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Keywords

Word and phrase tracking in call transcripts

#Keywords

#What are Keywords?

Keywords are specific words or phrases that TotalView AI tracks in call transcripts. Unlike AI-powered quality checks, keyword detection uses simple text matching — if the word appears, it's counted.

Use keywords to:

  • Track competitor mentions
  • Monitor compliance phrases
  • Identify sales opportunities
  • Detect sensitive topics
  • Count specific terminology

#Keywords vs. Quality Checks

Feature Keywords Quality Checks
Detection method Exact text match AI interpretation
Scoring Count only (no pass/fail) 0-100 score
Context understanding No Yes
Setup complexity Simple Requires prompts
Best for Specific words/phrases Behaviors and concepts

Use keywords when:

  • You need exact phrase detection
  • Context doesn't matter
  • You want simple counting

Use quality checks when:

  • Behavior matters more than words
  • Context affects interpretation
  • You need pass/fail evaluation

#Configuring Keywords

#Accessing Keyword Settings

  1. Navigate to your campaign
  2. Go to Settings
  3. Find the Keywords section

Or: Campaign → Keywords (if available as a tab)

#Adding a Keyword

  1. Click Add Keyword
  2. Enter the word or phrase
  3. Optionally assign a category
  4. Click Add

[SCREENSHOT: Keywords configuration with list and add form]

#Keyword Options

Field Description Example
Word/Phrase Text to detect "competitor" or "money-back guarantee"
Category Optional grouping "Competitors", "Promotions"

#Bulk Add

Add multiple keywords at once:

  1. Click Bulk Add
  2. Enter keywords, one per line
  3. Optionally select a category
  4. Click Add All

#Keyword Categories

Categories help organize keywords and enable filtered reporting.

#Creating Categories

Categories are created implicitly when you assign keywords:

  1. When adding a keyword, type a new category name
  2. The category is created automatically
  3. Future keywords can use the same category

#Common Category Examples

Category Example Keywords
Competitors CompanyX, BrandY, RivalZ
Promotions discount, free trial, money-back
Compliance terms and conditions, recorded, consent
Sentiment frustrated, angry, happy, thank you
Products ProductA, ServiceB, PlanC

#How Keywords Are Matched

#Matching Rules

  • Case-insensitive: "Discount" matches "discount", "DISCOUNT", "DiScOuNt"
  • Exact phrase: "money back" matches only that exact phrase
  • Word boundaries: "care" doesn't match "healthcare" (optional, depending on configuration)

#What Gets Scanned

Keywords are matched against:

  • Full transcript text
  • All speakers (agent and customer)

#Viewing Keyword Matches

#On Individual Calls

When viewing a call detail page:

  1. Look for the Keywords section
  2. See which keywords were detected
  3. View count per keyword
  4. Click to see where in the transcript

#Keyword Highlights

In the transcript view:

  • Matched keywords are highlighted
  • Click to jump to that position
  • Multiple matches show count

[SCREENSHOT: Transcript with highlighted keyword matches]

#In Call Lists

Filter calls by keyword presence:

  1. Go to campaign Calls
  2. Find the Keywords filter
  3. Select keywords to filter by
  4. View matching calls

#Keyword Analytics

#Campaign-Level Stats

In campaign overview or reports, see:

Metric Description
Total Matches Sum of all keyword occurrences
Top Keywords Most frequently detected
Keyword by Category Matches grouped by category

Track keyword frequency over time:

  • Increasing competitor mentions?
  • Declining compliance phrase usage?
  • Seasonal product interest?

#Editing and Deleting Keywords

#Editing a Keyword

  1. In the Keywords list, find the keyword
  2. Click Edit
  3. Modify the word or category
  4. Save

Note: Editing doesn't retroactively change existing matches. New matches use the updated keyword.

#Deleting a Keyword

  1. Find the keyword in the list
  2. Click Delete
  3. Confirm

Note: Deleting removes the keyword from configuration. Historical matches in calls remain visible.

#Use Cases

#Competitor Tracking

Track when competitors are mentioned:

Keywords:
- CompetitorA
- CompetitorB
- "their service"
- "other provider"

Category: Competitors

Insight: Calls with competitor mentions may indicate price shopping or dissatisfaction.

#Compliance Monitoring

Ensure required phrases are used:

Keywords:
- "this call may be recorded"
- "terms and conditions"
- "do you consent"

Category: Compliance

Insight: Low occurrence may indicate compliance gaps (pair with quality checks for verification).

#Sales Opportunities

Identify upsell potential:

Keywords:
- "upgrade"
- "additional features"
- "premium"
- "interested in"

Category: Sales Signals

Insight: Calls with these keywords may have upsell opportunities.

#Sentiment Indicators

Track emotional language:

Keywords:
- "frustrated"
- "angry"
- "disappointed"
- "excellent"
- "thank you so much"

Category: Sentiment

Insight: Complements AI sentiment analysis with specific phrase tracking.

#Keywords and Scoring

Keywords do not affect quality scores. They're purely informational.

If you need a keyword presence to affect scoring:

  1. Create a quality check instead
  2. Use a prompt like: "Did the agent mention the phrase '[keyword]'?"

#Best Practices

#Be Specific

  • "free trial" is better than just "free"
  • Reduces false positives
  • More actionable insights

#Use Categories

  • Organize keywords by purpose
  • Enable filtered reporting
  • Easier to manage large lists

#Review Regularly

  • Remove unused keywords
  • Add emerging terms
  • Adjust based on findings

#Combine with Quality Checks

Keywords tell you what was said. Quality checks tell you how it was said.

Example:

  • Keyword: "competitor" (detects mention)
  • Quality Check: "Did the agent handle competitor mentions professionally?" (evaluates behavior)

#Limits

Limit Value
Keywords per campaign 100
Characters per keyword 100
Categories per campaign No limit

#FAQ

#Are keywords case-sensitive?

No. Keywords match regardless of case. "Discount" matches "discount", "DISCOUNT", etc.

#Can I track phrases, not just words?

Yes. Enter multi-word phrases like "money-back guarantee". The exact phrase must appear.

#Do keywords work with partial matches?

It depends on configuration. By default, most systems match whole words to avoid false positives (e.g., "care" not matching "healthcare").

#Can I see which speaker said the keyword?

In the transcript view, you can see the context of each match, including which speaker said it.

#Do keywords affect the call score?

No. Keywords are informational only. Use quality checks if you need scoring based on word presence.

#Can I export keyword data?

Keyword matches are included in call data exports and reports. Filter by keyword, then export.

#How many keywords can I add?

Up to 100 per campaign. If you need more, consider consolidating or prioritizing.

#What's the difference between keywords and key topics?

  • Keywords: Exact phrases you configure; simple matching
  • Key Topics: AI-extracted themes; automatic, no configuration