Create and manage phrases and phrase categories (early access)

NOTE   This information covers the new version of the Phrase Manager page. For information about the classic version of this page, see Create and manage phrases and phrase categories (classic)

Use the Phrase Manager page to create, manage, import, and export the phrases for phonetics, speech-to-text, and text analytics tasks.

A phrase is a group of one or more words that Calabrio ONE searches for as a single grammatical unit in audio and text tasks. When you enter a phrase that is important to your business, Calabrio ONE analyzes the speech in audio recordings, the text in emails, and the transcriptions of audio recordings for the phrase. It uses fuzzy logic to look for words that are similar to the words that make up the phrase. This means you will not always find an exact match to the phrase you enter even though Calabrio ONE returns contacts that match the search. Utterances or text within a contact that Calabrio ONE detects as matches to a phrase are called “phrase hits.”

A category is a collection of phrases that you organize together because they have a similar business purpose or language. Analytics tasks can use multiple categories in their processing. Groups of phrases indicating particular intentions, such as “Happy Customer,” can be used and shared among tasks for different groups of agents. Categories are also used to contain phrases in a specific language. You can create a “Happy Customer—English” category for agents who speak English and “Client heureux—français” for agents who speak French.

Prerequisites

You have at least one of these permissions:

  • Administer Speech Analytics
  • Administer Speech-to-Text Analytics
  • Administer Text Analytics

Page location

Application Management > Analytics > Phrase Manager

Procedures

Filter existing phrases

  1. Click Filters (the funnel icon, upper left corner of the page). The Filters panel opens.
  2. Select search criteria from the drop-down lists to find specific categories and phrases.
  3. Click Filter.

Customize the columns

  1. Click Show/Hide columns (the gear icon, upper left corner of the page). The Show/Hide columns window opens.
  2. Click the toggles to show or hide columns as desired.
  3. Click Apply. Calabrio ONE will remember your customization the next time you return to this page.

Add a new phrase

  1. Click + Phrase. The Add Phrase window opens.
  2. Enter the phrase in the Phrase field.

    For text analytics:

    Each word and phrase in a category must be unique. Phrases that share common words can result in multiple hits in the same text. For example, “ambulance” and “ambulance service” would return overlapping hits.

    Add commonly misspelled words. A phrase might be missed when the text is analyzed because of a spelling error. For example, include “their,” “they’re,” and “there.”

    For phonetics and speech-to-text analytics:

    Use longer phrases. More syllables generate more accurate hits.

    For phonetics analytics:

    Spell out every word and number. For example, enter “street” instead of “st” and “one thousand” instead of “1000.”

  3. Select the category from the Category drop-down list.

    IMPORTANT   Make sure you select the correct category. You cannot change a phrase’s category after you create the phrase.

  4. Click the Enable toggle.
  5. (Phonetics and speech-to-text analytics only) Enter the confidence level in the Confidence field. This is the minimum threshold that must be met in order for Calabrio ONE to store a detected phrase hit. When Calabrio ONE detects a phrase in a search, it includes the level of confidence in the hit’s accuracy. The higher the confidence level, the more likely the hit is accurate. If you set the confidence level to 40, Calabrio ONE will find more hits, but they might include more inaccurate ones. If you set the confidence level to 90, Calabrio ONE will find fewer hits, but they will likely be more accurate ones.
  6. (Optional, phonetics analytics only) Enter the phonetic spelling of a phrase in the Phonetic field.

  7. (Optional, phonetics analytics only) Calabrio ONE uses standard pronunciation to locate a phrase in a recording. If there is a non-standard pronunciation of the phrase, enter that pronunciation in the Sounds Like field, spelling it like it sounds.

    EXAMPLE   
    Word Standard pronunciation Non-standard pronunciation

    defense

    diffence

    deefence

    caramel

    karamel

    karmull

    kilometer

    killommitter

    killohmeeter

    NOTE   

    Phrase searches use pronunciation information in the following order:

    1. Phonetic field entry
    2. Sounds Like field entry
    3. Phrase field entry (actual spelling)
  8. Click Save.

Add a new category

  1. Click Manage Categories. The Manage Phrase Categories window opens.
  2. Click + Category. The Add Category window opens.
  3. Enter a unique name for the new category in the Category Name field.
  4. (Optional) Enter a description of the category in the Description field.
  5. Select the language associated with the category from the Language drop-down list.
  6. Click Save.

Edit a phrase

NOTE   You cannot edit a phrase’s wording if it already has hits. To correct the wording of a phrase, disable the phrase and add a new phrase with the correct wording.

  1. Double-click the phrase. The Edit Phrase window opens.
  2. Edit the phrase as needed.
  3. Click Save.

Edit a category

  1. Click Manage Categories. The Manage Phrase Categories window opens.
  2. Click the pencil icon next to the category. The Edit Category window opens.
  3. Edit the category as desired.
  4. Click Save.

Enable or disable a phrase

When a phrase is disabled, Calabrio ONE does not search for it as part of an analytics task.

  • Click the Enable/Disable toggle next to the phrase.

Enable multiple phrases

  1. Select the phrases to enable.
  2. Click Bulk Actions.
  3. Select Enable from the drop-down list.

Disable multiple phrases

  1. Select the phrases to disable.
  2. Click Bulk Actions.
  3. Select Disable from the drop-down list.

Delete a phrase

  • Hover over the phrase and click Delete (the garbage can icon).

Delete multiple phrases

  1. Select the phrases to delete.
  2. Click Bulk Actions.
  3. Select Delete from the drop-down list.

Delete a category

You can delete categories that do not have any associated phrases. Categories that contain phrases cannot be deleted. To delete a category that contains phrases, first delete the phrases.

  1. Click Manage Categories. The Manage Phrase Categories window opens.
  2. Click the garbage can icon next to the category.
  3. Click Cancel to close the Manage Phrase Categories window.

Import phrases and categories

You can add or update multiple phrases and categories with a CSV import. The data in the CSV must follow the format detailed in the table below (top to bottom = order left to right in the file). If there is a format error, the import will fail.

NOTE   A phrase can exist in only one category. If you try to import Phrase A to Category B, but Phrase A already exists in Category C, the phrase will not be added to Category B.

  1. Click the options icon (three vertical dots, upper-left corner of the page).
  2. Select Import Phrases & Categories.
  3. Navigate to the CSV file and click Open.
Column Description

Category

The name of the category.

Phrase

The phrase text.

Phonetic

(optional, phonetics analytics only) The phonetic transcription of the phrase. Fields for this column can be empty.

Soundslike

(optional, phonetics analytics only) The non-standard pronunciation of the phrase, spelled as it sounds. Fields for this column can be empty.

Confidence

(phonetics and speech-to-text analytics only) The minimum confidence level for a hit.

State

0 (zero) if the phrase is disabled, or 1 if the phrase is enabled.

LanguageID

The 2-character language code and 2-character country code for the phrase, in the format nn-nn.

EXAMPLE   en-us = US English.

Export categories and phrases

You can export all Phrase Manager data to a CSV file.

  1. Click the options icon (three vertical dots, upper left corner of the page).
  2. Select Export Phrases & Categories from the drop-down list. The phrases.csv file downloads to your device.

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