Categories are the foundation for analysis in Interaction Analytics. They sort interactions into groups based on rules and filter criteria. Individual categories
Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. can be grouped into larger category sets Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. that contain related topics or collections of common issues and interests.
You can create categories from filters and configurations already applied to a workspace or you can import out-of-box category templates with preconfigured rules and criteria. These templates include Agent Performance, Intent to Buy, Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., Contact Center Highlights, and more. They analyze, tag, and sort your data into categories your data users can act on quickly. If you use them, they control the interaction results that display in your searches and workspaces. The most common categories for your contact center also appear in the Top Categories widget in your workspaces.
You can:
- Merge, split, move, delete, and add new categories.
- Modify the category rules that dictate which interactions fall into the category.
- Use out-of-box categories and category sets to categorize interactions in searches and workspaces Named view of one or more widgets..
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Create new categories either from scratch or by using machine-discovered categories based on trends in your sample interactions.
Key Facts About Categories
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If your company has Interaction Analytics for more than one language, you must select a language before you can do any work with categories
Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. on the Language Model page. - When you select a pre-built category template, you can move, delete, rename, or alter any of the categories or category folders in the template tree to meet your organization's needs. These changes don't affect the original category template you imported.
- If you make changes to categories applied to workspaces, those changes won't take effect until you click Update Data on the Language Model page.
- You can pull in a sample set of interactions to see how the current categories are working. This helps you see how your changes affect the sample data before you apply those changes to a category set Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion..
- You can delete categories and groups from the category tree. When you delete a category folder, you also delete its contents. You cannot retrieve deleted categories or groups.