Working with dialogs
In the dialog, you can listen to an audio recording or view the transcript of the call between the agent and the customer. You can also obtain information about the dialog, such as whether the agent was able to assist the customer during the conversation.
Viewing a list of dialogs
- Open the SpeechSense home page
. - Go to the space you need and select the appropriate project.
By default, the Dialogs tab displays 20 most recent dialogs. To see the previous dialogs, click Load more at the end of the list.
To search for dialogs, you can use filters and the search bar.
Finding dialogs using filters
- Open the SpeechSense home page
. - Go to the space you need and select the appropriate project.
- On the Dialogs tab, click
Add filter. - Select the required filter and enter its value.
- Click Apply.
If you add multiple filters, the dialogs that meet all the specified conditions will be found.
Finding dialogs by text fragment
Full-text search allows you to find dialogs containing a specific word or phrase. The better the dialog text matches the search query and the more frequently it occurs, the higher is the dialog placed in the search results.
To perform a search:
- Open the SpeechSense home page
. - Go to the space you need and select the appropriate project.
- On the Dialogs tab, enter the desired text fragment in the search bar.
- (Optional) To the right of the search bar, select the channel in which to perform the search: Customer or Operator, from the dropdown list.
Viewing a dialog
-
Open the SpeechSense home page
. -
Go to the space you need and select the appropriate project.
-
Find the required dialog using filters and the search bar.
-
Open the dialog in one of the following ways:
- To open a dialog preview, click the dialog line.
- To open the dialog in a new window, click
on the right in the dialog line.
For more information on dialogs, see SpeechSense dialogs.
Example of searching dialogs by time period and text fragment
Search criteria:
- For the period between
10/11/2023 and 16/11/2023
. - Contains the customer's utterance:
good service
.
Follow these steps:
- Open the SpeechSense home page
. - Go to the space you need and select the appropriate project.
- In the Dialogs tab, enter
good service
in the search bar. - To the right of the search bar, select the Customer channel from the drop-down list.
- Click
Add filter. - In the Shared metadata group, select the Start date filter. As the filter value, specify the
10/11/2023 - 16/11/2023
date range. - Click Apply.
The filtered dialogs will be displayed as a result.
Example of ranking dialogs depending on the found text fragments:
No. |
Dialog date |
Dialog fragment |
1 |
16/11/2023 |
Thank you for the |
2 |
13/11/2023 |
|
3 |
15/11/2023 |
Full system |