Search

The Files view provides a function for searching your files. This section discusses how to perform Plain Text and Regular Expression searches, perform Metadata searches, perform OR/AND searches, Bookmark search terms, and filter through results.

The following example shows the Files View of the calls in a folder. To access this screen for a specific folder, click Dashboard, then use the dropdown lists to select the company, organization, and folder options associated with the audio record data you want to review or search. Audio records associated with these entities appear below dashboard overview charts.

Search your files for key words and phrases.
Show and hide data field columns to customize display.
Bookmark frequent searches.
Export search results to a CSV file.
Use filters to narrow down your search.

To search the transcripts of the files that are located in this folder, enter a term into the search field under the Term label. The files in the selected date range for the current folder are searched for the specified term, and that term is added to the list of search terms at right.

The search term input field supports both the Plain and Regex (Regular Expression) text search methods. The desired type of search is selected using the green/orange Plain/Regex toggle button at the top right of the search field. Plain search can consist of words or phrases and can use the special characters shown in Plain Text Search, while regex searches only search a single word and support the special characters discussed in Regular Expression Search.

Note: All dashboard searches are case insensitive.

The search function can be used to search for words, phrases, or regular expressions. The search can be applied over all turns in all transcripts, the agent speaker turn or the client speaker turn of transcripts, as well as by File Name, Agent ID, Tag, Transcript ID, Request ID, and any custom metadata fields that have been configured for the folder. This type of filtering is selected using the drop-down menu to the left of the search text box, and is discussed in the next section.

Note: Depending on whether or not a phrase triggers number translation, numbers can appear either written out (two) or as digits (2) in transcripts. The application phrases and dashboard searches only look for exact matches, so if you search for (2) you won’t see results for (two). If you are looking for all instances of a number, you can use the OR "|" search operator. For example, searching "2 | two" will provide you with all files containing the number two.