The Key Phrase Report provides a summary of the new words and phrases from the interactions that are not already a part of an existing Keyword List. This helps to identify new words and phrases that can either be added to a Keyword List or ignored.
The Key Phrases tab of the Key Phrase Report window displays the keywords used in the current week by the agents and customers on the left and right panels, respectively.
- To access the list of key phrases for saved search criteria, select the saved search in the Saved Search field.
- Use
to specify different search criteria. - You can switch between the cloud view and the list view by clicking the Word Cloud tab or the List View tab.
Key phrases 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 phrase appears in the interactions.
To add a key phrase to a keyword list:
- Navigate to WFO > Conversation Reporting > Key Phrase Report.
- In the Agent Key Phrase Overview or Customer Key Phrase Overview section, click List View.
- Select the Key Phrase(s) from the list and click
. - Enter the name in the Name field. To use an existing keyword list click
and select the required keyword list from the Select field. - Add any additional keywords separating them using a comma (,).
- Click Save.
You may not want a few words identified by the system during various interactions to be added to the keyword lists. These words can be added to the ignore list. To add key phrases to the ignore list:
- Navigate to WFO > Conversation Reporting > Key Phrase Report.
- In the Agent Key Phrase Overview or Customer Key Phrase Overview section, click List View.
- Select the Key Phrase(s) from the list and click
. - In the Confirm screen click OK.
- The Ignore List tab provides a list of all the key phrases that are added to the ignore list.
- To delete a word from the Ignore List, select the word and click
.