I would like to measure at what point in a call a specific phrase or word(s) is being used to analyse the effectiveness of a process change. i.e on average at 37second mark agent says "How many I help you"
Is this the process that you are looking to do (see last comment in the post thread: https://community.callminer.com/message/5444?commentID=5444#comment-5444)?
Thanks for the quick reply! I will try that and let you know.
Hi Brendan McCann,
I agree to Yeli comment on the thread. Additionally, while creating the reports on different phrases I would strongly recommend using API.
Retrieving data ...