Keyword compliance

Who should read this article: Administrators, Supervisors

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.

Keywords and keyword groups

Speech Analytics highlights keywords in call transcripts and classifies them by keyword group so that you can easily identify keywords in a transcript and determine how well agents are complying with your business practices.

The Keyword groups feature includes five groups by default:

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

You can modify or delete the default groups according to your business needs, and also add custom keyword groups. Refer to Managing Keyword groups for more information about how to customize keyword groups for your organization.

Keyword compliance

The Voiso Speech analytics feature processes call audio recordings into a text transcript of the call. It then applies keyword group labeling to the text transcript, ensuring compliance with your business standards. The analyzed transcript is stored in the Call Detail Record (CDR).

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

• Use the Call transcription in the CDR to quickly find highlighted keywords.
• Use the Keyword counter and Agent List widgets in the Real-time dashboard to view current trends in keyword use.
• Use the Agent List Keyword groups option in the Historical reports 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.

Use the Real-time dashboard to monitor current keyword use by your agents and contacts. Use Historical reports to monitor past keyword use.

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.

You can use the Real-time dashboard to monitor compliance while monitoring your agent's activity.

When you set up the Agent List widget, select Compliance in the Analytics tab to include a count of your agents' use of compliance terms.

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.

Use the Keyword counter widget to monitor keyword use by one or more agents. When you set up the Keyword counter widget, select Compliance in the General tab to include a count of the use of compliance terms by your agents.

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

If you notice that certain agents are including an unexpected number of compliance terms during their calls, you can use the CDR to review specific call transcripts.

To review a call transcript for compliance term use, follow these steps:

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.

5. In the Call Detail Record, scroll down to the Transcript section.
6. In the transcript, keywords are highlighted by being underlined and colored according to keyword group.
7. 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 a historical report. To create a historical report, follow these steps:

1. On the Voiso navigation bar, navigate to Reporting > Historical reports.
2. Click Create report.
3. From the Report type menu, select 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.

Use Case: Monitoring real-time keyword use

Two Real-time dashboard widgets report on keyword group use by agent:

• Keyword counter
• Agent List

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 and Agent List 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.

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.

Agent List widget

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

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).

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.

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).