#### Speaker Include and Exclude Phrases

Guidelines for application speaker phrases:

• Include and Exclude phrases may apply to Agent turns, Client turns, or both Speakers turns.

• Phrases may contain multiple words, but are restricted to 250 characters in length

• Phrases may only contain one special character. Special characters may not be combined in a single search phrase.

• Phrases prefixed with "-" (minus) are considered exclude phrases. The "-" in exclude phrases is not considered to be a special search character, and exclude phrases may still contain one special character. Exclude phrases are treated differently during scoring, depending on the category level. See Leaf Scoring with Exclude Phrases for more information.

Permitted search characters and their functions are listed in the following table, along with example use cases.

Table 1. Special Characters Permitted in Application Speaker Phrases

Character

Function

Example

Meaning

&

AND

phone & tablet

Match transcripts containing both "phone" and "tablet"

|

OR

phone | tablet

Match transcripts containing either "phone" or "tablet"

*

Wildcard for 0+ characters

help*

Match transcripts containing phrases like help, helping, helpful, and so on

?

Single character wildcard

th???

Match transcripts containing phrases like "there", "thank", "those", and so on

~n

Search for phrases appearing up to n words apart within the same speaker turn

cancel account ~4

Match transcripts containing "cancel" and "account" no more than 4 words apart in the same speaker turn, like "cancel your, the account" or "cancel my daughter’s membership account"

~t

Search for phrases appearing within the same speaker turn

cancel account ~t

Match transcripts containing "cancel" and "account" in the same speaker turn

^

Search for phrases found at the beginning of a speaker turn

Match transcripts containing "helpful" at the beginning of a speaker turn

$Search for phrases found at the end of a speaker turn upset$

Match transcripts containing "upset" at the end of a speaker turn

~s>n

Search for phrases found after the first n seconds of the transcript

can I have your account number ~s>30

Match transcripts containing "can I have your account number" after the first 30 seconds of the call

~s<n

Search for phrases found within the first n seconds of the transcript

can I have your name please ~s<30

Match transcripts containing "can I have your name please" within the first 30 seconds of the call

~e>n

Search for phrases found before the last n seconds of the transcript

cancel account ~e>30

Match transcripts containing "cancel account" before the last 30 seconds of the call

~e<n

Search for phrases found within the last n seconds of the transcript

have a good one ~e<30

Match transcripts containing "have a good one" within the last 30 seconds of the call

### Note

Limitations of time-based searches

• Time-based searches use the speaker turn start times when looking for matches. For example, if the search phrase is "Client: phone ~s<30" and the Client’s turn begins at 28 seconds, but the phrase "phone" doesn’t occur until 40 seconds in, that will still be marked as a match since the start of the speaker turn was within the correct time frame.

• Time-based searches will not work on files that were uploaded to a system running Version 2 of V‑Spark . A search phrase can match any location in the file, not limited to time.