Insight on Keyword by Speaker in Conversation Topics

To see which Keywords are mentioned by Conversation AI users, and which ones are mentioned by conversation participants who are outside of the org, like current customers or prospects, CAI users can use the Speaker filter to filter by Keyword speaker in the Overtime and Occurrence in Conversation Insight reports.   

To use the Speaker filter within the Over Time report:

  1. Select the Over Time report from the Insights section of the left-hand navigation panel
  2. Select the Speaker drop-down and choose one of the following:
    • Agent - Displays Keywords mentioned by a Conversation AI user hosting the call.
    • Participant - Displays Keywords mentioned by meeting attendees outside of your company that attended the conversation (e.g. Leads, Contacts, Customers.)
    • Anyone - Displays Keywords mentioned by anyone within a meeting. mceclip0.png

 

To use the Speaker filter within the Occurrence in Conversation report:

  1. Select the Occurrence in Conversation report from the Insights section of the left-hand navigation panel
  2. Select the Speaker Drop-down and choose one of the following:
    • Agent - Displays Keywords mentioned by a Conversation AI user hosting the call.
    • Participant - Displays Keywords mentioned by meeting attendees outside of your company that attended the conversation (e.g. Leads, Contacts, Customers.)
    • Anyone - Displays Keywords mentioned by anyone within a meeting.

mceclip1.png

Was this article helpful?

/