Creating a dictionary tag

When working with a dictionary tag in a project, you can:

• Update its settings.
• Activate or deactivate the tag.
• 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 analyze the dialogs started 60 days ago or less. The required tags will be assigned automatically. All dialogs uploaded after the tag 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, update the settings as needed:

   • Enter a name and description for the tag.

   • (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.

   • 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.

   • (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.

   • Under Trigger conditions:

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

       Along with the listed keywords, you can also specify dictionaries. They contain a set of trigger phrases prepared in advance. If you specify multiple dictionaries, their contents will be added together as if by the "OR" logical 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.

     • (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.

     • (Optional) In the Distance between words field, specify the number of additional words between the key phrase words 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

   • Under Exceptions:

     • In the Exclusionary words field, list exclusion phrases. Use a separate line for each one. If the dialog 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.

     • (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.

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

   • Under Limitations, add and customize tag restrictions.

     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).

     To delete a constraint, click on the right side of it.

   • Enable tag testing.

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. Navigate to the Tags tab.
4. In the line with the tag you need, enable Usage to activate the tag. Disable to deactivate the tag.

These changes apply to the following dialogs:

• If you activate a tag, it will apply to dialogs loaded after the activation as well as existing dialogs that are under 60 days old.
• If you deactivate a tag, it will remain on already uploaded dialogs, but will not apply to 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. Navigate 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.