The Keyword Usage report shows the statistics of keyword usage by both agents and customers in the last three days including the current date. The dashboard also displays the UUIDs of all keywords. Click on the chart icon (
) to view the statistics in chart form.
Report Data Descriptions
The following table describes the statistics displayed in the report.
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You can click on the highlighted values to view the detailed data. |
Generating the Report
- Click the Advanced Search icon.
The Search window appears. As required, specify values in the fields and sections.
Expand title Field Descriptions Section
Description
Channels Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions.
Tip icon false You can select multiple channels.
Date Selector Time period (either a date range or a custom period) for the report or recordings.
Duration Minimum and maximum duration of calls (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.
Tip icon false - 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.
Tip icon false - 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.
Tip icon false - 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 calls (in percentage).
Talk Over Percentage Minimum and maximum duration of talk in calls (in percentage). Sentiment The sentiment (positive, neutral, or negative) of customers, agents, or both.
Tags Tags that are applicable for the interactions.
Trusted Partners The clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in the platform. - To add agents, in the Available section, select their names, and then click
- Click Apply.
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Saved Search
If you frequently search for a report by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.
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You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon. |
Automated Reports
You can have the reports automatically generated and shared at a specific frequency and time. These automated reports are updated in real-time and delivered to the selected email recipients in a comma-separated value file.
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