Working with dialogs

In a dialog, you can listen to an audio of the conversation or view the text chat between a customer and an agent or bot. You can also get the related information, e.g., whether the agent was able to help the customer in the course of the conversation.

Viewing a list of dialogsViewing a list of dialogs

1. Open the SpeechSense home page.
2. Go to the space you need and select a 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 filtersFinding dialogs using filters

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. On the Dialogs tab, click Add filter.
4. Select the required filter and enter its value.
5. Click Apply.

If you add multiple filters, the dialogs that meet all the specified conditions will be found.

Finding dialogs by text fragmentFinding 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:

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. On the Dialogs tab, enter the desired text fragment in the search bar.
4. (Optional) To the right of the search bar, select the channel you want to search from the drop-down list: Customer or Agent.

Viewing a dialogViewing a dialog

1. Open the SpeechSense home page.

2. Go to the space you need and select a project.

3. Find the required dialog using filters and the search bar.

4. 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.

The dialog page displays the following information:

• Metadata such as agent and customer names, call or message date, dialog language.

• Conversation audio (only for audio).

• Contents of the conversation on the Dialog tab.

• Semantic analysis of the conversation on the Analysis by YandexGPT tab.

  The tab contains several sections. If you want to leave only a specific section, click on it.

For more information, see Detailed info about a dialog.

Example of searching dialogs by time period and text fragmentExample of searching dialogs by time period and text fragment

Search criteria:

• Period: 10/11/2023 - 16/11/2023.
• Contains the customer's utterance: good service.

Follow these steps:

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. In the Dialogs tab, enter good service in the search bar.
4. To the right of the search bar, select the Customer channel from the drop-down list.
5. Click Add filter.
6. In the Shared metadata group, select the Start date filter. As the filter value, specify the 10/11/2023 - 16/11/2023 date range.
7. Click Apply.

The filtered dialogs will be displayed as a result.

Example of ranking dialogs depending on the found text fragments: