Introduction
This article describes how to search transcriptions within the Recording Manager module of the Premier Contact Point platform.
Background
Where transcription is enabled, Recording Manager allows users to search the content of call transcriptions as part of an interaction search. Transcription search options are accessible via the search drop-down within Recording Manager and allow users to locate interactions based on words or phrases spoken during a call.
Search Options
The search drop-down in Recording Manager includes additional options at the bottom of the panel for searching transcription content. These options allow users to define one or more words or phrases to search for and to control how those terms are matched and by whom they were spoken.
Word / Phrase
The Word / Phrase field accepts a single word or a phrase to be included in the transcription search. Multiple words and phrases can be added to the query. Where multiple terms are added, the search applies OR logic, returning interactions where any one of the specified words or phrases is present in the transcription.
Matching patterns
Each Word / Phrase entry has a matching pattern option that controls how strictly the term must appear in the transcription. The available matching patterns are:
- Matches exactly – The word or phrase must appear in the transcription exactly as entered to satisfy the search.
- Matches loosely – In a phrase search, one additional word may appear between the words entered and the result will still be treated as a match.
- Matches very loosely – In a phrase search, up to three additional words may appear between the words entered and the result will still be treated as a match.
- Excludes – The specified word or phrase must not be present anywhere in the transcription. Interactions containing the excluded term will not be returned.
Spoken by
The Spoken by option allows users to limit the transcription search to words and phrases spoken by a specific party in the interaction. The available options are:
- Agent – The search will only match the word or phrase when it was spoken by the agent.
- Customer – The search will only match the word or phrase when it was spoken by the customer.
- Other party – The search will only match the word or phrase when it was spoken by another party in the interaction.
Where no Spoken by selection is made, the search will apply across all parties in the transcription.
The results grid will return any recordings that match your specified criterion.