05-04-2022 02:33 PM - edited 08-05-2022 12:53 PM
If you've set up your Invoca account to capture transcripts of your phone calls, you can search throughout all your phone calls at once for any word or phrase that was spoken in those calls.
First, log in to your Invoca account. Click Reports in the sidebar menu then in the Detail Reports section, select Calls. Click the + button to add a new filter, and select Global Transcript Search.
In the Words of Interest text box, enter any words you want to find, or whole phrases using quotation marks (""). Then, use the Speaker buttons to choose whether you want to search through words spoken by the Caller in your phone calls, the Agent, or Either. When you're finished, click Apply.
Here are a few things you can use Global Transcript Search for:
Additionally, once you've found a meaningful insight in your Transcript Search, that might be a perfect word or phrase to turn into a new Signal, so you can track that new trend going forward!
While Global Transcript Search pulls from the same data as the readable transcripts you can find in your conversation review suite, not everything will display exactly the same in both views.
First, Global Transcript Search currently is unable to search through all records within Invoca's standard data retention span (25 months). Currently, Global Transcript Search is only guaranteed to search through phone calls that occurred on or after August 1, 2021, though earlier transcripts are regularly being added. If you need a precise date for when the earliest phone calls in your Invoca account are available to find in Global Transcript Search, click the Contact Support button at the bottom of this article to ask our friendly Customer Success team.
Second, numbers will appear slightly differently in transcripts for individual calls than they do in your Global Transcript Search. In your readable transcripts, numbers are formatted as numeric characters ("1", "2", "3", etc). In your Global Transcript Search, numbers will be spelled out as words ("one", "two", "three", etc).
Any customer in your Invoca account with permission to access phone call recordings and transcripts will also be able to search using Global Transcript Search in their Calls Report. If your Invoca network doesn't have recordings and transcripts enabled, click the Contact Support button at the bottom of this article to get in touch with our friendly Customer Success team and request this feature for your account!