance on how you can improve your search results.

  • Click details for a specific row to see the Transcript Preview along with additional information about the contact and the agent in the window that displays. The Contact field displays the unique contact ID, the duration of the call, and the date of the call. This field also displays the local start time of the call within the agent’s time zone. You should always use the audio local call start time. The Organization field displays the first and last name of the agent, as well as the team and group that the agent is assigned to.
  • Click a Contact ID to open the Media Player in a new tab with that contact loaded.
  • Execute a search before saving it to ensure you receive the expected results.
  • Each search filters contacts by their unique contact ID of a call.
  • You can see up to 1000 search results within the Results page. If there are more than 1000 results, the page shows “1000+”.
  • You can export up to 5000 search results using the CSV export tool. Click Export on the top right of the page to export your search results.
  • A multiple-term search within quotation marks such as “cancel my subscription” uses AND logic, and the terms must appear in the same order. A multiple-term search without quotation marks uses OR logic, and the order of the terms does not matter.
  • Transcription searches do not use the following words in a search. In addition, these words are not highlighted in the search results:
    a, an, and, are, as, at, be, but, by, for, if, in, into, is, it, no, not, of, on, or, such, that, the, their, then, there, these, they, this, to, was, will, with
  • Filters contacts whose duration is greater than, less than, or equal to the specified number of seconds.
  • Yellow highlighting of search results does not mark the correct word or words.
    Highlighting of search results may not work properly for transcriptions that were indexed prior to the version 11 release, where you may notice that incorrect words are highlighted. To correct this issue, you must index the transcribe audio recording again. Perform the following procedure to re-index an audio file that was transcribed prior to version 11.0.
  1. Open the Task Manager page under Application Management > Analytics.
  2. Click Create Task in the top right corner of the page.
  3. Enter a task name in the Task Name field.
  4. Select Speech to Text from the TYPE drop-down.
  5. Perform the following from the Time field:
    1. Make sure the Ongoing check box is not checked.
    2. Enter a START TIME.
    3. Choose a TASK START DATE.
    4. Enter a RANGE START DATE and a RANGE END DATE that spans the audio files to be processed again.

      NOTE   Do not extend the time to a time before the date the tenant started the transcription service.

  6. Select Groups or Teams for the audio files to be transcribed.
  7. Do not select any phrase category in Phrase Categories field.
    When the “Speech-to-Text” task completes, all transcripts should highlight correctly.

Examples

The following sections contain search examples that demonstrate the type of queries you can enter in the Query Syntax field.

EXAMPLE   Simple word search: supervisor

The result produces a list of all transcriptions that contain the word “supervisor” or “supervisors.”

EXAMPLE   Multiple-word search: supervisor speak

This search consists of two or more terms with no operator between them and no quotation marks. The search performs as though an OR operator is present. The result is a list of transcriptions that contain the word “supervisor,” the word “speak,” or both of the words in no particular order.

EXAMPLE   Multiple-word search using the term: “cancel my subscription”

This search consists of two or more words in quotation marks with no operator between them. This search performs as though an AND operator is present. The result is a list of transcriptions that contain the words “cancel my subscription” in that exact order.

EXAMPLE   Search using the “?” wild-card character: te$t

The question mark (?) wild-card character searches for a single character replacement. This search finds instances of “test” and “text.”

EXAMPLE   Search using the “*” wild-card character: test*

The asterisk (*) wild-card character searches for multiple characters. This search finds instances of “test,” “tests,” “tested,” “tester,” and “testing.”

EXAMPLE   Proximity search: “speak supervisor”~2

This proximity search looks for the words “speak” and “supervisor” within a maximum of two words. This example shows a positive transcription result that identifies the two searched word, two words apart.

BEST PRACTICE   When writing a proximity search query, enter the search terms in the order you expect to find them in the transcript. If you’re looking for phrases like “speak with your supervisor” and “speak to a supervisor,” write the query as “speak supervisor”, not “supervisor speak”. Proximity searches with randomly ordered search terms might give you unpredictable results.

BEST PRACTICE   Limit your proximity searches to a distance of two words. Proximity searches of ~3 or greater might give you unpredictable results.

EXAMPLE   Excluding words within a search using NOT logic: (cancel || renew)!subscription

This search looks for transcripts with the word “cancel” or the word “renew” but without the word “subscription.”

NOTE   You cannot start a query with the ! (NOT) operator. The ! operator must follow a term in the query.

To demonstrate this search, the following image shows the results of a search query that includes the word “subscription” by using AND logic (&&) instead of NOT logic,
(cancel || renew) && subscription.

By changing the AND logic back to NOT logic, (cancel || renew)!subscription, the search results show only segments that have the word “cancel,” “renew,” or both in the transcript, and the word “subscription” is not in the Transcript Preview results.

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