TranscriptFilter

Flag the presence or absence of specific words or phrases detected in your Call Analytics transcription output.

Rules using TranscriptFilter are designed to match:

Custom words or phrases spoken by the agent, the customer, or both
Custom words or phrases not spoken by the agent, the customer, or either
Custom words or phrases that occur at a specific time frame

AbsoluteTimeRange

Allows you to specify a time range (in milliseconds) in your audio, during which you want to search for the specified key words or phrases. See AbsoluteTimeRange for more detail.

Type: AbsoluteTimeRange object

Required: No

Negate

Set to TRUE to flag the absence of the phrase you specified in your request. Set to FALSE to flag the presence of the phrase you specified in your request.

Type: Boolean

Required: No

ParticipantRole

Specify the participant you want to flag. Omitting this parameter is equivalent to specifying both participants.

Type: String

Valid Values: AGENT | CUSTOMER

Required: No

RelativeTimeRange

Allows you to specify a time range (in percentage) in your media file, during which you want to search for the specified key words or phrases. See RelativeTimeRange for more detail.

Type: RelativeTimeRange object

Required: No

Targets

Specify the phrases you want to flag.

Type: Array of strings

Array Members: Minimum number of 1 item.

Length Constraints: Minimum length of 1. Maximum length of 2000.

Pattern: .*\S.*

Required: Yes

TranscriptFilterType

Flag the presence or absence of an exact match to the phrases you specify. For example, if you specify the phrase "speak to a manager" as your Targets value, only that exact phrase is flagged.

Note that semantic matching is not supported. For example, if your customer says "speak to the manager", instead of "speak to a manager", your content is not flagged.

Type: String

Valid Values: EXACT

Required: Yes

TranscriptFilter

Contents

See Also