Global Transcript Search lets you search for a word or phrase across every recorded call at once, not just one call at a time.If your account captures call transcripts, you can search across all of them at once for any word or phrase spoken during those calls. Applies to: Call transcripts, Calls Report, conversation review
Using Global Transcript Search
- Click Reports in the sidebar, then select Calls under Detail Reports.
- Click the + button to add a filter, and select Global Transcript Search.
- In the Words of Interest box, enter the words you want to find, or a full phrase in quotation marks.
- Use the Speaker buttons to search words spoken by the Caller, the Agent, or Either.
- Click Apply.
- Find trends in your calls that track against active promotions or seasonal changes
- Test for script adherence from call center agents
- Spot conversions or other insights your Signals might have missed
How this differs from individual call transcripts
Global Transcript Search pulls from the same data as your individual call transcripts, but a few things display differently:- It doesn’t yet cover the full 25-month data retention window — currently, it’s only guaranteed to search calls on or after August 1, 2021, with earlier transcripts being added over time.
- Numbers appear as words (“one,” “two,” “three”) in Global Transcript Search, but as numerals in individual call transcripts.
- Global Transcript Search can intelligently match related words — searching “price” also surfaces results for “pricing” — a level of flexibility individual call records don’t offer.