Avaya Speech Analytics Essentials
User Guide
Release 12.0
Issue 3
April 2015
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1 Getting Started . . . . 7
Introduction . . . . 8
Accessing the Speech Analytics Application . . . . 8
Understanding the Speech Analytics Window. . . . 9
Data Analyzed by Speech Analytics . . . 11
Transcribed Contacts . . . 11
Online Data . . . 11
Trends Data. . . 12
Contact Segment Transcription . . . 13
Speech Analytics Tasks . . . . 13
Start your Work Session . . . 14
Contact Search . . . . 14
Speaker Separation . . . 14
Mixed Systems . . . 15
Reports and Data Export . . . . 15
Speech Analytics Alerts. . . 16
Speech Analytics Alert Triggers. . . 16
Alerts Flow . . . 16
Alert format. . . 17
Speech Analytics Trends Dashboard . . . 17
2 Trends and Trend Analysis . . . 18
Trends in Speech Analytics . . . . 19
Trend Analysis Tab . . . 19
Customer Behavior Indicators™. . . 20
Calculating Term Frequency . . . 21
How to View Customer Behavior Indicators™ and Their Analysis? . . . 21
Working in the Plot. . . 22
Understanding the Plot . . . 22
Displaying Numeric Values in the Plot . . . 23
Understanding the Dynamic Scale of the Plot . . . 24
“Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot . . . 26
Showing or Hiding Trends in the Plot . . . 27
Printing the Plot Line and Contact Volume Charts . . . 28
Understanding the Plot Manager . . . 28
Changing the Time Frame in the Plot . . . 28
C o n t e n t s
Contents
Drilling Down from the Plot Manager . . . 29
Removing Trends from the Plot. . . 30
Trend Analysis . . . 30
Introduction to Trend Analysis . . . 30
Viewing Customer Behavior Indicators™ Analysis . . . 31
Tips for Viewing Trend Analysis Data . . . 32
Trend Analysis: Closer Look . . . 33
Changing the Time Frame of Trend Analysis. . . 36
Searching from the Trend Analysis Tab . . . 37
3 Contact Search and Analysis . . . 39
Contact Analysis Tab . . . 40
Home Page and Results Page of the Contact Analysis Tab . . . 42
Searching in Speech Analytics . . . 42
Retrieving all Transcribed Contact Segments. . . 43
Searching by Keywords or Phrases . . . 43
Searching by Terms Spoken by Agent or Customer. . . 45
Building Text Queries . . . 46
Unauthorized Characters . . . 51
Building More Complex Text Queries . . . 52
Guided Search. . . 53
Using Autocompletion in Text Queries . . . 53
Context-Based Suggestions . . . 55
Understanding the Term Tree . . . 59
Filtering. . . 66
Filtering Guidelines . . . 66
Defining Search Filters . . . 67
Editing an Uploaded External Data File . . . 68
Deleting an Uploaded External Data File . . . 69
Setting Filters from the Results Page . . . 69
Filter List Parameters . . . 69
Checking if Search Filters are Set . . . 77
Understanding Search Results . . . 78
Understanding the Results Page . . . 78
Understanding the Results List . . . 80
Viewing Collapsed Details . . . 82
Viewing Query Results Metrics . . . 83
Working with Contact Details . . . 85
Searching within Found Results . . . 92
Refining Search Results through Different Search Methods . . . 93
Working with Saved Searches . . . 94
Accessing Saved Searches . . . 94
Saving a Search . . . 95
Renaming a Saved Search . . . 96
Changing a Private Saved Search to a Public Saved Search . . . 96
Deleting a Saved Search. . . 97
Contents
History Bar Items . . . 98
Using Charts . . . 98
Viewing the Number of Contact Segments in Charts . . . 99
Viewing Percentage Values in Charts . . . 99
Drilling-down into Charts . . . .101
Chart Descriptions . . . .101
Starting a New Search . . . .118
4 Contact Playback . . . 119
Playing Back Contacts in Speech Analytics. . . .120
Understanding the Speech Analytics Player . . . .121
Speech Analytics Player without Speaker Separation . . . .124
Viewing Screens . . . .125
Configuring the Screen Display. . . .125
Controlling Audio Playback while Viewing Screens . . . .125
Opening a Contact . . . .126
5 Reports and Data Export . . . 127
Reports and Data Export . . . .128
Creating Chart Reports. . . .128
Creating Contact Data Reports . . . .132
Compare Two Result Sets Overview . . . .134
Comparing Two Result Sets . . . .134
Comparing Two Result Sets Report Analysis . . . .136
Managing Reports . . . .139
Saved Reports Columns . . . .139
Refreshing the Report Status . . . .140
Saving a Report. . . .141
Deleting a Report . . . .141
6 Ranking and Document Relevancy . . . 142
Retrieving Information: Recall Vs. Relevancy . . . .143
Single and Multiple-Term Search Queries . . . .144
Single Term Query Default Use Case . . . .145
Single Term Query Using Find Within Use Case . . . .145
Single Term Query Using IDF Use Case . . . .146
Multiple Term Query Use Case . . . .146
7 Troubleshooting . . . 147
Frequently Asked Questions . . . .148
Charts Troubleshooting. . . .148
Error Messages . . . .150
Filter Troubleshooting . . . .153
General Troubleshooting . . . .155
Playback Troubleshooting . . . .157
Speaker Separation Troubleshooting . . . .158
Searches Troubleshooting . . . .161
Contents
8 Quick Reference Guide . . . 165 Building Advanced Text Queries in Speech Analytics . . . .165 Building More Complex Text Queries . . . .166
C h a p t e r 1
Getting Started
This chapter outlines the information required for starting to work with Speech Analytics, by covering the following topics:
Introduction, page 8
Accessing the Speech Analytics Application, page 8 Understanding the Speech Analytics Window, page 9 Data Analyzed by Speech Analytics, page 11
Contact Segment Transcription, page 13 Speech Analytics Tasks, page 13
Reports and Data Export, page 15 Speech Analytics Alerts, page 16
Chapter 1 - Getting Started Introduction
Introduction
The typical contact center collects and stores a vast amount of data in the form of customer interactions. It is widely recognized that these customer interactions, contain information about the root causes of key business issues.
Designed to deliver valuable intelligence that business users readily understand and use, Speech Analytics can help reveal the cause/effect relationships that underlie performance and business outcomes across the enterprise, without the complexity usually associated with advanced analytical technologies.
By revealing both what is happening and why, Speech Analytics helps equip organizations to make better-informed decisions, maximize strengths, address
deficiencies, and make the most of market perceptions and opportunities. For instance, mining information from contact center calls using Speech Analytics, can be an early warning system, before an issue escalates to negative social media.
The goal is to analyze information that can help a company improve customer service, get reactions to new products or policies, and so on. That is, Speech Analytics can help companies turn thousands of calls into actionable data.
The Speech Analytics application uses speech-to-text technologies to transcribe recorded customer interactions and to transform them into a searchable database. It combines platform-agnostic Speech Analytics with a proven methodology to help organizations enhance customer retention and satisfaction, increase first call resolution and improve sales and self service effectiveness.
The Speech Analytics application automatically prioritizes transcribed interactions based on specific business issues relevant to your contact center. The Speech Analytics
application then enables you to access the transcribed contacts for playback, enabling you to hear the context in which the words were said and thus identify issues critical to your business needs.
With Speech Analytics you can:
Gain insight from recorded calls to help you improve products, processes,
competitive advantage, and the overall customer experience. See “Contact Search and Analysis” on page 39.
Use advanced search capabilities to research any hypothesis and quickly receive a
prioritized list of results out of millions of calls. See “Understanding Search Results”
on page 78.
Surface trends that might otherwise go undetected without listening to thousands of
calls. See “Trends and Trend Analysis” on page 18.
Share high-value intelligence across the enterprise with automated workflow tools.
See “Reports and Data Export” on page 127.
Accessing the Speech Analytics Application
If you have been assigned access to the Speech Analytics application and to Speech Analytics instances, the Speech Analytics application menu appears in the Navigation
Chapter 1 - Getting Started Understanding the Speech Analytics Window
panel on the left side of the Portal home page. This menu allows you to access the Speech Analytics application and its instances.
The Speech Analytics application may comprise one or more instances, where each instance supports a different language or a different line of business (LOB). Instances are created when the system is set up.
To access the Speech Analytics application:
1 From the Portal, select the Analytics option to display a menu containing the Speech Analytics instances to which you have been assigned.
2 Under Speech Analytics, click an instance to open it.
The Speech Analytics home page opens, and the instance name appears at the top of the page.
See “Understanding the Speech Analytics Window” on page 9.
To access a different Speech Analytics instance, you must return to the Portal home page and select it from the Speech Analytics menu.
You cannot open more than one instance at a time from the same the Portal window. To open a new instance, you must open another Portal window.
Understanding the Speech Analytics Window
The following is an example of the Speech Analytics application window. See the “Legend” on page 10 for an explanation about each area.
NOTE You can also access the Speech Analytics application by selecting Interactions > Quality Monitoring > Speech Analytics and selecting an instance.
Chapter 1 - Getting Started Understanding the Speech Analytics Window
Legend Toolbar
The toolbar at the top of the Speech Analytics window displays buttons that enable you to access functionality relevant to the tasks you are performing and to the information displayed.
When you are working in Trend Analysis tab or the Contact Analysis tab, the main toolbar is displayed. The main toolbar enables you to access the saved searches, and filtering and reporting functionalities of the application.
The buttons on the toolbar change when you view the Results page. For more information, see “Understanding the Results Page” on page 78.
Query Result Metrics
Click the Query Result Metrics button to display query result metrics for the retrieved result set.
For more information, see “Viewing Query Results Metrics” on page 83.
Search
The Search field enables you to perform searches with keywords or phrases, using guided search tools such as, autocompletion and context-based suggestions.
Trends
When you open Speech Analytics, the Trend Analysis tab is displayed. For more information, see “Trend Analysis Tab” on page 19.
You can click the Contact Analysis tab to view information about the transcribed contact segments. For more information, see “Contact Analysis Tab” on page 40.
Chapter 1 - Getting Started Data Analyzed by Speech Analytics
Help
The Help button in the top right corner of the application window enables you to access the application's online help.
Data Analyzed by Speech Analytics
The following sections describe the data that you can view and analyze using Speech Analytics.
Transcribed Contacts, page 11 Online Data, page 11
Trends Data, page 12
Transcribed Contacts
Out of the entire scope of the contact segments recorded for your contact center, Speech Analytics only works with transcribed contact segments. The percentage of contact segments to transcribe and their types are determined by transcription rules. For more information, see “Contact Segment Transcription” on page 13.
Online Data
Transcribed contact segments and their details are stored in the Speech Analytics online database, also referred to as the Index. All search, playback and analysis operations (excluding trends and customer behavior indicator analysis) are performed against this database.
The following sections describe how to work with online data, by covering the following topics:
Time Period Covered, page 11
Authorized Data and Operations, page 12
Time Period Covered
The Speech Analytics online database covers data of a relatively recent time period, up to a few months at most. This period can be extended or shortened depending on the amount of contact segments that you transcribe. For instance, this period will be longer if there is only one Transcription Service in the system, or shorter if there are two Transcription Services. With regard to transcription rules, this period is shorter if you transcribe, let's say, 100% of recorded contact segments, and longer if you transcribe 10% of your recordings.
When the maximum Speech Analytics database capacity is reached, the system
automatically starts removing older contact segments from the Speech Analytics online database. When a contact segment is removed from the online database, it is no longer available for searches, analysis, and playback.
Chapter 1 - Getting Started Data Analyzed by Speech Analytics
Authorized Data and Operations
The data that you can view and the operations that you can perform depend on your visibility settings set in the Assignment Manager and the rights assigned to you in the User Management.
For example, you can perform text searches only if you are assigned the “Search by keywords” right in the User Management > Roles Setup area. In addition, if a search retrieves 100 results in a keyword search, it does not necessarily mean that there are 100 segments containing this keyword, but rather that you are authorized to view these specific contact segments. Your access can be restricted, for example, because you have been assigned only some of the groups and therefore you can view only their data.
Trends Data
To calculate trends, Speech Analytics collects statistics on term usage and stores this data in the Speech Analytics historical database. The time period covered by the historical database is from 18 months ago up to the most recent date. This is the time period for which Customer Behavior Indicators™ Trends are available.
Chapter 1 - Getting Started Contact Segment Transcription
Contact Segment Transcription
The contact segments transcribed by Speech Analytics are based on rules defined to meet your contact center's needs. These rules define the percentage of contact
segments to transcribe out of the total number of segments recorded by your system, and may also include a description of the type of segments that should be transcribed. For example, you may have a rule defining that 10% of the Marketing group's segments should be transcribed. Transcription rules are created based on the Speech Analytics application administrators.
In addition, your system may include multiple instances of the Speech Analytics application, where each instance supports a different language or a different line of business (LOB). Each instance of the Speech Analytics application contains its own unique set of transcription rules and can therefore provide access to a completely different set of contact segments. For more information about the Speech Analytics application rules, see Storage Manager Rule Editor chapter in the Interactions and Analytics Administration Guide.
Speech Analytics Tasks
The tasks that you can perform in Speech Analytics allow you to efficiently analyze customer interactions with the contact center to gain insights into your company's performance and to identify and monitor issues important for your business. There is no strict workflow which you should follow when working in the Speech Analytics application. Rather, your tasks should be based on your needs and on the results of analysis performed by the application.
Speech Analytics enables you to perform the following tasks. Except for the first, all of these tasks depend on the information obtained in the Trend Analysis and Contact Analysis tabs:
Start your Work Session, page 14 Contact Search, page 14
Chapter 1 - Getting Started Speech Analytics Tasks
Start your Work Session
Your typical work session will start with reviewing information in the Trends Analysis
tab. This tab presents term frequency trends derived from processing the information that has been accumulated so far. For more information, see “Trend Analysis Tab” on page 19.
You may also review the information in the Contact Analysis tab. This tab allows you to access saved searches and view charts on various aspects of the contact center performance. For more information, see “Contact Analysis Tab” on page 40.
Contact Search
You may choose to find and listen to contact segments related to a certain issue. For instance, these can be contact segments containing a certain term, or handled by a specific group of people in the contact center. To enable you to find contact segments of your interest, Speech Analytics offers several search methods, such as guided keyword searches and filtering, and allows you to combine these methods. For more information, see Searching in Speech Analytics on page 42.
Speaker Separation
Speaker Separation enables the separation of the audio of both sides of the conversation (agent and customer). Speaker Separation occurs during the acquisition process, at the time of contact segment recording. In Speech Analytics, this extends the search and playback capabilities.
New search capabilities
Speaker Separation provides additional search capabilities allowing you to search for keywords or phrases spoken by the customer or by the agent. For more details on this type of search, see “Searching by Keywords or Phrases” on page 43.
When searching by keywords or phrases spoken by the customer or the agent, you can use such guided search options as autocompletion and context-based
suggestions.
Contact playback
When playing back contacts recorded with Speaker Separation, you can distinguish who is talking (agent or customer) and what they are saying during their
conversation. The speaker indication is provided on the audio waveform, in speaker bars, and in transcription as well. For more details, see “Understanding the Speech Analytics Player” on page 121.
For each segment recorded with Speaker Separation, the acquisition process also provides a set of data, specific to Speaker Separation. For any single contact segment recorded with Speaker Separation, Speech Analytics provides statistics such as the agent or customer total talk time, percentage of agent or customer talk time, and the number of talk-overs initiated by the agent or customer. For details, see “Viewing Contact Details” on page 85.
Chapter 1 - Getting Started Reports and Data Export
Query Result Metrics
Speaker Separation statistics is included in query result metrics available for any search results. Query result metrics contain Speaker Separation values similar to those available for a single contact segment, but calculated for a given set of results - for instance, average percentage of agent or customer talk time for a given result set. For details, see “Viewing Query Results Metrics” on page 83.
Filtering by Speaker Separation data
You can use Speaker Separation statistics in search filters. For a list of filters, specific to Speaker Separation, see “Filter List Parameters” on page 69.
Charts
New charts that focus on Speaker Separation statistics are provided. See “Using Charts” on page 98 for more details.
Reports
Query result metrics, with Speaker Separation statistics, are provided for chart
reports.
Contact data reports provide Speaker Separation statistics for all exported
contact segments.
Mixed Systems
With Speaker Separation enabled, your system may be working in a mixed mode, when it contains segments recorded with Speaker Separation and segments recorded without Speaker Separation. This can occur when the calls source is from a system where the recording units have been configured with Speaker Separation, or when your system was updated from earlier versions of Speech Analytics.
In such systems, Speaker Separation statistics is calculated and displayed only for segments recorded with Speaker Separation. For example, if both types of segments appear in the search results, the Speaker Separation data metrics are calculated only on those segments that were recorded with Speaker Separation.
Reports and Data Export
Some of the Speech Analytics tasks are not directly related to speech analysis but they facilitate access to this information and its sharing. These are report and export tasks that allow converting the application data to different formats, such as Excel or PDF. Reports can be printed, saved, and sent by email to be shared with users throughout the enterprise. For more information, see “Reports and Data Export” on page 128.
Chapter 1 - Getting Started Speech Analytics Alerts
Speech Analytics Alerts
Speech Analytics can generate real-time alerts for specific events that occur in the system, in the form of pop-up messages or emails that appear on the user’s workstation.
For information on the alerts mechanism and creating alert rules, see Enterprise Suite Framework Administration Guide.
Speech Analytics Alert Triggers, page 16 Alerts Flow, page 16
Alert format, page 17
Speech Analytics Alert Triggers
Speech Analytics alerts are triggered for the following conditions:
Speech Analytics Term Trend Threshold
The alert is triggered when a term exceeds a defined threshold set for the Term Trend results.
Alerts Flow
The following steps describe how alerts are triggered and sent in Speech Analytics:
1 One or more Speech Analytics alert rules must be defined in the Tracking module, specifying the conditions for triggering alerts in the Speech Analytics application.
2 Every five minutes, the system’s alert mechanism checks to see if a rule’s trigger conditions are met.
3 If a condition is met, an alert is triggered in the form of an email or pop-up message according to the rule definitions.
For each rule whose conditions are met, one alert is triggered. If more than one rules’ conditions are met, a separate alert is triggered for each rule.
The alert is triggered for the target users defined in the alert rule.
See Enterprise Suite Framework Administration Guide for information on how to define the rules.
Chapter 1 - Getting Started Speech Analytics Trends Dashboard
Alert format
Each alert, whether it is a pop-up message or an email, contains one or more of the following details:
Rule Name: Appears in the email Subject, only if in the alert rule it is configured to
appear.
Instance
Defined Threshold and Time Frame
Terms List: A list of terms that exceeded the threshold, including the value that
triggered the alert.
Speech Analytics Trends Dashboard
The suite wide web application includes performance analytics that integrate and analyze data from a variety of systems across the enterprise. This data is presented in dashboards to help identify areas of improvement.
Dashboards are a convenient way to display timely information in the form of graphic reports that enable administrators to determine the causes of unacceptable performance levels.
Speech Analytics Trends is one of the many available dashboard reports.
To create a Speech Analytics Trends dashboard and determine the data displayed by the dashboard, you must configure or edit the following parameters through the Enterprise Manager:
For more information about configuring and editing the Dashboard refer to the
Interactions and Analytics Administration Guide.
Column Description
Trends Type Select Term to determine the type of trends that will appear in the Dashboard.
Speech Instance Select the Speech Instance ID associated with the trends that will appear in the Dashboard.
Time Period Select the time period for which you want trends to appear in the Dashboard.
C h a p t e r 2
Trends and Trend Analysis
This chapter outlines the information required for understanding customer
communication with the contact center, emerging tendencies and significant events, by covering the following topics:
Trends in Speech Analytics, page 19 Trend Analysis Tab, page 19
Customer Behavior Indicators™, page 20 Working in the Plot, page 22
Chapter 2 - Trends and Trend Analysis Trends in Speech Analytics
Trends in Speech Analytics
Speech Analytics is a powerful tool that provides insights about the vast amount of calls your contact center handles daily.
Trends help to:
Identify changes in customers communication with the contact center. Understand any emerging tendencies.
Pinpoint any significant events that may require close attention.
As a result, the application can reveal critical information of which you may not be aware. Therefore, trends as part of Speech Analytics, provide a powerful competitive advantage, as well as the opportunity to correct process or service issues before they escalate.
All trends are visually presented in a dedicated Plot. Alongside a graphical presentation of each trend, Speech Analytics also provides trend analysis data. You can view this data in time frames of various duration to receive an understanding of recent trends and trends over a longer period of time.
All trend data is displayed in the Trend Analysis tab.
Trend Analysis Tab
The Trend Analysis tab is the first tab displayed when you open the Speech Analytics application and is also referred to as the landing page. The Trend Analysis tab displays results of Customer Behavior Indicators™ analysis and enables you to view trends in the Plot. The information you obtain from the Trend Analysis tab can often determine your subsequent tasks in the application - for example, you may need to search by terms whose frequency has increased lately.
The following is a list of all the areas that make up the Trend Analysis tab.
Customer Behavior Indicators™ Analysis
The Customer Behavior Indicators™ Analysis area displays a list of 50 terms that showed a distinct rise or drop in their frequency during the selected time frame. For each term, a summarized view of its trend over the selected time frame is provided. For more information, see “Viewing Customer Behavior Indicators™ Analysis” on
NOTE If an alert was defined to be sent when a trend or term exceeds a defined
threshold, an alert message (email or pop-up) will be sent to all defined users. For information on alerts see “Speech Analytics Alerts” on page 16.
NOTE If the index is empty the graph in the Trends Analysis tab will be empty and the word “Undefined” will appear.
Chapter 2 - Trends and Trend Analysis Customer Behavior Indicators™
page 31.
Plot
The Plot displays line charts of chosen trends. Up to five trends can be displayed in the Plot at one time. For more information, see “Understanding the Plot” on
page 22.
Plot Manager
The Plot Manager displays a list of trends that have been chosen to appear in the Plot and allows you to manage that list. For more information, see “Understanding the Plot Manager” on page 28.
By default, the Customer Behavior Indicators™ Analysis area displays trend analysis for the last seven days. The Plot displays line charts of the three top Customer Behavior Indicators™ and shows their development in a time frame of the last 6 weeks.
When working in the Trends Analysis tab, you can change the time frame in any of the areas and choose to view with up to 5 trends in the Plot.
Your changes are maintained throughout your work session. The next time you open the Speech Analytics application, the Trend Analysis tab is restored to its defaults to present the most updated trend analysis for the last seven days, with the Plot showing the top three Customer Behavior Indicators™ and their development during the last 6 weeks. To learn more about the main areas of the Trend Analysis tab, refer to the following topics:
Viewing Customer Behavior Indicators™ Analysis, page 31 Understanding the Plot, page 22
Understanding the Plot Manager, page 28
Customer Behavior Indicators™
As Speech Analytics processes transcribed contact segments, it automatically identifies terms that come up in calls and collects their statistics. A term can be:
A single word - for example, price
A two- or three-word phrase - for example, “price increase”, “recent price increase”
Based on the collected statistics, Speech Analytics can calculate trends of any of the terms. A term's trend shows the frequency with which that term came up in
conversations, on any given date.
This topic outlines the information required for understanding Customer Behavior Indicators™, by covering the following topics:
Calculating Term Frequency, page 21
Chapter 2 - Trends and Trend Analysis Customer Behavior Indicators™
Calculating Term Frequency
Term frequency is the percentage of contact segments in which the term is used, out of the total number of contact segments on a given date.
For example, on a given date, a term was used in 250 out of 1,000 contact segments. The term frequency for that date is (250/1,000)*100%=25%.
How to View Customer Behavior Indicators™ and Their
Analysis?
When you open Speech Analytics, the Trend Analysis tab (the landing page of the application) displays trends of three terms that have the highest frequency change in the last seven days. The trends are shown as line charts in the Plot, in a 6 week time frame. The following is an example of the initial view of the Plot in the landing page.
In the example, terms with the highest frequency change in the last seven days are “disconnect”, “disconnected” and “server”. For more information about interpreting data in the Plot, see “Understanding the Plot” on page 22.
You can view trends of any other terms as well. To view Customer Behavior Indicators™, you need to add it to the Plot. For more information, refer to ““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
In addition, Customer Behavior Indicators™ analysis is provided. This information is displayed in the Customer Behavior Indicators™ Analysis area of the Trend Analysis tab. For more information, see “Viewing Customer Behavior Indicators™ Analysis” on
Chapter 2 - Trends and Trend Analysis Working in the Plot
Working in the Plot
This topic outlines the information required for understanding the Speech Analytics Plots, by covering the following topics:
Understanding the Plot, page 22
Displaying Numeric Values in the Plot, page 23
Understanding the Dynamic Scale of the Plot, page 24
“Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot, page 26
Showing or Hiding Trends in the Plot, page 27
Printing the Plot Line and Contact Volume Charts, page 28 Understanding the Plot Manager, page 28
Changing the Time Frame in the Plot, page 28 Drilling Down from the Plot Manager, page 29 Removing Trends from the Plot, page 30
Understanding the Plot
The Plot allows you to view any Customer Behavior Indicators™ as a line chart. You can see the trend's development over the selected time frame and easily identify periods when the trend was consistent and periods when it was falling or rising. By changing the time frame of the Plot, you can zoom in and out on periods of interest.
Up to five trends can be displayed in the Plot at a time.
To help you evaluate the trend, the Plot also displays the number of processed contact segments for each day.
This topic outlines the information required for understanding the Plot, by covering the following topics:
Time Frame, page 22
Line Charts, page 23 Processed Calls, page 23 Time Axis, page 23
Time Frame
The time frame of the Plot is shown in the top right corner of the Plot.
NOTE Adobe Flash Player version 9 or above is needed for viewing the Plot. If you do not have the required version of the player, the Plot is not displayed. Instead, a link from which you can download the player is displayed.
Chapter 2 - Trends and Trend Analysis Working in the Plot
Line Charts
In the upper area, you can view trends' line charts.
Each trend appears in a different color, as indicated in the Plot Manager. For more
information, see “Understanding the Plot Manager” on page 28.
The scale of this area of the Plot is determined by the highest value of the displayed
trends, over the selected time frame. For more information, see “Understanding the Plot Manager” on page 28.
Processed Calls
The lower area displays the number of processed contact segments for the selected time frame. For each single date, a separate contact volume bar is displayed. The bar shows the number of transcribed contact segments on that day. No bars are displayed for dates on which no segments were transcribed.
The scale of this area depends on the highest contact volume displayed, while the width of the bars is determined by the time frame of the Plot. For more information, see
“Understanding the Dynamic Scale of the Plot” on page 24.
Time Axis
The upper and the lower areas of the Plot are synchronized with the time axis displayed at the bottom of the Plot. For any date in the Plot, you can see both the trend value and the number of contact segments.
Below the time axis, you can see fields and buttons for defining the time frame of the Plot. For more information, see “Changing the Time Frame in the Plot” on page 28. Depending on the time frame, vertical grid lines in the Plot can indicate different points in time.
Displaying Numeric Values in the Plot
When a trend is displayed in the Plot, you can see its line chart without numeric values.
Time Frame Vertical grid lines mark...
Longer than a month The first day of each month.
One month The first day of each week of the month.
Chapter 2 - Trends and Trend Analysis Working in the Plot
To display numeric values in the Plot:
1 Hover your mouse over the Plot. The pointer changes to the hand symbol, and the following values are displayed:
In the top right corner of the Plot, the date range is replaced with the date to
which you are pointing.
Percentage of contact segments for each displayed trend appears in the top left
corner of the Plot. The color of each value corresponds to its trend's color in the Plot.
In the lower area of the chart, the number of contact segments processed on
that date is shown; the contact volume bar of that day is marked with a dot.
2 To view values of a different date, move the mouse horizontally along the Plot. If you move the mouse from the Plot, the values are no longer displayed.
Understanding the Dynamic Scale of the Plot
Both the upper and the lower areas of the Plot have dynamic scales that are automatically adjusted to the highest value displayed.
This topic outlines the information required for understanding the Plot, by covering the following topics:
Line Charts, page 24 Contact Volume, page 25
Line Charts
For example, if the highest value of the trend is 4%, then the highest available value on the scale in the upper area of the Plot will be 4% as well.
TIP Check the colors of the displayed trends in the Plot Manager. For more information, see “Understanding the Plot Manager” on page 28.
NOTE If no contact segments were processed on a certain date, line charts continue without gaps but trends' values for that date are not available.
Chapter 2 - Trends and Trend Analysis Working in the Plot
The line chart scale can change when you:
Remove the trend with the highest value from the Plot. For more information, see “Removing Trends from the Plot” on page 30.
““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26Add a trend with a higher maximal value. For more information, see ““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
Show or hide the trend with the highest value. For more information, see “Showing or Hiding Trends in the Plot” on page 27.
Change the time frame of the Plot. As a result, a different highest value for the
trend is displayed. For more information, see “Changing the Time Frame in the Plot”
on page 28.
When the scale changes, the appearance of all trends in the Plot changes as well. For example, if you add a trend with a higher maximum value, the yellow trend, shown in the example above, will be displayed with smaller amplitudes.
Contact Volume
The scale in the lower area of the Plot changes in accordance with the highest daily call volume for the time period displayed.
Chapter 2 - Trends and Trend Analysis Working in the Plot
In the following example, you can see that the maximal value in the scale changed from 20K to 40K when a different time period was selected in the Plot.
Additionally, the width of the volume bars in the lower area of the Plot depends on the defined time frame. The shorter the time frame, the wider the bars. In the image below, compare the bar widths for a period of 7+ days and for a period of 3 months.
For more information about defining time frames in the Plot, see “Changing the Time Frame in the Plot” on page 28.
“Defining Category States”
on page 199Adding Customer Behavior
Indicators™ to the Plot
You can add the trend of any term to the Plot. These can be terms that appear in the Trend Analysis tab, for example, in the Term Analysis areas.
If the term whose trend you want to view does not appear in the Trend Analysis tab, you can type it in and then view its trend.
This topic outlines the information required for understanding how to add customer behavior indicators to the plot, by covering the following topics:
Adding a Customer Behavior Indicator™ to the Plot, page 27 Adding New Customer Behavior Indicators™, page 27
Chapter 2 - Trends and Trend Analysis Working in the Plot
Adding a Customer Behavior Indicator™ to the Plot
1 In the Trend Analysis tab, locate the required term. The term's trend is added to the Plot Manager and displayed in the Plot.
2 The order of terms in the list is determined by their relative change. If the term does not appear on the first page of the list, use the paginations buttons at the bottom of the list to go through the list. For more information, see “Tips for Viewing Trend Analysis Data” on page 32.
3 Click the required term. The trend is added to the Plot Manager. In the Plot Manager, the trend is marked with the corresponding icon , and a color for its line chart is automatically selected. The trend's line chart, in that color, is also displayed in the Plot.
Adding New Customer Behavior Indicators™
1 In the Trend Analysis tab, in the Plot Manager area, enter the new term in the
Add to Plot field.
As you start typing the term, the autocompletion list displays the possible options for completing the word. The list is based on the terms available in the Speech Analytics historical database. These are the terms whose trends you can view.
2 Select the relevant word from the list. If you type in a term that does not appear on the list, the trend will not be displayed.
3 Click the Add to Plot button to the right of the field. The trend is added to the Plot Manager. In the Plot Manager, the trend is marked with the corresponding icon
, and a color for its line chart is automatically selected. The trend's line chart, in that color, is also displayed in the Plot.
Showing or Hiding Trends in the Plot
The Plot can display any trend that was added to the Plot Manager but not more than five trends at a time. If the Plot is already displaying five trends, you need to first hide at least one of them before additional trends can be displayed.
You can also hide one or more trends in the Plot to have a clearer view of a certain trend. Trends that were hidden can be displayed in the Plot again at any time.
1 In the Trend Analysis tab, in the Plot Manager, review the list of trends. A selected check box indicates that the trend is displayed in the Plot.
2 Clear the check boxes of the trends that you want to hide in the Plot.
3 Select the check boxes of the trends that you want to show in the Plot.
NOTE If the trend is added to the Plot Manager but is not shown in the Plot, see
“Showing or Hiding Trends in the Plot” on page 27.
NOTE If the trend is added to the Plot Manager but is not shown in the Plot, see
Chapter 2 - Trends and Trend Analysis Working in the Plot
Printing the Plot Line and Contact Volume Charts
To print a hard copy of the Plot Line and Contact Volume charts:
1 Right-click the Line Chart or Contact Volume area of the Plot. A small menu appears.
2 Select Print.
3 Select a Printer and click Print.
Understanding the Plot Manager
The Plot Manager appears to the right of the Plot in the Trend Analysis tab. It displays a list of trends that have been chosen to appear in the Plot and enables you to manage that list.
From the Plot Manager, you can obtain the following information on each trend:
The selected check box to the left of the trend name indicates that the trend is
shown in the Plot. If the check box is cleared, the trend is hidden.
The colored square ( ) indicates the trends’ color in the Plot
From the Plot Manager, you can:
“Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot, page 26
Showing or Hiding Trends in the Plot, page 27 Removing Trends from the Plot, page 30 Drilling Down from the Plot Manager, page 29
Changing the Time Frame in the Plot
There are multiple ways of changing the time frame in the Plot. You can:
Using Default Time Ranges, page 28
Specify the Exact Date Range in the Plot, page 29 Marking the Time Frame on the Time Axis, page 29
Using Default Time Ranges
In the Trend Analysis tab, in the lower right corner of Plot, click the Zoom button of the time frame you want to set for the Plot.
NOTE Changing the time frame of the Plot can cause changes in its scale. For more information, see “Understanding the Dynamic Scale of the Plot” on page 24.
Chapter 2 - Trends and Trend Analysis Working in the Plot
Specify the Exact Date Range in the Plot
In the Trend Analysis tab, in the lower left corner of Plot, enter the exact dates in the
Custom Period fields. The dates must be entered in the MM-DD-YYYY format.
Marking the Time Frame on the Time Axis
1 Point with the mouse to the right or left end of the Plot's time axis. Little handles appear at both ends of the time axis.
2 Drag one of the handles to the required date on the time axis. As you drag the handle, the time range of the Plot changes according to the dates between the handles, and the line charts are updated accordingly. The exact date range is shown in the top right corner of the Plot.
3 If needed, drag the other handle to a different location on the time axis to adjust the time frame to the required duration.
4 To use the defined time frame as a sliding time frame, place the mouse between the two handles and drag the time frame along the time axis.
As you drag your time frame, the appearance of trends in the Plot changes, and the date range in the top right corner of the Plot is updated accordingly.
Drilling Down from the Plot Manager
You can drill down on any Customer Behavior Indicators™ displayed in the Plot Manager to retrieve contact segments that are relevant for the trend. The drill-down is similar to performing a search in which the term serves as a search keyword.
Additionally, the time frame of the Plot is used as a date range search filter. For instance, if the time frame of the Plot is one month, then the retrieved segments will belong to the last 30 days only.
Drill Down to Contact Segments from the Plot Manager
In the Plot Manager, click the Drill Down to Contacts icon to the left of the trend. The contact segments are displayed in the Results page. For more information, see
NOTE Remember that contact segments are retrieved from the online database, which covers up to a few months. If the time frame of the Plot is wider (for example, a year), drill down retrieves contact segments of a specific date range - where the time frame of the Plot overlaps the date range of the online database. Drill-down retrieves no results if the time frame of the Plot does not overlap the date range of the online database (for example, if the Plot displays data of more than half a year ago).
The Speech Analytics online database, also referred to as the Index, stores transcribed contact segments and their details. All search, playback and analysis operations in Speech Analytics are performed against the Speech Analytics online database. If a contact segment is no longer available in the online database, it cannot be retrieved in searches or played back. Speech Analytics online database stores data of a relatively recent time period, up to a few months at most.
Chapter 2 - Trends and Trend Analysis Trend Analysis
“Understanding the Results Page” on page 78.
You can also perform keyword searches for terms appearing in the Trend Analysis tab. For more information, see “Searching from the Trend Analysis Tab” on page 37.
Removing Trends from the Plot
You can remove any trend from the Plot to free space for trends which you wish to add. In the Trend Analysis tab, in the Plot Manger area, click the Remove from Plot
button next to the trend you want to remove. The trend is removed from the Plot Manager. If the trend was displayed in the Plot, it is removed from the Plot as well.
Trend Analysis
This topic outlines the information required for understanding the Trend Analysis, by covering the following topics:
Introduction to Trend Analysis, page 30
Viewing Customer Behavior Indicators™ Analysis, page 31 Tips for Viewing Trend Analysis Data, page 32
Trend Analysis: Closer Look, page 33
Changing the Time Frame of Trend Analysis, page 36 Searching from the Trend Analysis Tab, page 37
Introduction to Trend Analysis
In addition to presenting trends as line charts, Speech Analytics performs complex analysis of each trend and enables you to view the results of this analysis over different time frames.
All trend analysis data is displayed in the Trend Analysis tab. For more information, see
“Viewing Customer Behavior Indicators™ Analysis” on page 31.
For each trend, three numeric parameters - average value, absolute change, and relative change – are calculated for any selected time frame. These values reflect a trend's development during that time frame and highlight any changes that may have occurred. To learn more about these parameters, see “Trend Analysis: Closer Look” on page 33.
TIP You can also hide trends in the Plot without removing them from the Plot Manager. For more information, see “Showing or Hiding Trends in the Plot” on page 27.
NOTE Trend analysis returns results only if the number of contact segments for the selected time period is sufficient. For minimal data thresholds of trend analysis, see “Changing the Time Frame of Trend Analysis” on page 36.
Chapter 2 - Trends and Trend Analysis Trend Analysis
When viewing trend analysis data, you can:
Display any trend in the Plot to view it in greater detail. For more information, see ““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
Change the time frame of trend analysis. For more information, see “Changing the Time Frame of Trend Analysis” on page 36.
Viewing Customer Behavior Indicators™ Analysis
Customer Behavior Indicators™ analysis provides a summarized view of Customer Behavior Indicators™ over the selected time frame and determines 50 terms with the highest change in frequency over that time frame. Results of the analysis are displayed in the Customer Behavior Indicators™ Analysis area of the Trend Analysis tab.
At the top of the list, you can see terms with the highest absolute change in frequency, over the selected time frame.
The following columns are displayed in the area:
NOTE The selection of terms is based not on the frequency itself but on the change in it. Any most commonly used term will not appear among results of Customer Behavior Indicators™ analysis, if its frequency remains relatively constant over the selected time frame. Only if a term's frequency has changed considerably, the term can be included into the 50 terms brought by the Customer Behavior Indicators™ analysis.
Column Description
Options button Use the Options button to do the following:
Add trends of the term and its correlated terms to the Plot. For
more information, see ““Defining Category States” on
page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
Add the term and its correlated terms to the Search field. For
information, see “Searching from the Trend Analysis Tab” on page 37.
Term Click the term to add its trend to the Plot. For more information,
see ““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
Average Shows the average term frequency (in percentage) over the
selected time frame. In daily analysis, the value in the Average column is the actual frequency of a term on that day.
Up and Down arrows The arrow indicates the Customer Behavior Indicators™ direction over the selected time frame and is displayed only for daily and weekly trend analysis.
Chapter 2 - Trends and Trend Analysis Trend Analysis
See “Trend Analysis: Closer Look” on page 33 to better understand the meaning of the Average and Change columns.
In addition, see “Tips for Viewing Trend Analysis Data” on page 32.
Tips for Viewing Trend Analysis Data
By default, trend analysis results are displayed for a week's time period, including
today's date and 6 days prior to today's date. Weekly trends show how the last week is different from the couple of weeks that precede it.
You can change the trend analysis time period by selecting one of the following
values in the Time Period field for a specific date: - Day - Week - Month - 3 months - 6 months - 9 months - 12 months
For example, when you select October 12th in the Date field and Month in the Time Period field, the resulting trend results are relevant for a month before and including October 12th.
The Time Period field is displayed by clicking the Settings icon ( ) in the top right corner of the Trend Analysis areas.
Change The Change column shows the absolute and relative changes in the
term's trend in the following format: absolute change (relative change %). The methods used to determine the absolute change and the relative change are different in short-term and long-term analysis, therefore the values in the Change column depend on the selected time frame. For a detailed explanation of the Change column, see “Trend Analysis: Closer Look” on page 33.
The absolute change determines the selection of terms and the sorting order of the list, whereby terms with the highest absolute change appear at the top of the list. The direction of the change does not affect the sorting order. For example, a term with the absolute change of -40% will be placed above a term with the absolute change of +30%.
Correlated Terms Displays the two top correlated terms, over the selected time frame.
Click a term to add its trend to the Plot. For more information, see
““Defining Category States” on page 199Adding Customer Behavior Indicators™ to the Plot” on page 26.
Chapter 2 - Trends and Trend Analysis Trend Analysis
For more details, refer to “Changing the Time Frame of Trend Analysis” on page 36.
Customer Behavior Indicator trends are updated once a day. This update occurs as
part of the index build.
The Customer Behavior Indicators list includes the top 50 trends arranged in pages.
Use the pagination buttons in the lower right corner of the area to move from page to page.
The Change column shows two values:
-
Absolute change-
Relative changeThe format of the Change column is absolute change (relative change %), for example, +2.22 (31.7%) or -1.06 (-6%).
The list is sorted by the absolute change. The direction of the change does not affect
the sorting order. For example, a trend with the absolute change of -40% will placed above a trend with the absolute change of +30%.
Each column has a short and a full name. Short column names are displayed as
column heading in the trend analysis area. You can view the full name of a column in a tooltip when hovering the mouse of the column's heading.
Click the question mark to view a detailed explanation of this area.
Trend Analysis: Closer Look
Trend analysis provides a summarized view of trends over the selected time frame. By default, trend analysis results are calculated based on the current date and a week before the current date. Results are updated every day, so for example, trend results using these default settings on tomorrow's date may be different than today's trend results based on the same default settings.
Alternatively, you can also view trend results based on a specific date in history and within a different time period (Week, Day, Month, etc.). This allows you to view trend results for that specific time in the past, without having it be affected by daily trend updates.
So, for example, you can view trend results based on today’s date and a week beforehand, and trend results based on September 3rd and a month beforehand. With regard to the time frame duration, two types of trend analysis can be distinguished: short-term and long-term.
Short-term analysis is performed for daily (last day) and weekly (from a selected
date) time frames. The analysis shows the deviation of the trend's current average from its previous average. For example, the weekly Customer Behavior Indicators™ analysis shows how the average frequency of the term in the last seven days is different from its average frequency in the previously configured time period. You can configure the time period in Trends Analysis > Settings > Time Period. For more details, refer to “Changing the Time Frame of Trend Analysis” on page 36.
Long-term analysis is performed over time frames from a month up to a year from
Chapter 2 - Trends and Trend Analysis Trend Analysis
baseline, while the baseline is the average value of the trend across the entire period.
Both short-term and long-term trend results are relevant for the selected Time Period before and including the selected date.
For each trend, three numeric parameters - average value, absolute change, and relative change – are calculated for any selected time frame. These values reflect a trend's development during that time frame and highlight any changes that may have occurred.
A trend's average value is shown in the Average column, and the absolute and relative changes are shown in the Change column. To understand trend analysis results, let's take a close look at the Average and Change columns and see how these values are derived.
This topic outlines the information required for understanding the summarized view of trends over a selected time frame, by covering the following topics:
Average Column, page 34
Change Column, page 34
Average Column
The Average column shows the average trend value over the selected time frame. In daily analysis, the value displayed in the Average column is the actual trend value on that day.
Change Column
The Change column shows the absolute and relative changes in the trend in the following format: absolute change (relative change %). The methods used to determine the absolute change and the relative change are different in short-term and long-term analysis, therefore the values in the Change column depend on the selected time frame.
The absolute change determines the sorting order of trends in the list, whereby trends with the highest absolute change appear at the top of the list. The direction of the change does not affect the sorting order. For example, a trend with the absolute change -40% will be placed above a trend with the absolute change of +30%.
Change Column in Short-Term Analysis (Daily and Weekly)
Absolute change - the difference between the trend's current average value and
its average value in the predefined previous time period.
The absolute change can be positive or negative, according to the direction of the trend over that period of time. If a trend's average value over the current period is lower than over the previous time period, the absolute change is negative. The direction of the trend is indicated by the up and down arrows ( ).
Relative change - the relation of a trend's average value in the previous time
