The Word Cloud window picks words from the conversation used during the call by both the agent and the customer. A word cloud is generated based on the keyword lists that you have configured in SpeechIQ. Word Cloud enables the assessors to quickly identify the usage and frequency of keywords. 

For information about how to create keyword lists, see Keyword Lists. 

Accessing the Word Cloud

To access the Word Cloud, on the WFO tab, click SpeechIQ > Word Cloud. 

The Word Cloud window appears, displaying the keywords used in the current week by the agents and customers on the left and right panels, respectively. 

  • You can access the word cloud or the list of keywords for a different period or for different parameters by using the Advanced Search icon (). For more information, see Saved Search Management.
  • You can switch between the cloud view and the list view by clicking the Word Cloud tab or the List View tab.
  • If you are viewing the keywords in ListView, you can customize the table. For more information, see the Customizing a Table section in SpeechIQ Reporting.

Understanding the Word Cloud

Keywords appear in the word cloud in different variants of blue color, based on the count of keyword usage; that is, the most used keyword appears in darkest blue. You can hover over a keyword to see how many times the agent or customer has used it.

You can see the differentiated word clouds for agents and customers only if your calls are recorded in Dual Channel. If your recordings are Single Channel, you can see only a single word cloud in which all keywords used by both agents and customers are displayed.