LiveVox’s Keyword Modeling is an intelligent way to identify the keywords that are most commonly used in various interactions. Transcribed interactions are analyzed, and words or phrases are identified based on both frequency and significance of words. 

Words and phrases that are similar are grouped into Keyword Topics which can be analyzed to determine if the words/phrases represent a significant number of Interactions. Additionally, Keyword Topics can be edited to ensure accuracy by adding and deleting words and phrases from the list. Once a Keyword Topic is determined to be of value, it can be published into a Keyword List directly from the model.

Keyword Lists help managers and assessors score interactions, check for quality compliance, and assist in developing relevant training and coaching materials.

Accessing Keyword Modeling

To access the Keyword Modeling, on the WFO tab, click Conversation Configuration > Keyword Modeling. The Keyword Model Topic Lists window displays all the available books.

  • Click  to search for specific Keyword Topics.
  • Click the Active Only check box to list only the active Keyword Topics.

LiveVox Portal auto-generates Keyword Topics that can be modified to suit your organization’s requirements. You can also create a Keyword Topic manually.

Creating a Keyword Topic

To create a new Keyword Topic:

  1. On the Keyword Model Topic Lists window, click . The following window is displayed:
  2. In the Settings tab, under General Settings, enter a name for the Keyword Topic in the Name field.

  3. In the Keywords section, click to add keywords to the Keyword Topic. 

  4. Enter a keyword in the space under the Keyword column. You can add as many keywords as required.
  5. Click the Active button to make the Keyword Topic active.
  6. Click Save to save the Keyword Topic.

Viewing Details of a Keyword Topic

To view the details of a Keyword Topic:

  1. On the Keyword Model Topic Lists window, double-click the Keyword Topic you want to view. The window for the Keyword Topic is displayed.
  2. In the Settings tab, the Keywords section contains all the keywords for the Keyword Topic listed. Details such as Mentions, Topics, Score, Updated By, and Updated Date are mentioned in this section. You can edit the details to make any changes necessary. See Editing a Keyword Topic documented below.
  3. The Analyze tab provides a detailed analysis of the Keyword Topic. Details such as Total Interactions and Match Mentions for the keywords in the Keyword Topic are available.

    1. To filter the results:
      1. Select Channel from the following dropdown options - Agent, Customer, or Either.
      2. Select a timeframe from the Date dropdown.
      3. Click Search. The Total Interactions and Match Mentions for the selected criteria are displayed.
    2. Click View Interactions to view the interactions for the selected criteria. The Search and Score screen opens where the interactions for the filter criteria are displayed.
  4. The History tab provides details of all the changes made to the Keyword Topic. Name, Created By, Created Date, and Description of each keyword topic are displayed.

Editing a Keyword Topic

To edit an existing Keyword Topic:

  1. On the Keyword Model Topic Lists window, double-click the Keyword Topic you want to edit. The window for the Keyword Topic is displayed.
  2. In the Settings tab, under General Settings, modify the name for the Keyword Topic in the Name field.
  3. You can add or delete a keyword in the Keywords section.  
    1. To add a new keyword, click and enter a keyword in the space under the Keyword column.
    2. Double-click a keyword to edit the keyword.

    3. To delete a keyword, select the keyword and click the button.

      • Use  to search for a specific keyword.
      • Click button to refresh the keywords listed for the Keyword Topic.
  4. Click to delete the Keyword Topic.

Publishing a Keyword Topic

You can use the Keyword Topics to create Keyword Lists. Use a single Keyword Topic or select multiple Keyword Topics to create a Keyword List.

To create Keyword Lists, you must publish the Keyword Topic.

To publish Keyword Topic(s):

  1. On the Keyword Model Topic Lists window, select the Keyword Topic(s) using the check box.

  2. Click  to publish the Keyword Topic.

    You can also double-click the Keyword Topic and then click Publish from the details page.

    The Publish Keyword Topics window appears.

  3. Specify a name for the Keyword List in the Keyword List Name field.
  4. Click Save.
    The Keyword List is saved. You can navigate to SpeechIQ > Configuration > Keyword Lists to view the Keyword List.

Merging Multiple Keyword Topics

You can merge multiple Keyword Topics into a single Keyword Topic. To merge Keyword Topics:

  1. On the Keyword Model Topic Lists window, select multiple Keyword Topics using the check box.
  2. Click to merge the Keyword Topics.
    A Confirm window is displayed.
  3. Click OK.

Copying a Keyword Topic

To copy a Keyword Topic:

  1. On the Keyword Model Topic Lists window, select the Keyword Topic you want to copy using the check box.
  2. Click to copy the Keyword Topic.
    A Confirm screen is displayed.
  3. Click OK.

Deleting a Keyword Topic

To delete a Keyword Topic:

  1. On the Keyword Model Topic Lists window, select the Keyword Topic you want to delete using the check box.

  2. Click to delete the Keyword Topic.
    A Confirm screen is displayed.

    You can also double-click the Keyword Topic and then click Delete from the details page.

  3. Click OK.