Avaya Speech Analytics Essentials User Guide

Avaya Speech Analytics Essentials
User Guide
Release 12.0
Issue 3
April 2015
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USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN
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Contents
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Introduction . . . . . . . . . . . . . . . .
Accessing the Speech Analytics Application .
Understanding the Speech Analytics Window.
Data Analyzed by Speech Analytics . . . . .
Transcribed Contacts . . . . . . . . . .
Online Data . . . . . . . . . . . . . . .
Trends Data. . . . . . . . . . . . . . .
Contact Segment Transcription . . . . . . .
Speech Analytics Tasks . . . . . . . . . . .
Start your Work Session . . . . . . . . .
Contact Search . . . . . . . . . . . . .
Speaker Separation . . . . . . . . . . .
Mixed Systems . . . . . . . . . . . . .
Reports and Data Export . . . . . . . . . .
Speech Analytics Alerts. . . . . . . . . . .
Speech Analytics Alert Triggers . . . . . .
Alerts Flow . . . . . . . . . . . . . . .
Alert format. . . . . . . . . . . . . . .
Speech Analytics Trends Dashboard . . . . .
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.8
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Trends and Trend Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Trends in Speech Analytics . . . . . . . . . . . . . . . . . . . . . . . . . .
Trend Analysis Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customer Behavior Indicators. . . . . . . . . . . . . . . . . . . . . . . .
Calculating Term Frequency . . . . . . . . . . . . . . . . . . . . . . . .
How to View Customer Behavior Indicators and Their Analysis? . . . . . . .
Working in the Plot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Understanding the Plot . . . . . . . . . . . . . . . . . . . . . . . . . .
Displaying Numeric Values in the Plot . . . . . . . . . . . . . . . . . . . .
Understanding the Dynamic Scale of the Plot . . . . . . . . . . . . . . . .
Defining Category States on page 199Adding Customer Behavior Indicators
Showing or Hiding Trends in the Plot . . . . . . . . . . . . . . . . . . . .
Printing the Plot Line and Contact Volume Charts . . . . . . . . . . . . . .
Understanding the Plot Manager . . . . . . . . . . . . . . . . . . . . . .
Changing the Time Frame in the Plot . . . . . . . . . . . . . . . . . . . .
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to the Plot .
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19
19
20
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22
23
24
26
27
28
28
28
Contents
Drilling Down from the Plot Manager . . . . . .

Removing Trends from the Plot. . . . . . . . .
Trend Analysis . . . . . . . . . . . . . . . . . .
Introduction to Trend Analysis . . . . . . . . .
Viewing Customer Behavior Indicators Analysis
Tips for Viewing Trend Analysis Data . . . . . .
Trend Analysis: Closer Look . . . . . . . . . .
Changing the Time Frame of Trend Analysis. . .
Searching from the Trend Analysis Tab . . . . .
3
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29
30
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37
Contact Search and Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Contact Analysis Tab . . . . . . . . . . . . . . . . . . . .
Home Page and Results Page of the Contact Analysis Tab .
Searching in Speech Analytics . . . . . . . . . . . . . . .
Retrieving all Transcribed Contact Segments. . . . . . . . .
Searching by Keywords or Phrases . . . . . . . . . . . . .
Searching by Terms Spoken by Agent or Customer. . . . . .
Building Text Queries . . . . . . . . . . . . . . . . . . .
Unauthorized Characters . . . . . . . . . . . . . . . .
Building More Complex Text Queries . . . . . . . . . . .
Guided Search. . . . . . . . . . . . . . . . . . . . . . .
Using Autocompletion in Text Queries . . . . . . . . . .
Context-Based Suggestions . . . . . . . . . . . . . . .
Understanding the Term Tree . . . . . . . . . . . . . .
Filtering . . . . . . . . . . . . . . . . . . . . . . . . . .
Filtering Guidelines . . . . . . . . . . . . . . . . . . .
Defining Search Filters . . . . . . . . . . . . . . . . .
Editing an Uploaded External Data File . . . . . . . . . .
Deleting an Uploaded External Data File . . . . . . . . .
Setting Filters from the Results Page . . . . . . . . . . .
Filter List Parameters . . . . . . . . . . . . . . . . . .
Checking if Search Filters are Set . . . . . . . . . . . .
Understanding Search Results . . . . . . . . . . . . . . .
Understanding the Results Page . . . . . . . . . . . . .
Understanding the Results List . . . . . . . . . . . . . .
Viewing Collapsed Details . . . . . . . . . . . . . . . .
Viewing Query Results Metrics . . . . . . . . . . . . . .
Working with Contact Details . . . . . . . . . . . . . .
Searching within Found Results . . . . . . . . . . . . . . .
Refining Search Results through Different Search Methods . .
Working with Saved Searches . . . . . . . . . . . . . . .
Accessing Saved Searches . . . . . . . . . . . . . . . .
Saving a Search . . . . . . . . . . . . . . . . . . . .
Renaming a Saved Search . . . . . . . . . . . . . . . .
Changing a Private Saved Search to a Public Saved Search
Deleting a Saved Search. . . . . . . . . . . . . . . . .
Using your Search History . . . . . . . . . . . . . . . . .
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Speech Analytics Essentials User Guide

Confidential and Proprietary Information of Verint Systems Inc.
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Contents
History Bar Items . . . . . . . . . . . . .

Using Charts . . . . . . . . . . . . . . . .
Viewing the Number of Contact Segments in
Viewing Percentage Values in Charts . . . .
Drilling-down into Charts . . . . . . . . .
Chart Descriptions . . . . . . . . . . . .
Starting a New Search . . . . . . . . . . . .
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Charts .
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Contact Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Playing Back Contacts in Speech Analytics. . . . . .

Understanding the Speech Analytics Player . . . . .
Speech Analytics Player without Speaker Separation .
Viewing Screens . . . . . . . . . . . . . . . . . .
Configuring the Screen Display. . . . . . . . . .
Controlling Audio Playback while Viewing Screens .
Opening a Contact . . . . . . . . . . . . . . . . .
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Ranking and Document Relevancy . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Frequently Asked Questions . . . .

Charts Troubleshooting. . . . . . .
Error Messages . . . . . . . . . .
Filter Troubleshooting . . . . . . .
General Troubleshooting . . . . . .
Playback Troubleshooting . . . . .
Speaker Separation Troubleshooting
Searches Troubleshooting . . . . .
Trends Troubleshooting. . . . . . .
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Retrieving Information: Recall Vs. Relevancy . .

Single and Multiple-Term Search Queries . . . .
Single Term Query Default Use Case . . . . .
Single Term Query Using Find Within Use Case
Single Term Query Using IDF Use Case . . . .
Multiple Term Query Use Case . . . . . . . .
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Reports and Data Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reports and Data Export . . . . . . . . . . .
Creating Chart Reports . . . . . . . . . . . .
Creating Contact Data Reports . . . . . . . .
Compare Two Result Sets Overview . . . . . .
Comparing Two Result Sets . . . . . . . .
Comparing Two Result Sets Report Analysis .
Managing Reports . . . . . . . . . . . . . .
Saved Reports Columns . . . . . . . . . .
Refreshing the Report Status . . . . . . .
Saving a Report . . . . . . . . . . . . . .
Deleting a Report . . . . . . . . . . . . .
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Contents
Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
165
Building Advanced Text Queries in Speech Analytics . . . . . . . . . . . . . . . . . . . . . . 165

Building More Complex Text Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 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
Speech Analytics Trends Dashboard, page 17
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

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.
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.
NOTE
You can also access the Speech Analytics application by selecting Interactions >
Quality Monitoring > Speech Analytics and selecting an instance.

The following is an example of the Speech Analytics application window.
See the Legend on page 10 for an explanation about each area.

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.

10
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.

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.

11
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.

12
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
Speaker Separation, page 14

13
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.
With Speaker Separation statistics, you receive additional capabilities described below.

14
Reports and Data Export

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.

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.

15
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 users
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.
Every five minutes, the systems alert mechanism checks to see if a rules trigger
conditions are met.
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.

16
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:
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.
For more information about configuring and editing the Dashboard refer to the
Interactions and Analytics Administration Guide.

17
Chapter 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
Trend Analysis, page 30
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.
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.
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.
NOTE
If the index is empty the graph in the Trends Analysis tab will be empty and the
word Undefined will appear.
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

19
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

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
How to View Customer Behavior Indicators and Their Analysis?, page 21

20
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
page 31.

21
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.
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.
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.

22
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.
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.
One week and shorter
A day in the week.
Displaying Numeric Values in the Plot

When a trend is displayed in the Plot, you can see its line chart without numeric values.

23
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.
TIP
Check the colors of the displayed trends in the Plot Manager. For more information,
see Understanding the Plot Manager on page 28.
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.
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.
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.
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.

24
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.
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.

25
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.
on page 199Adding Customer Behavior

Indicators to the Plot
Defining Category States
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

26
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.
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.
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.
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.
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.
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.
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.
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.
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.
Clear the check boxes of the trends that you want to hide in the Plot.
Select the check boxes of the trends that you want to show in the Plot.

27
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.
Select Print.
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:

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
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.
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.

28
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.
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.
If needed, drag the other handle to a different location on the time axis to adjust
the time frame to the required duration.
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.
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.
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

29
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.
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.
Trend Analysis
This topic outlines the information required for understanding the Trend Analysis, by
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.
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.
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.

30
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
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.
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.
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:
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.

31
Trend Analysis
Column
Description
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.
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 (
corner of the Trend Analysis areas.

) in the top right
32
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 change
The 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 todays 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
the current date or a selected date. The analysis shows the trend's deviation from a

33
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
period compared to the trend's current average value.

34
Trend Analysis
Assuming a trend's average value over the last week is 20% while its average value over
the previous period was 25%, then:
Absolute change = current average value previous average value (20% - 25% =
-5%)
Relative change = absolute change/previous average value (-5%/25% =-20%)
In this case, the value in the Change column is
-5 (-20%).
Change Column in Long-Term Analysis (from Month to Year)
Absolute change - the difference between the maximal and minimal value of a
trend for the selected time period.
In long-Customer Behavior Indicators Analysis, the absolute change is always
positive, and no arrows indicating the direction of the change are displayed.
Relative change - the relation of the absolute change to the average value of the
trend.
Assuming a trend's average value over the last 6 months is 20% while its highest
performance during this period was 26% and the lowest was 15%, then:
Absolute change = highest value lowest value (26% - 15% = 11%)
Relative change = absolute change/average (11%/20%)=55%)
In this case, the value in the Change column is 11 (55%).

Long-term analysis detects any considerable rises or drops that occurred in a trend. To
view the exact events in a trend, add it to the Plot. For more information, see Defining
Category States on page 199Adding Customer Behavior Indicators to the Plot on
page 26.
When displayed in the Plot, trends with the same absolute change can show different
patterns, for example:
A steady drop or rise
A one-time rise
Seasonal peaks
Plot Trends Example

The following image shows three trends with a similar absolute change (approximately
45%) in a 3-month time frame. In spite of their similar absolute change, the trends
reveal different patterns.

35
Trend Analysis
For more information on interpreting data in the Plot, see Understanding the Plot on
page 22.
Changing the Time Frame of Trend Analysis

By default, the Trend Analysis tab displays Customer Behavior Indicators Analysis of
the last seven days from the current day or a selected date. This data is displayed in the
Customer Behavior Indicators Analysis area of the tab. In this areas, you can select
any other predefined historical time frame (for example, a specific date, the last day and
weekly, monthly or yearly).
With regard to the time frame selected, two types of trend analysis can be
distinguished: short-term (daily and weekly) and long-term (from a month up to a
year). The method used to determine the value of the Change column is different with
each approach.
Short-term Customer Behavior Indicators analysis compares the recent behavior

of a trend with its behavior during the previous time period. For example, a term's
trend analysis for a week can show how the frequency of a certain term changed
during the last 7 days, in comparison with the previous time period.
Long-term Customer Behavior Indicators Analysis, focuses on changes that
occurred within that period of time. For example, a term's trend analysis for a year
shows the difference between the lowest and the highest frequencies of that term in
the course of the last year.

36
Trend Analysis
For more information about calculations, see Trend Analysis: Closer Look on page 33.
NOTE
Trend analysis returns results only if the number of contact segments for the
selected time frame is sufficient and only during time periods in which trend
history is available.
The minimal data thresholds are:
Daily analysis - 3 weeks' worth of data.
Weekly analysis 4 weeks' worth of data.
Long-term analysis - from a month to a years worth of data of the selected

time period. For example, for monthly trend analysis, a month's worth of data
is required.
When selecting data for trend analysis, Speech Analytics excludes days with
exceptionally low call volumes. Days with less than 700 calls are discarded, as well
as days in which the number of calls is significantly lower than the median number
of calls from the date when the tracking started.
In the Trend Analysis tab, at the top of the Customer Behavior Indicators
Analysis area.
Click the Settings the top right corner.

The screen is replaced with a Time Period configuration screen.
In the Time Period field, select the time range on which to base trend results (Day,
Week, Month, etc.).
For example, to view trend results for a three-month time period, select 3 Months.
NOTE
You cannot select a date and time period for which Trend history is not available.
In the Date field, select the required value.

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.
Click Apply.
The list reloads, with the following changes:
The list of terms is updated and can be completely different from the previously
displayed terms list.
The correlated terms of the same term can be different.
For more information on trend analysis, see Viewing Customer Behavior Indicators
Analysis on page 31.
Searching from the Trend Analysis Tab

From the Trend Analysis tab, you have quick and convenient access to the search
functionality of Speech Analytics. You can search by any term that appears in the Term

37
Trend Analysis
Analysis area - both by terms whose trends are displayed in the list and by their
correlated terms.
To search for contact segments from the Trend Analysis tab:
1
In the Trend Analysis tab, in the Customer Behavior Indicators Analysis

area, click the Options button , select Add to search, and then click the required
term. The term is displayed in the Search field above the tab.
Repeat the previous step for any other terms that you want to include in your
search query.
Click Find. The list of contact segments that contain the terms is displayed in the
Results page. For more information on the Results page, see Understanding the
Results Page on page 78.
NOTE
Searching from the Trend Analysis tab is different from drilling down from the Plot
Manager. The search finds all the contact segments containing the term, while
drilling down finds only contact segments that belong to the time frame of the Plot
and that also meet additional search criteria. For more information, see Drilling
Down from the Plot Manager on page 29.

38
Chapter 3
Contact Search and Analysis

This chapter outlines the information required for understanding how to search and
analyze contact information, by covering the following topics:
Contact Analysis Tab, page 40
Searching in Speech Analytics, page 42
Retrieving all Transcribed Contact Segments, page 43
Searching by Keywords or Phrases, page 43
Searching by Terms Spoken by Agent or Customer, page 45
Building Text Queries, page 46
Guided Search, page 53
Filtering, page 66
Understanding Search Results, page 78
Searching within Found Results, page 92
Refining Search Results through Different Search Methods, page 93
Working with Saved Searches, page 94
Using your Search History, page 97
Using Charts, page 98
Starting a New Search, page 118
Chapter 3 - Contact Search and Analysis
Contact Analysis Tab

The following is a sample Contact Analysis tab.
For information about each area in this tab see Legend on page 41.

40
Legend
Top Bar
The top bar of the Contact Analysis tab provides a summary of the information
displayed on the page.
For example, when no search filters have been set you can see how many
transcribed contact segments are available.
If an filters have been set, this area indicates so and allows you to preview the
filters. For more information, see Checking if Search Filters are Set on page 77.
My Searches
The My Searches area displays names of the searches that you saved and allows
you to access these searches. For more information about saved searches, see
Working with Saved Searches on page 94.
Graphs
The bottom of the screen displays charts of all transcribed contact segments
retrieved in the Results page.

41
Searching in Speech Analytics
By default, this area displays the Date chart. See Using Charts on page 98 to learn
about charts and ways of working with them.
If a chart does not appear, see Troubleshooting on page 147.
If no search filters have been set, the Contact Analysis tab displays information on all
transcribed contact segments that you are authorized to view according to your rights
and visibility settings. If any filters have been set, the content of the tab is filtered
accordingly, and the displayed information relates only to those segments that meet the
filters. For more information, see Checking if Search Filters are Set on page 77 and
Using Charts on page 98.
Home Page and Results Page of the Contact Analysis Tab

The Contact Analysis tab can accommodate one of the following pages - Speech
Analytics home page and Results page.
The image in the Contact Analysis Tab on page 40 with the three charts and Saved
Searches area illustrates the home page. This is the page from which most of your
operations in Speech Analytics start.
After you performed a search or applied filters, the appearance of the Contact Analysis
tab changes and the home page is replaced with of the Results page. For more
information, see Understanding the Results Page on page 78.
TIP
When the home page is not displayed, the Home link appears in the top right
corner of the window, enabling you to return to this page at any time.
Searching in Speech Analytics

The Speech Analytics application enables you to use several search methods to find
contact segments of your interest:
Guided Search - Searching by Keywords or Phrases, page 43 and use Using

Autocompletion in Text Queries, page 53 and Context-Based Suggestions, page 55
to assist you in selecting the most efficient search terms.
Defining Search Filters, page 67
Retrieving all Transcribed Contact Segments, page 43
The search results are displayed in the Results page in two formats:
List - detailed contact segment list. For more information, see Understanding the
Results List on page 80 and Understanding the Results Page on page 78.
Charts - present the contact segment information graphically, in bars. Each bar in
the chart focuses on some specific contact characteristics, for example, the date, or
duration. The charts can serve as another way of narrowing your search results as

42
Retrieving all Transcribed Contact Segments
they allow you to drill down on the bars to different subsets of contacts within the
results. For more information, see Using Charts on page 98.
You can gradually refine your search by Searching within Found Results on page 92
and Refining Search Results through Different Search Methods on page 93.
To facilitate your search process, the Speech Analytics also offers a few convenient ways
of accessing your previous search results. These include:
Saving your searches to run them multiple times without the need to redefine the
search criteria. For more information, see Working with Saved Searches on
page 94.
Using the search history to return to previously accessed results. For more
information, see Using your Search History on page 97.
You can also start a new search, related to a different issue, at any time. For more
information, see Starting a New Search on page 118.
Retrieving all Transcribed Contact Segments

You can retrieve all transcribed contact segments without defining any search criteria.
Click the Find button in the Speech Analytics home page, without entering
keywords or setting filters. This retrieves a list of all available transcribed contact
segments.
The Results list will only display contacts associated with groups (and their subgroups)
that you have visibility to.
The Results list will only display contacts associated with Contact Data and Conditional
Contact Data values that were assigned to you in the Assignment Manager.
The Show percentage of total button
is not available for charts in the Results
page in such cases, as the results represent 100% of the available contacts.
For more information about results, see Understanding the Results Page on page 78.
Searching by Keywords or Phrases

You can search for contact segments by keywords or phrases that were used in the
conversation between the agent and the customer. The keywords and phrases you are
searching for are often referred to as terms.
Searching by keywords or phrases involves submitting a text query in the Search field.
Then, the application presents the segments that include the text query and ranks them.
The text query that you submit can be of various complexity - ranging from a single
word to sophisticated expressions that define not only the words to search for, but also
their retrieval conditions.
For example, if you are interested in retrieving all contact segments where customers
complain about access problems to a new online service you recently launched, you can
search for the word login, and the Speech Analytics application will retrieve all

43
Searching by Keywords or Phrases
segments that contain that word. You can also search for a phrase, for example, cannot
log in, to retrieve contacts related to the same problem.
Building a more complex query requires the use of operators that allow you to set
conditions of the search. For a detailed description of all text search options, see
Building Text Queries on page 46.
NOTE
The mechanism for calculating search results varies, depending on whether the
search entry is a single-term query, or a multiple-term query:
For single-term queries, the system provides a list of all contacts that make the
rank threshold in terms of their overall score, regardless of the search term's
frequency.
For multiple-term queries, the system bases its search logic on the industrystandard Inverse Document Frequency (IDF) factor when calculating search
results. In order to maximize the relevancy of multiple-term search entries,
IDF diminishes the weight of terms that occur very frequently, and increases
the weight of terms that occur rarely.
For more information on IDF and the way Speech Analytics calculates search
results, see Ranking and Document Relevancy, page 142.
You can greatly improve the efficiency of your query by using autocompletion and
context-based term suggestions.
You can only perform text searches if you have been assigned the Search by keywords
right in the User Management > Roles Setup.
Searches by keywords or phrases retrieve prioritized results, where each retrieved
contact segment is ranked according to the keywords and phrases it contains. The
higher the rank the more relevant that contact segment is for the search. Contact
segments are sorted by rank, while the rank can range from 2 to 5 stars. Contact
segments with one-star rank are excluded from results.
To search for contact segments by keywords or phrases:
1
In the Search field, type the text to search for. See Building Text Queries on
page 46 for a detailed explanation on various options of building your text query in
the Search field.
As you enter words to search for, an automatic word completion list appears under
the Search field. Click any relevant word to include it in your text query.
In addition to serving as a spelling aid, Term Autocompletion helps you identify
similar terms to the one you entered and provides valuable information on their
usage. To learn more, see Using Autocompletion in Text Queries on page 53.
To receive context-based suggestions for the term in the Search field, click
Visualize or More suggestions. To learn more about context-based suggestions,
see Context-Based Suggestions on page 55.
Click the Find button,

When searching from the Results page, click one of the following buttons:
Click New Find to start a new search.

Click Find Within Results to continue searching within the results that were
found in the previous search.

44
Searching by Terms Spoken by Agent or Customer
The Results page appears displaying a list of contact segments that contain the text you
searched for and have at least a two-star rank. If any filters were set before you
submitted your search, the results are filtered accordingly. For additional information,
see Checking if Search Filters are Set on page 77.
For further details about search results, see Understanding the Results Page on
page 78.
If you wish to further refine your search, you can continue Searching within Found
Results on page 92 while combining the term search with Refining Search Results
through Different Search Methods on page 93.
Searching by Terms Spoken by Agent or

Customer
Speaker separation enables you to search for segments by a specific term spoken by
either the agent or the customer. Use the A: operator to build text queries that search
for segments where the term was spoken by the agent, or the C: operator if you want to
search for segments in which the term was spoken by the customer.
The ability to search for segments by terms spoken by the agent or the customer comes
in addition to the regular search by terms that retrieves all segments with the term,
regardless of the speaker.
1
In the Search field of the home page or Results page, type the required operator: A:
to search by terms spoken by the agent, or C: to search by terms spoken by the
customer.
Type the text for which you want to search after the colon. There should be no
space between the colon (:) and the next character.
Click the Find button when searching from the home page, or click the New Find
or Search within results button when searching from the Results page. The
Results page appears, displaying a list of segments that contain text you searched
for.
Example:
When searching from the Speech Analytics home page:
To search for segments in which the agent said the word help, in the Search field,
type Help and click Find. The Results page appears, displaying a list of segments in
which the agent said help.
To search for segments in which the customer said the word help, in the Search
field, type C:help and click Find. A list of segments in which the customer said
help appears.
To search for occurrences of the word help regardless of the speaker, perform a
regular text search without any operators - in the Search field, type help and click
Find. A list of segments in which the word help was detected appears.

45
Building Text Queries
To better understand results of searches with Speaker Separation operators, notice the
following:
Searches for a specific term said by the agent or customer also retrieve segments in
which that term was spoken during the talk-over time when the agent and the
customer were talking simultaneously.
For segments recorded without Speaker Separation, the search retrieves all the
segments that contain the term you searched for.
You can combine the A: and C: operators with all other operators available for text
queries. For a detailed description of all text search options, see Building Text Queries
on page 46.

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.

46
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
All contacts where

the phrase close my
account was used.
Retrieve contacts
containing any of the
words or phrases of
interest
Enter words and

phrases of your
interest.
Retrieve contacts
containing all of the
words of interest
Enter the words

connected with the
AND operator.
check book
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).
angry annoyed
Any contact that

contains either the
word angry or the
word annoyed, or
both.
angry AND annoyed
Any contact that

contains both the
word angry and the
word annoyed.
There is no need to
separate the words
with a comma.

47
Task:
Definition
Syntax:
Example:
Search results
include:
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:
Exclude contacts
containing a specific
keyword.
Add the minus sign

(-) before the word.
credit -card
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.
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).

48
Task:
Definition
Syntax:
Example:
Search results
include:
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.

49
Task:
Definition
Syntax:
Example:
Search results
include:
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
30 seconds on
average).

50
Task:
Definition
Syntax:
Example:
Search results
include:
Contacts where a
specific word or
phrase is
encountered in the
call's opening, among
a certain number of
first words.
Inside the [START]

operator, specify the
required number of
words after the colon
(:).
[START:60]welcome
Contacts where the

word welcome was
used in the call
opening, among the
first 60 words of the
20 seconds on
average).
Contacts where a
specific word or
phrase is
encountered in the
call's closing, among
a certain number of
last words.
Inside the [END]

operator, specify the
required number of
words after the colon
(:).
[END:60]"thank you
Contacts where the

phrase thank you
was used in the call's
closing, among the
last 60 words of the
20 seconds on
average).
Unauthorized Characters
The following characters cannot be used:
Underscore (_)
Equal sign (=)
Square brackets ([]) - except for cases when they are used as part of the [START]
and [END] operators.
Backslash (\)
Arrow heads (<>)
Question mark (?)
Asterisk (*)
Pound (#)
Operators AND, NOTIN, NEAR, [START], and [END] must be entered in upper case
only. If you type any of these operators in lower case (for example, and instead of
AND), the Speech Analytics application searches for them as for keywords.
NOT, if typed in capital letters, is regarded as an operator. Searches with the NOT
operator retrieve results where one term is more dominant than the other.
For example, bill NOT credit will retrieve contact segments where bill is more
dominant than credit. Contact segment containing credit will be assigned lower
ranks than results containing bill only. Contact segments where credit is more
dominant than bill will not be retrieved.
Keywords or phrases for which you are searching are not case-sensitive.
Avoid searching for frequently used words (for example, 'hello or yes). Widely
used terms by nature do not point to specific issues; therefore contacts where these

51
words are found receive lower ranking, which might prevent them from appearing in
search results.
Building More Complex Text Queries

By combining operators, words and phrases, you can build more complex and specific
text queries, narrowing search results to the most relevant contact segments only. Use
the parenthesis () to group parts of your query.
The following are some examples of more complex queries.
(call NEAR back) NOTIN call back today

This query will retrieve all contact segments where phases similar to call you back,
call me back, didn't not call me back were detected, excluding the segments
where the phrase call back today was found.
called before called yesterday called earlier

This query will retrieve contact segments where one or more of these phases were
used: called before, called yesterday, or called earlier.
[END:60]C:thank you
With such a text query, the Speech Analytics application will retrieve contact
segments where customers used the phrase thank you in the call's closing, among
the last 60 words (around 20 seconds on average) of their part of the conversation.
[START](how NEAR can NEAR help)

This query will retrieve contact segments where the phrase How can I help you?
or similar phrases (for example, How can we help you?) was used in the call's
opening, among the first 100 words of the conversation (around 30 seconds on
average).
[START]close NEAR account

[START](close NEAR account)
These two queries will retrieve the same results - all contact segments containing
phrases such as close my account, close your account, close the account,
close my recent account and similar in the call's opening, among the first 100
words of the conversation.
You cannot use parenthesis after Speaker Separation operators (A: or C:). If you want
to combine other operators with A: and C:, place the Speaker Separation operators
before every operand. For example, a query which reads A:(close NEAR account) is not
valid. You can replace this query with A:close NEAR A:account.
If you want to use the plus (+) or minus (-) sign before the [START] or [END]
operator, you must enclose the operator in parenthesis. For example,
+[START:50]account is not a valid expression. Instead, you should write
+([START:50]account).

52
Guided Search
Guided Search
The Guided Search assists you in performing keyword searches in Speech Analytics.
This section outlines the information required for understanding guided searches, by
Using Autocompletion in Text Queries, page 53
Context-Based Suggestions, page 55
Working with Context-Based Suggestions in a List, page 57
Working with Context-Based Suggestions in a Tree, page 58
Understanding the Term Tree, page 59
Using Autocompletion in Text Queries

Autocompletion is activated every time you type the first three characters (unless
configured differently) of a word in your text query. With autocompletion, Speech
Analytics starts searching as you type and automatically displays a list of possible word
completions, from which you can select words for your query. The list is compiled from
the words that appear in transcribed contact segments.
The following is an example of the autocompletion list for a keyword search. The
example shows completion options that were displayed after pass was typed in the
Search field.

53
Guided Search
In addition to ensuring correct word spelling and decreasing the amount of time spent
typing words, autocompletion also performs a number of useful functions:
Word Grouping, page 54
Word Frequency and Sorting, page 54
Selecting Words, page 55
Closing the Autocompletion List, page 55
Viewing Options, page 55
Searching with Operators, page 55
Word Grouping
To help you identify related words, all items in the autocompletion list are grouped by
their stem, including the stem variations. For example, the broke group can include
not only words of the same stem (broken, broker) but also the stem's variants
(break, breaks, breaking), provided these words were detected in transcribed
contact segments.
Word Frequency and Sorting

Next to each word, you can see the number of contact segments in which this word was
found (regardless of the number of occurrences or scores of the word in any of the
segments), and their percentage out of the total number of transcribed contact
segments.
The most common word in each group appears twice:
As a base word of the group - to allow selection of all words of the group.
At the top of the list inside the group - to enable you to select that word only.
Word groups are sorted by frequency of their base word, with the group of the most
commonly used word at the top. Words within each group are sorted by frequency too.
In the example above, the password group appears at the top of the list, which means
that this is the most commonly used word. From the autocompletion list, you can see
that this word was found in 350 segments, which constitutes 6.71% of all transcribed
segments. The word password serves as the base word of this group and also appears
in the list inside the group. Such words as pass and passenger were less frequently
used in transcribed contacts, so their groups appear further down in the list.
NOTE
Search results for a selected word may include fewer contact segments than
indicated in the autocompletion list. This happens because the Speech Analytics
application excludes results with lower than two-star ranks from the Results page.

54
Guided Search
Selecting Words
Click any single word in the autocompletion list to add this word to your definition.
When performing keyword searches, click the base word of an expanded group to
add all words of the group to the query. If you need to add the base word only,
select it from the list within the group, or click it when the group is collapsed.
Closing the Autocompletion List
The list disappears as soon as you select a word from it.

If you wish to close the autocompletion list without selecting any words from it, click
anywhere outside the autocompletion list, or press the Esc button.
Viewing Options
Make your work with the autocompletion list more comfortable:
To view the entire list of terms, use the scroll bar on the right side of the list, or
resize the window by dragging the lower right corner of the window to the required
size.
Collapse any word group in the list by clicking the minus sings (-) to the left of the
base word of the group.
Searching with Operators

When searching with operators (for example, NEAR, A:, C:, [START], and [END]),
autocompletion recognizes the operators and ignores them. Completion is only provided
for the characters that follow the operator.
If you are searching using the Speaker Separation operators, A: or C:, the header of the
autocompletion list reads Word occurrences in the agent's part or Word occurrences
in the customer's part respectively. In the example above, no Speaker Separation
operators were used, so the header states All occurrences of the word.
For more information, see Building Text Queries on page 46.
Context-Based Suggestions
The Speech Analytics application assists you during your search by offering contextbased suggestions for your text queries. The suggestions give you ideas on other related
terms to search for and help identify contexts in which these terms have been used.
When preparing a list of context-based suggestions, the Speech Analytics application
first compiles a list of all transcribed contact segments that contain the term. It then
uses a special algorithm to analyze the words and phrases that appear in these
segments and displays up to 50 of the most statistically significant terms, including
phrases (appearing in quotation marks). These are the terms that have the strongest
correlation with the term of your text query.
The suggestions are based on the entire volume of transcribed contacts.

55
Guided Search
If your text query includes such operators as A:, C:, [START], and [END], the suggested
items are correlated accordingly. For example, if you use the A: operator, the
suggestions are based on the agent's part of the calls. For more information, see
Building Text Queries on page 46.
If the text query contains more than one term, suggestions refer to any of the terms.
This section outlines the information required for understanding context-based
suggestions for your text queries by covering the following topics:
Context-Based Suggestions: List versus Tree View, page 56
Context-Based Suggestions: List versus Tree View

You can view context-based suggestions for your terms in a list or in a tree view. In both
cases, the same terms are displayed, but different additional information is provided.
The list shows correlation of each suggestion with your search term, while the tree
enables you to see how the suggested terms are correlated with each other and how
they are distributed among different contexts.
Learn about each way of viewing context-based suggestions in the following topics:

NOTE
You cannot view context-based suggestions in a list and in a tree simultaneously.

56
Guided Search
Working with Context-Based Suggestions in a List

1
Type the term into the Search field and click More Suggestions... to the right of
the Search field.
A list of suggestions based on the entire volume of transcribed contacts appears.
The blue bar next to each suggestion serves as a visual indication of the
suggestion's correlation with your search term.
If Speech Analytics detects related terms among suggestions, it groups them under
the term of the highest correlation. The groups are automatically expanded.
The icon to left of a child term indicates its relationship with the parent term and
can be any of the following:
- a grammatical variant of the suggested term.
- a synonym of the suggested term.
- a phrase with the exact occurrence of the suggested term.
The list is sorted by correlation, with more correlated suggestions displayed at the
top.
When a term group is expanded, relevance bars appear for each of the child
terms, but for the parent term. To view the correlation bar of a parent term,

57
Guided Search
collapse the group by clicking the minus sign (-) to the left of the group. Notice that
the relevance of the child terms is lesser than of its parent.
TIP
Review the suggestions and add the relevant ones to your query:
To view the entire list, use the scroll bar to the right of the list.
When performing a search, click, one by one, all the terms you want to add to
your query. Each term that you click is added to the Search field, and becomes
bold in the list. If you wish to remove a suggestion that you just added, click the
suggestion in the list again. For more information on performing keyword
searches, see Searching by Keywords or Phrases on page 43.
Clicking a parent term adds this term only to your query. If you need to select
any child term of the group, select that specific term.
To close the list of suggestions when performing a search, click anywhere outside
the list, or click the Close button
in the top right corner of the window.
Working with Context-Based Suggestions in a Tree

In addition to viewing context-based suggestions for your search term in a list, as
described in Working with Context-Based Suggestions in a List on page 57, you can
display the same suggestions in a tree.
The tree enables you to see how the suggested terms are related to one another and in
which contexts they have been used. To learn about the term tree, see Understanding
the Term Tree on page 59.
To view and select contact-based suggestions in a tree:
1
Type the term in the Search field or create a Filter.
Click the Visualize button to the right of the Search field.

The initial Visualize window appears, showing the suggested terms in a tree. Your
search term appears in a bold dark-grey font, while the rest of the terms appear in
red.
Review the tree to understand which terms are more correlated with each other,
and the contexts in which the terms have been used.
To see the entire window, click the Maximize button

window to enlarge the window.
If you want to change the search by adding or removing terms to the current
search, click the terms in the tree.
in the top right corner of the
Each term that you click is added to the Search field, and becomes bold in the tree.
To remove the term from the Search field, click the term again.

58
Guided Search
Click Visualize to see the results for your new search request in the Visualize
window.
Clicking Find in the Visualize window after you entered or removed words from the
Search text box, closes the Visualize window and returns you to a list of contacts
generated according to your Find request in the Contact Analysis tab.
Once you click the Find or Visualize button in the initial Visualize window, the
Find button is replaced by the Find Within Results and New Find buttons.
The Find Within Results button will preform a search within your last search
results. The New Find button will preform a new search. Clicking both buttons
returns you the Contact Analysis tab.
To close the Visualize window, click the Close button

the window.
in the top right corner of
Understanding the Term Tree

A term tree is a complex structure (see Understanding the Term Tree Structure on
page 61) that shows you how terms are correlated with each other and how they are
distributed among different contexts.
The term tree is displayed when you visualize context-based suggestions for search
terms.
The following is an example of a term tree in the Visualize window.

59
Guided Search
The main elements of the term tree are:
Nodes, page 60
Terms, page 60
Branches, page 61
Nodes
There are three types of nodes in the term tree: leaf nodes, middle nodes, and one
central node.
Leaf nodes are final nodes on each branch that display terms.
Middle nodes do not contain terms and serve as branching points only.
The central node serves as a starting branching point of the tree. See
Understanding the Term Tree on page 59 for more details on the central node.
Terms
On each leaf node, you can see a group of terms that were clustered together because
of strong correlation in their usage.

60
Guided Search
The groups are half-transparent, so that you can see to which branch each group
belongs.
If groups are overlapping each other, point to one of the groups with your mouse to view
this term group in a clearer way, as shown in the picture below.
Overlapping Groups (No Selection)
Overlapping Groups with One Group Selected
Branches
Typically, each branch in the term tree represents a separate context. Term groups that
appear on the same branch are closely related.
NOTE
Term groups that appear on different branches are not necessarily unrelated.
Understanding the Term Tree Structure

The term tree has a hierarchical structure where branching starts from one root node
and continues further down to leaf nodes. In the term tree, the layout of this hierarchy
is determined by contexts in which terms have been used. The root node becomes a

61
Guided Search
central branching point, from which branches spread in different directions, whereas
branches of related contexts are positioned closer to each other.
TIP
Locating the central node can be helpful in understanding the structure of

the term tree. You can differentiate the central node by two lines that lead
from it to its child nodes. Unlike the central mode, each middle node has
three leading lines - one to its parent node, and two lines to each of their
child nodes.
To better understand the layout of the tree, let's take a close look at some examples.
Example 1
Term groups A and B belong to one context, and groups C and D belong to a different
context.
In this case, groups A and B will be placed on one branch in the tree, and groups C and
D will appear on a different branch. A traditional presentation of this structure is shown
below.

62
Guided Search
To better show the two different contexts in which the terms are used, the same
structure will be presented differently in the tree view.
The following is an example of the term tree with a similar structure.
The tree has two distinct branches related to different contexts: the upper branch refers
to billing issues, the lower branch refers to a wider context, defined by such terms as
date, data, information, ask and access.

63
Guided Search
Example 2
Term groups A, B, and C belong to one context, with a closer relation between groups A
and B; group D belongs to a different context.
In the tree, groups A, B and C will be placed on one branch in the tree. This branch will
have two sub-branches - for groups A and B, and another one for group C. Group D will
appear on a separate branch.
The traditional view of the tree will be:
Speech Analytics will change this layout so that you can immediately notice one context
which is not related to the rest of the contexts.

64
Guided Search
The following is an example of implementing this structure in the term tree.
Terms that belong to a separate context (dollars, dollar, pay, ...) are places on a
different branch, remote from other branches dedicated to related contexts.
NOTE
The examples show simplified trees. Typically, terms trees include up to 50 terms
and have more complex structures.

65
Filtering
Filtering
Using Speech Analytics filters help you focus and search for a specific type of contact.
For example, using a filter enables you to find contacts about a specific business issue, a
specific group of people, contacts recorded on a specific date, etc.
The following sections describe how to work with filters, by covering the following
topics:
Filtering Guidelines, page 66
Editing an Uploaded External Data File, page 68
Deleting an Uploaded External Data File, page 69
Setting Filters from the Results Page, page 69
Filter List Parameters, page 69
Checking if Search Filters are Set, page 77
Filtering Guidelines
When creating filters the following factors must be considered:
Filters can be set from the Homepage or from the Results page. Once a filter is
defined, it applies to both pages and remains active until it is reset by clicking the
Reset Filters button.
Clicking the Reset Filters button returns the filter to its default state. The default
state is a configurable number (that is, the last number of days). This number is
configured in the Enterprise Manager.
For additional information, see Defining Search Filters on page 67 and Filter List
Parameters on page 69.
Filter parameters can be set by manually entering one or more String values,
separated by a comma or semicolon.
Manually entered String values can use up to 10 Wildcard characters (*) in a single
parameter field but cannot exceed 1024 characters.
You cannot use the Wildcard character when manually entering Integer values.
When creating a filter using an external file, consider the following:
Filter parameters can be set with an external file that contains up to 500,000
multiple metadata values.
The list of metadata values will be treated as filter values for the associated
metadata field within the Speech Analytics filter.
The external file must be either a .csv file or a text file.
The values in an external file must be separated by a carriage return (Enter).
You can also enter a space before and after each value.
Filtering with multiple metadata values enables you to define a filter for a list of
String or Integer fields. You can filter all contacts where the associated

66
Filtering
metadata value matches one of the values supplied in the list of String or
Integer values.
A filter field can contain up to three external data files.

The name of an external data file external data file is subject to Windows naming
conventions.
Wildcard characters cannot be used in an external data file.
You can upload an external data file or manually enter more than one value, for
each of the following parameters:
Dialed From (ANI)
Dialed To (DNIS)
Custom Data 1 to Custom Data 75
Extension
PBX ID
Switch Call ID
SID Key
Contact ID
You can perform recurring searches using the same filter. For more information, see
Working with Saved Searches on page 94.
You can check if search filters have been set and also preview the filters. For more
information, see Checking if Search Filters are Set on page 77.
Defining Search Filters

1
In the Speech Analytics home page, click the Set Filters button.
The Set Filter window displays the last filter set.
Define the parameters you want to use.
If you want to filter according to multiple metadata values:

i.
Create an external data file.

For information about uploading external files, see Filtering Guidelines on
page 66.
ii. Click the Upload button (

upload a file.
) next to the parameter for which you want to
iii. In the File List Upload, click Browse and locate the file containing the
multiple metadata values.
iv. In the File Label field, enter a name for the file you selected.
v. Click OK
Once the external data file is uploaded, the parameter field will include the
file label and the data and time at which you uploaded the file.

67
Filtering
If you want to manually enter one or more values, simply type the values in the
relevant field (separated by commas or semicolons).
For a detailed list of all the filter parameters, see the Filter List Parameters on
page 69.
3
Click OK.
The Results page appears displaying a list of contact segments matching the filters
you set.
For further details about results, see Understanding the Results Page on page 78.
All the charts are updated to display the number of contact segments that match the
filter that you defined.
For additional information, see:
Editing an Uploaded External Data File, page 68
Deleting an Uploaded External Data File, page 69
Setting Filters from the Results Page, page 69
Editing an Uploaded External Data File

1
Click Download (
external file.
Save the file in a location of your choice.
Edit the external file.
Click the Upload button (

file.
In the File List Upload, click Browse and locate the file containing the multiple
metadata values.
In the File Label field, enter a name for the file you selected.
Click OK.
NOTE
), next to the parameter for which you want to download the
) next to the parameter for which you want to upload a
An external file will not be updated in the filter if it is updated in the location it is
saved.

68
Filtering
Deleting an Uploaded External Data File

1
Click Delete (
file.
), next to the parameter for which you want to delete the external
Setting Filters from the Results Page

When you set filters from the Results page, Speech Analytics uses these filters to
present new search results based on the keywords you entered in your last query. In
some cases setting filters will refine the current search results. For example, let's say
you perform a query for the word login and you receive 200 results. Let's say you now
set a filter to define a date range. You should now receive less than 200 results. If you
were to now set another filter such as the agent who participated in the call you would
receive even fewer results. This is because the Speech Analytics application looks for the
contacts containing the word login that were recorded between a specific date range
and include the selected agent.
However, when using filters to set different date ranges, you may receive more results
with one date range than with another. For example, let's say you perform a query for
the word login and you then set filters from the Results page to retrieve contacts from
a specific date range. If you were to then set a different date range filter, the Speech
Analytics application will look for all contacts containing the word login that were
recorded during the new date range. This time you may receive more results than the
previous date range. From this example you can see that setting filters does not
necessarily limit the current results - instead it focuses the results on a specific contact
profile based on the keywords already defined.
To set filters from the Results page, click the Set Filters button, set your filters and click
OK. Click here to view a description of the available filters. Note that the Results page is
immediately updated to reflect the filters that you selected.
NOTE
The filters you set in the Results page remain selected whether you return to the
home page or if you continue searching from the Results page and can also be
saved for future use. See Working with Saved Searches on page 94.
Filter List Parameters

Search and Filters can be based on the following properties of contact segments:
Agent Data, page 70
Date Range, page 72
Contact Data, page 73
Speaker Separation Data, page 74
Advanced Data, page 75

69
Filtering
Agent Data
Groups
Description:
Use the Groups search criteria to search for calls made by all agents from the selected
group(s) or subgroups, including contacts made by inactive agents.
Parameter:
To search according to groups, select the group from the Available groups box, and
click the Add Selection button
to move the selected group to the Selected groups
list. You can only set filters for groups to which you were assigned, and their subgroups.
Note that you should never select a group from the Groups section and then select
agents who do not belong to this group from the Agents section. This is because the
Speech Analytics application first checks whether the agents belong to the selected
group before searching for the contacts, and if they do not, you will receive no results.
For this reason, you should either search for groups, or for agents, but there is no need
to select items from both the Groups and Agents sections.
Agents
Description:
Use the Agents search criteria to search for calls made by specific agents (rather than all
agents in a specific group).
To locate agents, select the group from the Available Groups area to which the agent
is assigned. If you are not sure which exact group the agent is assigned to, select a
group higher up in the tree. All agents that belong to this group, or to any groups that
reside below the selected group, will be displayed in the Available agents list.
Note that the Available Agents list can display up to 220 agents. If the agent you are
searching for does not appear in the list, you can search for the agent by entering all or
part of their name (proceeded or followed by a wildcard *) into the text search field
above the tree and clicking the Find button
. Your system will search for the agent
within the group or subgroup you selected in the Available groups area.
Parameter:
You can also use the search feature to search for agents within the list that is displayed.
Once you have located the agent(s) you want to search for, select them in the Available
agents list and click Add Selection button
to move the selected agents to the
Selected agents list. You can select up to 220 agents.
You can only set filters for agents associated with groups to which you were assigned,
and their subgroups.
Note that if you are interested in contacts made by specific agents, there is no need to
select the agents' group(s) from the Groups section.
If you select a group from the Groups section and then select agents from the Agents
section, your system will only select calls made by the selected agents if they are
assigned to the selected group(s) or their subgroups. For example, it looks for calls
made by the selected agent, provided the agents are assigned to the selected group.

70
Filtering
Therefore, when selecting agents whose calls you want to receive, there is no need to
also select groups.
In addition, you should never select a group from the Groups section to which the
agent does not belong. This is because the Speech Analytics application first checks
whether the agent belongs to the selected group before searching for the agents' calls,
and if the agent does not belong to the group, you will receive no results.
For this reason you should either search for groups or for agents, but there is no need to
select items from both the Groups and Agents sections.

71
Filtering
Date Range
From the last
Description:
When searching for contacts, select this option to display today's contacts plus contacts
from the last n days (where n is the number that you enter).
Parameter:
From the last X days, enter how many days back to retrieve contacts from the current
day (up to 999 days). The data that is retrieved always includes today's data, so
entering 1 retrieves contacts for today and yesterday, entering 2 retrieves contacts for
today and yesterday and the previous day, etc. The From the last field does not
support 0 option, and you cannot use it to search for today's contacts only.
The search retrieves all contacts of each entire previous day included in the query plus
today's contacts.
Contacts are retrieved according to their local start time. For example, according to the
agent's local time when the contact was recorded.
Between these dates of times
Description:
Define the dates and times of the contacts you are searching for.
Click the Calendar button
to select the from and to dates from a calendar.
Parameter:
This field is selected by default when performing keyword searches. By default, the date
range filters all available contacts in the Speech Analytics application from the last 90
days.
Note that contacts are retrieved according to their local start time, (for example,
according to the agent's local time when the contact was recorded). Therefore, if you
are on the West Coast of the US and the local time is 11 AM, and you are searching for
contacts that occurred between 7 AM and 11 AM, you will not receive contacts from the
East Coast that occurred in the last three hours as the local time there is 2 PM, however,
you will receive calls that occurred between 7 AM and 11 AM East Coast local time.
All Dates
Description:
Select to show all the contacts.
Parameter:
When this option is selected, your search results can contain all the contacts in the
Speech Analytics index.
Time of day
Description:

72
Filtering
Select a specific time range from the list or leave the Any option to look for contacts that
were recorded throughout the day.
Parameter:
The definition of each of the options, Morning, Noon, Afternoon, Evening or Night, is
defined in the Enterprise Manager.
Contact Data
The Contact Data area of the filter page enables you to create filters based on basic
contact properties.
Name:
Description
Duration
Enter the minimum and/or maximum contact duration in the

seconds:miliseconds format. The minimum and maximum field
can contain only numeric characters.
Dialed from (ANI)
Enter the Dialed from (ANI) number for which you want to
search. The value can contain up to 15 alphanumeric
characters.
The Dialed from (ANI) field can contain one or more values, by
either manually entering the values (separated by a comma or
semicolon) or by uploading a file containing the required
metadata values.
Dialed to (DNIS)
Enter the dialed to (DNIS) number for which you want to

search. The value can contain up to 15 alphanumeric
characters.
The Dialed to (DNIS) field can contain one or more values, by
metadata values.
Incoming to search for inbound contacts
Direction
Outgoing to search for outbound contacts

Internal to search for contacts performed within the contact
center
Unknown to search for contacts for which the system cannot
determine the contact direction.
<Any> to search for any of the above contact directions.

73
Filtering
Name:
Description
Data Set
The Data Set field is displayed only if your system supports

Custom Data sets.
The field is a drop-down list displaying existing custom data
sets. Select a value from the list to view custom data fields
that are relevant for the set. The fields appear in the order
that have been defined for this set in the CD Manager.
Note that you can view only those fields that have been
assigned to you in the Assignment Manager application.
The default value in the Data Set field is either the first set in
the list, or the one which is most appropriate for the current
search.
Custom Data Fields
The fields that appear are those that were assigned to you in
the Assignment Manager application. Each contact can contain
up to 30 contact data fields. If you try to select more than 30,
an error message will appear.
If the contact custom data field is a text box, enter the value
for which you wish to search. You can enter up to 1024
characters. You can filter according to a word in a data field by
using the * wildcard. For example, entering Sal* will retrieve
both the words Sale and Sales.
NOTE: Custom data fields are not case-sensitive.
If the From and To fields appear, enter a range of numbers.
If a list box appears, select a value from the list. The values
that appear in the list are those that were assigned to you in
the Assignment Manager application. However, if you were
also assigned the right to Search for any value, you can use
the Any option to search for calls belonging to all five lines of
business.
If the <All> option appears, select it to search for all the
values that appear in the list.
If the <Any> option appears in the list, select to search for all
contacts, regardless of their custom data, including those
custom data fields that were not assigned to you and thus do
not appear in the list.
The Custom Data field can contain one or more values, by
metadata values.
NOTE
For a detailed description of each of these properties, see Understanding Contact

Details on page 86.
Speaker Separation Data

The Speaker Separation Data area of the filter page is displayed only if Speaker
Separation has been enabled in your system. This area enables you to create filters

74
Filtering
based on data that is available only for those contact segments recorded with Speaker
Separation.
NOTE
These tables describes how to use these properties for filtering. For a detailed
description of each of these properties, see Understanding Contact Details on
page 86.
Name:
Description
Agent Talk-Time
Percentage
Enter the minimum and/or maximum percentage of the agent

talk time in a contact segment to search for. Use integer
values in the range from 0 to 100.
Customer Talk-Time
Percentage
Enter the minimum and/or maximum percentage of customer

talk-time in a contact segment to search for. Use integer
values in the range from 0 to 100.
Talk-over Time
Percentage
Enter the minimum and/or maximum percentage of talk-over

time in a contact segment to search for. Use integer values in
the range from 0 to 100.
Number of Agent
Initiated Talk-overs
Enter the minimum and/or maximum number of times the

agent interrupts the customer during the same contact
segment.
Number of Customer
Initiated Talk-overs
Enter the minimum and/or maximum number of times the

customer interrupts the agent during the same contact
segment.
Advanced Data
The Advanced area of the filter page enables you to create filters based on Enhanced
Filters.
Name:
Description
Exception
In the Exception field, select:

<Any> to search for any contact segments, regardless of
their belonging to exceptional contacts
Only Exception Contacts to search for segments that belong
to contacts that qualify as exceptions
Non-exception Contacts to search for segments that did not
belong to contacts that qualify as exceptions.
Enter the Contact ID(s) for which you want to search.
Contact ID
The Contact ID field can contain one or more values, by either

manually entering the values (separated by a comma or
Contact ID values.

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Filtering
Name:
Description
Extension
Enter the extension(s) for which you want to search.

The Extension field can contain one or more values, by either
metadata values.
Enter the PBX ID(s) for which you want to search. If the
switch/CTI Server does not provide PBX ID, enter the login
name in this field.
PBX ID
You can search for a PBX ID using the * wildcard. For example,
entering 22* will retrieve contacts with both agent 2244 and
agent 2255.
The PBX ID can contain up to 1024 alphanumeric characters.
The PBX ID field can contain one or more values, by either
metadata values.
Number of Holds
Enter the number of holds for which to perform the search.
Number of Transfers
Enter the number of transfers for which to perform the search.
Number of Conferences
Enter the number of conferences for which to perform the

search.
Total Hold Time
Enter the minimum and/or maximum time in seconds or

seconds and miliseconds the customer was put on hold in the
following format seconds:miliseconds.
Wrap-up Time
Enter the minimum and/or maximum time in seconds or

seconds and miliseconds that the agent took to wrap up the
call, in the following format seconds:miliseconds.
Switch
Select the switch to which the agent logs in.
Switch Call ID
The Switch Call ID field can contain up to 1024 alphanumeric

characters. You can search for a word in a data field by using
the * wildcard. For example, entering Sal* will retrieve both
the words Sale and Sales. Note that the wildcard search is
case-sensitive. If you enter S*, the search will retrieve words
that begin with a capital S.
The Switch Call ID field can contain one or more values, by
metadata values.

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Filtering
Name:
Description
SID Key
The SID Key field can contain one or more SID Keys, by either
metadata values.
Silence Time
Percentage
Enter the minimum and/or maximum percentage of silence

time in a contact segment to search for. Use integer values in
the range from 0 to 100.
NOTE
For a detailed description of each of these properties, see Understanding Contact

Details on page 86.
Checking if Search Filters are Set

If a filter is set, the bar above the home page and Results page includes a Filter icon
.
Hover your mouse over the Filter icon above the home page or Results page to view
the filters in a tooltip.
In the Results page, you can also use the History bar to check if any filters have been
set. If any filters have been set, the History bar includes the Filters set entry.
Hover your mouse over Filters set entry in the History bar of the Results page.
TIP
To be able to edit the filter, click the Set Filters button. For more information, see
Defining Search Filters on page 67.

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Understanding Search Results

The Results page displays a list of segments that meet your search criteria. The charts in
the lower area of the page are updated to include only those segments that belong to
the current result set.
This section outlines the information required for understanding Search Results, by
Understanding the Results Page, page 78
Understanding the Results List, page 80
Viewing Collapsed Details, page 82
Viewing Query Results Metrics, page 83
Working with Contact Details, page 85
Understanding the Results Page

The following is an example of the Speech Analytics Results page.

78
Results Page Legend:
Click the Home link to display the home page in the Contact Analysis tab.
The Help button in the top right corner of the application window allows you to
access the application's online help at any time.
The toolbar at the top of the Results page displays buttons for paging through the
results of your search.
Click the Query Result Metrics button to display query result metrics for contact
segments retrieved in the Results page. See Viewing Query Results Metrics on
page 83.
The Search field allows you to perform searches by keywords or phrases, while
using such guided search options as autocompletion and context-based
suggestions. From the Results page, you can start a new search or continue
searching within found results. For more information, see Searching in Speech
Analytics on page 42.
The History bar enables you to track your latest search operations and to access
search results associated with your previous search criteria. See Using your Search
History on page 97 to learn more about using and understanding the History bar of
the Results page.
The banner above the list provides a summary of the results displayed on the page.
You can view the number of retrieved contact segments and their percentage out of
the total number of contacts. If search filters have been set, this area allows you to
preview the filters. For details, see Checking if Search Filters are Set on page 77.
The banner above the results list provides a page navigation. The page navigation
contains two buttons that enable you to jump to the next or previous search results
page.
In addition, if a filter has been applied, the page navigation contains a filter icon.
Moving your mouse over the filter icon displays information about the applied filter.
The following image, shows both the page navigation controls and the filter icon.
The contact list displays a detailed list of contacts that were retrieved according to
your search criteria and enables you to playback the retrieved contacts. For a
description of each of the columns in the list, see Understanding the Results List
on page 80.
By default, the bottom of the page displays charts of retrieved contacts. See Using
Charts on page 98 to learn more about charts and ways of working with them.
If you choose to playback a contact, the charts are replaced with the Speech
Analytics player, through which you can control the contact playback. For more
details, see Understanding the Speech Analytics Player on page 121.
If a chart does not appear, see Troubleshooting on page 147.

79
If your search results produced more than 10,000 results, see Troubleshooting on
page 147 to learn how to view them.
When you select a contact for playback, the charts at the bottom of the Results page are
replaced by the playback area. see Understanding the Speech Analytics Player on
page 121 for a description of this area.
Alternatively, contacts can be played back in your default Quality Monitoring application.
For more details on this type of playback, see Opening a Contact on page 126.
From the Results page, continue working in one of the following ways:
Understanding the Results List, page 80
Playing Back Contacts in Speech Analytics, page 120
Starting a New Search, page 118
Searching within Found Results, page 92
Understanding the Results List

When looking at the Results list, note the following:
The Results list will only display contacts associated with groups (and their
subgroups) that were assigned to you in the Assignment Manager.
The Results list will only display contacts associated with Contact Data and
Conditional Contact Data values that were assigned to you in the Assignment
Manager.
The Results List is made up of the following parameters:
No., page 81
Checkbox, page 81
Rank, page 81
Play this Contact, page 81
Keywords Found, page 82
Agent, page 82
Local Start Time, page 82
Screen Exists, page 82
Duration, page 82
Contact Details, page 82

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No.
No. is a sequential list. The contacts with the highest relevance to the search performed,
appear at the top of the list. For additional details, see Rank on page 81.
Checkbox
Select the checkbox to mark the contact segments that you want to include in the
contact data report. For more details, see Checkbox on page 81.
Rank
Ranking is the process by which a contact segment is given an overall score in a search.
The rank is composed of different factors, including a system confidence and frequency
factor, otherwise known as Inverse Document Frequency (IDF). By default, in singleterm queries, the IDF factor is not included in the calculation. For more details on IDF
and when this weight is used in searches, see Ranking and Document Relevancy,
page 142.
Rank in Keyword Searches
In keyword searches, each contact segment is ranked according to the keywords and
phrases it contains. A maximum of five stars or a minimum of two stars appears in the
Rank column when searching by keywords, with five stars given to the highest ranking
contacts. The returned contact segment list is displayed in descending order, with the
highest ranking contact segments appearing at the top of the list.
Defining the Rank Threshold of a Category on page 196Rank in Filtered Searches
and in Searches for All Contact Segments
When you performed a search with a filter only, or when searched for all contact
segments in the online database (by clicking Find in the home page), all results are
displayed with 5 stars, in chronological order with the newest contact at the top of the
list.
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.
Play this Contact

Play this Contact enables you to launch the segment playback. For more details, see
Playing Back Contacts in Speech Analytics on page 120.
When you start the playback, the Play this contact button turns into a Close the
player button, and the Speech Analytics Player appears at the bottom of the Results
page, replacing the charts.
You can click the Close the player button to close the player and to display the charts
again.

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Keywords Found
Keywords Found displays the keyword(s) (from the keyword search) that were found in
the contact and the number of times that they appeared.
If the contact contains multiple keywords and their list is too long to fit one line, the list
appears collapsed. For details on viewing the entire list, see Viewing Collapsed Details
on page 82.
Agent
Agent represents the name of the contact's agent, if known; otherwise, Unknown
appears.
Local Start Time

Local Start Time represents the contact's local start time. For example, the agent's local
time at the time of recording.
Screen Exists
The Screen Exists icon appears in this column if a screen file was recorded for this
contact. This icon will appear even if the screen file has already been deleted from the
system.
Duration
Duration represents the length of the contact.
Contact Details
Clicking the View contact details icon
displays the contact details. See Viewing
Contact Details on page 85 for more information
Viewing Collapsed Details

Results of various operations in the Speech Analytics application are presented as
detailed tables, with one line per each entry.
If the display of the details requires more than the available one line in that table grid,
these details appear collapsed, with a plus sign (+) at the beginning and an ellipsis (...)
at the end of the cell.
You can see examples of collapsed details in the following locations:
In the Results page:

82
In the Keywords Found column when multiple keywords have been found for a
contact.
The following is an example of a collapsed list in the Keywords Found column in the
Results page.
You can view the entire content of the collapsed cell in the tooltip or by expanding the
list.
To view the tooltip, place the mouse pointer over the ellipsis sign (...) at the end of the
cell.
The tooltip disappears as soon as you move the mouse pointer from the ellipsis sign (...)
at the end of the cell.
1
Click the plus sign (+) to expand the cell. The plus sign (+) changes to minus (-),
and the row's height is adjusted to display the entire content of the cell.
To collapse the cell, click the minus sign (-).
Viewing Query Results Metrics

You can view query result metrics of any result set displayed.
In the Speech Application window, click the Query Result Metrics button
.A
new window opens on top of the page, displaying the metrics of the current result
set.
When you open the application and work in the Trend Analysis tab or in the Contact
Analysis tab without performing any searches, query result metrics refer to all
transcribed segments.
When you are working in the home page, query result metrics refer to all
transcribed segments, or, if any filters have been defined, to the results that match
the filter.
If the Results page is displayed or you return to the Trend Analysis tab after
performing a search, the metrics refer to the result set in the Results page.
The following is an example of query result metrics.

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The query result metrics include:
Average Silence-Time Percentage
Average Number of Holds
Average Number of Transfers
Average Duration
Average Total Hold Time
If Speaker Separation for Speech Analytics has been enabled, an additional set of data
(Speaker Separation metrics) is provided. These details include:
Average Agent Talk-Time Percentage
Average Customer Talk-Time Percentage
Average Talk-Over-Time Percentage
In systems that work in mixed mode and contain speaker-separated segments, as well
as segments recorded without Speaker Separation, search results may include both
types of segments. Speaker Separation data metrics for such results are calculated only
on speaker-separated segments. In this case, an asterisk is displayed next to each of
the Speaker Separation data metrics. Hover your mouse over the data to view a tooltip
with an explanation on its calculation.
See Speaker Separation on page 14 for more information on using Speaker Separation
in Speech Analytics.
See Understanding Contact Details on page 86 for a detailed explanation of each of
the query result metrics.
Query Result Metrics in Charts and Reports

You can also view each of the query result metrics in a dedicated chart. For example, to
view the average number of holds, display the Number of Holds chart. The average
number of holds is displayed in the top right corner of the chart. For details on working
with charts, see Using Charts on page 98.
Query result metrics are also included in the header of contact data and chart reports.
For more details, see on page 131 and Creating Chart Reports on page 128.

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Working with Contact Details

From the Results page, you can view details of any contact segment retrieved.
This section outlines the information required for understanding Contact Details, by
Viewing Contact Details, page 85
Understanding Contact Details, page 86
Viewing Contact Details

1
In the search results list in the Results page, locate the segment.
Click the View contact details icon

window on top of the Results page.
. Contact details are displayed in a separate
Contact details include various characteristics that were obtained for a contact and its
segments at the time of recording (Contact ID, ANI, DNIS, direction, duration and more)
or automatically assigned according to their properties (for example, conditional custom
data fields, whether the contact is exception and more).
If Speaker Separation for Speech Analytics has been enabled and the segment was
recorded with Speaker Separation, an additional set of data - Speaker Separation
Contact Details - are provided for the segment as well. Use the scroll bar to the right of
the Contact Details window to view these details.

85
Speaker Separation contact details include:
Number of Agent-Initiated Talk-Overs
Number of Customer-Initiated Talk-Overs
Total Agent Talk-Time
Total Customer Talk-Time
Total Talk-Over-Time
For Total Agent Talk-Time, Total Customer Talk-Time, Total Talk-Over-Time the
percentage value is provided as well. For example, if the Total Agent Talk-Time is 6:19
(45%), then the agent was talking for 6 min 19 sec, which constitutes 45% of the total
contact segment duration.
For more information on using Speaker Separation in Speech Analytics, see Speaker
Separation on page 14.
See Understanding Contact Details on page 86 for a detailed explanation of each of
the contact details.
Understanding Contact Details

Contact details with which you work in Speech Analytics can belong either to contacts or
to contact segments. A contact is a recorded interaction between a customer and the
contact center, while a segment represents an interaction between an agent and a
customer. A contact can be composed of one or more segments, depending on the
number of agents the customer spoke to. For example, if a customer speaks to one
agent only, the contact will contain one segment. However, if a customer was
transferred from one agent to another, the contact will contain two segments.
While working in the Speech Analytics application, you can view details of any single
segment and display query result metrics for the entire set of retrieved segments. If
Speaker Separation has been enabled, an additional set of data - Speaker Separation
metrics - are provided both for single segments and for search results.

86
Details of any contact segments can be exported to the Excel report. Contact details also
serve as filters for contact searches. To learn more about the various operations related
to using contact details, refer to the following topics:
Viewing Contact Details, page 85
Viewing Query Results Metrics, page 83
Creating Contact Data Reports, page 132 and Creating Chart Reports, page 128
The following table describes all available contact and segment characteristics which you
can view and use in the Speech Analytics application. An additional Query Result Metrics
table describes query result metrics which are the average values of specific contact and
segment properties calculated for a given set of search results.
Contact and Segmentation Details

Contact Details
Description
Agent Talk-Time
Percentage
Segment property.
ANI
One of the Speaker Separation contact details that shows the percentage of time the
agent was talking during a segment. In contact details, this parameter is displayed in
parenthesis next to the total agent talk time.
Segment property.
The Automatic number identification (ANI) or Caller ID associated with the first
recorded segment of a call. ANI is derived from CTI and is specific to the switch and
call scenario.
Notes:
The ANI may not match the ANI of the initial call into the call center. ANI is derived
from the first recorded segment of the call. For example if a first recorded segment
starts on a consult, then the consultation calls, ANI will be considered the ANI value
for the segment. Other examples where the ANI may not match the ANI of the initial
call into the call center are call park or automatic transfers.
Some CTI integrations (such as Cisco JTAPI), do not provide a specific ANI field. In
these cases calling/called party information is used as a best alternative.
Some CTI integrations provide pre-routed/translated ANI values or otherwise
present manipulated ANI values. The manipulated ANI value is used if that is all that
is available.
Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI
information and these are used explicitly, with no additional logic applied.
Each segments ANI value is stored separately within the segment, and ANI values
are not overwritten with values from previous segments. Acquisition Recording 11.0
SP1 and prior solutions overwrite all contact segments ANI with the first segments
ANI.

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Contact Details
Custom Data
Description
Segment property.
The actual captions of custom data fields are customer-configurable and can appear
with any label (for example Account Number, Transaction, Site, Line of Business etc.)
Some of these fields may be Conditional Custom Data fields, which contain
predefined values that are based on customized rules defined by the system
administrator.
Example: The system administrator can define a Conditional Custom Data field
called Line of Business. There may also be a rule whereby the Line of Business that is
displayed is dependent on the DNIS that is dialed by the customer.
These predefined values are also assigned to you in the Assignment Manager, in
addition to the conditional contact data field itself.
Customer Talk-Time
Percentage
Data Set
Segment property.
One of the Speaker Separation contact details that shows the percentage of time the
customer was talking during a segment. In contact details, this parameter is
displayed in parenthesis next to the Total Customer Talk Time.
Segment property.
The Data Set field is displayed only if your system supports Custom Data sets.
Dialed from (ANI)
See ANI above.
Dialed to (DNIS)
See DNIS below.
Direction
Contact property.
The contact direction can be one of the following:
Incoming - for inbound contacts
Outgoing - for outbound contacts
Internal - for contacts performed within the contact center
Unknown - for contacts for which the system cannot determine the contact
direction.

88
Contact Details
DNIS
Description
Segment property.
The the dialed number identification service (DNIS) associated to the first
recorded segment of a call. DNIS identifies the number that the caller
dialed, useful in call centers to which calls to multiple numbers may be
directed.
Notes:
The DNIS may not match the DNIS of the initial call into the call center. DNIS is
derived from the first recorded segment of the call. For example if a first recorded
segment starts on a consult, then the consultation calls, DNIS will be considered
the DNIS value for the segment. Other examples where the DNIS may not match
the DNIS of the initial call into the call center are call park or automatic transfers.
Some CTI integrations (such as Cisco JTAPI), do not provide a specific DNIS field. In
these cases calling/called party information is used as a best alternative.
Some CTI integrations provide pre-routed/translated DNIS values or otherwise
present manipulated DNIS values. The manipulated DNIS value is used if that is all
that is available.
Some CTI integrations (such as Genesys and Cisco ICM) provide explicit DNIS
information and these are used explicitly, with no additional logic applied.
Each segments DNIS value is stored separately within the segment, and DNIS
values are not overwritten with values from previous segments. Acquisition
Recording 11.0 SP1 and prior solutions overwrite all contact segments DNIS with
the first segments DNIS.
Duration
Segment property.
The duration of a segment based on the start and stop time from CTI, as determined
by the Recorder Integration Service. For example, if the start time is 13:21:00, and
the end time is 13:22:10, the duration is 1 minute and 10 seconds.
Notes:
The CTI duration is the time from connected or off-hook (whichever is first to
disconnect), on-hook or end of (whichever is later).
Exception
Contact property.
Displays TRUE is the segment belonging to a contact that has been qualified as an
exception and FALSE otherwise.
Contacts are automatically qualified as exceptions if they meet conditions defined in
the Acquisition Director.
Contact ID
Contact property.
A unique number assigned to the contact in the system. If the contact is made up of
multiple interactions, each interaction has the same Contact ID. Contact ID is given
by the CTI Link subsystem, and is used in most configurations to gather interactions
of the same contact for playback and reporting.
One Contact Id can contain up to 19 numeric digits.
Value can be any number between -2^63 (-9,223,372,036,854,775,808) and 2^631 (9,223,372,036,854,775,807)
Extension
Segment property.
The extension of the agent who handled the contact.

89
Contact Details
Description
Number of Agent Initiated Talk-Overs
Segment property.
Number of
Conferences
Contact property.
Number of Customer
Initiated Talk-Overs
Segment property.
Number of Holds
Contact property.
One of the Speaker Separation contact details that shows the number of times the
agent interrupted the customer during a segment.
The number of times during the contact when more than two participants were
connected to the contact.
One of the Speaker Separation contact details that shows the number of times the
customer interrupted the agent during a segment.
The number of times the customer was put on hold during a contact.
Number of Transfers
Contact property.
The number of times the customer was transferred from one agent to another during
a contact.
Transfers to outside parties (transfer to a party outside the PBX boundaries) are not
counted as transfers by the CTI Link application.
PBX ID
Segment property.
The ID of the agent who participated in this segment of the contact. This will either
be the ID the agent uses to log into the switch, or the agent's PC login name.
Silence Time
Percentage
Segment property.
Switch
Segment property.
Shows the percentage of time when neither customer nor agent were talking during
a segment. In contact details, this parameter is displayed in parenthesis next to the
Total Silence-Time.
The switch to which the agent logs in.
Switch Call ID
Segment property.
A unique call identifier for the segment. This value is typically received through CTI
or from signaling.
Notes:
The database field that holds this value is 16 characters, therefore it is possible that
the value stored will be a truncated version of the original identifier.
Only call identifiers that are received for the recorded segments of the call are
available for tagging with the recording. If the Switch Call ID changes as the call is
routed through the customers telephony network, Verint can tag only the first or last
one associated to the segments of the call that are recorded.
Some integrations do not have a proper call ID, in which case one is generated by
the Recorder Integration Service.
Talk-Over Time
Percentage
Segment property.
One of the Speaker Separation contact data that shows the percentage of time when
the customer and the agent were talking simultaneously during a segment. In
contact details, this parameter is displayed in parenthesis next to the Total TalkOver-Time.

90
Contact Details
Total Agent Talk-Time
Description
Segment property.
One of the Speaker Separation contact details that shows the amount of time when
the agent only was talking during the segment. In contact details, you can also see
Agent-Talk Time Percentage.
Total Customer TalkTime
Segment property.
SID Key
Contact property.
Total hold time
One of the Speaker Separation contact data that shows the amount of time when the
customer only was talking during the segment. In contact details, you can also see
the Customer Talk Time Percentage.
Contact property.
The amount of time in seconds and miliseconds, the customer spent on hold during a
contact.
Total Silence Time
Segment property.
Shows the amount of time when neither customer nor agent were talking during the
segment. In contact details, you can also see the Silence Time Percentage.
Total Talk-Over-Time
Segment property.
One of the Speaker Separation data metrics that shows the amount of time when the
customer and the agent were talking simultaneously during a contact segment. In
contact details, you can also see the Talk-Over-Time Percentage.
Wrap up time
Segment property.
The time elapsed between the end of the current contact segment and the beginning
of the next contact segment.
Contact Details
Description
Average Agent Talk

Time Percentage
Segment property.
Average Customer
Talk Time Percentage
Segment property.
Average Duration
Segment property.
One of the Speaker Separation data metrics that shows the average percentage of
time the agent was talking during a contact segment, within the retrieved contact
segments.
time the customer was talking in during a contact segment, within the retrieved
contact segments.
One of the query result metrics that shows the average duration of a segment,
within the retrieved contact segments.

91
Contact Details
Description
Average Number of
Holds
Contact property.
Average Number of
Transfers
Contact property.
Average Silence Time

Percentage
Segment property.
Searching within Found Results
One of the query result metrics that shows the average number of holds for contacts
to which the retrieved contact segments belong.
One of the query result metrics that shows the average number of transfers for
contacts to which the retrieved contact segments belong.
Shows the average percentage of silence during a contact segment, within the
retrieved contact segments.
Average Talk-Over
Time Percentage
Segment property.
Average Total Hold

Time
Contact property.
time when the agent and the customer were talking at the same time during a
contact segment, within the retrieved contact segments.
One of the query result metrics that shows the average of the total amount of time
the customer spent on hold during a contact, for contacts to which the retrieved
contact segments belong.
Searching within Found Results

With the Results page displayed, you can further refine your current search by searching
within the results. You can search for more terms, set filters, and also combine different
search methods to get to better results. See Refining Search Results through Different
Search Methods on page 93 for some examples of searches that involve different
search methods.
At any stage of your search, you can consult the History bar to reminded of your search
flow and to better understand the search results. You can also use the History bar to
return to any previous results of your current search. See Using your Search History
on page 97 for more information.
To perform a search within results:
1
With the Results page displayed, search for contacts using any of the available
search methods:
When performing a keyword search, click the Find Within Results button.
Otherwise, if you click the New Find button, a new search will be performed.
See Searching by Keywords or Phrases on page 43.

92
If you do not change filters, the search will be performed using previously
defined filters if there were any. See Defining Search Filters on page 67.
TIP
Refining Search Results through Different Search Methods
Check if search filters have been set. See Checking if Search Filters are Set on
page 77.
The search is performed within the results that were found in the previous search,
and new results are displayed.
NOTE
In contrast to the behavior of single-term queries, as described in Searching by

Keywords or Phrases on page 43, where the system does not use IDF to calculate
search results, when refining a search for a single term by using Find Within, the
system does use IDF to calculate the results. This is because a refined search is
handled like a multiple-term search, and all multiple-term searches include the IDF
weighting when calculating search results. For more information on this
functionality, see Ranking and Document Relevancy, page 142.
Refining Search Results through Different

Search Methods
To get the best search results, you can combine different search methods. The following
are some examples of such combinations.
If you want to retrieve all contact segments related to a particular problem that
occurred in the last few days, you can refine your keyword search by defining a filter
that includes the number of days back you are searching for, or a date range.
Perform your search as follows:
1
Set the time range filter.
Perform a keyword search related to the problem within found results.
The search results will include only those contact segments that occurred within the
specified date range and that contained the keywords you searched for.
NOTE
If you enter keywords into the Search field in the home page (without clicking the
Find button) and then set filters from the home page, the Results page displays
the search results according to the filters you set, and not according to the
keyword(s) you entered. However, the keyword(s) you entered are displayed in
the Search field in the Results page, and you can now click Find within results
to perform a search with both the keywords and the filters that you set.

93
Working with Saved Searches

Saving searches can be convenient if you have to perform reoccurring search queries for
the same search criteria and do not want to have to define the criteria manually each
time you want to perform the search.
Saving a search query using a date range, such as From the last 7 days, can provide
you with a handy tool for searching specific criteria in a relative date range. For
example, if you want to perform a weekly search for customer complaint calls from the
last week, you can save search criteria that contains the relevant keywords and a sevenday date range.
Saved searches can include both keywords and filters and are performed from the
Results page.
There are two types of saved searches:
Private Search: Can only be used, deleted and/or renamed by the user who
created it.
Public Search: Can be used by all users within the same Speech Analytics
instance. It is visible within the users list of available saved searches.
A public search can only be renamed and deleted by the user that created it and by
a user with Speech Analytics and Assignment Manager permissions. By default, the
Administration Group is created with these permissions.
You can have a maximum of 100 Public searches.
When working with Saved Searches you can:
Accessing Saved Searches, page 94
Saving a Search, page 95
Renaming a Saved Search, page 96
Changing a Private Saved Search to a Public Saved Search, page 96
Deleting a Saved Search, page 97
Accessing Saved Searches

Once you've saved your search criteria, you can access your searches from the My
Searches area in the Speech Analytics home page.
When you access a saved search, the search is automatically performed using the
predefined search criteria you saved.
Even if your saved search already includes filters, you can use additional filters in
combination with a saved search to further refine your results. For more information on
Filters see Defining Search Filters on page 67.
NOTE
If you return to the home page after using a saved search containing filters, the
filters will be set. Use the Reset Filters button if you do not want to use these
filters.

94
To access a saved search:

1
From the Speech Analytics home page, in the My Searches area, click the name of
the search you want to view.
The system performs the search and returns a Results List, based on your selection.
NOTE
A Private search is represented by the icon:

represented by the icon:
.
and a Public search is
For more information on pubic and private searches, see Working with Saved
Searches on page 94.
In some cases, your saved search may become inaccessible. This can occur if:
Your visibility settings have changed and you are no longer authorized to view some
data that was included in the search.
Your system administrator changed your public saved search. Once your public search is
changed by your system administrator, you are no longer the owner of that specific
search.
Saving a Search
Searches are saved per user. This means that only you or the system administrator can
create and delete the searches.
To save a search:
1
Once you are satisfied with the search results you have received, click Save Search
in the Results page.
The Save Searches dialog box appears.
In the Enter a name for your saved search field, type a name for the search. The
name can consist of up to 30 alphanumeric characters, excluding the following
symbols: quotation marks ("), apostrophes ('), periods (.), semicolons (;), colons
(:), backslash (\), and arrow heads (< >).
To make the search available for all users, select the Public Saved Search
checkbox.
To make the search only available to you, do not select this checkbox.

95
Click OK.
The saved search is added to the My Searches folder in the Speech Analytics
application home page.
NOTE
You cannot edit or override a saved search. To change the search criteria
of a saved search:
1
2
3
4
5
Execute the search using the saved search.

Make the relevant changes to the search criteria.
Save the search under a new name.
Delete the original saved search.
Once deleted, you can rename the new saved search the same name
as the deleted one.
To rename a saved search, see Renaming a Saved Search on page 96.
Renaming a Saved Search

1
In the Speech Analytics application home page, click Manage My Searches.

The Manage My Searches window appears.
Click the Rename icon (
) associated with the search you want to rename.
The Rename Saved Search window appears.

3
Enter the new name and click OK.
Click Close to return to the home page.
Changing a Private Saved Search to a Public Saved Search

In order for a search to be available to all users it must be a Public Saved Search.
To change a Private Saved Search to a Public Saved Search:
1

The Manage My Searches window appears.
Click the Private Saved Search icon (

would like to make public.
) associated with the search that you
Once you click the Private Saved Search icon, it turns the search into a Public Saved
Search, and the icon changes into the Public Saved Search icon (
).
To toggle between the Public Saved Search and the Private Saved Search, click the
Public Saved Search icon.
NOTE
The user who created the Public Saved Search or a user with Speech Analytics and
Assignment Manager permissions are the only users with the permissions to
change a Public Saved Search into a Private Saved Search.

96
Using your Search History
Deleting a Saved Search

1
Click the Delete icon associated with the Saved Search you want to delete.
The Confirm dialog box appears with the following question:
Are you sure you want to delete this saved search?
Click Yes to confirm.
Click Close to return to the home page.
Using your Search History

The Speech Analytics application keeps track of your activities during the search and
shows them on the History bar of the Result page. Each entry on the bar displays your
previous search criteria and the number of found results. This information clearly
represents your search flow and helps you better understand the results displayed. For
more information, see History Bar Items on page 98.
The following is an example of the History bar.
As you can see in the example, the following search activities took place:
1
First all contact segments (a total of 10516) were retrieved by clicking the Find
button in the home page, without any keywords entered.
After that, a search for the thank you phrase within these results was performed
and brought 1550 contact segments.
The last search operation was filtering, which reduced the number of results to 65.
Each entry on the History bar also serves as a link that allows you to return to previous
results in your search.
To return to the previous search results:
On the History bar of the Result page, click the required entry. Once you clicked a
previous search item, the History bar does not longer display subsequent searches.
The search history is cleared as soon as you return to the Speech Analytics home page
or start a new search by clicking the New Find button.

97
Using Charts
History Bar Items

The following table describes all the items that can appear on the History bar.
Item
Description
Comment
Keyword(s)
The keywords you entered as your

search criteria.
Filters Set
This item appears when you set filters

from the Results page.
Filters Cleared
This item appears when you reset

filters from the Results page.
All contacts
This item appears when you set filters

from the home page (followed by
Filters Changed), and when you click
Find in the home page without first
entering keywords.
Clicking on this item will display a list

of all available contacts.
Saved search name
This item appears when you select a

saved search.
To see any filters that were set as part

of the saved search, move your
mouse over Filter icon
above the
results list.
Selected filter, (for

example, Date 4 April 08)
The selected filter appears when a

chart column has been selected.
Move your mouse over the Filters

Changed text to view the filters you
set.
Using Charts
Charts show statistical information about all transcribed contacts or the specific subset
of contacts you have retrieved from the Results page. The charts help you identify
trends in your contacts, for example, that a certain problem seems to happen during the
evening shift, or that words indicating dissatisfaction are highly correlated with your
technical support center.
Two bar charts covering a range of contact-related are displayed at the bottom of the
Speech Analytics home page and in the Results page. By default, the home page
displays three charts: Agent, Duration and Date, and the Results page displays the
Duration and Date charts.
You can use the Show Legend icon
to show each column's title in a legend at the
side of the chart rather than beneath the chart.
This topic discusses:
Viewing the Number of Contact Segments in Charts, page 99
Viewing Percentage Values in Charts, page 99
Drilling-down into Charts, page 101
Chart Descriptions, page 101

98
Using Charts
If a chart does not appear, refer to Troubleshooting on page 147.
Viewing the Number of Contact Segments in Charts

Before a search or filtering has been performed, the values displayed in the charts
represent the total number of transcribed contact segments. Once a search query has
been performed, the chart shows the number of segments that match the query.
For example, before a query has been performed, in the Date chart you may see that
there are a total 20 transcribed contacts in the Speech Analytics application from the 7th
of June. If you then perform a query for the word login and then look at the Date chart
in the Results page, you may see that 10 results were found from the 7th of June. This
means that out of the 20 contact segments recorded on the 7th of June, 10 of the
segments contained the word login.
In any chart, you can view the number of contact segments in each bar.
To view the number of contact segments in each bar:
Hover your mouse over the bar in the chart. The number of segments is displayed in
a tooltip.
The following is a tooltip example on the Duration chart in the home page, without
any queries performed. The tooltip shows that the total number of short contact
segments is 147.
Viewing Percentage Values in Charts

When viewing results in the Results page after performing a query, you can toggle the
chart display between numeric or percentage values. Both values are calculated and
displayed per each bar in the chart. While the numeric value represents the number of
segments in the bar, the percentage value shows the percent of these segments out of
the total number of segments available for that bar.

99
Using Charts
The percentage is calculated by dividing the numeric value of the bar displayed in the
charts after performing a search with the total number of contacts available for the bar,
irrespective of the query that was performed. For example, if there are a total of 20
contacts in the Speech Analytics application from the 7th of June, 10 of which match the
search, the percentage displayed in the date chart for the 7th of June will be 50% (10/
20). For example, the value 10 in the Date chart represents 50% of all contacts
recorded on the 7th of June.
NOTE
When you select a filter without entering keywords, the percentage value is not
calculated as the value in the results charts already represents the total number of
contacts that match the filter, and thus the percentage will always be 100%. For
example, if there are 20 contacts from the 7th of June and you drill down on the
7th of June in the chart (or set it as a filter and click Find), the resulting chart will
also display 20 contacts.
If percentage values for a chart are available, the Show percentage of total icon
displayed to the left of the chart name.
is
To display the chart values as a percentage of total:

1
Click the Show percentage of total icon

percentage values for each bar.
. The chart reloads to display the
Hover your mouse over the bar to see the percentage of segment out of the total
number of segments.
The following is a tooltip example on the Duration chart in the Results page, after a
query was performed. The tooltip shows that short segments constitute 23.8% of
the total number of short contact segments (35 out of 147).

100
Using Charts
Drilling-down into Charts

You can click on any column in a chart to view a set of contacts that match the value
that you selected. If you select a group that contains subgroups (rather than agents),
the subgroups will be displayed. Clicking a subgroup will display its subgroups, until the
group you click contains agents, and then the agents will be displayed in the chart.
The Speech Analytics application behaves differently depending on the chart you select:
Clicking a bar in a chart (excluding the Keyword charts) sets the bar's value as a
filter. In this case, when performing a new keyword search from the Results page
(by clicking Find New), the previously selected chart column will be used as a filter
when performing the search. To remove the filter, select Reset Filters. For more
information on filtering, see Defining Search Filters on page 67.
Clicking on a column in the Keyword chart does not affect the filters that have been
set. In this case, when performing a new keyword search from the Results page (by
clicking Find New), the previously selected chart column (for example, keyword)
will be ignored when performing the search.
Chart Descriptions
You can use the drop-down list that appears above each chart to choose one of the
following charts:
NOTE
Each chart contains a horizontal line that represents the average number of
contacts/segments for the selected chart.

101
Keyword, page 102
Date, page 103
Time of Day, page 103
Agent, page 104
Agent Group, page 105
Duration, page 106
Direction, page 106
ANI, page 106
DNIS, page 107
PBX ID, page 107
Number of Conferences, page 108
Number of Holds, page 109
Number of Transfers, page 109Total Hold Time, page 110
Wrap-up Time, page 110
Extension, page 111
Exception Contacts, page 111
Agent Talk Time Percentage, page 112
Customer Talk Time Percentage, page 113
Silence Time Percentage, page 114
Talk-Over Time Percentage, page 115
Custom Data and Conditional Custom Data, page 116
Star Ranking, page 117
Using Charts
Keyword
When performing a keyword search, this chart displays the number of contacts found for
each of the keywords.
This chart is only available from the Results page, and only appears if a keyword search
has been performed (for example, if you only perform a filter search or search for all
contacts in Speech Analytics, this chart is not available).

102
Using Charts
Date
In the home page, when no filters have been set, this chart displays the total number of
available transcribed contacts, per date.
When a filter has been set or a search has been performed, the chart displays the
number of contacts for the search results or defined filters.
When the chart needs to display a range of up to 14 days, each day is displayed. For a
range of between 15 and 92 days, the dates are displayed as weeks, and for ranges
above 92 days, the dates are displayed as months.
Time of Day
available transcribed contacts, per time of day the contacts were recorded.

103
Using Charts
The contacts are grouped into the following times of day:
03:00-06:00
06:00-09:00
09:00-12:00
12:00-18:00
18:00-03:00
These definitions are defined in the Enterprise Manager.

The contacts are displayed according to agent's local time at the time of recording.
Agent
available transcribed contacts, per agent.
The chart displays up to seven agents, starting with the agent that had the most
contacts. To see the next batch of agents, click the Show next results icon . To jump
to the agents with the lowest number of contacts, click the Show last results icon .

104
Using Charts
Agent Group
available transcribed contacts, per group.
The chart displays up to seven groups, starting with the groups that had the most
contacts. To see the next batch of groups, click the Show next results icon
. To
jump to the groups with the lowest number of contacts, click the Show last results
icon .

105
Using Charts
Duration
available transcribed contacts, per contact duration, displayed in the following default
ranges: Very short (0-35 seconds by default), Short (35 secs. -1 min. 55 by default),
Average length (1:55-3:00 by default), Long (3:00 - 5:00 by default), Very long (5:00 90:00 by default). The definitions for these ranges are defined and can be changed in
the Enterprise Manager where the instance is created.
Above the chart, you can see the average duration of contacts, in seconds, to which
segments included in the chart belong.
Direction
available transcribed contacts, per direction.
ANI
available transcribed contacts, per ANI.
The chart displays up to seven ANI values, starting with the ANI values that had the
most contacts. To see the next batch of ANI values, click the Show next results icon
. To jump to the ANI values with the lowest number of contacts, click the Show last
results icon .

106
Using Charts
DNIS
available transcribed contacts, per DNIS.
The chart displays up to seven DNIS values, starting with the DNIS values that had the
most contacts. To see the next batch of DNIS values, click the Show next results icon
. To jump to the DNIS values with the lowest number of contacts, click the Show last
results icon .
PBX ID
available transcribed contacts, per PBX ID.

107
Using Charts
The chart displays up to seven PBX ID values, starting with the PBX ID values that had
the most contacts. To see the next batch of PBX ID values, click the Show next results
icon . To jump to the PBX ID values with the lowest number of contacts, click the
Show last results icon .
Number of Conferences
available transcribed contact segments, per number of conferences that can occur in
contacts.
number of contact segments for the search results or defined filters.

108
Using Charts
Number of Holds
available transcribed contact segments, per number of holds that occurred in the
contacts.
Above the chart, you can see the average number of holds for contacts whose segments
are included in the chart.
Number of Transfers
available transcribed segments, per number of transfers that can occur in contacts.
Above the chart, you can see the average number of transfers for contacts whose
segments are included in the chart.

109
Using Charts
Total Hold Time

available transcribed contact segments, per total hold time, displayed in the following
default ranges: Very short (0-5 seconds), Short (5-10 seconds), Average length (10-20
seconds), Long (20 - 60 seconds), Very Long (above 60 seconds.).
Above the chart, you can see the average number of total hold time for contacts whose
segments are included in the chart.
Wrap-up Time
available transcribed contacts, per wrap-up time (for example, the additional time the
agent spent closing the contact after s/he finished talking to the customer), displayed in
the following default ranges: Very short (0-1 min), Short (1-2 mins.), Average length
(2-3 mins.), Long (3 - 4 mins.), Very Long (above 4 mins.).

110
Using Charts
Extension
available transcribed contacts, per extension.
The chart displays up to seven extensions, starting with the extensions that had the
most contacts. To see the next batch of extensions, click the Show next results icon
. To jump to the extensions with the lowest number of contacts, click the Show last
results icon .
Exception Contacts
In the home page, when no filters have been set, this chart displays the number of
contacts that met an Exception rule defined in the Rule Editor, for the total number of
available transcribed contacts. For example, an Exception rule can be created for all
contacts that contain more than four transfers. Contacts with more than four transfers

111
Using Charts
will be designated as exception contacts, will be pushed into the Exception Contacts
folder in the Customer Xperience application, and are included in the Is Exception chart.
number of exception contacts for the search results or defined filters.
Agent Talk Time Percentage

The Agent Talk Time Percentage chart is displayed only if Speaker Separation has been
enabled in your system. In the home page, when no filters have been set, this chart
displays the total number of available transcribed segments, per agent talk time
percentage.
The X-axis displays bars for the following default ranges: Very short (0-20%), Short
(20-40%), Average length (40-60%), Long (60-80%) and Very Long (80-100%).
The Y axis shows the number of segments in each group.
When a filter has been set or a search has been performed, the chart refers to retrieved
contact segments, and not to the entire volume of transcribed segments.
The agent talk time percentage can be calculated only for segments that were recorded
with Speaker Separation. Segments recorded without Speaker Separation, if such are
included in the result set, are omitted from the chart. As a result, the number of
segments in such a chart is lower than the number of the segments in the result set.
Above the chart, you can see the average agent talk time percentage calculated for
segments included in the chart. If segments recorded without Speaker Separation were
omitted from the chart (and therefore, also from the calculation), an asterisk appears
next to the calculated average.
TIP
Hover your mouse over the asterisk to view a tooltip with an explanation on this
value's calculation.
You can also view the average agent talk time percentage in the query result metrics.
For more information about the query result metrics, see Viewing Query Results

112
Using Charts
Metrics on page 83.
Customer Talk Time Percentage

The Customer Talk Time Percentage chart is displayed only if Speaker Separation has
been enabled in your system. In the home page, when no filters have been set, this
chart displays the total number of available transcribed segments, per customer talk
time percentage.
The customer talk time percentage can be calculated only for segments that were
recorded with Speaker Separation. Segments recorded without Speaker Separation, if
such are included in the result set, are omitted from the chart. As a result, the number
of segments in such a chart is lower than the number of the segments in the result set.
Above the chart, you can see the average customer talk time percentage calculated for

113
TIP
Using Charts
You can also view the average customer talk time percentage in the query result
metrics, see Viewing Query Results Metrics on page 83.
Silence Time Percentage

available transcribed segments, per silence time percentage.
Above the chart, you can see the average silence time percentage calculated for
segments included in the chart.
When Speaker Separation is enabled, Silence time is detected and provided by the
recorder. When Speaker Separation is disabled, Silence time is provided by the Speech
Transcription process.

114
Using Charts
You can also view the average silence time percentage in the query result metrics. For
more information about the query result metrics, see Viewing Query Results Metrics
on page 83.
Talk-Over Time Percentage

The Talk-Over Time Percentage chart is displayed only if Speaker Separation has been
enabled in your system. In the home page, when no filters have been set, this chart
displays the total number of available transcribed segments, per talk-over time
percentage.
The talk-over time percentage can be calculated only for segments that were recorded
with Speaker Separation. Segments recorded without Speaker Separation, if such are
included in the result set, are omitted from the chart. As a result, the number of
segments in such a chart is lower than the number of the segments in the result set.
Above the chart, you can see the average talk-over time percentage calculated for

115
TIP
Using Charts
You can also view the average talk-over time percentage in the query result metrics, see
Viewing Query Results Metrics on page 83.
Custom Data and Conditional Custom Data

Up to 30 custom data and conditional custom data charts may appear in the list,
depending on how your system has been configured. The names of these charts are also
configurable and are defined when your system is set up.
The Speech Analytics application supports up to 25 contact custom data fields, per
contact, whose values come from CTI data obtained from the switch (for example,
Account Number, Transaction, Site, etc).
In addition, the Speech Analytics supports up to 5 conditional custom data fields, per
contact. These data fields contain predefined values that are based on customized rules
defined by the system administrator. For example, there may be a Customizable Custom
Data field called Line of Business. Your organization can define a rule whereby the Line
of Business that is displayed is dependent on the DNIS that is dialed by the customer.
The conditional custom data values to which you have access are assigned to you in the
Assignment Manager. So, your system may have five lines of business, but you may only
be assigned to three of the five. As a result, the chart that you will see will only show
these three values. However, if you were only assigned three of the five values, but you
were also assigned the right to Search for any value, you will be able to see all five
lines of business.

116
Using Charts
The chart displays up to seven Custom Data values, starting with the Custom Data
values that had the most contacts. To see the next batch of Custom Data values, click
the Show next results icon . To jump to the Custom Data values with the lowest
number of contacts, click the Show last results icon .
Star Ranking
This chart enables you to display the current result set of calls by their Star Ranking.
This chart is only available when creating a chart report. It is not available from the
Results List page. For more information, see Creating Chart Reports on page 128.

117
Starting a New Search
Starting a New Search

You can start a new search from the Speech Analytics home page or from the Results
page. If any filters were used in the previous search, you need to decide whether you
want to keep them, and if not, reset them first. Otherwise, the filters will be applied to
your new search, and the search results will be filtered accordingly.
1
If you wish to reset the filters that were used in the previous search, click the Reset
Filters button. If you do not reset the filters, the results of your new search will be
filtered by them.
TIP
To see the currently set filters, place your mouse over the Filter icon
results list to view the filters in a tooltip.
above the
Use any of the search methods:
Searching by Keywords or Phrases, page 43
Click the Find button when searching from the home page, or click the New Find
when searching from the Results page. The Results page appears displaying a list of
contacts matching your search criteria.
NOTE
If you wish to further refine your search, you can continue Searching within
Found Results on page 92 while Refining Search Results through Different
Search Methods on page 93.

118
Chapter 4
Contact Playback
This chapter outlines the information required for understanding how to playback
contacts, by covering the following topics:
Playing Back Contacts in Speech Analytics, page 120
Understanding the Speech Analytics Player, page 121
Speech Analytics Player without Speaker Separation, page 124
Viewing Screens, page 125
Opening a Contact, page 126
Chapter 4 - Contact Playback
Playing Back Contacts in Speech Analytics
Playing Back Contacts in Speech Analytics

You can play back contact segments that have been retrieved in the Results page. While
a contact segment is being played back, you can view its screens and simultaneously
view a transcript of the call.
NOTE
You can also open contact segments in the Portal. See Opening a Contact on
page 126 for more information.
To playback a contact segment:

1
In the Results page, click the Play this contact button for the segment you want
to playback.
The Play this contact button turns into a Close the player button, and the
Speech Analytics Player appears at the bottom of the Results page, replacing the
charts.
For a detailed explanation of the player, see Understanding the Speech Analytics
Player on page 121.
NOTE
If the Play this contact button does not appear, refer to Troubleshooting on
page 147.
If your system is set to playback audio over speakers or headphones, the audio is
immediately played back.
2
Upon listening to the audio, click the Close the player button.

120
Understanding the Speech Analytics Player

The following is an example of the Speech Analytics player.
NOTE
The appearance of the Speech Analytics Player depends on the way the segment
was recorded - with or without Speaker Separation. This picture illustrates the
Speech Analytics Player for a contact segment recorded with Speaker Separation.
For segment recorded without Speaker Separation, the player does not contain
any Speaker Separation information. See Speech Analytics Player without
Speaker Separation on page 124.
The Speech Analytics Player displays the following elements:
Audio Waveform, page 121
Callouts, page 122
Speaker Separation Bars, page 122
Progress Bar, page 123
Playback Control Buttons, page 123
Audio Waveform
A single wave in the player represents the audio graphically.
NOTE
For stereo-recorded contact segments, the audio waveform combines the audio
recorded from both channels.
Parts of the waveform are color-coded to indicate the following characteristics of the
conversation:
For contact segments recorded with Speaker Separation:
Blue color: the agent is speaking.

121
NOTE
When there is an internal conference call where there are three parties in the call
(the customer and two agents), the customer is regarded as one side of the
conversation while all agents are combined on the other - agent's - side of the
conversations.
Green color: the customer is speaking.

Aqua color: either both the agent and the customer are speaking at the same
time, or the system could not identify the speaker.
Gray color: silence
For segments recorded without Speaker Separation:
The Blue color represents the voice of both the agent and the customer.
Callouts
Callouts point to the location of keywords that you searched for on the waveform. You
can click a callout to jump to the relevant place in the audio. The appearance and
position of callouts is different for contact segments recorded with Speaker Separation
and for contact segments recorded without it.
For segments recorded with Speaker Separation: callouts are positioned and colorcoded by the speaker:
Callouts to the terms spoken by the agent are positioned above the waveform, in
blue (for example, tracking number).
Callouts to the terms spoken by the customer are positioned below the waveform, in
green (for example, tracking number).
Callouts to terms that were detected during talk-over time, when both the agent
and the customer were talking at the same time, appear twice - both above and
below the waveform - but pointing to the same location. The text color in such
callouts is aqua (for example, tracking number).
For segments recorded without Speaker Separation:
All callouts appear above the audio waveform, in blue, regardless of the speaker.
All callouts appear above the audio waveform, in blue.
When a term callout is active - either because you selected it, or because the
playback has reached the location in the conversations where the term was spoken
- the colors of the callout change to the inverse ones. Once the player progresses
past the associated area of conversation, the callout is reverted to its default colors.
Speaker Separation Bars

Speaker Separation bars are displayed only for contacts recorded with Speaker
Separation.
Speaker Separation bars are two horizontal bars located below the waveform. The top
bar, in blue, represents the agent, and the lower bar, in green, represents the

122
customer. Each bar is filled with color when the respective participant is talking. Talkover time, when the agent and the customer were talking at the same time, is marked in
both bars with the aqua color. Non-colored areas on the bars correspond to silence in
the audio waveform.
Speaker Separation bars, together with the audio waveform, give you a full picture of
the dialog between the agent and the customer.
Progress Bar
The slider on the progress bar advances as the playback of the segment progresses. You
can drag the slider to move to a different place in the conversation.
Above the progress bar, on the right, you can see the counter, which increments during
the audio playback, and the total duration of the contact segment.
If the contact segment which is being played back was encrypted, a lock icon
is
displayed above the progress bar, on the right. If only some components of the contact
were encrypted (for example, audio is encrypted and screens are not), the lock icon is
half-transparent .
Playback Control Buttons

Use these button to control audio playback.
Buttons
Description
Play/Pause
Plays the audio after pressing Pause or pauses the audio

after pressing Play.
Mute
Mutes the audio.
Volume
Adjusts the volume.
View Screens
Displays the agent's screens in a separate window. To

read more about viewing agent's screens, see Viewing
Screens on page 125. The button is disabled if the
segment does not contain screens.
Stop
Stops the playback and rewinds the call back to the

beginning.
Previous Keyword
Jumps the playback to the previous instance of a

keyword.
Next Keyword
Jumps the playback to the next instance of a keyword.
NOTE
The adjustments you make to the volume, as well the display of the screen
window, are maintained for the playback of all the segments retrieved for your
current search. However, when you perform another search and then play
segments, the default volume settings are restored, and the screen window is
hidden.

123
Speech Analytics Player without Speaker Separation
Speech Analytics Player without Speaker

Separation
The appearance of the player depends on the availability of Speaker Separation data for
the segment being played.
NOTE
For more details, see Speaker Separation on page 14.
The following is an example of the Speech Analytics Player for segments recorded
without Speaker Separation.
For segments recorded without Speaker Separation, the player does not display any
speaker indications:
Audio Waveform
Voice energy levels are represented as a series of peaks: the absence of the peak
indicates silence.
NOTE
For stereo-recorded contact segments, the audio waveform combines the audio
recorded from both channels.
Callouts
All callouts are displayed above the audio waveform, in blue, regardless of the
speaker.
Speaker Separation Bars

Speaker Separation bars are not displayed for segments recorded without Speaker
Separation.
NOTE
The functionality of the Speech Analytics Player remains the same regardless of
the way the contact segment was recorded - with or without Speaker Separation.
For a full description of the Speech Analytics Player and its full functionality, see
Understanding the Speech Analytics Player on page 121.

124
Viewing Screens
Viewing Screens
When you click on the View Screens icon
in the playback area, the screens
associated with this call are displayed in a separate window.
NOTE
If there are no screens associated with this call, the Screen Exists icon
appear in the Results list.
The Screen Exists icon
deleted from the system.
will not
will appear even if the screen file has already been
From the screen window, you can perform the following actions:
Configuring the Screen Display, page 125
Controlling Audio Playback while Viewing Screens, page 125
Force the screen window to always appear on top of any other selected screen.
Configuring the Screen Display

By default, the agent's screen is reduced to fit into the window. To view the screen in its
original resolution, click the Actual Size button
. The recorded screen appears in its
original resolution and the Actual Size button appears as follows
. Clicking the
button again shrinks the screens to fit the window.
You can now resize the window to suit your viewing needs. For example, you can place
the screen window at the top of the screen and leave the play controls in the playback
area visible, or you can place the screen window at the bottom of the screen and
continue playing back different calls from the Results window without needing to move
the screens each time.
Each time you position and resize the screen window, the window remains the same size
and position for all subsequent contacts that you open from the Results window, until
the next time you resize/reposition or until you leave the Results page altogether (either
to return to the home page or to navigate to a different page).
Controlling Audio Playback while Viewing Screens

An alternative way of viewing the screens is clicking the Maximize button
and
controlling the audio playback by right-clicking anywhere on the screen and using the
menu to play, pause, stop and adjust the volume of the playback.
If you want the screen window to remain on top of all other windows on your desktop,
even when you click on another window, click the Always on Top button
.
To remove the Always on Top setting and let selected windows cover the screen window,
click the Always on Top button again
.

125
Opening a Contact
Opening a Contact
Once you have performed a search in the Speech Analytics application, you can open
contact segments in the QM & Analytics Portal applications. These are the Quality
Monitoring, Contacts, or Customer Xperience applications.
Opening a contact in each specific application gives you access to its functionality. For
example, after opening a contact in Quality Monitoring, you can perform an evaluation,
assign a flag, or forward the contact to an agent.
If you have access to more than one application, you can select which of these
applications to use as default for playing back contacts from Speech Analytics. This can
be done via the Portal's preferences page which can be accessed by clicking the
Preferences button from the Portal home page.
Click the start time in the Start Time and Data column of the contact you want to
playback. The selected contact opens in your assigned application.

126
Chapter 5

This chapter outlines the information required for understanding how to work with
reports and how to export data, by covering the following topics:
Reports and Data Export, page 128
Creating Chart Reports, page 128
Creating Contact Data Reports, page 132
Compare Two Result Sets Overview, page 134
Managing Reports, page 139
Chapter 5 - Reports and Data Export

The Speech Analytics application offers the following methods of data export for sharing
and backup:
Creating Chart Reports, page 128
Creating Contact Data Reports, page 132
Compare Two Result Sets Overview, page 134
All export tasks and reports are listed in the Saved Reports window from which you can
open them, save to other locations, or delete once this information is not longer needed.
See Managing Reports on page 139.
Creating Chart Reports

You can export charts data to the Excel or PDF format by creating chart reports, which
you can then save to any location or print.
Both Excel and PDF reports contain the same header that includes:
Report type and name.
Name of the Speech Analytics instance where the report was created.
Creation date.
Details of the search query.
Search filter.
The number of retrieved contact segments and their percentage out of the total
number of segments.
Query result metrics.
The body of the chart report depends on the selected report format. The PDF report only
displays the first page of the results received from the selected charts. The Excel report
shows each chart's data in a textual format, which can be more suitable for analysis.
The Excel chart reports include the following values per each chart included:
Name - displays either Agent, ANI, Time of day, etc., depending on the type of
chart. For example, in a "Time of day" chart, the chart is divided between different
times of day (morning, evening, etc.) and these values will be displayed.
Value - the number of contact segments corresponding to the specified query and
filter.
NOTE
If you select to create a chart report in Excel, each chart in the report will only
include the first 100 columns.

128
To create a report containing chart data:

1
From the Speech Analytics home page, or from the Results page, click the Create
Report button.
The Create Reports dialog box opens.
Select Reports.
Give the report a unique name. This is the name that will appear for this export task
on the Saved Reports page.
Select Export to PDF or Export to Excel.

NOTE
For export to PDF, additional options are available:
Display the charts with legends

Display values as percentages - this option appears only if you
click on the Create Report button from the Results page.
Select the required option for exporting charts to the PDF format.
5
Click the check boxes beside the charts that you wish to include in your report, or
click Select All Charts to include all available charts.
Select or clear the Open Saved Reports Screen check box.
If the check box is selected (default), the Saved Reports window is

automatically opened after you save the report. From the Saved Reports
window, you can open the report immediately upon its generation.
If you clear the check box, then after you save the report, the Create Report
window will be closed, and you will return to the page from which you created
the report.
TIP
You will be able to open the report from the Saved Reports window at a later time
by clicking the Saved Reports button in the Speech Analytics home page.
For information on the Saved Reports window and managing saved reports, see
Managing Reports on page 139.
7
Click OK to save the report.

129
Excel Report Example

130
PDF Report Example
NOTE
If reports produced include single-term queries without the IDF calculation (which
is the default functionality), the report will indicate this exclusion by an asterisk
(*), along with a note at the bottom of the report indicating that the IDF
calculation was excluded. For more information on IDF, see Ranking and
Document Relevancy on page 142.

131
Creating Contact Data Reports

You can export contact data by creating a report containing certain contact segments.
The report can include all segments, a partial selection of segments (as chosen by you),
a random selection of segments (automatically selected) or a specific number of
contacts starting from the first contact.
Speech Analytics allows export of up to 10,000 contact segments and displays the
exported contact information in an Excel file.
Contact Data Report Example

132
The report's header includes:
Report type and name.
Name of the Speech Analytics instance where the report was created.
Creation date.
Details of the search query.
Search filter.
The number of retrieved contact segments and their percentage out of the total
number of segments.
Query result metrics.
The report body displays a line per each contact segment that includes:
All the information available for that segment in the Result page, in the context of
that search. For example, segment's rank in the search and the keywords found.
Contact details. For a detailed description of contact details included in the report,
see Understanding Contact Details on page 86.
To create a contact data report:

1
Perform one of the following:
If you wish to export all contact segments or their random selection, click the
Create Report button on the toolbar - either from the home page or from the
Results page.
If you wish to export specific contact segments:
a. Perform a search.
b. From the Results page, select the contact segments to export.
c. Click the Create Report button on the toolbar.
The Create Reports dialog box opens.
2
Give the report a unique name. This is the name that will appear for this export task
on the Saved Reports page.
Select Export Contact Data.
Choose one of the following:
All Contacts - to export all contact segments matching the current query and
filter. A limitation of 10,000 applies if there are more than 10,000 contacts in the
database.
Selected only - This option is displayed only if you are creating the report from
the Results page and you selected some contact segments in step 1. Select this
option to export the selected contact segments only.
Export first <X> contacts - to select a partial number of contact segments,
starting from the first.
Random selection of <X> contacts - to produce a list of contact segments
selected at random.
Select or clear the Open Saved Reports Screen check box.

133
Compare Two Result Sets Overview
If the check box is selected (default), the Saved Reports window is automatically
opened after you save the report. From the Saved Reports window, you can open
the report immediately upon its generation.
window will be closed and you will return to the page from which you created the
report.
TIP
You will be able to open the report from the Saved Reports window at any later
time by clicking the Saved Reports button in the Speech Analytics home page.
For information on managing saved reports, see Managing Reports on page 139.
8
Click OK.

Comparing Two Result Sets enables you to quickly create a report that compares data
from two different predefined Saved Search result sets.
The purpose of this feature is to help you recognize the unique terms/phrases
associated with one Saved Search and not the other. For example, when you want to
understand why a group of calls were successful and others were not, you can create a
Comparing Two Result Sets report to pinpoint what was unique about the successful
calls when compared to the unsuccessful calls.
The Comparing Two Result Sets report is displayed as a table in Excel. The table shows
the specific data field differences between the two selected result sets. For more
information, see Comparing Two Result Sets Report Analysis on page 136.
Typically the Comparing Two Result Sets report is created in up to 20 minutes. For more
information about how to create a Compare Two Results Sets report, see Comparing
Two Result Sets on page 134.
NOTE
Each of the result sets should include at least 750 contacts.
Comparing Two Result Sets

1
From the Speech Analytics home page, or from the Results page, click the Create
Report button.
The Create Report window opens.
Select the Compare Two Result Sets tab.
Type the name of the Comparing Two Result Sets report in the Report Name field.
Select the type of result sets you want to compare.

134
Hover over and click the Filter, Terms and/or Context icons in the table, to display
the type of filter and terms associated with the specific Saved Search.
From the Saved Search table, select and click one of the two result sets you want to
compare.
Click the Add button for Result Set 1.
From the Saved Search table, select one of the two result sets you want to
compare.
Click the Add button for Result Set 2.
10 Select or clear the Open Saved Reports Screen check box.

If the check box is selected (default), the Saved Reports window is automatically
opened after you save the report. From the Saved Reports window, you can open
the report immediately upon its generation.
window will be closed and you will be returned to the page from which you created
the report. You will be able to open the report from the Saved Reports window at any later
time by clicking the Saved Reports button in the Speech Analytics home page.
For more information, refer to Managing Reports on page 139.

11 Click the Create Report window to create the report.
The Saved Reports window is opened after a few seconds.

135
Comparing Two Result Sets Report Analysis

The Compare Two Result Sets report enables you to recognize the terms/phrases that
differentiate one result set (Category or Saved Search) over another result set, by
showing the ratio of a word/phrase compared to another word/phrase in both results
sets.
NOTE
The Comparing Two Results Sets report will include the top 50 results ordered
according to ratio.
Any results for which the ratio is <1.5% will not be included in the report.
The final Comparing Two Result Sets report will include the following details:
Data
Description
Instance Name
Indicates the unique name of the instance.
Created
Indicates the report creation date.
Query History
For a Category set, Query History contains the name of the

category and the number of contacts that make up its result set.
For a Saved Search set, Query History contains all the searches
made (that is, terms, phrases, categories, etc.), in chronological
order. The number represents the result of each search.
Effective Filter
Indicates the filters selected for the query.
Contacts (Count)
Indicates the amount of contacts associated with the result set.
Contacts (Percentage)
Indicates the percentage of Count value out of the entire user

contact visibility size.
Contacts (Overlap)
Indicates the intersection size of each set.

The lower the Overlap the better, since a low overlap indicates a big
difference between the two result sets.
Indicates the metrics of the two result sets.
Differentiating Terms
Contains two tables:

The first table represents the terms/phrases that are prominent to
the first result set compared to the second result set.
The second table represents the terms/phrases that are prominent
to the second result set compared to the first result set.
Both tables are sorted according to the percentage of occurences
ratio from highest to lowest.
Both Differentiating Terms tables are made up of the following
columns and rows:
- Unique Terms
- % Occurrences
- % Occurrences Ratio
- White line
Unique Terms
Indicates the word/phrase that appears in both result sets.

136
Data
Description
% Occurrences
Indicates the percentage of times the word/phrase appears out of

the total amount of contacts in the specific result set.
% Occurrences Ratio
Indicates how relevant one word/phrase is in a result set when

compared with the same word/phrase in the other result set. For
example, Applications has an % Occurences Ratio of 2.08. Budget
has an % Occurences Ratio of 2.06. For this reason, the word
Applications is more relevant than the word Budget when the Good
result set is compared to the Account result set (see the example
below).
The % Occurrences Ratio is calculated by dividing the first result set
by the second result set in the first table and the second result set
by the first result set in the second table.
White line
Indicates that the word/phrase is either a synonym, variant or

subset of the word/phrase in the line above.
The following is an example of comparing two Saved Search results:

For more information, see Compare Two Result Sets Overview on page 134.

137

138
Managing Reports
Managing Reports
The Saved Reports window contains a list of all the reports you have created. From
this window, you can:
View report details in each of the Saved Reports Columns on page 139
Refreshing the Report Status on page 140
Saving a Report on page 141
Deleting a Report on page 141
Saved Reports Columns

The Report Status column gives a brief description of the export task status, and the
number and percentage of files that have been exported. The icons in the left most
column display a graphical status for each export task:
Icon
Name
Description
New Task
Indicates a new task has

been created but has not
yet entered the queue.
In Queue
Indicates that this task

has not been processed
yet.
In Process
Indicates the export of

this task is still in progress
and shows the percent of
data that has been
processed.
Completed
Indicates that this export

task is complete and
available for use.
Failed
Indicates that this export

task has failed.

139
Managing Reports
The Report Name column displays a link bearing the name you assigned the report
when you created it. Click the link to open the report. For Excel files, a dialog box
appears asking if you wish to open or save the file. If the file is a PDF file, it opens in
Adobe Acrobat.
The Description column displays a detailed description of the report. For example,
filters set, start and end dates, ANI, number of contacts included, etc. Click the
Description button
to open the Description dialog box containing relevant report
details. Click the Close button
to close the Description dialog box.
The Creation Date column displays the report's creation date and time, from newest to
oldest.
The Type column displays the type of report you requested: Contacts or Charts.
The Format column displays icons for either Excel or PDF formats.
The Size column displays the file size, in kilobytes (KB) or Megabytes (MB). Files
smaller than 1 MB in size are displayed in kilobytes, and files larger than 1 MB are
displayed in Megabytes.
The Save As column allows you to download the report.
NOTE
The Save As button

appears only for reports that are completed, and does not
appear for reports that are in queue, in process or failed.
The Delete column allows you to delete a report, regardless of the current status of the
task.
Refreshing the Report Status

The Saved Reports window is opened before the report creation is complete.

140
Managing Reports
The Saved Reports window contains a Report Status column that indicates (in
percentage), how much of the report has been created.
To refresh the Report Status:
1
From the Saved Reports window, click the Refresh button.

The report status is updated.
Saving a Report
1
From the Save As column, click the Save As button
The Save As dialog box appears.

2
Select the path and file name and click OK.

The file is downloaded to the specified location.
Deleting a Report
1
From the Delete column, click the Delete button
The Delete Task dialog box appears.

2
Click Yes to delete the export task.

141
Chapter 6
Ranking and Document

Relevancy
Retrieving Information: Recall Vs. Relevancy, page 143
Single and Multiple-Term Search Queries, page 144
Chapter 6 - Ranking and Document Relevancy
Retrieving Information: Recall Vs. Relevancy
Retrieving Information: Recall Vs. Relevancy

The mechanism for retrieving information in Speech Analytics is designed to suit your
specific business needs.
Depending on your search entry, the mechanism adapts the way it calculates and
presents the search results:
Search Results Based on Recall: In the recall search mechanism, search results
include all contacts that make the rank threshold in terms of their overall score,
regardless of the search term's frequency in the index.
In this case, a contacts rank is determined by the number of instances of the
search term within the contact, and the contacts individual score. No frequencybased weighting is applied to the contacts ranking.
This search mechanism is used for single term queries (such as "late charge"),
because when searching for a single term, the importance of the search is on the
recall of the term. Weighting related to a term's frequency is done between terms,
and therefore it is only relevant for search entries containing more than one term.
Search Results Based on Relevancy: In searches based on the relevancy of the

term, the system bases its search logic on the industry-standard weight used widely
in information retrieval called Inverse Document Frequency (IDF). The IDF weight is
a statistical measure used to evaluate how important a term is in the index, which is
based on the term's frequency in the index. IDF diminishes the weight of terms that
occur very frequently, and increases the weight of terms that occur rarely. IDF is
used only in multiple-term entries (such as credit debt payment), as the
importance of the search is on the relevancy or power of the term within the index.
For multiple-term search entries, a contact's rank is determined by the number of
detected terms, their individual scores, and on the frequency of the term in the
index. If a term appears very frequently in the index, the IDF will be low. In this
case (because the IDF is low), the highest ranked contacts will be the ones that
contain many instances of that term, which then increases the overall score of the
contact.
The following table summarizes how each search mechanism calculates the search
results for each type of search query:
Search Mechanism
Search Query Type
Definition
Recall
Single-term queries
The system returns all contacts that make

the rank threshold in terms of their overall
score, regardless of the search terms
frequency in the index (without IDF).
Relevancy
Multiple-term queries
The system uses IDF to determine the

relevancy and power of the term within the
index, diminishing the weight of terms that
occur very frequently, and increasing the
weight of terms that occur rarely.
For detailed information and use cases on the different types of search queries, see
Single and Multiple-Term Search Queries on page 144.

143
Single and Multiple-Term Search Queries

As described in Retrieving Information: Recall Vs. Relevancy on page 143, the system
retrieves information and calculates search results based on the type of search entry
you entereda single term or phrase query, or a multiple term or phrase query.
The following table describes the differences between the two types of searches, the
operators and examples for each type of search:
Search Entry
Definition
Single-term Query
One word or phrase

One word or phrase with
position-oriented
operators (such as NEAR,
START, END, NOTIN)
Examples
Multiple-term Query
NOTE
More than one word or

phrase
More than one word or
phrase with AND, OR
(indicated by a space) ,
NOT, minus (-) and plus
(+) operators
Manager
late charge
(call NEAR back) NOTIN
call back today
[END:60]C: thank you
[START](how NEAR can
NEAR help)
[START:50]close NEAR
account
angry annoyed
angry AND annoyed
late -charge
late +charge
To indicate a single phrase query (including more than one word), use quotations
around the phrase (such as late charge). The system processes this as a single
phrase and calculates the search results accordingly (without the IDF weight).
To search for one word or another word (which is a multiple-term query), do not
use quotations around the phrase (such as credit debt). The system processes
this as a multiple-term query, and calculates the search results accordingly (with
the IDF weight).
For detailed examples of entering a single-term and multiple-term queries, see the
following use cases:
Single Term Query Default Use Case on page 145: Enter a single-term query, with
the search results including all contacts that make the rank threshold in terms of
their overall score, regardless of the search term's frequency
Single Term Query Using Find Within Use Case on page 145: Refine a single-term
query search by using the Find Within option, which uses the IDF weighting to
rank the search results, since the system evaluates it now as a multiple-term query
Single Term Query Using IDF Use Case on page 146: Force IDF for single-term
queries
Multiple Term Query Use Case on page 146: Enter a multiple-term query, with the
search results using the IDF weighting to find the relevant terms in the index

144
Single Term Query Default Use Case

The following describes a use case for entering a single-term search query:
1
In the Search field, enter the single-term or phrase with the relevant operators (as
described in Single and Multiple-Term Search Queries on page 144).
For example: late charge
By default, the system performs a pure, raw search of the term and returns all
contacts that make the rank threshold in terms of their overall score, regardless of
the frequency of the term. To indicate this search mechanism, an asterisk (*)
appears next to the number of search results.
For example: late charge (200)*
You can also view a tooltip that states that the search results were calculated
without using the IDF weight by placing your cursor over the term with the search
results.
These search results indicate that the system executed a search for all contacts
containing the term late charge and found 200 contacts that made the rank
threshold in terms of the overall score. In addition, a tooltip appears, explaining
that the search was performed without using the IDF weighting.
Single Term Query Using Find Within Use Case

The following describes a use case for refining a single-term query by using the Find
Within option. If you use this option, the system will use the IDF weighting to rank the
search results, because the system evaluates it now as a multiple-term query:
1
Enter your search entry (for example: late charge), and click Find.
As the search entry is a single term, the system searches for all contacts containing
the term within the rank threshold and will return the following search results:
late charge (200)*
These search results indicate that the system searched for all contacts that
contained late charge that made the rank threshold and found 200 contacts.
To refine your original search entry (late charge), enter another search entry
(for example: help), and click Find Within Results.
The system now treats the entry as a multiple-term query (late charge AND
help), and will return the following search results:
late charge (200)* > help (100)
These search results indicate that the system executed a new search for late
charge AND help and used the IDF calculation to find 100 relevant contacts with
the term.

145
Single Term Query Using IDF Use Case

The following describes a use case for forcing the IDF weighting for single-term
queries:
1
To override the default for single-term searches and to force the IDF weighting for
these types of searches, use the keyword: [IDF] before the search entry.
For example: [IDF] late charge
In this case, the system will perform the search using the IDF weighting, as in
multiple-term search queries (see Multiple Term Query Use Case on page 146),
and will present the results accordingly:
For example: [IDF] late charge (50)
These search results indicate that the system executed a search for late charge
using the IDF calculation and found 50 relevant contacts containing this term.
Multiple Term Query Use Case

The following describes a use case for entering a multiple-term search query:
1
In the Search field, enter the multiple-term or phrase with the relevant operators
(as described in Single and Multiple-Term Search Queries on page 144).
For example: angry annoyed
The system uses the IDF weighting to calculate the search results, as the
importance of the search is on the relevancy or power of the term within the corpus.
For example: angry annoyed (100)
In this case, the system translates this entry into: angry OR annoyed, and
therefore, calculates the search results using IDF. The system found 100 relevant
contacts in the corpus.

146
Chapter 7
Troubleshooting
This chapter outlines the following troubleshooting topics:
Frequently Asked Questions, page 148
Charts Troubleshooting, page 148
Error Messages, page 150
Filter Troubleshooting, page 153
General Troubleshooting, page 155
Playback Troubleshooting, page 157
Speaker Separation Troubleshooting, page 158
Searches Troubleshooting, page 161
Trends Troubleshooting, page 164
Chapter 7 - Troubleshooting
Frequently Asked Questions
Frequently Asked Questions

The following list provides troubleshooting tips for FAQs you may encounter:
When do New Transcription Rules Start to Work?, page 148

What Happens to a Transcription Rule if a Group that is used in it has been Deleted
from the System?, page 148
Can I Define a Rule for a Root-Level Group?, page 148
When do New Transcription Rules Start to Work?

While defining a new rule, you specify the date on which you want to enable the rule,
and your rule will be working from the specified day onward. If you specify the today's
date, the rule will be activated within an hour upon being created.
What Happens to a Transcription Rule if a Group that is used in

it has been Deleted from the System?
When a group that participates in a rule is deleted, the rule continues to work, provided
it contains any other existing groups. If all groups participating in the rule are deleted,
the rule will still exist in the system but will not work, since there will be no situations in
which this rule will apply.
Can I Define a Rule for a Root-Level Group?

Yes. You can define transcription rules for any level groups - both leaf groups containing
agents and higher groups containing other groups.
Charts Troubleshooting
The following list provides troubleshooting tips for Chart problems you may encounter:
The Average Line Value in the Charts is Different from the Average Value, page 149
The Chart Does Not Appear, page 150

148
Charts Troubleshooting
The Average Line Value in the Charts is Different from the

Average Value
As shown in the following image, the average line value of the following charts is
different from the average value in the top right corner of each chart.
Duration
Number of Holds
Number of Transfers
Total Hold Time
Agent Talk-Time Percentage
Customer Talk-Time Percentage
Silence-Time Percentage
Talk-Over-Time Percentage
The line that appears across the charts represents the average number of contact
segments per group.
The average value at the top of the charts represents the average of the examined
parameter, for example the average duration.
It is important to note that the Speaker Separation charts only include segments
recorded with the Speaker Separation feature. Therefore, an asterisk appears next to
the calculated average.
For additional information see Using Charts on page 98.

149
Error Messages
The Chart Does Not Appear

When trying to view a chart in the Speech Analytics application home page or the
Results page, an Internet Explorer time-out event may occur, whereby the chart does
not appear.
To view the chart, right-click the place where the chart should be and select Show
Picture from the menu.
Error Messages
The following list provides troubleshooting tips for problems you may encounter:
The Current Speech Analytics Session has Expired. Please reopen the Speech
Analytics Application, page 150
The following message appears: Due to network problems this contact's
transcription could not be retrieved., page 150
Action failed around 3 am, page 151
Media Components Cannot be Accessed for Playback, page 151
Login Failed. Your Account is Probably not Defined Properly. Contact your System
Administrator for more Information., page 152
Adobe Flash Player is Required to View Trend Charts. You can Download the Player
from the Adobe Downloads Site., page 153
The Speech Analytics Application cannot be opened. Connection to the Server or
one of its Components is Down. Please try to Open Speech Analytics at a Later
Time. If the Problem Persists, Contact your System Administrator., page 153
The Current Speech Analytics Session has Expired. Please

reopen the Speech Analytics Application
The Speech Analytics Portal cannot be idle for more than a configurable amount of
minutes. If Speech Analytics is idle for more than the configurable amount of minutes,
the user is redirected to a login page. Once the users credentials (password and
username) are entered, the page is loaded again.
Due to network problems this contact's transcription could not

be retrieved.
This message appears when a disconnection occurs between the Speech Analytics
Application Server and the user's desktop. In this situation, the audio and screens may
still be played back.

150
Error Messages
Action failed around 3 am

If you log into the Portal before 3 am and continue to work, you may encounter some
problems that cause your action to fail. (For example, you may fail to submit an
evaluation or fail to open a contact from the search results list etc.) The problem may be
caused by your system's maintenance activities, which occur by default at 3 am. If
required, your system administrator can change the time these maintenance activities
are performed.
You will receive a message that describes the error and what corrective actions must be
performed. Messages for example: "User profile or system definitions have been
modified. Please log out and log in again for updated changes to take effect. If the
problem persists, contact the System Administrator" or "Internal error. Notify the
System Administrator to contact the help desk" or "Your Web Portal session has expired.
Please close all open browser windows and log in to your system again".
1
In the Internet Information Services (IIS), select the relevant application pool.
In the Recycle tab, select the default time and click Remove.
Enter the preferred time and click Add.
Click OK.
Media Components Cannot be Accessed for Playback

When media components cannot be accessed for playback the following error message
appears:
"At least one media component could not be accessed for playback (audio and/or
screens). Click OK to close this message, and then click the play icon. The existing
media components will be played back." message appears when you:
Try to playback from the search results page or folder list.
Try to playback a contact in the workspace page.
This message means that your workstation failed to access one of the contacts
components (audio or screens). If the contact indeed has both media components, you
can close the message and click Play. If one of the components was successfully
accessed, it will be played back.
1
Check whether the file was downloaded to the workstations Temporary Internet
Files folder as follows:
a. Open Internet Explorer.
b. From the Tools menu, select Internet Options. The Internet Options dialog
box appears.
c. In the Temporary Internet Files group box, click Delete Files. The Delete
Files dialog box appears.
d. Select the Delete all offline content check box and click OK. You return to the
Internet Options dialog box.
e. Click Settings. The Settings dialog box appears.

151
f.
Error Messages
Click View Files. Your Temporary Internet Files folder opens in Windows
Explorer.
g. Repeat the action that caused the message to appear (for example, open the
contact again in the Results page).
h. Search your Temporary Internet Files folder (opened in step f above) and all
sub-folders for the downloaded contact. Search for the *.wav or *.vox.wav (for
audio files) or *.avi (for audio+screen files) extension. Your system files are
named in the following format: XX_YY_start-time. XX is the Acquisition Module
and YY is the channel.
If you found the file you were trying to playback, proceed to steps 2-3. If the is
not found, proceed to step 4.
2
If the file is found in the folder, it means the file was successfully downloaded to the
server. Verify the following IT issues:
Make sure your recording platform's DNS (host) name is configured in your DNS
Server or local hosts file. After you fix this, try to repeat the action that caused
the error (for example, return to the search results list and select the file again).
If your system includes recording on physically remote sites, where the storage
servers are in a different domain, verify there is a trust relationship between the
workstation's domain and the domain you are trying to access for playback.
Now you need to determine why the file cannot be played back. Double-click the file
to play it back using the Media Player.
If you succeed, this indicates a problem in playing back from your Speech
Analytics platform, likely caused by the current Internet settings. Compare the
proxy server settings to a workstation that can playback. Your Speech Analytics
platform and the audio and screen storage servers must be in the proxy server's
exception list.
If you cannot playback the file, try to playback a downloaded contact using
Media Player.
If you succeed, this indicates a problem in your recording platform playback. Try
to uninstall the Multimedia Support Package, and then access the Speech
Analytics application again to begin the automatic download of the package.
If you fail, this indicates a general playback problem on this workstation. Contact
your organization's technical support for assistance.
If the problem persists, additional file access troubleshooting is required. Contact

technical support.
Login Failed. Your Account is Probably not Defined Properly.

Contact your System Administrator for more Information.
Working with Speech Analytics requires that you have permission to do so. If you were
not give permissions (for example, rights) for Speech Analytics you will not be able to
log into it.
To work with Speech Analytics, give the user the relevant permissions in Assignment
Manager, refer to the Assignment Manager Online Help for more details.

152
Filter Troubleshooting
Adobe Flash Player is Required to View Trend Charts. You can

Download the Player from the Adobe Downloads Site.
When attempting to view a Trend chart the following error message appears:
Error Message: Adobe Flash Player is Required to View Trend Charts. You can Download
the Player from the Adobe Downloads Site.Please Download and Install Latest Flash
Version From the Following Location: http://www.adobe.com/go/getflashplayer.
Adobe Flash Player is required to view Trend charts.
Verify that Adobe Flash Player Version 9 and above has been installed.
The Speech Analytics Application cannot be opened.

Connection to the Server or one of its Components is Down.
Please try to Open Speech Analytics at a Later Time. If the
Problem Persists, Contact your System Administrator.
Contact the your System Administrator and refer to the System Administration Online
Help for more details.
The following list provides troubleshooting tips for Filter problems you may encounter:
Cannot Find a Contact Group, page 153
Why Cant I See All Groups?, page 154
Groups and Agents, No Search Results are Returned, page 154
Why are Expected Contacts Missing, When Performing a New Search?, page 154
Cannot Find a Contact Group

If you are trying to access a transcribed contact in the Speech Analytics application and
are using the group as a filter, note the following behavior: in the Speech Analytics
application, a contact is associated to a group according to the agent's group association
on the day the contact was recorded. If the agent has since been assigned to a new
group, searching by the new group will not return this contact. Instead, search for the
contact by entering the agent's name only, without selecting a group.
For example, if Sara belonged to Group A on Monday, but was moved to Group B on
Tuesday, if you perform a search on Thursday for her calls recorded on Monday, search
by Group A. Alternatively, just search by Sara's name, and do not use the group as a
filter.

153
Why Cant I See All Groups?

In the Speech Analytics application, you can only view contacts made by agents that
have either been directly assigned to your group(s), or that are assigned to subgroups
of your groups. Therefore, when setting filters, you will not be able to see the entire
organization, unless you were assigned to a group at the top of the organizational
hierarchy, and all search results will include contacts belonging to these agents only.
Group assignment is performed in the Assignment Manager.
Groups and Agents, No Search Results are Returned

In such a scenario, the Speech Analytics application first checks whether the selected
agents belong to the selected group before searching for the contacts. If the selected
agents do not belong to the selected group the search is aborted and therefore no
results are returned.
For this reason, every time you set a filter or a search, verify that the selected agents
are part of the selected group. Do not select an agent that is not part of the selected
group.
For more in-depth information, see Filter List Parameters on page 69.
Why are Expected Contacts Missing, When Performing a New

Search?
When performing a new search, you might be seeing a subset of the Expected results
list. For example, not all of the contact segments you expected will appear in the list.
The reason you are not seeing the full result list for your new search is that Filters for
your previous search are still enabled. Filters are not automatically cleared every time
you create a new search.
If Filters are currently set, the bar above the search results will contain the following:
Filters are currently set
Filter icon
To view the filters that are currently set, place your mouse over the Filter icon above the
results list.
For new searches that do not require previous filters, clear the filters by clicking the
For additional information see Defining Search Filters on page 67 (specifically the
image at the bottom of the page).

154
General Troubleshooting
The following list provides troubleshooting tips for problems you may encounter:
What is the Difference Between the Home Page and the Landing Page?, page 155
User and Password Prompts Appear, page 155
Troubleshooting Popups Appear with a Status Bar in Trusted Sites, page 156
Why Do Tool Bar Options Periodically Appear?, page 156
What is the Difference Between the Home Page and the

Landing Page?
The Trend Analysis tab is displayed when you first open the Speech Analytics
application. For this reason, it is referred to as the Landing page.
When the Home page button is clicked, the Contact Analysis page appears.
The Trend Analysis tab is the Landing page, because it presents the user with up to date
information about the system. For example, the Trend Analysis tab will show the user
which words usage changed significantly.
The Contact Analysis page is the Home page, because its features and contents are
most frequently used for contact search and analysis.
For more in-depth information about these pages refer to:
User and Password Prompts Appear

When using the Portal applications, a dialog box appears, requiring you to enter your
user name and password. Select the instance when this occurs:
During Playback
1
If your system setup does not include trust between the Portal domain and your
own domain, you will always receive this prompt. Enter your login details to
continue.
For IT administrators: the Portal is trying to access audio and screens files on its
storage servers using the http protocol. Storage servers include the servers where
the Voice or VoIP Acquisition Modules, Audio Transfer and Storage Module and
Screen Acquisition Module are installed.
a. Ensure the storage servers are defined as an Intranet sites. This is achieved by
one of the following setups:
Add the storage servers to the list of local Intranet addresses. On each
workstation, from Internet Options, click the Security tab. Select Local
Intranet and click Sites. Click Advanced, and add the storage servers' IP
addresses or FQDNs to the zone. This must match the way your system has

155
been configured (IP vs. FQDN). Contact technical support to check your
system's configuration.
If you use a proxy, add the storage servers' IP address or FQDN to the
Proxy's exception list. On each workstation, from InternetOptions, click the
Connections tab. Click LAN Settings. Ensure the Bypass proxy server
for local addresses check box is selected, and click Advanced. Add the
storage servers' IP addresses or FQDNs to the Exceptions list. This must
match the way your system has been configured (IP vs. FQDN). Contact
technical support to check your system's configuration.
b. Ensure your local Intranet security settings are configured with the Automatic
logon option. On each workstation, from Internet Options, click the Security tab.
Select Local Intranet and click Custom Level. Scroll down to UserAuthentication,
Logon and select one of the Automatic Logon options.
3
Tips for Windows XP and Windows 2000: You can save your user name and
password for automatic logon. In Windows XP this eliminates the prompt, and in
Windows 2000 it remembers the details and you only need to click OK. The next
time the prompt appears, select the Remember my password check box.
When Returning from the Speech Analytics Application

Contact technical support to verify the system configuration. The Portal requires all the
servers involved in web browsing be configured in the same way with regards to naming
(DNS, FQDN or IP addresses). You must browse to the server in the same way.
Troubleshooting Popups Appear with a Status Bar in Trusted

Sites
Popups open with a status bar in a trusted site. This occurs on Windows XP SP2. To
resolve this issue you must enable "Allow script initiated windows without size or
position constraints" in the trusted zone's security properties.
1
In the Internet Explorer, click on Tools and select Internet options.
Select the Security tab and click on the Custom Level button.
Scroll down to the Allow script initiated windows without size or position
constraints option and click on the Enable radio button.
Click OK.
Click Yes.
Click OK.
Why Do Tool Bar Options Periodically Appear?

The toolbar at the top of the Speech Analytics window displays buttons that allow you to
access functionality relevant to the tasks you are performing and to the information
displayed.

156
Playback Troubleshooting
When you are working in the Trend Analysis tab or the Contact Analysis tab (in its Home
Page), the main toolbar is displayed. The main toolbar allows you to access saved
searches, and the filtering and reporting functionality of the application.
The buttons on the toolbar change when you are viewing the Results page. For more
information on the Results page toolbar, see Understanding the Results Page on
page 78.
Playback Troubleshooting
The following list provides troubleshooting tips for Playback problems you may
encounter:
Why is it that I Can only Listen to One Segment When I Have a Metrics for the
Entire Contact?, page 157
There is No Play Icon in the Results Page, page 157
The Player is Not Resized with the Browser Window, page 158
Why Do the Volume Settings of the Player Change?, page 158
Why Do the Screens Appear and Disappear in the Player?, page 158
Why is it that I Can only Listen to One Segment When I Have a

Metrics for the Entire Contact?
I have query result metrics for the entire contact, but I am only listening to one
segment. For example, I cannot see which other segments are part of the contact.
During a contact, each time the customer is transferred, a new segment begins. The
Speech Analytics Application deals with contact segments that are analyzed for business
issues. When working with the Speech Analytics Application, you focus on business
needs that are analyzed per segment.
In the query result metrics, you are provided information per the specific segment as
well as certain metrics regarding the whole contact, such as Average number of holds,
Average number of transfers, Average duration, Average hold time, etc.
To playback the entire contact, access the Portal and use the Quality Monitoring or the
Customer Xperience application to do so.
There is No Play Icon in the Results Page

If you have been assigned the playback filtered on contacts only right in the
Assignment Manager, you will only be able to playback contacts that you have been
granted access to via the contact filters that are defined in the Assignment Manager. The
Speech Analytics application enables you to search for all transcribed contacts but you
can only playback contacts that are defined as part of your filter.

157
The Player is Not Resized with the Browser Window

If you expand the browser window at the time when the segment is being played, the
size of the Speech Analytics Player does not change proportionally to the full window
size, but remains the same.
To have the player size proportional to the browser window size, repeat your search and
then expand the browser window (or resize it as required) before starting the playback.
See Searching in Speech Analytics on page 42.
Why Do the Volume Settings of the Player Change?

When playing back a segment in the Speech Analytics Player, you can adjust the volume
of the playback by using the Volume control of the player. This setting is maintained for
the playback of all segments from the same search results.
However, when you perform a new search, and then play any of the retrieved segments,
the Speech Analytics Player is restored to its default volume.
Why Do the Screens Appear and Disappear in the Player?

By default, when playing back a segment with recorded screens, the Speech Analytics
Player does not display the screens. If you wish to view the screens, you can display
them in a separate window by clicking the View Screens button
.
If, after displaying screens for a segment playback, you continue playing segments from
the same search results, the segments will be played with screens.
However, when you perform a new search, the Speech Analytics Player is restored to its
default settings, and the screens are not automatically displayed during the playback.
For more information on the screen playback, see Viewing Screens on page 125.

The following list provides troubleshooting tips for Speaker Separation problems you
may encounter:
Why is it that I Can Only Listen to One Segment When I Have a Metrics for the
Entire Contact?, page 159
Some of the Contacts in the Search Results do not Include Speaker Separation,
page 159
Failing to Search for Agent or Customer Specific Terms, page 159
The Average Line Value in the Charts is Different from the Average Value, page 160
Number of Contacts Appearing in the Speaker Separation Chart is Different from the
Number of Retrieved Contacts, page 161

158
Why is it that I Can Only Listen to One Segment When I Have a

Metrics for the Entire Contact?
I have query result metrics for the entire contact, but I am only listening to one
segment. For example, I cannot see which other segments are part of the contact.
During a contact, each time the customer is transferred, a new segment begins. The
Speech Analytics Application deals with contact segments that are analyzed for business
issues. When working with the Speech Analytics Application, you focus on business
needs that are analyzed per segment.
In the query result metrics, you are provided information per the specific segment as
well as certain metrics regarding the whole contact, such as Average number of holds,
Average number of transfers, Average duration, Average hold time, etc.
To playback the entire contact, access the Portal and use the Quality Monitoring or the
Customer Xperience application to do so.
Some of the Contacts in the Search Results do not Include

Speaker Separation
When playing back certain contact segments, you may notice that some of them show
separate flows for the Agent and Customer and others do not. That is, although the
Speaker Separation feature is enabled in your system, some of the contact segments
are not displaying it.
Although Speaker Separation is enabled in your system, your system may be working in
mixed mode. For example, it contains segments recorded with Speaker Separation and
segments recorded without Speaker Separation.
This can occur when:
Only some of the recording units have been configured with Speaker Separation and
therefore segments recorded by Non Speaker Separation configured acquisitions
units will not display Speaker Separation properties.
Your system was updated from earlier versions of Speech Analytics where the
Speaker Separation feature was not supported and therefore the segments do not
display Speaker Separation properties.
Failing to Search for Agent or Customer Specific Terms

When searching for keywords specifically spoken by an Agent or a Customer, the text
queries that perform the search are built using the A: or C: operator respectively.
The results may not appear due to spacing issues when entering the operators. Ensure
there is no space between the semicolon (:) and the keyword(s) for which you are
searching. If there is a space after the semicolon the search will not work.
For example, A:help will work whereas, A: help will not.

159
The Average Line Value in the Charts is Different from the

Average Value
As shown in the following image, the average line value of the following charts is
different from the average value in the top right corner of each chart.
Duration
Number of Holds
Number of Transfers
Total Hold Time
Agent Talk-Time Percentage
Customer Talk-Time Percentage
Silence-Time Percentage
Talk-Over-Time Percentage
The line that appears across the charts represents the average number of contact
segments per group.
The average value at the top of the charts represents the average of the examined
parameter, for example the average duration.
It is important to note that the Speaker Separation charts only include segments
recorded with the Speaker Separation feature. Therefore, an asterisk appears next to
the calculated average.
For additional information see Using Charts on page 98.

160
Searches Troubleshooting
Number of Contacts Appearing in the Speaker Separation

Chart is Different from the Number of Retrieved Contacts
This topic is relevant for charts that are specific to Speaker Separation.
With Speaker Separation enabled, your system may be working in a mixed mode. For
example, it contains segments recorded with Speaker Separation and segments
recorded without Speaker Separation. This can occur if some of the recording units have
been configured with Speaker Separation and others have not, or when your system
was updated from earlier versions of Speech Analytics.
In such systems, Speaker Separation data 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.
Segments recorded without Speaker Separation, if such are included in the result set,
are omitted from the chart. As a result, the number of segments in such a chart is lower
than the number of the segments in the result set.
Example, lets say you have 1000 calls but only 800 contain Speaker Separation. If you
view the Agent Talk time chart (Speaker separation metric) in the Home Page the chart
will be calculated according to 800 contacts.
For additional information, see Speaker Separation on page 14.
The following list provides troubleshooting tips for Search problems you may encounter:
Why are Expected Contacts Missing, When Performing a New Search?, page 161
Viewing More than 10,000 Search Results, page 162
Search Results are Not Accurate, page 162
Why Can't I Search by Keyword?, page 163
No Contacts are Available, page 163
When Filtering by Groups and Agents, No Search Results Are Returned, page 163
Difference Between the Autocompletion Suggestions and the More Suggestions,

page 163
Why are Expected Contacts Missing, When Performing a New

Search?
When performing a new search, you might be seeing a subset of the Expected results
list. For example, not all of the contact segments you expected will appear in the list.
The reason you are not seeing the full result list for your new search is that Filters for
your previous search are still enabled. Filters are not automatically cleared every time
you create a new search.

161
If Filters are currently set, the bar above the search results will contain the following:
Filters are currently set
Filter icon
To view the filters that are currently set, place your mouse over Filter icon above the
results list.
For new searches that do not require previous filters, clear the filters by clicking the
For additional information see Defining Search Filters on page 67 (specifically the
image at the bottom of the page).
Viewing More than 10,000 Search Results

When viewing the search results, note that for each search, the results are ranked and
then presented in descending relevancy of the assigned rank. To learn more about
ranks, see Understanding the Results List on page 80. The total number of results and
the percentage of calls these represent are always displayed at the top of the results
page, but only the top 10,000 contacts are sorted and presented. The total number and
percentage are also available in the Speech Analytics reports. For more information on
reports, see on page 131.
If a review of more than 10,000 individual calls is required on a particular search or
topic, the search can easily be split into several searches. For example, you can perform
the search by smaller time units. If the search was intended for the last three weeks,
you can split it to include only one week at a time. For searches that may generate even
more results, you can split the results by day or even by time of day, duration or any
mutually exclusive meta-data.
Search Results are Not Accurate

If some information which you were looking for was updated in the last hour, the
updates may not be available yet from the Speech Analytics application. That's why the
search results are not accurate.
The availability of this information in the Speech Analytics application depends on the
type of the search.
In searches that use the <All> options and do not specify any particular parameters,
the updated information becomes available within an hour upon the change.
For example, if an agent was deleted in the last hour, and you perform a search for all
groups immediately after the deletion, the deleted agent will still appear in the Portal.
Similarly, if an agent was transferred to another group, the search results will still show
the agent in the previous group.
Yet, searches in which you specify the parameters to retrieve and do not use <Any>
options are always up-to-date and bring the most update information.
1
While performing a search, do not use the <All> options, but specify the
parameters to search for.
If you want to use the <All> option, perform the search in about one hour after the
information you are looking for was modified.

162
Why Can't I Search by Keyword?

The ability to perform a search according to keywords or phrases is controlled by a right
that must be assigned to you in the User Management > Roles Setup area. If you do not
have the Search by Keyword right, you will not be able to perform keyword searches.
No Contacts are Available

When you open Speech Analytics, the number of transcribed contacts currently available
is indicated. If no contacts are available:
Verify that you have opened the Speech Analytics Management Tool, and that an
index has been activated, before opening the Speech Analytics application.
Ensure that the active index is configured properly in the Speech Analytics
Management Tool.
When Filtering by Groups and Agents, No Search Results Are

Returned
In such a scenario, the Speech Analytics application first checks whether the selected
agents belong to the selected group before searching for the contacts. If the selected
agents do not belong to the selected group the search is aborted and therefore no
results are returned.
For this reason, every time you set a filter a search, verify that the selected agents are
part of the selected group. Do not select an agent that is not part of the selected group.
For more in-depth information, see Filter List Parameters on page 69.
Difference Between the Autocompletion Suggestions and the

More Suggestions
The Speech Analytics application offers Autocompletion when searching. As you type a
word, the Speech Analytics application starts searching and automatically displays a list
of the possible word's completions.
More Suggestions is a link at the right-hand side of the search.
Autocompletion is a list of words that are semantically related by word stems. It ensures
correct word spelling and decreases the amount of time spent typing words. In addition,
the Autocompletion list, which is compiled from words that were detected in transcribed
calls, gives you suggestions regarding other words that Speech Analytics identified as
possibly related to the word you are typing, and provides valuable information about
these words' usage.
The More Suggestions drop-down list provides a context based suggestion list for your
text queries. The suggestions give you ideas on other related words to search for and
can help you adjust your query or come up with a better alternative for your word.
For more in-depth information about the Autocompletion list and the More Suggestions
list see Guided Search on page 53.

163
Trends Troubleshooting
Trends Troubleshooting
The following list provides troubleshooting tips for Trends problems you may encounter:
What is the Difference Between the Home Page and the Landing Page? on page 164
Trend Analysis Results are Not Available on page 164
What is the Difference Between the Home Page and the

Landing Page?
The Trend Analysis tab is displayed when you first open the Speech Analytics
application. For this reason, it is referred to as the Landing page.
When the Home page button is clicked, the Contact Analysis page appears.
The Trend Analysis tab is the Landing page, because it presents the user with up to date
information about the system. For example, the Trend Analysis tab will show the user
which words usage changed significantly.
The Contact Analysis page is the Home page, because its features and contents are
most frequently used for contact search and analysis.
For more in-depth information about these pages refer to:
Trend Analysis Results are Not Available

Trend analysis returns results only if the number of contact segments for the selected
time frame is sufficient and only during time periods in which trend history is available.
The minimal data thresholds are:
Daily analysis - 3 weeks' worth of data.
Weekly analysis 4 weeks' worth of data.
Long-term analysis (from month to year) - a worth of data of the selected time
period. For example, for monthly trend analysis, a month's worth of data is
required.
When calculating trend statistics, the Speech Analytics solution excludes from its
calculations days with exceptionally low call volumes. These are considered days with
less than 700 calls or the days in which the number of calls is significantly lower than
the median number of calls from the date when the tracking started.
In addition, you cannot select dates and time periods for which Trend history is not
available. For example, if Trend History is available from December 15th, 2011, all dates
prior to this date will be disabled for selection.
If there is no data for a requested date, data is retrieved for the closest date to the
selected date and is indicated in the Trends banner by a blue asterisk.

164
Quick Reference Guide

Building Advanced Text Queries in Speech Analytics
Speech Analytics provides enhanced search capabilities enabling guided searches for your business issues. This guide is aimed
at advanced users of Speech Analytics and familiarizes users with the sophisticated search capabilities available.
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
improve query efficiency and can be combined with the use of operators.
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.
IMPORTANT
The following characters cannot be used: Underscore (_), Equal sign (=), Backslash (\), Arrow heads (<>),
Question mark (?)
Square brackets ([]) can only be used as part of the [START] and [END] operators.
Operators AND, NOTIN, NEAR, [START], and [END] must be entered in upper case only.
NOT, if typed in capital letters, is regarded as an operator. Searches with the NOT operator retrieve results where
one term is more dominant than the other. For example, "bill NOT credit" will retrieve contact segments where "bill"
is more dominant than "credit". Contact segment containing "credit" will be assigned lower ranks than results
containing "bill" only. Contact segments where "credit" is more dominant than "bill" will not be retrieved.
keywords or phrases for which you are searching are not case-sensitive.
Avoid searching for frequently used words (for example, hello or "yes"). Widely used terms by nature do not
point to specific issues; therefore contacts where these words are found receive lower ranking, which might
prevent them from appearing in search results.
If you want to...
Definition Syntax
Example
Search results include...
Retrieve contacts
containing a word of
interest.
Enter the word o f interest.
account
Contacts where the word account was used.
Retrieve contacts
containing a certain phrase
or compound word
(consisting of two words).
Enter your phase enclosed in

double quotes.
close my
account
All contact where the phrase closes my account was used. When searching
for a compound word (a word made up of two words, like checkbook), use
the autocompletion list to determine whether checkbook has been
identified as one word or two.
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".
Retrieve contacts
containing a keyword but
excluding its usage in
irrelevant contexts.
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).
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" etc. Note that the order of the keywords is significant. 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.
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, with 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.
Quick Reference Guide
If you want to...
Definition Syntax
Example
Search results include...
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, with 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.
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]welco
me
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).
Contacts where a specific

word or phrase is
encountered in the call's
opening, among a certain
number of first words.
Inside the [START] operator,

specify the required number
of words after the colon (:).
[START:60]wel
come
Contacts where the word "welcome" was used in the call opening, among
the first 60 words of the conversation (around 20 seconds on average).
Contacts where a specific

word or phrase is
encountered in the call's
closing, among a certain
number of last words.
Inside the [END] operator,

specify the required number
of words after the colon (:).
[END:60]"than
k you"
Contacts where the phrase "thank you" was used in the call's closing,
among the last 60 words of the conversation (around 20 seconds on
average).
Override the default

search mechanism used
for a single-term search,
forcing the IDF weighting
to be applied in the search
logic.
Use the IDF keyword: [IDF]

before the search entry
[IDF] late
charge
Contacts containing the phrase late charge, and for which the system
based its search logic on the IDF weighting, which evalutes how important a
term is in the index based on the terms frequency in the index. IDF
diminishes the weight of terms that occur very frequently, and increases the
weight of terms that occur rarely.
Building More Complex Text Queries

By combining operators, words and phrases, you can build more complex and specific text queries, narrowing search results to
the most relevant contact segments only. Use the parenthesis () to group parts of your query. The following are some
examples of more complex queries.
NOTE
(call NEAR back) NOTIN "call back today" - this query will retrieve all contact segments where phases similar to "call
you back", "call me back", "didn't not call me back" were detected, excluding the segments where the phrase "call back
today" was found.
"called before" "called yesterday" "called earlier" - this query will retrieve contact segments where one or more of
these phases were used: "called before", "called yesterday", or "called earlier".
[END:60]C:"thank you" - with such a text query, the Speech Analytics application will retrieve contact segments where
customers used the phrase "thank you" in the call's closing, among the last 60 words (around 20 seconds on average) of
their part of the conversation.
[START](how NEAR can NEAR help) - this query will retrieve contact segments where the phrase "How can I help
you?" or similar phrases (for example, "How can we help you?") was used in the call's opening, among the first 100 words
of the conversation (around 30 seconds on average).
[START]close NEAR account / [START](close NEAR account) - these two queries will retrieve the same results - all
contact segments containing phrases such as close my account, close your account, close the account,
close my recent account and similar in the call's opening, among the first 100 words of the conversation.
You cannot use parenthesis after Speaker Separation operators (A: or C:). If you want to combine other operators with
A: and C:, place these operators before every operand. For example, a query which reads A:(close NEAR account) is
not valid. You can replace this query with A:close NEAR A:account.
If you want to use the plus (+) or minus (-) sign before the [START] or [END] operator, you must enclose the operator in
parenthesis. For example, +[START:50]account is not a valid expression. Instead, write +([START:50]account).

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Trends and Trend Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Drilling Down from the Plot Manager . . . . . .

Contact Search and Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Speech Analytics Essentials User Guide

History Bar Items . . . . . . . . . . . . .

Playing Back Contacts in Speech Analytics. . . . . .

Ranking and Document Relevancy . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Speech Analytics Essentials User Guide

Frequently Asked Questions . . . .

Retrieving Information: Recall Vs. Relevancy . .

Reports and Data Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Building Advanced Text Queries in Speech Analytics . . . . . . . . . . . . . . . . . . . . . . 165

Speech Analytics Essentials User Guide

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

Speech Analytics Trends Dashboard, page 17

Chapter 1 - Getting Started

Accessing the Speech Analytics Application

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Understanding the Speech Analytics Window

Under Speech Analytics, click an instance to open it.

Understanding the Speech Analytics Window

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Understanding the Speech Analytics Window

Query Result Metrics

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Data Analyzed by Speech Analytics

Data Analyzed by Speech Analytics

Transcribed Contacts, page 11

Online Data, page 11

Trends Data, page 12

Time Period Covered, page 11

Authorized Data and Operations, page 12

Time Period Covered

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Data Analyzed by Speech Analytics

Authorized Data and Operations

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Contact Segment Transcription

Contact Segment Transcription

Speech Analytics Tasks

Start your Work Session, page 14

Contact Search, page 14

Speaker Separation, page 14

Speech Analytics Essentials User Guide

Chapter 1 - Getting Started

Speech Analytics Tasks

Start your Work Session

New search capabilities

Speech Analytics Essentials User Guide