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Quality Management and Speech Analytics Interaction Filter Overview
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Quality Management and Speech Analytics Interaction Filter Overview

 

Details

This article provides an overview of the filters available when searching for interactions in Quality Management and Speech Analytics.

Filter Types

I’ve grouped the filters available in interaction search into different areas of filtering as follows:

Action Choose interactions with specific actions taken by an agent during a call or not take by an agent during a call
Agent Choose interactions associated or not associated with one or more agents
Caller Choose interactions associated or not associated with one or more callers
Content Choose interactions which have or do not have specific content in the transcript of the interaction
Metadata Choose interactions or not choose interactions which have some specific characteristics not covered by the other filters
Search limit Limit the returned interactions to a percentage of all interactions that fit the other criteria for the search chosen randomly
VCC info Choose interactions which have or do not have specific VCC related information associated with them

 

Filters By Type

Action

  • Conferences - number of conferences during interaction

  • Mute count - number of times the interaction was placed on mute

 

Agent

  • Agent ID

  • Agent name

  • Agent supervisor - assigned supervisor at time of interaction

  • Agent trainer - assigned trainer at time of interaction

  • Extension number - telephone extension number

  • Main group - main group assigned to the agent

  • Site - intereactions recorded at a specific site

 

Caller

  • Called ID - number dialed

  • Called name - name of the device dialed

  • Caller name - caller ID name as reported caller's telephone

  • Caller phone number - caller phone number as reported caller's telephone


 

Content

  • Content matched - number of speech events matched in a topic or category

  • Spoken words/transcript - words and/or phrases spoken either party

  • Spoken words/transcript by agent - words and/or phrases spoken agent

  • Spoken words/transcript by caller - words and/or phrases spoken caller

  • Topic category - SA category

  • Topics - SA topic

  • Topics by agent/speaker 1 - SA topic

  • Topics by caller/speaker 2 - SA topic

 

Metadata

  • Average agent clarity - average voice clarity percentage

  • Average emotion overall

  • Average over-talk - average overtalk percentage of all participants during interaction

  • Custom field - custom field value

  • Custom field 02 to 14 - custom field value (each is a separate filter)

  • Draft evaluation

  • Draft Y/N

  • Evalutaions exist

  • File size (audio and video)

  • File size (audio only)

  • File size (video only)

  • Has notes

  • Hold duration

  • Holds - number of times the interaction was placed on hold

  • Interaction direction

  • Interaction duration

  • Interaction GUID

  • Interaction source

  • Interaction status - in progress or completed

  • Interaction type - media type

  • Is shared - is the transaction shared with others

  • Is transcribed - does the interaction have a text transcription

  • Labels - labels that have been added to the transaction

  • Meeting URL - meeting url

  • Number dialed - outbound interactions number dialed

  • Snipped from - records that were snipped from a parent in

  • Snipped source - how they were created

  • Transaction code 1 to 5 - data added to transaction code X (each is a separate filter)

  • Transferred - intereaction was transferred

  • Transferred from - extension interaction was transferred from

  • Transferred to - extension interaction was transferred to

  • UIID - Snippet parent - parent interaction the interaction was snipped from

  • Unique Interaction ID (UIID) - Unique Interaction Identifier


 

Search limit

  • Randomize search by - returns a certain percentage of interactions randomly


 

VCC info

  • VCC agent notes

  • VCC Channel name

  • VCC queue name

  • VCC Queue number

  • VCC Status

  • VCC Transaction ID

 

Each filter uses a different set of operators depending on the type of data the filter accesses.  Below is a table of operators and the abbreviations used for those operators in the Filter Operators table below that.

 

Operator Abbreviation
contains C
integer value #
is Is
isn't Isn't
is empty MT
isn't empty NMT
is less than <
is equal or less than <=
is greater than >
is equal or greater than >=
No N
Yes Y
doesn't contain NC
starts with SW
ends with EW

 

Available Operators Table By Filter

The table below lists all of the operators that can be used for each filter.  The operators are listed by the abbreviations shown above.

Filter Available Operators
Agent ID C, Is, Isn't, MT, NMT
Agent name C, Is, Isn't, MT, NMT
Agent supervisor C, Is, Isn't, MT, NMT
Agent trainer C, Is, Isn't, MT, NMT
Average agent clarity Is, Isn't, <, <=, >, >=
Average emotion overall C, Is, Isn't, MT, NMT
Average over-talk Is, Isn't, <, <=, >, >=
Called ID C, Is, Isn't, MT, NMT
Called name C, Is, Isn't, MT, NMT
Caller name C, Is, Isn't, MT, NMT
Caller phone number C, Is, Isn't, MT, NMT
Conferences <, <=, >, >=
Content matched #
Custom field C, Is, Isn't, MT, NMT
Custom fields 02 - 14 C, Is, Isn't, MT, NMT
Draft evaluation C, Is, Isn't, MT, NMT
Draft Y/N C, Is, Isn't, MT, NMT
Evaluations exist N, Y
Extension number C, Is, Isn't, MT, NMT
File size (audio and video) Is, Isn't, <, <=, >, >=
File size (audio only) Is, Isn't, <, <=, >, >=
File size (video only) Is, Isn't, <, <=, >, >=
Has notes N, Y
Hold duration Is, Isn't, <, <=, >, >=
Holds Is, Isn't, <, <=, >, >=
Interaction direction C, Is, Isn't, MT, NMT
Interaction duration Is, Isn't, <, <=, >, >=
Interaction GUID C, Is, Isn't, MT, NMT
Interaction source Is, Isn't
Interaction status C, Is, Isn't, MT, NMT
Interaction type C, Is, Isn't, MT, NMT
Is shared N, Y
Is transcribed N, Y
Labels C, Is, Isn't, MT, NMT
Main group C, Is, Isn't, MT, NMT
Meeting URL C, Is, Isn't, MT, NMT
Mute count <, <=, >, >=
Number dialed C, Is, Isn't, MT, NMT
Randomize search by Is
Site C, Is, Isn't, MT, NMT
Snipped from Guid list
Snipped source Is, Isn't
Spoken words/transcript C, NC, SW, EW
Spoken words/transcript by agent C, NC, SW, EW
Spoken words/transcript by caller C, NC, SW, EW
Topic category Is, Isn't
Topics Is, Isn't
Topics by agent/speaker 1 Is, Isn't
Topics by caller/speaker 2 Is, Isn't
Transaction codes 1 to 5 C, Is, Isn't, MT, NMT
Transferred N, Y
Transferred from C, Is, Isn't, MT, NMT
Transferred to C, Is, Isn't, MT, NMT
UIID - Snippet parent C, Is, Isn't, MT, NMT
Unique Interaction ID (UIID) C, Is, Isn't, MT, NMT
VCC agent notes C, Is, Isn't, MT, NMT
VCC Channel name C, Is, Isn't, MT, NMT
VCC Queue name C, Is, Isn't, MT, NMT
VCC Queue number C, Is, Isn't, MT, NMT
VCC Status C, Is, Isn't, MT, NMT
VCC Transaction ID C, Is, Isn't, MT, NMT

 

Additional Qualifiers

The Spoken words filters have additional qualifiers that allow you to search for words in specific sections of an interaction based on the length of the interaction.  Those qualifiers are listed below.  The qualifiers take an integer either seconds, minutes or hours as the unit.

after Occurrences that happen after a certain period of time in the interaction
within Occurrences that within a certain period of time from the start of the interaction
between Occurrences that happen between two time points in an interaction
in the last Occurrences that within a certain period of time before the end of the interaction

 

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