Built-in metadata filters

Add built-in metadata filters to define which files should be included for analysis. V‑Spark includes the following built-in metadata for each file:

• Gender: filters results based on Agent or Client gender: All, Male, Female. See Gender identification.

• Emotion: filters results based on Agent, Client, or Overall emotion: Positive, Negative, Improving, or Worsening. Positive calls remain positive or neutral throughout the call. Negative calls remain neutral or negative throughout the call. Improving calls begin negative and progress to positive by the end of the call. Worsening calls begin positive but decline to negative by the end of the call. See Emotion and sentiment analysis.

  

• Call Duration: filters results to include only calls within a call duration range.

• Call Silence Time: filters results based on the percentage of non-speech duration. Calls with 100% silence contain maximum silence. A percentage range may be defined using a slider.

• Voice Clarity: filters results based on how clear the Agent or Client sounds on the recording. Speakers with 100% clarity would be the clearest. Low clarity indicates speech that is hard to understand, possibly due to poor phone signal, background noise, or speaker accent or enunciation. A percentage range my be defined using a slider.

  

• Overtalk: filters results based on the percentage of turns that an Agent talks over the Client. Overtalk of 100% indicates that the Agent spoke over the Client throughout the entire call. A percentage range may be defined using a slider. Overtalk may negatively impact transcription accuracy, as described in Types of Errors from Mono Transcripts.

• Diarization: filters results based on how well mono (single-channel) audio was separated into multiple speakers for analysis. 100% diarization indicates the highest quality speaker separation. See Diarization.

Custom metadata filters

Custom metadata filters can only be added to an application category if custom metadata field names have been configured for at least one of the folders linked to the given application. Refer to the V‑Spark Management Guide for more information regarding configuring custom metadata field names.

Available custom metadata fields can be found in the Filter drop-down menu, beneath the built-in filters.

To add a custom metadata filter, select a custom metadata field from the Filter drop-down menu. The "Add metadata filter" dialog displays. Enter the value for the custom metadata field by which to filter, and select Add. Custom metadata filters display in the Metadata filters section, similarly to built-in metadata filters, as shown in Parts of the Application Editor.

Unlike built-in metadata filters, custom metadata filters may be used to exclude files that match a designated value. To add an exclude custom metadata filter, prefix the entered value with a dash (-) before adding. Exclude filters display as a yellow tag in the Metadata filters section.