| This feature is not available in the Recording UI mode. |
The Trending page is designed to help managers monitor calls, identify and explore issues that arose in calls, and spot unexpected trends and problems. The page contains configurable exploration reports that show the distribution of terms in calls. The data is based on automated analyses of the transcripts of calls, without any input from users about what terms should be sought. For this reason, it can help you identify issues and trends that were not predicted or planned.
In the exploration analyses, a term is a short series of words (usually, two to six words) that were detected together in calls. SpeechMiner attempts to identify the most significant words and phrases in the terms it detects, and groups the terms into clusters based on these words and phrases. Thus, for example, if the terms "I lost my credit card," "my credit card was stolen," and "I can't find my credit card" were all found in calls, SpeechMiner would identify "credit card" as the significant phrase in each of the terms. It would group the terms together into a term cluster called "credit card.
The Trending page is divided into three areas: a filter area and two analysis areas. The filter area is used to specify which data to include in the reports, by selecting the time period and language. The analyses in the other two areas show information about the term clusters that were discovered by SpeechMiner in the data from the time period and language selected in the filter area:
Additional analysis of term clusters and their prevalence in the selected time period can be viewed in a Related Words report. This report graphically shows which terms are commonly found within the same or similar term clusters as a specified term, and how frequently the terms are found together in a cluster. The report enables you to explore terms and term clusters actively, by selecting and zeroing in on the terms that are of interest to you.
The following sections describe how to use the Trending Page.
The data in the Trending page covers a single time period and language - the time period and language selected in the filter area in the upper-left part of the page. You can choose any day as the base day for the filter period, and then choose the time period relative to that day. For example, if you choose Friday, May 25th as your base day, and then choose the time period Last week, the common-terms data at the bottom of the page will be generated for the week preceding May 25th (May 13th-19th), and the term trends data on the right side of the page will compare those seven days with the preceding seven days (May 6th-12th).
| You can run a Related Words report from the filter area or from any of the term clusters on the page. |
To set the filters for the exploration analysis:
| The term-cluster data on the page is updated automatically whenever you change any of the filter values. |
The right side of the Trending page contains a histogram that shows the term clusters whose prevalence in calls differed the most between the current time period and the baseline period. The report indicates how the percentage of calls containing each cluster changed from the baseline period to the current period. The current period is selected in the filter area, and the baseline is the preceding period of the same type. For example, if the currently selected time period is a week, the baseline would be the week preceding it.
The following columns appear in the histogram:
| Column | Description |
|---|---|
| Terms Cluster | Term cluster |
| Percent Change | How much more or less common the cluster was in the current period as compared with the baseline period. Both the bar and the number represent the same value. If the cluster was more common in the current time period, the bar representing the percent change is green and the number value is positive. If the cluster was more common in the baseline period, the bar is blue and the number is negative. For example, 66.1% means the cluster appeared in 66.1% more of the calls in the current than it did in the calls of the baseline period, and -24.1% means the cluster appeared in 24.1% fewer of the calls in the current period than it did in the baseline period. |
| +/- | The difference between the number of calls in which the cluster was found in the current period and in the baseline period. If the number is positive, the cluster appeared more in the current period than it did in the baseline period. If the number is negative, the cluster appeared in more calls in the baseline period than it did in the current period. For example, -5 means that the cluster was found in five more calls in the baseline period than it was in the current period. |
| Percent of Calls | The percentage of calls in the current time period in which the term cluster was found. Both the bar and the number represent the same value. |
You can see additional information about a term cluster that appears in the histogram.
To see additional information about a term cluster in the histogram:

The bottom part of the Explore page contains a graphic depiction of the distribution of term clusters in the calls that are included in the analysis (as specified in the filter area). The font used to print each cluster indicates how common the term was in the calls; the more frequently a term cluster was found, the larger it appears. In addition, every cluster has a pop-up menu that provides additional options.
You can see how many times each term cluster appears in the data set, and access additional information about the cluster.
To see additional information about a term cluster:

The Related Words report graphically illustrates which other terms are commonly found with a specified term, and how frequently they are found together, in the current sample of calls (as specified in the filters).
Each specified term is presented as the center of a wheel whose related terms are arrayed around it along the rim. The font used to print each related term indicates how frequently the related term was found near the central term; the more frequently a term cluster was found, the larger it appears in the diagram. In addition, every term in the diagram has a pop-up menu that provides additional options.
The Related Words report can be opened in one of three ways:
You can move the diagram around the Related Words window as necessary. This can help you see hidden parts of the diagram, and is especially helpful if you have expanded the diagram. To move the diagram within the Related Words window:
You can make the diagram larger or smaller. To make the diagram larger or smaller:
Every term in the wheel has a pop-up menu providing additional options. The pop-up menus of the related words on the rim of the wheel contain the following items:


Additional wheels can be added to the diagram to show the terms that are related to any of the terms on the rim. This can provide additional information about important terms in the calls and their relationships. For example, the figure below shows an expanded diagram. The original diagram mapped the related words of the term "call." The diagram was expanded to also show the related words of the term "before."

To expand the diagram for a rim term:
The existing diagram can be replaced by a new diagram illustrating the related terms for a central term consisting of the original central term and one of the rim terms. For example, in the figure below, the original central term "call" was replaced by a new central term composed of the original term plus the rim term "before."

To merge the central term with one of the rim terms:
You can perform a call search for any term in the diagram. If you perform the search for the central term, SpeechMiner finds calls in the sample in which all of the words in the term are found. If you perform the search for a rim term, SpeechMiner finds calls in the sample in which all of the words in the both the central term and the rim term are found. The call search opens in a separate window.
The Trend Graph is a line graph showing changes over time in how often a term cluster was found. The graph shows the percentage of calls that contained the cluster in the current time period and in the preceding weeks. The term cluster appears in black above the graph.
The Trend Graph can be opened for any term cluster that currently appears in the Trending page.
To open the Trend Graph for a term cluster:
To close the Trend Graph and return to the histogram from which it was opened: