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The Word Cloud window picks words from the conversation used during the interactions by both the agent and the customer. A word cloud is generated based on the keyword lists that you have configured in Speech IQ. Word Cloud enables the assessors to quickly identify the usage and frequency of keywords. 

For information about how to create keyword lists, see Keyword Lists Help

Generating a Word Cloud

  1. Click the Advanced Search icon.
    The  Search window appears.
  2. As required, specify values in the fields and sections.

    Section

    Description

    Channels

    Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions. 

    You can select multiple channels.

    Date Selector

    Time period (either a date range or a custom period) for the report or recordings.

    DurationMinimum and maximum duration of interactions (in seconds) for the report or recordings.
    Phone Numbers

    Phone numbers of inbound or outbound interaction. You can specify multiple numbers by pressing Enter after entering each number in the text box.

    Agents

    Agents who performed the interaction.

    • To add agents, in the Available section, select their names, and then click To remove agents, in the Selected section, select their names, and then click .
    • You can filter the names in the sections by using the Filter by name box.
    • You can revert your changes by clicking .
    Agent Teams

    Agent teams to which the interaction belongs. 

    Keywords

    Keywords used by agents or customers.

    • To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click  . 
    • If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox.
    • You can customize the table by using the arrow next to a column heading.  
    • You can delete a keyword by hovering over it in the table and then clicking .
    Interaction UUIDs

    Interaction UUIDs (identifiers for recordings) that are applicable for the interactions. You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent UUIDs

    Interaction intent UUIDs that are applicable for the interactions. You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent Types

    Interaction intent types that are applicable for the interactions.

    Skills

    Skills assigned to the agents.

    Call Centers

    Call centers that are applicable for the interactions.

    Services

    Services that are applicable for the interactions.

    Assessors

    Assessors that are applicable for the interactions.

    Scorecards

    Scorecards that are applicable for the interactions.

    Scorecard Grades

    Scorecard grades that are applicable for the interactions.

    Metadata

    Metadata that are available for the interactions. 

    • To add metadata, in the Select Metadata field, select the metadata, and then, in the Possible Values cell, enter a value for the metadata.
    • You can customize the table by using the arrow next to a column heading. 
    • You can delete a keyword by hovering over it in the table and then clicking .
    Silence Percentage

    Minimum and maximum duration of silence in voice calls (in percentage).

    Talk Over PercentageMinimum and maximum duration of talk in voice calls (in percentage).
    Sentiment

    The sentiment (positive, neutral, or negative) of customers, agents, or both.

    Tags

    Tags that are applicable for the interactions.

    Trusted PartnersThe clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in LiveVox Portal. 
  3. Click Apply.

Saved Search

If you frequently search for a word cloud by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

  1. Click the Advanced Search icon.
    The  Search window appears.
  2. As required, specify values in the fields and sections.

  3. Click Save.
    The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon.

Understanding 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 darkest blue. You can hover over a keyword to see how many times the agent or customer has used it.

You can see the differentiated word clouds for agents and customers only if your calls are recorded in Dual Channel. If your recordings are Single Channel, you can see only a single word cloud in which all keywords used by both agents and customers are displayed. 
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