View phrase hits for a contact in the new media player

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

The Phrase Hits panel in the new media player 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.” Each horizontal line in the panel indicates a phrase hit. The line is thicker if multiple phrase hits occur close together in the contact.

Prerequisites

  • Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
  • Your organization has opted in to access the new media player.
  • You have the View Contacts and View Speech Analytics permissions.
  • Phrases and phrase categories are configured on the Business Signal > Phrases page (see Create and manage phrases and phrase categories).
  • The contact is an audio call that has been processed with an Analytics speech-to-text task that has Phrase Hits enabled (see Create Analytics tasks).

Page location

New media player > Phrase hits panel

You can access the new media player by opening a contact from one of these locations:

  • Analytics > Trending Topics
  • Analytics > Auto QM
  • Analytics > AI Tags

Procedures

View information about a phrase hit

Hover over a horizontal line to see more information about the phrase hit.

The window that opens contains the phrase (at the top) plus the following information:

Field Description

Category

The category that the phrase belongs to, as assigned on the Business Signal > Phrases page. (See Create and manage phrases and phrase categories.)

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 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. Stereo recordings can have the following:
  • 1—The outbound stream.
  • 2—The inbound stream.

Add or remove phrases from the panel

  1. Click the options icon in the upper-right corner of the panel.

  2. To add a category’s phrases to the panel, select its check box. To remove a category’s phrases, clear its check box.

Skip to a specific spot in the contact

Click a horizontal line to move to it. The AI transcription panel, Time panel, Audio panel, AI sentiment panel, and audio timestamp (next to the Play button) move to the corresponding part of the contact.

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