Keyword groups report

Who should read this article: Administrators, Supervisors

Generate a report on the use of a keyword group by agents and teams for a specified date or date range, with links to detailed Call Detail Records (CDRs).

Introduction

The Keyword groups report tracks how frequently words from a specified keyword group appear in calls handled by selected agents or teams. It lists calls by agent for the selected time period, highlighting the number of keyword matches. Click individual calls to access detailed Call Detail Records (CDRs).

While similar to the Agent List Analytics report, this report offers more granular insights, supporting deeper analysis. By examining specific conversations, you can understand the context, spot recurring issues, and evaluate agent performance more effectively.

After configuring the report options, click Run report. Depending on the number of agents you select, generating the report may take a few minutes. When ready, the report appears in the Keyword groups report table at the bottom of the Create report page.

Use Case

The Keyword Groups report helps quality assurance teams and supervisors monitor keyword usage across agent conversations, especially for compliance and performance evaluations.

Start by checking keyword data in the Agent List report, where usage is aggregated by agent over a specified period. If you notice unusual spikes or drops in keyword usage—for example, with a compliance-related term—switch to the Keyword Groups report to investigate further. This report lists individual conversations with the corresponding number of keyword matches, allowing you to review calls and identify potential issues or areas requiring immediate attention.

Report options

The Keyword groups report has three parameters to be set. First, choose the date for which you want to produce a report (1). Second, specify the Keyword group to be analyzed (2). Finally, choose one or more agents or teams (3).

Results

The Keyword groups report returns a count of the number of words from a keyword group that were recorded for each call with the selected agents for the specified keyword group.

The report table contains the following columns: