Create and manage phrases and phrase categories

Use the Phrase Manager page to create, manage, import, and export the phrase lists used in speech and text analytics tasks.

A phrase is a group of one or more words that can be searched for as a single grammatical unit in audio and text tasks. When you provide 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 there are contacts returned.

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

  • Administer Text Analytics permission
  • Administer Speech Analytics permission

Page location

Application Management > Analytics > Analytics > Phrase Manager

Procedures

Filter existing categories and phrases

  1. Click the Filters button at the top left of the category/phrase list to open the Filter Panel.
  2. Select search criteria from the drop-down lists available in the panel to assist you in finding specific categories and phrases. The categories and phrases list updates as soon as you select a filter.

Add a new phrase

  1. Click the Add Phrase button at the top right of the Phrase Manager page to display a phrase configuration page.

  2. Enter the phrase in the Phrase field.

    For text analytics:

    Ensure each word and phrase in a category is 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 speech analytics:

    Use longer phrases. More syllables generate more accurate hits.

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

  3. Select the appropriate category from the Category drop-down list.
  4. Select the Enabled check box to activate the phrase in Analytics.
  5. (Speech analytics only) Enter the confidence level from 1–100 in the Confidence field. This value is the minimum threshold that must be met in order for Calabrio ONE to store a detected phrase hit. When a phrase is detected in a search, Calabrio ONE includes the level of confidence that the hit is accurate. The higher the confidence level, the more likely the hit is accurate. If you set the confidence level to 40, more hits will be stored, but they might include more inaccurate ones. If you set the confidence level to 90, there will be fewer hits stored, but they will likely be more accurate ones.

  6. (Optional, speech analytics only) Enter the phonetic spelling of a phrase in the Phonetic field. When you click in the field a phonetics keyboard displays. Click the keys that represent the sounds in the phrase.

    NOTE   Phonetics keyboards are available only for languages that support phonetics.

  7. (Optional, speech 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 Std pronunciation Non-std pronunciation

    defense

    diffence

    deefence

    caramel

    karamel

    karmull

    kilometer

    killommitter

    killohmeeter
    NOTE   

    Speech analytics searches for a phrase use pronunciation information you provide 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 the Add Category button at the top right of the Phrase Manager page to display a category configuration page.
  2. Enter a unique name for the new category in the Category field.
  3. (Optional) Enter a description of the category in the Description field.

  4. Select the language associated with the category from the Language drop-down list.

    IMPORTANT   If this category will include text analytics phrases, you must select English (US), even if the phrases are intended for a language other than US English.

  5. Click Save.

Edit an existing category or phrase

  1. Locate the item you want to edit in the category/phrase list. Use filters to narrow down the list if desired.

  2. Display the category or phrase configuration page.

    • Category: Click the pencil icon at the right end of its listing.
    • Phrase: Double-click the phrase’s listing.
  3. Edit the configuration page as desired.
  4. Click Save.

Delete an existing phrase

  1. Locate the phrase you want to delete in the category/phrase list. Use filters to narrow down the list if desired.
  2. Double-click the phrase listing to display the phrase’s configuration page.

  3. Click Delete.

    NOTE   A phrase cannot be deleted until any contacts that contain hits for that phrase as a result of a search have reached the end of their data retention period. Only when there are no more contacts with that phrase hit can the phrase be deleted.

Delete an existing category

  1. Locate the category you want to delete in the category/phrase list. Use filters to narrow down the list if desired.
  2. Click the pencil icon at the right end of the category listing.

  3. Click Delete.

    NOTE   A category cannot be deleted if it still has phrases associated with it.

Import and export categories and phrases

The Import feature enables you to import new categories and phrases and update existing categories and phrases to Calabrio ONE. The data must be in a CSV file, and follow the format detailed in the table below. If there is a format error, the import will fail.

When creating the import file, note that 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 A, it will not be added to Category B.

The Export feature enables you to export all Phrase Manager data to a CSV file.

Import categories and phrases

  1. Click the Actions button at the top right of the Phrase Manager page and select Import from the drop-down list.
  2. Navigate to the CSV file and then click Open to import the data.

CSV files for import must include the columns listed in this table, in the order shown (top to bottom = order left to right in the file).

Column Description

Category

(required) The name of the category.

Phrase

(required) The phrase text.

Phonetic

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

Soundslike

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

Confidence

(required) The minimum confidence level for a hit.

State

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

LanguageID

(required) 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

  1. Click the Actions button at the top right of the Phrase Manager page and select Export from the drop-down list.
  2. Choose to either open the export file or save it to your local drive. By default the export file is named phrases.csv.

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