Search for words in transcribed audio

Mine data in your transcribed calls using the Transcription Search page. Transcription search uses queries to find phrases and specific terms in calls. You make Calabrio ONE transcription search queries by combining terms and operators. See Examples for more information on how to write search queries.

Prerequisites

This feature is available to Calabrio GovSuite users.

You have transcribed calls to search.
Calls were transcribed with Calabrio ONE version 11.0 or newer. For calls transcribed with Calabrio ONE version 10.4 or older, see Improve search results for old transcriptions.
You have the View Speech to Text Analytics permission.

Page location

Analytics > Transcription Search

Procedures

Perform a simple transcription search

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.

NOTE For more information about query syntax for standard queries and regular expression queries, see About Transcription Search syntax.
(Optional) From the Filters section, use any combination of filters to narrow the search results.
- Select a language from the Language drop-down list. The default language is the one you have selected as your Calabrio ONE user setting, if that language is supported for transcription.
- Select the time period that you want to the search to cover from the Date drop-down list.
  - Today—Searches the current day starting from 00:01 AM.
  - Yesterday—Searches the past 24 hours from the time the search is started.
  - In the past week—Searches the past seven days from the current date.
  - In the past month—Searches the past 30 days from the current date.
  - In the past year—Searches the past 365 days from the current date.
  - Custom Date Range—Enter the start date and end dates for the search.
- Select a time from the Call Start Time drop-down list.
  IMPORTANT Use the agent’s local time.
- Choose a call Duration in seconds.
- Select the organization group to search from the Groups window. You can select one or more groups to include in the search.
- Select the teams to include in the search from the Team window.
- Select the agents whose recordings are searched from the Agent window.

NOTE You can search across groups, teams, and agents, including any that are inactive.

Click Search.
The results appear on the right side of the page. The hits are listed in order of confidence with the highest ranked segment 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.

NOTE 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 filters.

See more information about a transcribed contact

Click Detail. The Transcript Preview window opens, showing additional information about the contact and the agent. The Contact section shows the contact ID and the call’s duration and date. This section also shows the local start time of the call within the agent’s time zone. The Organization section shows the agent’s name, team, and group.

Open a transcribed contact

Click the Contact ID. The recording opens in a new tab.

Save a search

Enter a term or phrase to search in the Query Syntax field.
From the Filters section, use any combination of filters to narrow the search results.
Click Search.

IMPORTANT Always run a search before saving it. Saving a search without running it first might give you unexpected results.
Click the disk icon next to the Saved Searches field (upper left corner of the page).
Select Create Filter Set and then enter a unique title in the Name field. The name can be up to 99 characters long.
Click Save.

Run a saved search

Select a saved search from the Saved Search drop-down list. The search terms and filter settings appear.
Click Search.

Export search results

Exports can include up to 5000 search results.

Click Export (upper right corner of the page). Search results download to your device as a CSV file.

Delete a saved search

Click Manage Saved Searches (upper left corner of the page). The Manage Saved Searches window opens.
Click the trash can icon next to the search.
Click Yes.

Improve search results for old transcriptions

If calls were transcribed with Calabrio ONE version 10.4 or older, the yellow highlighting of transcription search results might not mark the correct words. To correct this issue, you must transcribe the calls again.

Go to Application Management > Analytics > Task Manager.
Click Create Task (upper right corner of the page).
Enter a name in the Task Name field.
Select Speech to Text (Transcription) from the Type drop-down list.
In the Time section:
1. Make sure the Ongoing check box is not selected.
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 select a start date that is before the date your organization started transcribing with Calabrio ONE.
Select Groups or Teams for the audio files to be transcribed. Do not select any phrase category in Phrase Categories section.
Click Save. When the speech-to-text task completes, all transcripts should highlight correctly.

Examples

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

NOTE Transcription searches do not use the following words in a search. These words are also 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

Simple word search

EXAMPLE supervisor

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

Multiple-word search

EXAMPLE 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.

Multiple-word search for an exact term

EXAMPLE “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.

Search with a single-character wildcard

EXAMPLE te?t

The question mark (?) wildcard character searches for a single character replacement. This search finds instances of “test” and “tent.”

Search with a multiple-character wildcard

EXAMPLE test*

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

Proximity search

EXAMPLE “speak supervisor”~2

This proximity search looks for the words “speak” and “supervisor” within a maximum of two words. This example shows results that identify the two searched words, 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.

Exclude words

EXAMPLE (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 how NOT logic works, the image below shows the results of a query that includes the word “subscription” using AND logic (&&) instead of NOT logic,
(cancel || renew) && subscription.

If we change 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 results.