TranscriptFilter
Flag the presence or absence of specific words or phrases detected in your Call Analytics transcription output.
Rules using TranscriptFilter
are designed to match:
Custom words or phrases spoken by the agent, the customer, or both
Custom words or phrases not spoken by the agent, the customer, or either
Custom words or phrases that occur at a specific time frame
See Rule criteria for post-call categories and Rule criteria for streaming categories for usage examples.
Types
Properties
Makes it possible to specify a time range (in milliseconds) in your audio, during which you want to search for the specified key words or phrases. See for more detail.
Specify the participant that you want to flag. Omitting this parameter is equivalent to specifying both participants.
Makes it possible to specify a time range (in percentage) in your media file, during which you want to search for the specified key words or phrases. See for more detail.
Flag the presence or absence of an exact match to the phrases that you specify. For example, if you specify the phrase "speak to a manager" as your Targets
value, only that exact phrase is flagged.