Contents

Keyword Hit Report

The Keyword Hit report displays detail and summary views of keyword hits that were identified by Analyzer keyword categories, over a specified period of time. A bar chart reporting on the percentage of recordings containing hits from Keyword categories and a chart showing the count and percent of recordings that contain keyword hits by category are displayed. The report has hyperlinks to drill down to a Keyword Detail view and an Interaction Detail View for additional information on keyword hits within each call.

The information in the Keyword Hit report is displayed by Workgroup, Keyword Set Category, and Keyword Set name and includes:

Keyword
Date
Number of recordings
Number of hits

Parameters

The following parameters can be specified for the Keyword Hit report:

Recording Data/Time Required parameter
Display Chart Boolean parameter set to True by default, which controls the visibility of the chart on the first page of the report
Keyword Set Category
Keyword Set Name
Chart Top N Results Numeric parameter set to Top 10 categories, by default, that controls how many categories display on the chart
Workgroup Queue Parameter set by default to use the Secured Workgroup search, which can be configured by an administrator to use a textbox search
Interval Numeric parameter set by default to group data Daily=1, other values are: Day of week=0; Week=2; Month=3

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Keyword Hit Main Report

Report Element	Database Column or Computation
Workgroup (Header)	AnalyzerKeywordHit_viw.Workgroup
Keyword Set Category (Header)	AnalyzerKeywordHit_viw.Category
Keyword Set Name (Header)	AnalyzerKeywordHit_viw.Displayname
Keyword	AnalyzerKeywordHit_viw.KeywordName
Date	Convert to Local (AnalyzerKeywordHit_viw.RecordingDate)
# Recordings	Distinct Count (AnalyzerKeywordHit_viw.RecordingIds)
# Hits	Count of KeywordName per Keyword ID

Keyword Detail View

Report Element	Database Column or Computation
Workgroup	Current Workgroup (AnalyzerKeywordHit_viw. Workgroup)
Category	Current Category (AnalyzerKeywordHit_viw.Category)
Keyword Set Name	Current Keyword Set Name (AnalyzerKeywordHit_viw.DisplayName)
Distinct Count of Recordings	Distinct Count (AnalyzerKeywordHit_viw.RecordingId)
Recording Id	AnalyzerKeywordHit_viw.RecordingId
Recording Date/Time	Convert to Local (AnalyzerKeywordHit_viw.RecordingDate)
Duration	AnalyzerKeywordHit_viw.Duration
Event offset	DateDiff (AnalyzerKeywordHit_viw.RecordingDate ,AnalyzerKeywordHit_viw.EventDate )
Customer Positive Score	AnalyzerKeywordHit_viw.KeywordCustomerScorePositive
Customer Negative Score	AnalyzerKeywordHit_viw.KeywordCustomerScoreNegative
Agent Positive Score	AnalyzerKeywordHit_viw.KeywordAgentScorePositive
Agent Negative Score	AnalyzerKeywordHit_viw.KeywordAgentScoreNegative
Channel	AnalyzerKeywordHit_viw.KeywordChannel
Score	AnalyzerKeywordHit_viw.KeywordScore
Spotted Confidence %	AnalyzerKeywordHit_viw.KeywordConfidence

Interaction Detail View--using hyperlink from main report

Report Element	Database Column or Computation
Workgroup	Current Workgroup (AnalyzerKeywordHit_viw. Workgroup)
Category	Current Category (AnalyzerKeywordHit_viw.Category)
Keyword Set Name	Current Keyword Set Name (AnalyzerKeywordHit_viw.DisplayName)
Keyword	Current Keyword (AnalyzerKeywordHit_viw.KeywordName)
Distinct count of Recordings	Distinct Count (AnalyzerKeywordHit_viw.RecordingId)
Interaction ID Key	AnalyzerKeywordHit_viw.QueueObjectIDKey
Interaction Direction	InteractionsView.Direction
Recording ID	AnalyzerKeywordHit_viw.RecordingId
Segment Start	Convert to Local (InteractionsView.StartDateTime)
Participants	Display name based on InteractionsView.InitiatorLastName and InteractionsView.InitiatorFirstName Display name based on InteractionsView.RespondentLastName and InteractionsView.RespondentFirstName
Role	InteractionsView.InitiatorRole
iAddress	InteractionsView.InitiatorIAddress InteractionsView.RespondentIAddress
Ended By	InteractionsView.InitiatorHowEnded InteractionsView.RespondentHowEnded
Duration	InteractionsView.Duration InteractionsView.RespondentDuration

Views

AnalyzerKeywordHit_viw (Main Report and Keyword Hit subreport )
InteractionsView (Interaction Detail subreport from Hyperlink )