Keyword groups

Who should read this article: Administrators

Organize keywords into groups that support the {{glossary.Speech Analytics}} feature, enabling call transcript analysis based on your business needs.

Introduction

Keyword groups work with Voiso’s Speech Analytics feature, which uses Artificial Intelligence (AI) to convert call audio recordings into text transcripts. These transcripts are labeled based on the keyword groups defined on the Keyword groups page. The processed transcript is stored in the Call Detail Record (CDR).

Default keyword groups

The Keyword groups feature includes the following default keyword groups:

• Positive (green)
• Negative (red)
• Preferred
• Ineffective
• Compliance

You can add, edit, or delete custom groups. However, the Positive and Negative groups cannot be deleted.

Managing Keyword groups

To manage keyword groups, from the Voiso navigation bar, navigate to Administration > Keyword groups.

The Keyword groups page contains a table of keyword groups:

Use the Search field to filter the table to display only the keyword groups that contain the specified word or words.

Viewing a keyword group

Click the name of a keyword group to view the full list of keywords, add new keywords (1), export a CSV file of the keyword list (2), import a CSV of keywords (3), and delete one (4) or more keywords (5).

Adding keyword groups

To add a new keyword group, follow these steps:

1. In the Keyword groups page, click Add keyword group.
2. The New keyword group page displays.
3. Click the pencil icon (1) next to New keyword group to name your keyword group.
4. To manually add keywords, click Add keywords (2).
   1. In the Add keywords panel, type or paste a list of comma-separated keywords or phrases. Do not put spaces after the commas. Use spaces to separate words in phrases.
   2. Click Add.
5. To import a list of keywords, click Import CSV (3). Navigate to a CSV file on your computer, select it, then click Upload.
6. Click Save.

Language support

Voiso’s Speech Analytics supports multiple languages. If you have enabled multiple languages or selected Identify language automatically in System settings, you can create multilingual keyword groups. In the keyword group page, you can switch between languages by clicking EN (English), DE (Deutch/German), ES (español/Spanish), and so on.

Adding keywords to an existing keyword group

You can add one or more keywords and phrases to existing keyword groups either manually or by importing a CSV file of comma-separated keywords.

Manually adding keywords

To manually add one or more new keywords to a keyword group, follow these steps:

1. In the Keyword groups page, click the name of the keyword group you want to modify to display the keyword group page.
2. Click Add keywords (1).
3. In the Add keywords panel type or paste a list of comma-separated keywords or phrases (2). Do not put spaces after the commas. Use spaces to separate words in phrases.
4. Click Add (3).
5. Click Save.

Importing keywords

To import a list of new keywords to a keyword group, follow these steps:

1. In the Keyword groups page, click the name of the keyword group you want to modify to display the keyword group page.
2. Click Import CSV.
3. Navigate to a CSV file on your computer, select it, then click Upload.
4. Click Save.

Deleting keyword groups

You can delete whole keyword groups or one or more words in a keyword group.

To delete a keyword group, from the Voiso navigation bar, navigate to Administration > Keyword groups. Hover your mouse pointer over the keyword group row containing the keyword group you want to delete, then click the Delete button (trash can).

Deleting keywords from an existing keyword group

You can delete keywords from keyword groups.

Deleting individual keywords

To delete one or more keywords from a keyword group, follow these steps:

1. In the Keyword groups view, click the name of the keyword group you want to modify to display the keyword group page.
2. To delete a single word, click it, then click the "X" next to the word or click Delete.
3. To delete multiple words, click the words you want to delete, then click Delete.
4. Click Save.

Deleting all keywords

To delete one or more keywords from a keyword group, follow these steps:

1. In the Keyword groups view, click the name of the keyword group you want to modify to display the keyword group page.
2. Click Select all.
3. Click Delete.
4. Click Save.

Exporting keyword groups

You can export any keyword group as a CSV. You can then edit the CSV by adding, removing, and rearranging keywords, then re-import the file to the original keyword group or a new keyword group.

You might wish to localize a keyword group. You can export the keyword group as a CSV file, translate and rearrange the content, then import it back into the Keyword groups view.

To export a list of keywords from a keyword group, follow these steps:

1. In the Keyword groups view, click the name of the keyword group you want to export to display the keyword group page.
2. Click Export CSV.

Keyword groups reporting

You can track keyword group usage through the following historical reports:

• Agent List (Analytics)
• Keyword groups report

You can track keyword group usage in real-time using the following dashboards:

• Agent List (Analytics)
• Keyword counter