Changing a tag

When managing a project tag, you can:

• Update its settings.
• Change the tag channel.

To change a project tag, you need either the Admin or the Editor role for the project.

After changing a tag, SpeechSense will re-analyze the dialogs uploaded during the month before the tag change. The required tags will be assigned automatically. All dialogs uploaded after the change will have the new rules applied immediately.

Updating tag settingsUpdating tag settings

1. Open the SpeechSense home page.

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

3. In the Tags tab, select the tag you need and click Edit.

4. In the window that opens, set the following configuration:

   • Tag name, description, and color.

   • Important tag: If this option is enabled, the tag will be highlighted when you open a dialog. Tags with this option inform you at a glance whether or not the recording contains any critical or inappropriate language, e.g., expletives.

   • Trigger conditions:

     • In the Keywords field, use a separate line for each trigger phrase. SpeechSense will scan the dialog for the keywords and tag the recording if it finds any.

       Along with the listed keywords, you can also specify dictionaries. They contain a set of trigger phrases prepared in advance. Tags will thus be assigned to dialogs containing phrases from the list in the Keywords field and from the specified dictionaries. To use dictionaries, click Add dictionary and select the dictionaries you need from the drop-down list.

     • Exact match: Enable this option if looking for particular words in dialogs. Disable to include related words in the search (stemming). For example, if this option is disabled and you put refuse in the Keywords field, SpeechSense will search for dialogs containing refuse, refused, refuser, etc.

     • Distance between words: Number of additional words between the words in the key phrase for the conversation to be tagged.

       Example

       A tag is assigned the poor service key phrase. The search for this phrase will be performed differently depending on the Distance between words field value:

       Example in a dialog	Distance: 0	Distance: 1	Distance: 2
       poor service	found	found	found
       poor customer service	not found	found	found
       poor and slow service	not found	not found	found

   • Exceptions:

     • In the Keywords field, list exclusion phrases. Use a separate line for each trigger phrase. If the dialogue contains an exclusion phrase, the tag will not trigger.

       Example

       Let's say we create a tag called Fire and add the flamed key phrase to it.
       The tag will trigger on the phrase The battle flamed up; however, such a phrase does not indicate a fire. This is a false positive. To fix it, let's add the battle flamed up exclusion phrase.
       Now the tag will not trigger on the phrase The battle flamed up but it will on The stove flamed up.

     • (Optional) Select the Exact match option.

       If this option is disabled, the tag will not trigger on specified exclusion phrases or related phrases. If you need to ignore only the exclusion phrases, enable this option.

     • (Optional) In the Distance between words field, specify the distance between words in an exclusion phrase acceptable for a search.

   • Restrictions: Add or delete constraints.

     When selecting the Long pause constraint, specify the pause length in seconds.

     For each constraint, you can set the search direction and limit the search area. By default, the search area size is set to its maximum (1,000 utterances).

5. Click Save.

Activating or deactivating a tagActivating or deactivating a tag

Once created, the tag is activated by default. If you do not want the tag to apply to dialogs, deactivate it. You can activate it again later.

To activate or deactivate a tag:

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. Go to the Tags tab.
4. In the line with the tag you need, enable Use in projects to activate the tag. Disable to deactivate the tag.

Changes apply to new conversations only:

• If you activate a tag, it will be assigned to the conversations uploaded after activation.
• If you deactivate a tag, it will apply to the already uploaded conversations, but not the new ones.

Changing tag channelChanging tag channel

Changing the channel for a single tagChanging the channel for a single tag

1. Open the SpeechSense home page.

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

3. Go to the Tags tab.

4. In the line with the tag, click and then Change channel.

5. Specify the channel based on where you want SpeechSense to look for the tag keywords:

   • Agent and customer: Whole dialog.
   • Agent: Agent's utterances or messages only.
   • Client: Customer's utterances or messages only.

6. Click Save.

Changing the channel for multiple tagsChanging the channel for multiple tags

You can change the channel for multiple tags at the same time:

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. Go to the Tags tab and select the tags you need.
4. In the pop-up window, click Change channel.
5. Specify the channel for each tag. If you need the same channel for all tags, select it in the New channel field above the tag list.
6. Click Save.