---
title: "Keyword usage"
slug: "keyword-compliance"
description: "Apply keyword use monitoring to ensure agent compliance with your policies and regulatory requirements. Monitoring keyword use helps you identify non-compliant language to enable you to provide feedback or training to maintain quality standards and adherence to scripts."
tags: ["speech recognition", "speech analytics", "keyword", "Compliance"]
updated: 2026-01-15T10:39:26Z
published: 2026-01-15T10:39:26Z
canonical: "docs.voiso.com/keyword-compliance"
---

> ## 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 compliance

**Who should read this article**: Administrators, Supervisors

Monitor agent compliance by tracking keyword use in conversations to ensure adherence to policies and regulatory requirements. Identify non-compliant language, provide feedback, and schedule training to maintain quality standards.

          Important

    

The **Speech Analytics** and **Keyword compliance** features are available for contact centers on the Pro plan or higher.

## keywords and keyword groups

Voiso’s **Speech Analytics** highlights keywords in call transcripts and classifies them by keyword group, making it easier to identify key phrases and assess agent compliance with business practices.

### Default keyword groups

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

- **Positive** (editable but cannot be deleted)
- **Negative** (editable but cannot be deleted)
- **Preferred**
- **Ineffective**
- **Compliance**

You can customize keyword groups by adding, modifying, or deleting them based on business needs. For details, see [Managing keyword groups](/v1/docs/administration-keyword-groups#managing-keyword-groups).

## Keyword compliance

The Voiso Speech Analytics feature processes call audio recordings into a text transcript of the call. It then applies [keyword group](/v1/docs/administration-keyword-groups) labeling to the text transcript, ensuring compliance with your business standards. The [analyzed transcript](/v1/docs/keyword-compliance#use-case-call-transcript-review-and-standards-compliance) is stored in the Call Detail Record ([CDR](/v1/docs/reporting-cdr)).

Here are suggested ways that you can review keyword use in your contact center:

- Use the [Call transcription](/v1/docs/keyword-compliance#use-case-call-transcript-review) in the CDR to quickly find highlighted keywords.
- Use the **[Keyword counter](/v1/docs/reporting-keyword-counter)** and **[Agent List](/v1/docs/reporting-agent-list-dashboard)** widgets in the **[Real-time dashboard](/v1/docs/keyword-compliance#use-case-monitoring-realtime-keyword-use)** to view current trends in keyword use.
- Use the **[Agent List](/v1/docs/reporting-agent-list)** Keyword groups option in the **[Historical reports](/v1/docs/keyword-compliance#use-case-reviewing-historical-keyword-use)** to view past trends in keyword use.

### Reporting

You can use the reports from the Speech Analytics feature to gauge the climate and tone of your agents' conversations with your contacts.

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

Use the **[Real-time dashboard](/v1/docs/reporting-real-time-dashboard)** to [monitor current keyword use](/v1/docs/keyword-compliance#use-case-monitoring-realtime-standards-compliance) by your agents and contacts. Use **[Historical reports](/v1/docs/reporting-historical-reports)** to [monitor past keyword use](/v1/docs/keyword-compliance#use-case-reviewing-historical-keyword-usage).

## Use Case: Monitoring compliance

The **Compliance** keyword group contains words and phrases used in conversations that might indicate a risk to your organization. By highlighting the use of these words in a conversation, the **Speech Analytics** feature can help you to mitigate risk rapidly.

Use the **[Real-time dashboard](/v1/docs/agent-monitoring)** to monitor agent activity for compliance.

1. Add the **[Agent List](/v1/docs/reporting-agent-list-dashboard)** widget.
2. In the **Analytics** tab, select **Compliance** to track agents’ use of compliance-related terms.

![Speech Analytics Agent List Widget Edit Agent List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Agent%20List%20Widget%20Edit%20Agent%20List.png)

The **Compliance** column is added to the **Agent List** widget. When the **Speech Analytics** completes an analysis of a call recording it increments the count of compliance terms in the **Agent List** widget.

![Speech Analytics Agent List Widget](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Agent%20List%20Widget.png)

The **[Keyword counter](/v1/docs/reporting-keyword-counter)** widget tracks keyword occurrences in real-time.

1. Add the **Keyword counter** widget.
2. In the **General** tab, name the widget and choose the **Compliance** keyword group.
3. Specify agents or teams to track in the **Teams** tab.

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

The **Keyword counter** widget displays a bar graph of keyword use for each specified agent or team.

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

If you notice that certain agents are including an unexpected number of compliance terms during their calls, you can use the [CDR](/v1/docs/reporting-cdr) to review specific call transcripts.

To discover which specific interactions contain too many non-compliance terms or too few compliance terms, run a **[Keyword groups report](/v1/docs/keyword-groups)** for a selected team or agents. To create an **Keyword groups report** historical report, follow these steps:

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

1. On the Voiso navigation bar, navigate to **Reporting > Historical reports**.
2. Click **Add report**.
3. From the **Report type** menu, select **[Keyword groups report](/v1/docs/keyword-groups)**.
4. Select a date or date range from the **Date** menu.
5. In the **Keyword group** menu, select a keyword group.
6. In the **Agents** tab, select a team or selected agents.
7. Click **Run report**.
8. Scroll down to view the report table. The count of keywords for the group is displayed next to each agent for every interaction during the specified period.

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

In the example above, three agents show strong use of compliance terms, while the other four are not. To review a call transcript for compliance term use, click a link to an interaction.

Alternatively, you can manually search the [Call Detail Records](/v1/docs/reporting-cdr) using the the **Keyword filter**. Follow these steps:

![Speech Analytics CDR Call Transcript](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20CDR%20Call%20Transcript.gif)

1. On the Voiso navigation bar, navigate to **Reporting > CDR**.
2. Select the name of the agent from the **Agent/Supervisor** filter menu. You can also search for a specific keyword by entering it in the **Keyword** field.
3. Click **Search**.
4. Scroll down to the list of interactions and click the date and time of the interaction you want to review.

          Important

          

It might take several minutes for the latest call to be available in the CDR due to call recording processing.

1. In the Call Detail Record, scroll down to the **Transcript** section.
2. In the transcript, keywords are highlighted by being underlined and colored according to keyword group.
3. Click the timecode in the transcript to move the play head in the call recording to that position.

To review the longer term compliance keyword use, run an **Agent List** [historical report](/v1/docs/reporting-historical-reports-overview). To create an **Agent List** historical report, follow these steps:

1. On the Voiso navigation bar, navigate to **Reporting > Historical reports**.
2. Click **Add report**.
3. From the **Report type** menu, select **[Agent List](/v1/docs/reporting-agent-list)**.
4. Select a date or date range from the **Date** menu.
5. In the **Analytics** tab, select **All participants**, **Agent**, or **Client**.
6. Choose **Compliance** from the keyword groups.
7. In the **Agents** tab, select a team or selected agents.
8. Click **Run report**.
9. Scroll down to view the report table. The count of compliance terms for each agent during the report interval is displayed in the table.

![Speech Analytics Agent List Historical Report](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Agent%20List%20Historical%20Report.png)

## Use Case: Monitoring real-time keyword use

Two **[Real-time dashboard](/v1/docs/agent-monitoring)** widgets report on keyword group use by agent:

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

To display these widgets, follow these steps:

1. On the Voiso navigation bar, navigate to **Reporting > Real-time dashboards**.
2. Select a dashboard or add a new dashboard.
3. Click **Add widget**.
4. Select and configure the **[Keyword Counter](/v1/docs/speech-analytics#keyword-counter-widget)** and **[Agent List](/v1/docs/speech-analytics#agent-list-widget)** widgets. Refer to the following subsections for information about configuring the widgets.

### Keyword Counter widget

The **Keyword Counter** widget displays the total number of times keywords from selected keyword groups occur in conversations for each agent in selected teams.

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

In the **General** tab, specify the name of the widget, the keyword groups you want to display, and whether you want to track all participants, agents, or clients (contacts).

In the **Teams** tab, specify the team or teams of agents you want to monitor.

Click **Save** to add the widget to the dashboard.

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

### Agent List widget

You can configure the **Agent List** widget to display a wide range of data for each agent, including keyword groups.

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

In the **Analytics** tab, select the **Keyword groups** that you want to monitor for each selected agent or team. Specify whether you want to track all participants, agents, or clients (contacts).

![Speech Analytics Agent List Widget All Keywords](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Agent%20List%20Widget%20All%20Keywords.png)

## Use Case: Reviewing historical keyword use

The **Agent List** historical report can include information about keyword group use. To display keyword group use in the **Agent List** report, from the Voiso navigation bar, navigate to **Reporting > Historical reports** and select **Agent List** from the **Report type** menu.

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

In the **Analytics** tab (1), select the **Keyword groups** (3) that you want to monitor for each selected agent or team. Specify whether you want to track all participants, agents, or clients (contacts) only (2).

![Speech Analytics Agent List Historical Report All Keywords](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Agent%20List%20Historical%20Report%20All%20Keywords.png)

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.

See Call Detail Record.

## Related

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