Time-based Search & Limitations
Time-based searches can be used to find phrases that occur within a specified time period from the start or end of the call. Examples of time-based searches are shown in the following table.
|
Search Term |
Meaning |
|---|---|
|
phone ~s<30 |
Files that have "phone" in the first 30 seconds of call |
|
cancel account ~s>30 |
Files that have "cancel account" anywhere except the first 30 seconds of call |
|
thank you ~e<30 |
Files that have "thank you" in the last 30 seconds of call |
|
upset ~e>30 |
Files that have "upset" anywhere except the last 30 seconds of call |
|
-thank you ~e<30 |
Files that don’t have the search term "thank you" in the last 30 seconds of the call |
One consequence of time-based search requires explanation. Since time-based search only evaluates speaker turn start times, some matches may be missed or incorrectly marked. 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 after the start time, then a match will still be signified since the start of the speaker turn fell within the correct interval.
