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, selectColumns, 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