Who can use this feature
Rights: any user with access to Text analytics.
Location: the Text analytics page
Overview
A month of feedback is a few thousand comments, and nobody reads a few thousand comments. Text analytics turns them into tag tables that tell you which subjects come up and how they score, then lets you go the other way: from a tag back to the exact comments behind it, and from there to a search precise enough to isolate one turn of phrase. The aggregated view answers what is happening, and the verbatims answer why.
Read the tag tables and open the verbatims behind a tag
📷 Capture à ajouter
- Open the tag tables. On the Text analytics page, tables such as Top Tags and Tag Breakdown list one line per tag, with its volume and its score.
- Jump to the comments behind a tag. Hover the line of the tag and click
SEE VERBATIM, which appears on hover. The page filters down to the verbatims carrying that tag. Every tag table has the button by default, with nothing to activate.
- Check or undo what is filtered.
Edit filtersbecomes active and shows the filters now applied, which is worth a look before you read a number as if it covered everything.Reset filtersclears them.
Search the verbatim list
- Type what you are looking for. Enter your terms in the search field of the verbatim list. Several words are allowed, separated by spaces, and the search is not case sensitive.
- Decide how several words are combined. Under Verbatim to search, With at least one word included is the default and returns comments containing any of your words, so searching for two words widens the result rather than narrowing it. All words included keeps only the comments where every word appears.
- Decide how each word is matched. Under Matching, Match partial word is the default and finds your word inside longer ones, so
ringalso returnsoffering. Match whole word restricts the search to the word itself.
- Search an exact phrase. Put it in double quotes, for example
"apple pay", to find only the comments where those words appear together in that order. You can mix phrases and single words in the same search, as in"apple pay" slow, and there is no limit on how many of either you add.
What this feature does not do
- The search matches the words a customer wrote. Narrowing by period, tag or segment is done with the filters above the list, not with the search field.
- The AI analyses of this page, summaries on a tag and Explore, are enabled per company and then per user role. Where they are not enabled, the page works as described here without them.
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This document is for information and illustrative purposes only. It does not represent any contractual engagement and is subject to change for the purpose of service improvements.