---
title: "Keyword groups"
slug: "administration-keyword-groups"
description: "A classified list of keywords supporting the Speech analytics feature to highlight a call transcript according to your business needs."
tags: ["speech recognition", "speech", "speech analytics", "monitoring", "sentiment", "reporting", "dashboard", "keyword", "Compliance"]
updated: 2026-04-15T13:40:09Z
published: 2026-04-15T13:40:09Z
canonical: "docs.voiso.com/administration-keyword-groups"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Keyword groups

**Who should read this article**: Administrators

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

          Important

          

The Keyword groups feature is available for contact centers on the Pro plan or higher.

## Introduction

**Keyword groups** work with Voiso’s [Speech Analytics](/v1/docs/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](/v1/docs/reporting-cdr)).

### Default keyword groups

The **Keyword groups** feature includes the following default keyword groups:

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

![Keyword Groups Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20View.png)

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**.

![Keyword Groups Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20View.png)

The **Keyword groups** page contains a table of keyword groups:

| Column | Description |
| --- | --- |
| Name | The name of the keyword group. The **Positive** and **Negative** groups are created by default. Additional default groups appear when Speech Analytics is enabled. |
| Keywords | A sample of keywords from the group. |
| Count | The number of keywords included in the group. |

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 display the **Edit keyword group** page and view the full list of keywords, add new keywords (1), import a CSV of keywords (2), export a CSV file of the keyword list (3), and delete one (4) or delete all keywords (5).

![Keyword Groups Keyword Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Keyword%20Group.png)

### Adding keyword groups

To add a new keyword group, follow these steps:

![Keyword Groups New Keyword Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20New%20Keyword%20Group.png)

1. In the **Keyword groups** page, click **Add keyword group**.
2. The **Add keyword group** page displays.
3. In the **Group name** field (1), enter a unique name for your keyword group.
4. Select a language (2).
5. To manually add keywords, click **Add keywords** (3).
  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**.  

![Keyword Groups Aed Keywords Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Aed%20Keywords%20Panel.png)
6. To import a list of keywords, follow these steps:
  1. Click **Import CSV** (4).
  2. In the **Import CSV** panel, select a language.
  3. Navigate to a CSV file on your computer and select it. Alternatively, you can drag and drop a file onto the panel.
  4. Click **Add**.  

![Keyword Groups Import CSV Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Import%20CSV%20Panel.png)
7. Repeat the process for more languages (2).
8. When you are done, scroll to the bottom of the page and click **Save**.

Tip

The order of keywords in the **Add keywords** panel or CSV file determines how they appear in the **Keyword groups** table. To sort keywords alphabetically, arrange them before adding them to the list.

#### Language support

Voiso’s Speech Analytics feature supports multiple languages. If you enable multiple languages or select **AI-powered auto language detection** in the **Features** tab of the **[System settings](/v1/docs/administration-system-settings#speech-analytics-section)** page, you can create multilingual keyword groups.

On the **Keyword groups** page, you can switch between languages by clicking **EN** (English), **DE** (German), **ES** (Spanish), and other available language options.

### 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:

![Keyword Groups Keyword Group Add Keywords](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Keyword%20Group%20Add%20Keywords.png)

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. On the **Add keywords** page, click **Import CSV**.
3. Navigate to a CSV file on your computer, select it, then click **Add**.
4. Click **Save**.

Tip

The order in which you specify words in the **Add keywords** panel or in a CSV file is the order in which the words display in the **Keyword groups** table. If you want words and phrases sorted alphabetically, ensure that you sort them before you add them.

### Deleting keyword groups

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

Important

You cannot delete the default **Positive** and **Negative** keyword groups; however, you may delete one or more words from these groups.

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).

![Keyword Groups Delete Keyword Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Delete%20Keyword%20Group.png)

Alternatively, you can delete a keyword group from the **Edit keyword group** page. Click a keyword group on the **Keyword groups** page, then click the **Delete** icon (trash can icon) at the top right corner of the page.

### Deleting keywords from an existing keyword group

You can delete individual keywords from a keyword group or remove all keywords at once.

#### 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 **Edit keyword group** page.
2. To delete a single word, click it, then click the "X" next to the word or click **Delete**.
3. Click **Save**.

#### Deleting all keywords

To delete all keywords for a single language 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 **Edit keyword group** page.
2. Select the language for which you want to delete all keywords.
3. Click **Delete all**.
4. Click **Save**.

Important

A keyword group must include at least one keyword in at least one language. Use the above procedure to delete all keywords in one language for the keyword group.

This procedure cannot be used to delete all keywords in all languages. Instead use [Deleting keyword groups](/v1/docs/administration-keyword-groups#deleting-keyword-groups).

## 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 **Edit keyword group** 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 **Edit keyword group** page.
2. Click **Export CSV**.

## Keyword groups reporting

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

- [Agent List](/v1/docs/reporting-agent-list) (Analytics)
- [Keyword groups report](/v1/docs/keyword-groups-report)

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

- [Agent List](/v1/docs/reporting-agent-list-dashboard) (Analytics)
- [Keyword counter](/v1/docs/reporting-keyword-counter)

Speech analytics, also called interaction analytics, is technology that uses AI to understand, process, and analyze human speech.

Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states.

Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

## Related

- [Historical reports overview](/reporting-historical-reports-overview.md)
- [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md)
- [System settings](/administration-system-settings.md)
- [Speech Analytics overview](/speech-analytics.md)
- [Keyword compliance](/keyword-compliance.md)
- [Keyword Counter](/reporting-keyword-counter.md)
- [Keyword groups report](/keyword-groups-report.md)
- [Agent List](/reporting-agent-list.md)