Travailler avec une phrase

Conditions préalables

      Phrases are a string of words that outline the various ways in which a topic can be expressed. That is, they represent the type of interactions you want to find and analyze and then enable you to focus your business on what your customers want and need.

      You can add phrases one by one, or in bulk using a file upload option. Any words, including words outside the standard dictionary can be included in a phrase and are automatically added to the language model for recognition. Without one or more phrases, a topic cannot exist. For more information, see Work with a topic.

      For more information about how to deposit the optimal strictness for a phrase, see How do I choose appropriate strictness values when entering a topic phrase?

      Remarques:

      • Un sujet est composé d’une ou plusieurs phrases qui représentent une intention spécifique (par exemple, l’annulation) et chaque programme est associé à un ou plusieurs sujets. 
      • Chaque sujet est limité à 1000 phrases.
      • Les phrases peuvent être ajoutées une par une ou en vrac à l’aide de l’option importation de phrases.
      • lusieurs sujets peuvent contenir la même phrase.

      The more words and phrases you add to a topic, the higher the likelihood that those words and phrases are transcribed in transcripts. If your organization has words that are outside the standard vocabulary, be sure to include those words in many phrases. Doing so automatically adapts the language model and adjusts transcription output.

      If you add an acronym to a phrase, spell out the acronym as individual letters. For example, add “Roth I R A” to detect and transcribe discussions about Roth IRAs more frequently and accurately.

      1. Cliquez sur Admin. 
      2. Under Quality, click Topics. A list of available topics appears.
      3. Créer un nouveau sujet ou modifier un sujet existant. Pour plus d'informations, voir Travailler avec un sujet.
      4. Clique le Expressions (#) en haut de la liste des sujets. Les Phrase liste apparaît.

      Cliquez sur l’image pour l’agrandir.
      Onglet Expressions.

      Les informations et options suivantes apparaissent dans le rogrammes liste :

        • Phrase – La colonne Phrase contient la phrase. 
        • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm views phrase confidence after stemming to determine if the phrase is a match.
          • Phrase confidence – A score between 0 and 100, generated by speech and text analytics during phrase matching, that depends on word order and missing or substituted words within the transcript.
          • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered a match (for example, when the root word is cancel, then canceled, cancels, and canceling considered a match).
        • Delete – Enables you to delete the specific phrase. To delete the phrase, click the x associated with the phrase that you want to delete.
        • Chercher - Utilisez leChercher champ pour trouver un sujet spécifique.

      1. Faites une liste de phrases qui, selon vous, représentent votre problème commercial.
      2. Adhérez aux meilleures pratiques suivantes au cours de ce processus.
        • Business Problem – Before you begin listing phrases, define the data you want to collect in 3-4 sentences. Think about the intent that the phrases you collect will reflect, and be as specific as possible.
        • termes – Énumérez autant de phrases courantes que possible qui sont fréquemment utilisées pour exprimer l'intention. Incluez autant de variantes des phrases que vous le pouvez.
        • Term Length – Longer phrases are easier to identify than shorter phrases, so try to use phrases that include at least 4–6 words and at least 20 characters. Phrases can contain up to 100 characters. As a rule, the longer the phrase, the more accurately it is identified. However, fewer events are found for longer phrases. Conversely, the shorter the phrase, the more events are found, but the accuracy is lower.
        • Synonymes – Essayez de trouver des synonymes pour les mots qui apparaissent dans les phrases et énumérez les variantes des phrases en utilisant les synonymes à la place du mot original. Par exemple, si vous recherchez des conversations dans lesquelles la fermeture d'un compte est discutée, listez tous les mots avec les verbes « annuler » et « fermer » :
          • je veux annuler mon compte
          • je veux fermer mon compte
          • Je dois fermer mon compte
          • J'ai besoin d'annuler mon compte
        • Mots courts – Supprimez les mots courts au début des phrases dans la mesure du possible. Par exemple, au lieu de « Je veux réduire le tarif », utilisez « Je veux réduire le tarif ».
      3. Cliquez sur Admin
      4. Under Quality.
      5. Under Quality, click Topics. A list of available topics appears. For more information, see Work with a topic.
      6. From the Name column, click the name of the topic to which you want to add, update, or remove a phrase or click Create Topic if you want to add phrases to a new topic. The selected topic details appear. 
      7. Clique le Expressions (#) en haut de la liste des sujets. Les Phrase liste apparaît.
      8. Cliquez sur Ajouter une phrase au sommet de la Phrase liste. Les Ajouter une phrase les options apparaissent dans la partie droite de l'écran. 
        Note: You can include words with quotation marks within a phrase; however, the words within the quotation marks are mandatory and you must include them as an exact match for the phrase to be detected. Phrase order is important and stemming does not occur. For example, if the word cancel is in quotation marks, Genesys Cloud searches only for the word cancel, not canceled, canceling, cancels, and so on. When a phrase includes a word or words in quotation marks, the words in quotation marks appear as bold in the Phrase list. When the process searches for the words in the phrase, topic spotting does not use white space added to the phrase. Extra white space is removed from the phrase when it is added.

        Cliquez sur l’image pour l’agrandir.
        Ajouter une fenêtre de phrase.
        • Ajoutez une seule phrase :
          1. Under the Add Phrase title, click the Single tab.
          2. In the Enter Phrase Text field, enter the phrase to add.
          3. From the Strictness list, select a strictness.
            Note: The level of strictness defines how confident the system must be to recognize a topic phrase. For example, if you select Low (65) for a phrase or topic, the topic phrase must be identified with confidence levels of at least 65 to be identified. If the system recognizes a phrase with a confidence of 55 and the topic was configured with a strictness of Low (65), then the phrase is marked as not found and therefore not associated against the topic for that interaction. However, if the strictness returned by the system is higher than 65, then the phrase is marked as found and associated with that topic for that interaction.
          4. Cliquez sur Ajouter.
        • Add multiple phrases:
          1. Under the Add Phrase title, click the Multiple tab.
          2. Cliquez sur Parcourir et sélectionnez le fichier.txt contenant les phrases que vous souhaitez ajouter au sujet.
          3. Cliquez sur Ajouter.
      9. To create the new topic or to update an existing topic, click Save Draft. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
      10. Cliquez sur Fermerpour revenir à la liste des sujets.

      1. Faites une liste des phrases que vous souhaitez modifier.
      2. Adhérez aux meilleures pratiques suivantes au cours de ce processus.
        • Business Problem – Before you begin listing phrases, define the data you want to collect in 3-4 sentences. Think about the intent that the phrases you collect will reflect, and be as specific as possible.
        • termes – Énumérez autant de phrases courantes que possible qui sont fréquemment utilisées pour exprimer l'intention. Incluez autant de variantes des phrases que vous le pouvez.
        • Term Length – Longer phrases are easier to identify than shorter phrases, so try to use phrases that include at least 4–6 words and at least 20 characters. Phrases can contain up to 100 characters. As a rule, the longer the phrase, the more accurately it is identified. However, fewer events are found for longer phrases. Conversely, the shorter the phrase, the more events are found, but the accuracy is lower.
        • Synonymes – Essayez de trouver des synonymes pour les mots qui apparaissent dans les phrases et énumérez les variantes des phrases en utilisant les synonymes à la place du mot original. Par exemple, si vous recherchez des conversations dans lesquelles la fermeture d'un compte est discutée, listez tous les mots avec les verbes « annuler » et « fermer » :
          • « je veux annuler mon compte »
          • « je veux fermer mon compte »
          • « besoin de fermer mon compte »
          • « besoin d'annuler mon compte »
        • Mots courts – Supprimez les mots courts au début des phrases dans la mesure du possible. Par exemple, au lieu de « Je veux réduire le tarif », utilisez « Je veux réduire le tarif ».
      3. Cliquez sur Admin. 
      4. Under Quality, click Topics. A list of available topics appears. For more information, see Work with a topic.
      5. From the Name column, click the name of the topic whose phrases you want to change. The selected topic details appear. 
      6. Clique le Expressions (#) en haut de la liste des sujets. Les Phrase liste apparaît.
      7. From the Phrase list, click the phrase you want to change. The Edit Phrase options appear in the right side of the screen.
        Note: You can include words with quotation marks within a phrase; however, the words within the quotation marks are mandatory and must be included as an exact match for the phrase to be detected. Phrase order is important and stemming does not occur. For example, if the word cancel is in quotation marks, Genesys Cloud searches only for the word cancel and not canceled, canceling, cancels, and so on. When a phrase includes a word or words in quotation marks, the words in quotation marks appear as bold in the Phrase list. When the process searches for the words in the phrase, topic spotting does not use white space added to the phrase. Any additional white space is removed from the phrase when it is added.
      8. From the field provided, change the phrase.
      9. From the Strictness list, select a different strictness or keep the current strictness.
        Note: The level of strictness defines how confident the system must be to recognize a topic phrase. For example, if you select Low (65) for a phrase or topic, the topic phrase must be identified with confidence levels of at least 65 to be identified. If the system recognizes a phrase with a confidence of 55 and the topic was configured with a strictness of Low (65), then the phrase is marked as not found and therefore not associated against the topic for that interaction. However, if the strictness returned by the system is higher than 65, then the phrase is marked as found and associated with that topic for that interaction.
        .
      10. Click Update to update the phrase in the Phrase list.
        Click the image to enlarge.
        Fenêtre d'édition d'expression.
      11. Click Save. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
      12. Cliquez sur Fermer.

      1. Cliquez sur Administrateur> Qualité.
      2. Click Topics. A list of available topics is displayed. For more information, see Work with a topic.
      3. DuNom colonne, cliquez sur le nom du sujet que vous souhaitez afficher. Les détails du sujet sélectionné s’affichent. 
      4. Clique le Expressions (#) en haut de la liste des sujets. Les Phrase liste apparaît.
      5. From the Delete column, click the x associated with the phrase you want to delete.
      6. Click Save Draft. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
      7. Cliquez sur Fermer.