The Analyze engine allows users to find calls based on specific words or phrases. This powerful Smart Search allows for locating specific verbiage used, or not used in agent calls.
Filter options available include:
Speaker: Customer, Agent, or Both
Search Logic: ‘And’ for calls containing all searched words and phrases. ‘Or’ for calls containing any searched words or phrases.
Other standard Filters associated with call metadata can also be applied.
NOTE *** The Analyze engine utilizes Smart Search - a feature that returns results based on all forms of the same word. For example, searching for the word “run” will return results for ‘run’, ‘running’, and ‘ran’.
Click the blue ‘View’ icon to:
Listen to entire call recording or just the specific audio snippet
Leave a comment for the Agent
- Report the snippet for escalation to the Observe.AI team