Symptom / Need

Contact center supervisors want to quickly identify the most frequently mentioned words or phrases during agent interactions with customers to assess trends, recurring themes, and potential problems.

Context / Scenarios

• The supervisor needs to understand the most discussed topics in interactions to adjust the team's strategy.
• Quick analysis is required without having to read or listen to all recorded conversations.
• The "Word Cloud" functionality is located in wolkvox Manager, specifically in the "Dashboard" section, within the "Speech and Text Analysis" tab, and then in the "Word Cloud" tab.

Answer (Solution/Recommendation)

The "Word Cloud" is a visual representation that shows the most frequent words or phrases used in customer interactions. Words appear in different font sizes, with larger ones representing a higher frequency of occurrence.

How is the "Word Cloud" generated?

1. Data source : The word cloud is built from transcripts generated by speech-to-text analysis, or from chat messages if they are written interactions.
2. Frequency of use : Each word is analyzed according to its number of occurrences within interactions. Common and less relevant words (such as articles and prepositions) are usually automatically filtered out.
3. Dynamic display : The most relevant words are displayed in a larger size, while the less frequent ones appear in smaller sizes.

Benefits of the "Word Cloud"

• It allows you to quickly detect recurring issues or problems.
• Helps improve agent training by identifying key terms.
• Facilitates decision making based on observed trends.

Recommendation : Supervisors can use the word cloud in conjunction with other metrics to gain a complete picture of team performance and customer needs.