The Word Cloud feature selects words used by both an agent and the customer during a call. A word cloud is generated based on the keyword lists that you have configured in SpeechIQ. The Word Cloud feature enables the assessors to quickly identify the use and frequency of keywords.
For information about how to create keyword lists, see Keyword Lists.
Accessing the Word Cloud Window
To access the Word Cloud window, on the WFO tab, click SpeechIQ > Word Cloud.
The Word Cloud window is displayed with the keywords used in the current week by the agents and customers on the left and right panels, respectively.
- You can access the word cloud or the list of keywords for a different period or for different parameters using the Advanced Search icon (
). For more information, see Creating a Saved Search. - You can switch between the cloud view and the list view by clicking the Word Cloud tab or the List View tab.
- If you are viewing the keywords in list view, you can customize the table. For more information, see Customizing a Table in SpeechIQ Reporting.
Understanding the Word Cloud
Keywords appear in the word cloud in different variants of blue color, based on the count of keyword usage; that is, the most used keyword appears in the darkest blue. You can hover over a keyword to see how many times the agent or customer has used it.