The Call Search View is a user-friendly tool designed for users to easily search for specific keywords, case entry questions, or short phrases within call transcriptions. It helps Quality Improvement (QI) and Quality Assurance (QA) Managers identify calls containing specific information, allowing for data-driven decision-making to optimize staff performance and protocols.
This tool empowers managers to:
Track protocol adherence
Optimize call processing time
Improve customer service
Monitor trends in public health
Main Components of the Call Search View
The Call Search View provides an overview of all calls that match your keyword search queries. By default, your last saved query is displayed. If no query is saved, you will start with a blank search page. Below are the four main components of the Call Search View:
The Left Sidebar
This section allows you to create, access, and delete queries. It acts as your central navigation for managing search queries.
The Search Fields
Here, you can configure your search by inputting specific keywords or phrases to locate calls with relevant information.
The Time Series Visualization
This component visualizes your search results over time, allowing you to track trends and patterns in the data across different periods.
The Call List
Once your search is complete, the Call List displays all matching calls, enabling you to assess protocol compliance and review specific details related to your query.
Note: Through the 'export to csv' feature, transcript timestamps are also available. This enables deeper analysis of patterns in call structure at both an organizational and individual level.