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This is a verified product documentation article. For case-based resolutions articles, please reference the Knowledge Base section of Invoca Community.
stevestormoen
Employee
Employee

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:
 

  • Find trends within your phone calls to track against your active promotions or seasonal business changes
  • Test for script adherence from your call center agents
  • Spot conversions and other insights that your Signals might have missed

 
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!
 

Differences between your transcripts for individual calls and records in your Global Transcript Search

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).

Third, your Global Transcript Search can intelligently find different words based on the same root word. For example, if you search for the word "price" in your Global Transcript Search, you'll also see results for the word "pricing" — even though the original root word isn't fully contained in that result. Searching in your individual call records cannot return this level of flexibility.
 

Who can access Global Transcript Search

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!
 

Need more help?

Don't see what you are looking for? You can ask the Community or contact support.