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Description

If you have the privilege to perform full-text searches, you can search for interactions that include specific terms or phrases, and use operators to optimize your search. The search is performed on transcribed interactions and text interactions.

Field information

In the Text field, enter terms or phrases and select the relevant operator(s) from the Operator drop-down to add it to the search field.

To enhance your search, you can add more than one operator to your search string.

The language of the terms or phrases that you enter in the Text field must match the language that is set in the Language list, otherwise no results will be returned.

Operator

Description

Search example

"exact phrase"

Retrieves interactions containing an exact match for a phrase.

The phrase must be enclosed with double quotation marks and the words in the phrase must be in the same order as in the interaction, otherwise no results are returned.

"call manager"

(term a) (term b)

Retrieves interactions containing either term a or term b.

call manager

call OR manager

(term a) AND (term b)

Retrieves interactions containing both term a and term b.

call AND manager

(term a) NOT (term b)

Retrieves interactions that contain term a but do not contain term b.

call NOT manager

Speaker separation operators:

  • A: (terms by employee)

  • C: (terms by customer)

  • R: (terms by robot)

  • U: (terms by unknown party)

Retrieves interactions containing terms stated by the employee (A), the customer (C), a robot (R), or an unknown party (U).

To combine speaker separation operators with other operators, place the speaker separation operators before the other operator.

Do not use parenthesis after speaker separation operators.

A: call manager

When combining with other operators:

A: (close NEAR account) - not valid

A: close NEAR account - valid

(term a) NEAR (term b)

Retrieves interactions containing term a and term b, and the distance between them is no more than 3 non-search terms of each other.

call NEAR manager

(term a) NEAR:n (term b)

Retrieves interactions containing term a and term b, and the distance between them is no more than n non-search terms of each other.

call NEAR:7 manager

Retrieves an interaction containing: "call you back after I speak to my manager"

"prefix*"

Wildcard search using multi-character placeholder (*) at the end of a term. Retrieves interactions containing terms that start with a specified prefix. The prefix term and asterisk must be enclosed by double quotation marks.

"manag*" - valid

"*manag" - not valid

LIKE (term)

Retrieves interactions containing different tenses of a verb, or singular and plural forms of a noun.

LIKE call

Retrieves interactions containing: call, calls, called, calling

Notes

  • If you type an operator name instead of adding it from the drop-down, type it in uppercase only. If you type it in lowercase, the application searches for it as for keywords.

  • Searches for terms or phrases are not case-sensitive.

  • If your full-text search includes stopwords (for example, a, and, or, and the), these are ignored in the search. For example, when searching for:

    • the AND manager: Only manager is searched and the is ignored.

    • the NEAR manager: Only manager is searched and the is ignored.

    • the NOT manager: No results are returned.

    • and: No results are returned.

Valid characters

This field contains non-Unicode character data and can contain up to 200 characters. Value can contain:

  • Any number

  • Any letter (in any supported language)

  • Special characters:

    • The following special characters are supported:

    • Round brackets (): Use only as part of an operator. For example:

      (call NEAR back) NOT today.

    • Double quotation marks "": Use only when searching for an exact phrase or when searching for a prefix term. For example:

      "speak to manager"

      "manag*"

    • Colons: Use only for speaker separation operators. For example:

      A: good morning

Any other special characters are ignored unless they are enclosed with quotation marks. For example:

  • If you search for "Linda.Jones@company.com" enclosed with quotation marks, the system retrieves interactions that contain the exact string. If you search only for part of the string, for example "Linda.Jones", no results are returned.

  • If you search for Linda.Jones@company.com without quotation marks, the special characters are ignored and the system retrieves interactions that contain either linda, jones, company, or com.

Indexed

It is an indexed field, meaning that performing a search based on this field improves the search performance.

Related topics 

Language