Word Cloud Help

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

Generating a Word Cloud

1. Click the Advanced Search icon.
   The  Search window appears.

2. As required, specify values in the fields and sections.

   Field Descriptions

   Section	Description
   Channels	Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions.  You can select multiple channels.
   Date Selector	Time period (either a date range or a custom period) for the report or recordings.
   Duration	Minimum and maximum duration of interactions (in seconds) for the report or recordings.
   Phone Numbers	Phone numbers of inbound or outbound interaction. You can specify multiple numbers by pressing Enter after entering each number in the text box.
   Agents	Agents who performed the interaction. To add agents, in the Available section, select their names, and then click . To remove agents, in the Selected section, select their names, and then click . You can filter the names in the sections by using the Filter by name box. You can revert your changes by clicking .
   Agent Teams	Agent teams to which the interaction belongs.
   Keywords	Keywords used by agents or customers. To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click  .  If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox. You can customize the table by using the arrow next to a column heading.   You can delete a keyword by hovering over it in the table and then clicking .
   Interaction UUIDs	Interaction UUIDs (identifiers for recordings) that are applicable for the interactions. You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box.
   Interaction Intent UUIDs	Interaction intent UUIDs that are applicable for the interactions. You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box.
   Interaction Intent Types	Interaction intent types that are applicable for the interactions.
   Skills	Skills assigned to the agents.
   Call Centers	Call centers that are applicable for the interactions.
   Services	Services that are applicable for the interactions.
   Assessors	Assessors that are applicable for the interactions.
   Scorecards	Scorecards that are applicable for the interactions.
   Scorecard Grades	Scorecard grades that are applicable for the interactions.
   Metadata	Metadata that are available for the interactions.  To add metadata, in the Select Metadata field, select the metadata, and then, in the Possible Values cell, enter a value for the metadata. You can customize the table by using the arrow next to a column heading.  You can delete a keyword by hovering over it in the table and then clicking .
   Silence Percentage	Minimum and maximum duration of silence in voice calls (in percentage).
   Talk Over Percentage	Minimum and maximum duration of talk in voice calls (in percentage).
   Sentiment	The sentiment (positive, neutral, or negative) of customers, agents, or both.
   Tags	Tags that are applicable for the interactions.
   Trusted Partners	The clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in the platform.

3. Click Apply.

Saved Search

If you frequently search for a word cloud by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon.

Understanding 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.