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
See Rule criteria for examples.
Contents
- 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 toFALSE
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
See Also
For more information about using this API in one of the language-specific AWS SDKs, see the following: