Applying Filters to Results in the 'Analyze' Tab

Filtering data gathered from the Analyze engine helps you drill down into your data findings. 

Data can be filtered by who is speaking, e.g. Agent, Customer or Both.

NOTE*** If your call recordings are on dual-channel, you will have the option to select between Agent or Customer. If your call recordings are in Mono-channel, the only option available is Speaker.

Further filter data by using AND logic, ie. keywords and phrases that should be paired together such as: Refund AND Cancellation. This will pull all call results that mention both the words refund and cancellation in the call. 

OR can be used to select separate words and phrases that should be found in a call, i.e Refund OR Cancellation. This will pull all call results that mention the words refund or cancellation in the call.