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Interaction Administrator Help
Keyword examples
This topic provides example keywords and phrases you might set up for use in Interaction Analyzer to spot usage when spoken by agents, customers, or both. Use these examples to help you think about what keywords and phrases are important to your contact center or business and then build upon it.
Note: These keywords are only examples and do not represent a comprehensive collection of keywords that can achieve the goals for your contact center.
Examples are provided for the following keyword categories:
The following tables contain example keywords, sorted by category and keyword set name.
Example Keyword Set Category: Agent greetings
Keyword Set Name |
Keywords |
(Agent) Collections Statements |
|
(Agent) Opening Statements |
|
(Agent) Sales Pitch |
|
(Agent) Survey Pitch |
|
Example Keyword Set Category: Agent training issues
Keyword Set Name |
Keywords |
(Customer) Broken Trust |
|
(Agent) Excuses |
|
(Agent) Improper Statements |
|
(Agent) Lack of Knowledge |
|
Example Keyword Set Category: Call conclusion
Keyword Set Name |
Keywords |
(Agent) Ending Statements |
|
Example Keyword Set Category: Call escalation
Keyword Set Name |
Keywords |
(Customer) Redirection Requests |
|
Example Keyword Set Category: Competitors
Keyword Set Name |
Keywords |
Competitor Names |
|
Competitor Products |
|
Example Keyword Set Category: Cursing
Keyword Set Name |
Keywords |
Cursing |
|
Example Keyword Set Category: First Call Resolution (FCR)
Keyword Set Name |
Keywords |
(Customer) Subsequent Call |
|
Example Keyword Set Category: Marketing
Keyword Set Name |
Keywords |
(Agent) Ad Placement |
|
(Customer) Ad Placement |
|
Example Keyword Set Category: Negative statements
Keyword Set Name |
Keywords |
(Agent) Astonishment |
|
(Agent) Condescension |
|
(Agent) Poor Attitude |
|
(Customer) Collection Excuses |
|
Example Keyword Set Category: Positive statements
Keyword Set Name |
Keywords |
(Agent) Action |
|
(Agent) Adverbs |
|
(Agent) Advice |
|
(Agent) Cooperation |
|
(Agent) Empathy |
|
(Agent) General |
|
(Agent) Reassurance |
|
(Customer) Trust |
|
Example Keyword Set Category: Problem identification
Keyword Set Name |
Keywords |
(Customer) Account Identification |
|
Product Identification |
|
Example Keyword Set Category: Problem resolution
Keyword Set Name |
Keywords |
(Agent) Resolution Indicators |
|
(Customer) Resolution Indicators |
|
Example Keyword Set Category: Sales
Keyword Set Name |
Keywords |
(Customer) Loss of Business |
|
(Customer) Referral |
|
(Customer) Repeat Business |
|
(Customer) Sale Success |
|
Example Keyword Set Category: Service improvement
Keyword Set Name |
Keywords |
(Customer) Suggestions |
|
Example Keyword Set Category: Threats
Keyword Set Name |
Keywords |
Legal Action |
|
Threats |
|
Example Keyword Set Category: Upset customer
Keyword Set Name |
Keywords |
(Customer) Emotional Words |
|
(Customer) Time Issues |
|