Keyword Counter
    • 31 Jul 2025
    • 1 Minute to read
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    Keyword Counter

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    Article summary

    Who should read this article: Administrators, Supervisors

    Monitor keyword usage by agents and contacts.

    Important

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

    Introduction

    Use the Keyword Counter widget to display the number of times specific keywords occurred in conversations.

    Reporting Real-time Dashboard Keywords Counter Widget

    The Voiso Keywords and Speech analytics features use Voiso speech recognition technology to process call audio recordings into a text transcript of the call. The transcript is stored as part of the Call Detail Record (CDR) and is available in the Keyword Counter widget.

    Setup

    General tab

    The Keyword Counter settings panel General tab includes the following parameters:

    ParameterDescription
    Widget NameThe display name of the widget in the Real-time dashboard. If you want multiple Keyword Counter widgets, each showing different information, assign unique names to help you know which widget is which.
    Keyword groupsChoose from one or more of the keyword group that are defined for your contact center.
    Call participantsSpecify whether you want to report on all participants in calls, just agents, or just contacts.

    Reporting Real-time Dashboard Keywords Counter Widget General Tab

    Teams tab

    Select one or more teams to monitor.


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