How to Use the Analyze Tab (PDF)

Analyze allows you to search for keywords or phrases said in phone calls. 

Based on the data returned from your search, you will be able to identify what phrases and keywords are, or are not, said on specific calls. 

Start by typing in a specific word or phrase e.g. refund, then click the blue Search icon to the right of the page. 

NOTE*** To add multiple words and/or phrases to a single search, you must click 'enter' or 'return' after each word or phrase. You will see a letter X next to the word or phrase when the analyze engine has recognized your entry. You can continue with the next word or phrase at that time. 

NOTE*** Search is not case sensitive, accounts for contractions, and DOES NOT WORK FOR NUMERALS. If you want to search for calls that have the number 19, type nineteen into the Analyze engine. 

Results (if any) will show highlighted in black.

The agent's name, as well as the date, time, and length of the call are displayed for each call found.

Below is a quick video showing filtering in action

Download our How-to document for how to use our Analyze Tab here: