Creating a tag

You can only create a tag in a project. To do this, you need the Admin or Editor role in the project.

When creating a tag, the following options are available:

• Create a new tag.
• Duplicate an existing tag.
• Add a dependent tag for an existing tag.

Creating a tagCreating a tag

1. Open the SpeechSense home page.

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

3. In the Tags tab, click Create tag.

4. Name the tag.

5. (Optional) Describe the tag.

6. (Optional) Specify a channel based on where you want SpeechSense to look for the tag keywords:

   • Agent: Agent's utterances or messages.
   • Client: Customer's utterances or messages.

   You can select one channel or both channels.

7. Select a color for your tag.

   The benefits of using tag colors are twofold:

   • Colors allow you to locate the tag you need in the list quicker.
   • Colors make it easier working with dialogs. Clicking a tag will highlight the words it refers to with the same color.

8. (Optional) Select the Important tag option.

   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.

9. Under Trigger conditions:

   1. In the Keywords field, list trigger phrases. Use a separate line for each trigger phrase. If a conversation contains one of these phrases, it will get a tag.

      Along with the listed keywords, you can also specify dictionaries with a pre-selected set of trigger phrases. If you specify multiple dictionaries, their contents will be joined as if by the logical OR operator. 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.

   2. (Optional) Select the Exact match option.

      When searching through a dialog, SpeechSense finds both the key phrase and related words. For example, if you put refuse in the Keywords field, SpeechSense will also be looking for refused, refuser, etc. If you want to tag only records with exact matches, enable the Exact match option.

   3. Optionally, in the Distance between words field, specify the distance between the keywords acceptable for a key phrase search.

      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:

      Phrase example	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

10. Under Exceptions:

    1. 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.

       Along with the listed phrases, you can also specify dictionaries. Tags will not be assigned to dialogs that contain phrases from the list and from the specified dictionaries. To use dictionaries, click Add dictionary and select the dictionaries you need from the drop-down list.

    2. (Optional) Select the Exact match option.

       When searching through a dialog, SpeechSense finds both the key phrase and related words. For example, if you type refuse in the Keywords field, SpeechSense will not tag dialogs with the words refused, refuser, etc. If you want to ignore only specific phrases, enable the Exact match option.

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

11. Under Limitations, add and customize tag restrictions.

    If the Long pause restriction is selected, set pause duration in seconds.

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

12. Click Create tag.

Once created, the tag is activated automatically.

Duplicating a tagDuplicating a tag

When duplicating, a new tag gets the settings of the original one. Later on, you can change the settings as needed. This is convenient if you want to create a tag set up in the same way as the previously created one.

To duplicate 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 to duplicate, click and then Duplicate.

   In the window that opens, you will see that the new tag uses the source tag settings as default values. The default name of the new tag is <source_tag_name> 1.

5. Optionally, configure tag settings. These are the same settings you specify when creating a new tag.

6. Click Create tag.

Creating a dependent tagCreating a dependent tag

For any tag in your project, you can create a dependent tag:

1. Open the SpeechSense home page.
2. Go to the space you need and select a project.
3. In the Tags tab, select a tag and click .
4. From the drop-down list, select Create dependent tag.
5. Configure the tag and click Create tag.