View phrase analytics for an audio contact

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.

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

Calabrio ONE assigns a confidence level to each phrase hit. This confidence level shows, on a scale 0–100, how certain Calabrio ONE is the task accurately detected the phrase. Phrase hits with higher confidence levels appear longer than phrase hits with lower confidence levels.

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 confidence level is based on probability, so the exact hit might not line up exactly with the highlighted area. Calabrio ONE can resolve multiple phrase hits. If two similar phrases are detected within 200 milliseconds of each other, the phrase hit with the highest confidence level becomes the primary hit and all other hits become secondary hits, and they are indexed differently.

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.
Confidence	The confidence level of the phrase hit.
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.