How do I quickly search for words and phrases in my fetched contacts?
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Go to CONVERSATIONS > Click Imported contacts & filters
If you configure your integration as full-fetch mode, you'll have access to a search option on the Imported Contacts table. Not only can you search by reference, you'll also be able to search by a specific word or phrase within the conversation.
For instance, you may want to understand when and where the word "complaint" is being used and within what context.
Is it being used by colleagues to ensure customers are actively informed of all relevant information at the start of their journey with you? E.g. Agent: "If for any reason you are unhappy with the service you receive from our company, you can complain at any time by either phone or letter. If you're not happy with the final response to the complaint, you can refer the matter to the Financial Ombudsman."
Or is it highlighting unhappy customers who have experienced a point of failure linked to a service, product, or process? E.g. Customer: "I'm not happy with the level of service received and would like to log a complaint!"
To use the search function, Select Word or Phrase search in the drop-down and simply type in what you want to find within the imported conversations (key word or phrase) and press enter.
All conversations meeting the criteria will now update in the imported contacts table.
You can search for multiple words or phrases and each search term will appear as a pill within the search field. If you enter multiple words and phrases, the search will return conversations that contain ALL search terms. So in the following example, the search would return all contacts that include the words hello AND name AND address...
When you click to view any contact returned by your search, you'll be able to see the found words and phrases....
PLEASE NOTE: You can't save these searches or build filters around them with this feature — it's specifically designed to help you quickly search for high-risk conversations that may contain "hot" words and phrases like complaint or profanities.
A much more powerful word and phrase search tool is available within our Conversation Analytics module where very complex searches can be built and saved to help you to:
Use AI to automatically reveal insight into what's happening within certain conversations
and
Build auto-QA scorecards to score 100% of conversations, report that data within evaluagent's reporting suite and help you apply a truly risk-based approach to manual QA. Filters can be built based on auto-QA results and GenAI-based insights, then randomly sampled to help you focus more in-depth manual interventions (QA, feedback, coaching, training) where they will have the biggest impact on overall performance.