Create and manage phrases and phrase categories

Use the Phrase Manager page to create, manage, import, and export the phrase lists used in speech and text analytics tasks.

A phrase is a group of one or more words that Calabrio ONE can search for as a single grammatical unit in audio and text tasks. When you provide a phrase that is important to your business, Calabrio ONE analyzes the speech in audio recordings, the text in emails, and the transcriptions of audio recordings for the phrase. It uses fuzzy logic to look for words that are similar to the words that make up the phrase. This means you will not always find an exact match to the phrase you enter even though there are contacts returned.

A category is a collection of phrases that you organize together because they have a similar business purpose or language. Analytics tasks can process multiple phrase categories. Groups of phrases indicating particular intentions, such as “Happy Customer,” can be used in multiple tasks, for example, tasks that analyze calls handled by different groups of agents. Categories are also used to contain phrases in a specific language. You can create a “Happy Customer—English” category for agents who speak English and “Client heureux—français” for agents who speak French.

Prerequisites

You have the Administer Text Analytics and Administer Speech Analytics permissions

Page location

Application Management > Analytics > Phrase Manager

Procedures

Find an existing category or phrase

Click Filters (upper-left corner of the page) to open the Filters panel.
Select search criteria from the drop-down lists available in the panel. The list of categories and phrases updates as soon as you select a filter.

Add a new phrase

Click Add Phrase at the top right of the page to display a phrase configuration page.

Enter the phrase in the Phrase field.

For speech analytics:

Use longer phrases. More syllables generate more accurate hits.

Spell out every word and number. For example, street instead of st, and one thousand instead of 1000.

For text analytics:

Ensure each word and phrase in a category is unique. Phrases that share common words can result in multiple hits in the same text. For example, ambulance and ambulance service would return overlapping hits.

Add commonly misspelled words. A phrase might be missed when the text is analyzed because of a spelling error. For example, include their, they’re, and there.

Select the appropriate category from the Category drop-down list.
Select the Enabled check box to activate the phrase in Analytics.

BEST PRACTICE We are in the process of removing the fields mentioned in steps 5, 6, and 7 below. We recommend that you not use these fields.

(Optional, speech analytics only) Enter the confidence level from 1–100 in the Confidence field. This value is the minimum threshold that must be met in order for Calabrio ONE to store a detected phrase hit. When a phrase is detected in a search, Calabrio ONE includes the level of confidence that the hit is accurate. The higher the confidence level, the more likely the hit is accurate. If you set the confidence level to 40, more hits will be stored, but they might include more inaccurate ones. If you set the confidence level to 90, there will be fewer hits stored, but they will likely be more accurate ones.
(Optional, speech analytics only) Enter the phonetic spelling of a phrase in the Phonetic field. When you click in the field, a phonetics keyboard displays. Click the keys that represent the sounds in the phrase.

NOTE Phonetics keyboards are available only for languages that support phonetics.

(Optional, speech analytics only) Calabrio ONE uses standard pronunciation to locate a phrase in a recording. If there is a non-standard pronunciation of the phrase, enter that pronunciation in the Sounds Like field, spelling it like it sounds.

EXAMPLE

Word	Std pronunciation	Non-std pronunciation
defense	diffence	deefence
caramel	karamel	karmull
kilometer	killommitter	killohmeeter

NOTE

Speech analytics searches for a phrase use pronunciation information you provide in the following order:

Phonetic field entry
Sounds Like field entry
Phrase field entry (actual spelling)

Click Save.

Add a new category

Click Add Category at the top right of the page to display a category configuration page.
Enter a unique name for the new category in the Category field.
(Optional) Enter a description of the category in the Description field.
Select the language associated with the category from the Language drop-down list.

IMPORTANT If this category will include text analytics phrases, you must select English (US), even if the phrases are intended for a language other than US English.
Click Save.

Edit an existing category or phrase

Locate the item you want to edit in the category/phrase list. Use filters to narrow down the list if desired.
Display the category or phrase configuration page.
- Category: Click the pencil icon at the right end of its listing.
- Phrase: Double-click the phrase’s listing.
Edit the configuration page as desired.
Click Save.

Enable an existing phrase

Enabling a phrase causes Calabrio ONE to search for it in all speech-to-text (transcription) tasks.

Select the phrase.
Select Enable from the Actions drop-down list (upper-right corner of the page).
Click Yes.

Disable an existing phrase

Disabling a phrase removes it from all speech-to-text (transcription) tasks. Calabrio ONE does not identify hits for disabled phrases.

Select the phrase.
Select Disable from the Actions drop-down list (upper-right corner of the page).
Click Yes.

Delete an existing phrase

You can delete a phrase only when any contacts that contain hits for that phrase have reached the end of their data retention period. Only when there are no more contacts with that phrase hit can the phrase be deleted.

Locate the phrase you want to delete in the category/phrase list. Use filters to narrow down the list if desired.
Double-click the phrase listing to display the phrase’s configuration page.
Click Delete.
Click Yes.

Delete an existing category

A category cannot be deleted if it still has phrases associated with it.

Locate the category you want to delete in the category/phrase list. Use filters to narrow down the list if desired.
Click the pencil icon at the right end of the category listing.
Click Delete.
Click Yes.

Import categories and phrases

The Import feature lets you import new categories and phrases and update existing categories and phrases to Calabrio ONE. The data must be in a CSV file and follow the format detailed in the table below. If there is a format error, the import will fail.

NOTE A phrase can exist in only one category. If you try to import Phrase A to Category B, but Phrase A already exists in Category A, it will not be added to Category B.

Click the Actions button at the top right of the page and select Import from the drop-down list.
Navigate to the CSV file and then click Open to import the data.

CSV files for import must include the columns listed in this table, in the order shown (top to bottom = order left to right in the file).

BEST PRACTICE We are in the process of removing the Phonetic, Soundslike, and Confidence fields. We recommend that you not use these columns in your imported CSV file.

Column	Description
Category	(required) The name of the category.
Phrase	(required) The phrase text.
Phonetic	(optional, for Speech Analytics only) The phonetic transcription of the phrase. Fields for this column can be empty.
Soundslike	(optional, for Speech Analytics only) The non-standard pronunciation of the phrase, spelled as it sounds. Fields for this column can be empty.
Confidence	(optional, for Speech Analytics only) The minimum confidence level for a hit.
State	(required) 0 (zero) if the phrase is disabled for Analytics, or 1 if the phrase is enabled for Analytics.
LanguageID	(required) The 2-character language code and 2-character country code for the phrase, in the format nn-nn. EXAMPLE en-us = US English.

Export categories and phrases

The Export feature lets you export all Phrase Manager data to a CSV file.

Click the Actions button at the top right of the page and select Export from the drop-down list.
Choose to either open the export file or save it to your local drive. By default, the export file is named phrases.csv.