The Keyword Summary report provides a consolidated list of keywords that have been used by both agents and customers. The report can also display the UUIDs of all keywords, the number of keywords, the number of calls with hits, the percentage of total calls, the average agent sentiment, the average customer sentiment, and the average of both customer and agent sentiments. To include/exclude items from the summary, click on the drop-down arrow on each column, select Columns, and select the required checkboxes.
To access the Keyword Summary report, on the WFO tab, click Conversation Reporting > Keyword Summary.
- To access a report for a different period or for different parameters, use the Advanced Search icon (
). For more information, see Creating a Saved Search - To add the report as an automated report, see Creating Automated Reports.
- To export a report to a Microsoft Excel workbook, click the Export icon (
). - To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Report Data Descriptions
The following table describes the statistics displayed in the report.
| Statistic | Description |
|---|---|
| Keyword List | Click on the keyword list name to view all the keywords configured for the list. |
| Keyword List UUID | The UUIDs (identifiers for recordings) that are applicable for the keyword list. |
#of Keywords | Number of keywords used in the interaction. |
| #of Calls with Hits | Number of calls in which the selected keyword list appears. |
| % of Total Calls | Percentage of total calls with the selected keyword list. |
| Avg Agent Sentiment | The average sentiment from the agent. |
| Avg Customer Sentiment | The average sentiment from the customer. |
| Avg Both Sentiment | The average sentiment from both the agent and the customer. |