Category templates are the foundation for analysis in Interaction Analytics. You can:
- Use out-of-the-box templates to automatically categorize datasets
Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. . These templates include intent to buy, intent to churn, sentiment, and more. They analyze, tag, and sort your data into categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. your data users can act on quickly. If you use them, they appear in the Top Categories Widget in your workspaces. - Create custom category templates. Custom templates work like out-of-the-box templates, but allow you to fine-tune them for your business's unique needs.
Key Facts About Category Templates
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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 category templates
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.. - When you select a pre-built category template, you can move, delete, rename, or alter any of the nodes in the template tree to meet your specific needs. These changes only affect this template. They do not affect category templates applied to existing datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. If you want the same changes in the dataset, you'll need to replicate them there.
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When you delete a category or category group, you also delete its contents. You cannot retrieve deleted categories or groups.
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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 template.