This functionality serves for keyword analytics, tracking the keywords spoken during calls made through the Call Logic. Users can input keywords and observe how frequently a particular word is mentioned by either a Buyer or a lead.
It also provides insights into the number of calls where keywords were spoken that resulted in conversions. Additionally, users can analyze which Buyers and Campaigns generated sales and their performance across various Publishers and other parameters.
- How to Enable and Configure the Required Additional Features.
- How to Create the Key Phrase Filters.
- Keyword Analytics
- Keyword Search
How to Enable and Configure the Required Additional Features
The Keyword analytics feature requires some additional features to be enabled. Go to the System Management > System Subscriptions section, select the Call Logic additional features, and activate the following by clicking the “View/Edit” button in the “Action” column:
- The Call Recording feature captures and stores telephone conversations for various purposes, such as quality assurance, training, and more.
Read more about the Call Recording feature in this Knowledge Base article.
- The Speech to Text feature converts audio recordings to text, immediately returning the transcript recognized from the audio.
- The Keyword Search feature searches for phrases or keywords in audio recordings.
Read more about the Keyword Search feature in this Knowledge Base article.
- The Numerical Data Redaction feature removes any numeric data, such as bank account, credit card, or social security numbers, from the audio recording or during the conversation.
Note: The feature is optional. Enable it if you want to encrypt the sensitive data.
Read more about the Numerical Data Redaction feature in this Knowledge Base article.
Read more about the System Subscriptions section in this Knowledge Base article.
The Keyword Search and Numerical Data Redaction features should be enabled manually.
Go to the System Management > Products section and click the “Settings” button next to the Product. Go to the “Recordings” tab and configure the following fields:
- Record X percent of total calls: Enter the percentage ratio of total calls you would like to record, e.g., enter the value of 100 if you want to record all calls.
- Numerical Data Redaction (optional): Select the “Enabled” or “Enabled (Strict)” option. The “Enabled (Strict)” option will override the Campaign settings.
- Keyword Search: Select the “Enabled (Strict)” option to override the Campaign settings. If you select the “Enabled” option, the Campaign settings will have a priority.
Note: You can also configure the Keyword Search feature at the Campaign level.
Read about Keyword Search Campaign configuration in this Knowledge Base article.
How to Create the Key Phrase Filters
To track and analyze the keywords, you should first add them to the Key Phrase filters. Then, go to the Analytics and Optimization > Manual Control > Filters section to create and manage existing keyword filters.
Click the “Add New” button and fill in the following fields:
- Name: Enter the name of the record.
- Phrase: Enter the word or phrase you want to track.
Click the “Save” button.
Keyword Analytics
To view the Keyword analysis, go to the Analytics and Optimization > Manual Control > Keywords section.
The Keyword analytics section contains the following information:
- Key Phrase Filter: The keyword or phrase used as the Key Phrase Filter.
- Agent: The number of calls in which the Buyers had used the keyword or key phrase.
Note: You can view the text from the Buyer in the audio transcription. To see the transcription, go to the Lead Info page and select the “Call Record” tab or to the Analytics and Optimization > Manual Control > Keywords Search section and click the “Play” button in the “Play” column. To access the audio record, you have to enable Two-Factor Authentication. Read about the Lead Info page in this Knowledge Base article.
Read about the Two-Factor Authentication in this Knowledge Base article. - Customer: The number of calls in which the callers had used the keyword or key phrase.
Note: You can view the text from the Caller in the audio transcription. To see the transcription, go to the Lead Info page and select the “Call Record” tab or to the Analytics and Optimization > Manual Control > Keywords Search section and click the “Play” button in the “Play” column. To access the audio record, you have to enable Two-Factor Authentication.
Read about the Lead Info page in this Knowledge Base article.
Read about the Two-Factor Authentication in this Knowledge Base article.
- Total Calls: The total number of calls.
- Sold Calls: The number of calls with the “Sold” status.
- Conversion Rate: The percentage ratio of the “Sold” calls to the total number of the calls.
Note: All values in the report (except the “Conversion Rate” and “Key Phrase Filter” values) are clickable. After clicking on a specific value, the system will redirect you to the “Keyword Search” section with these filters applied.
You can view the report grouped by the following criteria:
- Key Phrase Filter
- Buyer
- Campaign
- Publisher
- Call Status
Note: In reports grouped by parameters other than Key Phrase Filter, the “Key Phrase Filter” filter is mandatory.
You can narrow down the search results by using the following filters:
- Date: Select the date range.
- Call Status: Select the call status.
- Buyer: Select the Buyer.
- Campaign: Select the Campaign.
- Key Phrase Filter: Select the keyword filter record.
Keyword Search
To view the sales details, filtered by Key Phrase Filter, go to the Analytics and Optimization > Manual Control > Keyword Search section.
You can narrow down the search results by using the following filters:
- Lead ID: Enter the unique identification number of the lead.
- Date: Select the date range.
- Product: Select the Product.
- Publisher: Select the Publisher.
- Publisher Phone Number: Select the Publisher’s reserved phone number.
- Call Status: Select the call status.
- Buyer: Select the Buyer.
- Buyer Campaign: Select the Campaign.
- Buyer Phone: Select the Buyer’s phone number.
- Participant: Select the conversation participant (Agent, Customer, Any).
- Search Type: Select how you want to proceed with the search (Exact phrase match, All words in any order, Any of the words).
- Search Words: Enter the keyword or keyphrase. The filter is mandatory otherwise, the “Search Words is invalid” warning will appear.
The Keyword Search section contains the following information:
- ID: The unique identification number of the lead.
- Date: The date and time when the call started and the Lead was created.
- Product: The name of the Call Logic Product
- Publisher: The name of the Publisher.
- Publisher Phone Number: The reserved phone number of the Publisher.
- Call status: The Publisher call status depending on the Buyer's response (Buyer nor found, Duplicate Call, Fax/silence detected, Hang up by buyer, Hang up by lead, Hang up by lead (IVR), In progress, IVR Error, IVR Reject, Not answered, Returned, Sold, Transferred, Transferred to IVR, Unknown error).
Read more about the Call Status in this Knowledge Base article.
- Buyer: The name of the Buyer.
- Buyer Campaign: The Campaign the Lead was sold to.
- Buyer Phone: The phone number of the Buyer.
To listen to the call recording and to view the speech-to-text transcription, click the “Play” button in the “Play” column. The system recognizes and records two audio tracks from the Agent (the Buyer) and the Customer (the caller), respectively, and displays the word transcription below the tracks in the “Transcription” block. The keywords or key phrases are linked to the moment in the recording so that you can listen to them when you click on the keyword.
To play the track, click the “Play” button.
To download the track, click the “Download” button.
You can also add a comment regarding the conversation if you need it.
Note: To access the audio record, you have to enable Two-Factor Authentication. Read about the Two-Factor Authentication in this Knowledge Base article.