Manage Categories

Required permission: Interaction Analytics Admin

You can modify categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. and category folders. You can merge, split, move, delete, and add new categories. You can also modify the category rulesClosed Criteria used to determine whether a transcript is placed in a certain category. Rules contain sets of keywords or phrases a transcript must include or exclude. that dictate which interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. fall into the category. 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. If you make changes to categories applied to workspacesClosed Named view of one or more widgets., those changes won't take effect until you click Update Data on the Language Model page.

Manage Categories

You can rename, move, duplicate, and delete categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. you've created.

  1. Click the app selector and select Analytics.

  2. Click Language Model > Categories.

  3. Click more options in the row of the category you want to manage. Select the action that best suits your needs.

Manage Folders

  1. Click the app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Click more options in the row of the group you want to manage. Select the action that best suits your needs.

Manage Category Rules

To create specific criteria an interaction must meet to fall into the categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., you can modify the category rulesClosed Criteria used to determine whether a transcript is placed in a certain category. Rules contain sets of keywords or phrases a transcript must include or exclude.. The rules can require a certain sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. or its absence, or certain keywords or phrasesClosed Combination of words that have special significance when used together in a specified order, such as "want to cancel". or their absence. You can specify whether your rule is looking for beginning, overall, or end sentiment. This allows you to determine whether a contactClosed The person interacting with an agent, IVR, or bot in your contact center. was positive or negative at any time during the interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. You can also create rules that use other metrics and filter criteria. Rules can be large and detailed or they can be broad and simple.

You can include or exclude interactions that meet some or all of the criteria you enter. You can also specify at which point in the interaction certain criteria occurred.

If Dorothy Gale creates the following category rule, the interaction only matches the category if it contains the word phone, AND it contains either the word broken or damaged, AND it does not include the word package.

All of these: phone

At least one of these: broken, damaged

None of these: package

If you create multiple category rules for a category, the interaction must match only ONE of the category rules. It does not need to match all category rules to be included.

Rules in out-of-box category sets are largely hidden. They were created by linguists to capture the data in the best way possible, but their configuration is unavailable and represented by a descriptive tag.

  1. Click the app selector and select Analytics.

  2. Click Language Model > Categories.

  3. Click the category you want to modify.
  4. In the Timing field, specify the time period in which the keywords, phrases, or entities have to occur in the category rule.

    Learn more about fields in this step

    Condition Details
    Any time during interaction Criteria can occur at any point during an interaction.

    When all phrases are found within

    All phrases must be found in an interaction within a certain amount of seconds between them. For example, if you include three phrases and set the value for 30 seconds, all phrases must be mentioned within 30 seconds of each other.

    Between interaction times You can specify a specific time period during an interaction in seconds. Enter when you want the category to start and stop looking for the criteria. For example, you could set the category to look for criteria from 20 seconds into the interaction to 80 seconds into the interaction.
    At the beginning of the interaction The first 400 words of the interaction or the first 30%, whichever occurs first.
    At the end of the interaction The last 30% of the interaction.

  5. In the Participant Person talking on the phone. field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact) side of the interaction, or to both the Agent and Client side of the interaction.
  6. Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them. This means that all the specified conditions of a single rule set must exist for an interaction to fall into the category, except those in the At least one of these field.

  7. To include or exclude interactions by Phrase, Keyword, or Sentiment , click the corresponding tag or begin typing a keyword, phrase, or entityClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants..

  8. To include or exclude interactions by metrics like team name or ACD skill name, click the Metric tag and select the metric type from the list.

    If you want to filter for a range of values, you can add multiple of the same kind of metric filters with different operators and values. For example, if you want to include interactions that are between two and four minutes, you would select the interactionDurationSeconds metric. Configure it to > 120. Next, add a second interactionDurationSeconds metric and configure it for < 240. Then, change the condition to All of these for the category rule.

  9. To include or exclude interactions by Frustration or Resolution, select the corresponding tag.

  10. To add a new rule set, click Add Criteria. Rule sets can have one of three types of relationships:
    • OR: Interactions don't have to meet all the rules to be included in the category. So, interactions that satisfy any one of the rule sets configured in the category rule fall into the category. This is the default option, but you can change the configuration option by clicking OR, and selecting another option from the drop-down.
    • AND: An interaction must meet all rule criteria to be included in the category.
    • NOT: The interaction must meet the rule criteria in the first set. It cannot meet the criteria in the following rule set.
    • You can group rules and rule sets together to create more complex rules.

  11. When you are finished adding criteria, click Save.

Resample Data and Recategorize

You can pull in a sample set of interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to see how the current categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. 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. Out-of-the-box category templates include Intent to Buy and Risk Aversion.. You can then recategorize based on the results of the sampled data.

  1. Click the app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Either create a custom category set or modify an existing one.

  4. Click Resample . It loads a fresh sample set of interactions and categorizes them. It can take some time.

    Do not click Resample more than once. It can look like nothing is happening for a moment, but a progress bar appears to show you the status. Clicking the button multiple times causes the system to queue up the actions and load and reload contacts for a long time.

  5. Perform any of the actions documented on this page to modify the category tree to meet your needs.
  6. Click Recategorize . This causes your existing data samples to reflect the changes you made to the category set.