You can define synonyms or alternate words that the keyword recognition system can detect in place of the configured keywords or phrases. For example, you can set the system to consider the word invoice as bill of materials, or vice-versa. Similar to keywords, you can categorize and group the synonyms into a synonym list. The Synonyms dashboard displays a table of the synonyms list.
Accessing the Synonyms Configuration
To access the synonyms configuration, on the WFO tab, click SpeechIQ > Configuration > Synonyms.
The Synonyms window, displaying all the added synonym words, appears.
- To search for a specific synonym, use the Filter field.
- To customize the table columns view, see instructions in the Customizing a Table section in Reporting.
- To delete a synonym list, select the synonym list that you want to delete and click Delete.
- To refresh the list, click the Refresh icon (
).
Adding a New Synonym List
To add a new synonym list:
- In the Synonyms window, click New.
The New Synonym List popup window appears.
- Specify a name for the synonym list.
- Click Save.
The new synonym list appears on the table. Once you created a new synonym list, you can add synonyms or keywords to the list.
Adding Synonyms into a Synonym List
You can add unlimited synonyms to a synonym list.
To add synonyms into a synonym list:
- In the Synonyms window, double-click the synonym list.
- On the Synonyms tab of the synonyms details page, click New.
- Enter the new synonyms that you want to add to the synonym list.
- Click Save.
- To search for a specific synonym, use the Filter field.
- To modify a synonym, select the synonym that you want to modify and click Edit or double-click the word, and make the changes in the Edit Synonym popup window.
- To delete a synonym, select the word that you want to delete and click Delete.
- To refresh the list of synonyms, click the Refresh icon ().
The History tab displays the change history of the selected synonym list. The table shows the description of the changes made, the name of the user, and the date and time of all changes. The timestamp in the Changed On column is represented in Eastern Time.
Modifying a Synonym List
To modify the details of a synonym list:
- In the Synonyms window, select the synonym list that you want to modify and click Edit. Alternatively, in the Synonyms window, double-click the synonym list that you want to modify, and then click the Settings tab.
- Change the name of the synonym list and click Save.