View phrase analytics for an audio contact in the classic media player

IMPORTANT The information on this page is about the Phrase Hits panel in the classic media player. For information about the Phrase Hits panel in the new media player, go here: View phrase hits for a contact in the new media player.
How do I know which version of the media player I have?
If you see the Switch to new media player button in the upper-right corner of the page, you are in the classic media player, and the information below applies to you. If you see the Return to classic button, you are in the new media player. Go here for information about the classic media player: Play contacts with the new media player. If you don't see either of these buttons, you are probably in the classic media player.

The Phrase Hits panel shows where in the contact the customer or agent mentions words or phrases that matter to your contact center. These words or phrases are found by Analytics tasks, and they are called “phrase hits.”

NOTE Phrase hits are also highlighted in yellow in the transcription, if there is one. See Read the transcription of an audio recording in the classic media player.

Prerequisites

Your organization has an Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus license.
You have the View Contacts and View Speech Analytics permissions.
You have recordings within your scope.
The contact is an audio call.
Phrases and phrase categories are configured on the Business Signal > Phrases page.
An administrator has created an Analytics speech-to-text task (see Create Analytics tasks).
The contact has a transcript.
You have the View Contacts and View Speech to Text Analytics permissions.

Page location

Interactions > Double-click a contact > Phrase Hits panel

You can click a phrase hit to move the Timeline slider to it, or you can hover over a phrase hit to see a tooltip that contains further details. If you click the Zoom In icon on the Media Player toolbar, each phrase hit displays the word or phrase that Calabrio ONE detected.

Use the Options icon to select which categories of phrase hits appear.

Detecting phrase hits

Phrases are configured and categorized on the Business Signal > Phrases page (see Create and manage phrases and phrase categories), and they are searched for by tasks scheduled on the Task Manager page (see Create Analytics tasks).

Each phrase has a text value.

Speech-to-Text tasks transcribe audio recordings and search the resulting transcription for text values.

Each phrase hit starts two seconds before the phrase hit and ends two seconds after it.

The tooltip’s header contains the phrase that the task detected. The following table describes the tooltip’s other fields.

Field	Description
Category	The category to which the phrase belongs, as assigned on the Business Signal > Phrases page.
Source	The type of Analytics task that detected the phrase hit. Speech-to-Text—The phrase was found in the transcription of an audio recording.
Start	The offset from the beginning of the audio to the moment the phrase was found. The format is HH:MM.
Duration	The duration of the phrase. The format is HH:MM:SS. NOTE This field does not display values in milliseconds. If the duration is less than one second, the field displays 00:00:00.
Channel	The audio stream where the phrase hit was detected. For stereo recordings, the following values are possible: 1—The outbound stream. 2—The inbound stream.