Text queries are used for term searches. Building complex text queries requires the use of operators, which allow you to target specific concepts and to specify retrieval
conditions. Using the Auto Completion and Context-Based Suggestions features improves query efficiency and can be combined with the use of operators. Your text query can be a single word or a phrase.
Searching with operators refines your query and allows enhanced search capabilities such as:
Combining words and phrases
Searching for those terms in the call opening or closing. Excluding contacts with a certain word.
Applying more importance to contacts with a certain word.
If Speaker Separation has been enabled, searching for a certain term spoken by the
agent or by the customer.
For more information, see “Searching by Terms Spoken by Agent or Customer” on page 45.
The following are rules and examples of building text queries. For additional examples of compound text queries, with several operators and word combinations, see “Building More Complex Text Queries” on page 52.
Chapter 3 - Contact Search and Analysis Building Text Queries
Task: Definition
Syntax: Example: Search results include:
Retrieve contacts containing a word of interest
Enter the word of interest.
account Contacts where the
word “account” was used. Retrieve contacts containing a certain phrase or compound word (consisting of two words)
Enter your phrase enclosed in double quotes.
“close my account” “check book”
All contacts where the phrase “close my account” was used. When searching for a compound word (a word made up of two words, like
“checkbook”), you need to determine whether the Speech Analytics application transcribes it as one or two words. When you start typing the first few letters of the word, the
autocompletion list will indicate whether “checkbook” has been identified as one word. It is always recommended to also try searching for the word as a single word and check the results. If you receive no results, try searching for both words as a phrase (like “check book”).
Retrieve contacts containing any of the words or phrases of interest
Enter words and phrases of your interest.
There is no need to separate the words with a comma.
angry annoyed Any contact that
contains either the word “angry” or the word “annoyed”, or both.
Retrieve contacts containing all of the words of interest
Enter the words connected with the AND operator.
angry AND annoyed Any contact that contains both the word “angry” and the word “annoyed”.
Chapter 3 - Contact Search and Analysis Building Text Queries
Retrieve contacts containing a keyword but excluding its usage in specific contexts, which are not relevant
Use the NOTIN operator before the context which is irrelevant for your search.
credit NOTIN “credit card”
Contacts containing the word “credit” but not when used as part of the phrase “credit card”. Note that the search may still return contacts containing: The word “card” when not used as part of the phrase “credit card”. The phrase “credit card”, in case the contacts also contain the word “credit” not as part of that phrase. Exclude contacts containing a specific keyword.
Add the minus sign (-) before the word.
credit -card Contacts containing
the word “credit”, excluding the contacts where the word “card” was identified.
If you are using the minus operator, your query must also include at least one other keyword or phrase to search for (without the minus sign). Queries that include only terms with the minus sign are not valid and cannot be processed (for example, - card).
Task: Definition
Chapter 3 - Contact Search and Analysis Building Text Queries
Retrieve contacts where two words appear close to each other (from 0 to 3 words apart).
Enter the words connected with the NEAR operator.
close NEAR account Contacts containing phrases such as “close my account”, “close your account”, “close the account”, “close my recently opened account” etc. Note that the order you enter the
keywords defines the phrases that will be searched. In the example entering “close NEAR account” will not return contacts with “account” appearing before “close” such as “take into account that if you close it”. Attribute more
importance to a certain word and thus have contacts with that word appear at the top of your search results list.
Add the plus (+)
sign before the word. bill +credit Contacts where the word “bill” or “credit” is found, but contacts with the word “credit” may be ranked higher in the search result list.
Retrieve contacts in which certain words of phrases were spoken by the agent
Type A: and then the word, phrase or expression you are looking for. There should be no space between the colon (:) and next character.
A:welcome Contacts where the
word “welcome” was spoken by the agent (during the agent talk time) and also during the talk-over time when the agent and the customer were speaking at the same time.
See “Searching by Terms Spoken by Agent or Customer”
on page 45 for more details on this type of search.
Task: Definition
Chapter 3 - Contact Search and Analysis Building Text Queries
Retrieve contacts in which certain words of phrases were spoken by the customer
Type C: and then the word, phrase or expression you are looking for. There should be no space between the colon (:) and next character.
C:"thank you “Contacts where the
phrase “thank you” was spoken by the customer (during the customer talk time) and also during the talk-over time when the agent and the customer were speaking at the same time.
See “Searching by Terms Spoken by Agent or Customer”
on page 45 for more details on this type of search.
To search a call's opening for a specific word or phrase
Type [START] and then the word or phrase of your interest without a space between them.
[START]welcome Contacts where the
word “welcome” was used in the call's opening, among the first 100 words of the conversation (around 30 seconds on average). To search a call's
closing for a specific word or phrase
Type [END] and then the word or phrase of your interest without a space between them.
[END]"thank you Contacts where the phrase “thank you” was used in the call's closing, among the last 100 words of the conversation (around 30 seconds on average).
Task: Definition
Chapter 3 - Contact Search and Analysis Building Text Queries