Categories

Categories are the foundation for analysis in Interaction Analytics. They are data groups that IA uses to parse interaction transcripts. Categories use rules and filter criteria to make trends in data easier to identify. Individual categories can be grouped into larger category setsClosed Category groupings that help you use the data for a specific purpose. Interaction Analytics 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 use the Categories page in the Language Model to create your own categories from scratch or import out-of-box category templates with preconfigured rules and criteria. These templates include Agent Performance, Intent to Buy, Sentiment, 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, categories or category sets 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.

Categories in Workspaces vs. Categories Page

You can review, analyze, and manage categories from workspaces or the Categories page in the Language Model. However, some actions can only be completed via one or the other.

Workspaces

Workspaces primarily help you review and analyze your interaction data. They can inform you how best to update existing categories or create new ones. You can also complete some category configuration without leaving a workspace view. From a workspace you can use categories to:

  • Filter the workspace by an existing category.

  • View category data in workspace widgets.

  • Save the filters and settings applied to the workspace as a category.

  • Add additional category rules to the workspace settings you are saving.

Categories Page

The Categories page is most helpful for importing existing category sets, and managing and creating new categories. However, it also displays category data you can use for analysis. When a category is selected from the category tree, the Categories page displays the rules of the selected category and the Matching Interactions list. When you select a matching interaction, tags appear for the specific criteria that caused the interaction to match the category, such as keywords or sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. If you select more than one matching interaction, the tags from all selected interactions appear, except for duplicate tags. You can click, Load more tags to view additional results.

From the Categories page you can use categories to:

  • Import out-of-box categories.

  • Merge, split, move, delete, and add new categories.
  • Modify the category rules that dictate which interactions fall into the category.
  • Undo changes to category rules.

  • Create new categories either from scratch or by using machine-discovered categories based on trends in your sample interactions.

  • Review and analyze data from matching interactions for each category.

Categories page from Language Model. Patron Appreciative category selected. Displays matching interactions results and category rule details. Shows category tree, undo, resample, recategorize, and save buttons.

Key Facts About Categories

  • If your company has Interaction Analytics for more than one language, you must select a language before you can do any work with categoriesClosed 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.
  • Categories appear blue when selected. A vertical blue line appears to the left of selected categories, extending to the top-level category group. This makes it easier to trace and identify the groups the selected category belongs to.
  • 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. If you make changes after you press Update Data, those new changes cannot be applied until the current reprocess is finished. When a category has unsaved changes, the icons for all the groups it belongs to turn orange. This highlights the path to the edited category and makes it easier to locate.
  • You can undo changes made to rules in individual categories or the whole category tree. Discarding unsaved category changes cannot be undone.
  • 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 setClosed Category groupings that help you use the data for a specific purpose. Interaction Analytics 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.