Out-of-the-Box Category Sets
Required permissions: Interaction Analytics Admin
Interaction Analytics comes with several preconfigured 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.. They are meant to answer specific questions about the contact center. You can create and modify these category sets under Category Templates. After creating a category
Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. or category folder, you can apply it to a search or workspace to control the types of interactions and data that appear.
Category folders often focus on a specific topic or issue. So, they can contain multiple levels of sub-folders and categories. For example, the Agent Performance category set contains sub-folders for Negative Agent Behavior and Positive Agent Behavior. Click a set below to learn more about the question it answers and the category folders and categories it contains.
Category set | Question |
---|---|
Agent Performance | How are my agents performing? |
Contact Center Highlights | What issues are most common in my contact center? |
Contact Priority |
Which customers need immediate attention? |
Contact Purpose | Why is the customer contacting me? |
What are the business insights we can gain from the voice channel? |
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What kind of experience is my staff offering to customers? |
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Customer Experience (Company Profile) | What products, services, brands, and companies are my customers recommending? |
First Contact Resolution | Are customers receiving help and answers the first time they contact you? |
What sales opportunities can be found within my data? |
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Which customers are threatening to cancel or leave? |
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Are there any contacts I should focus on because they represent potential legal threats? |
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Self-Service Opportunities | Are there self-service options that could be improved? |
How do customers feel about my products, services, and staff? |
Agent Performance
The Agent Performance category set helps you answer the overall question, How are my agents performing?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the 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.. They contain tables describing categories such as Contacted Multiple Times, Customer Escalated, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction.
Sometimes the relevance of the content, or utterance, depends on who is the source of that content. Interaction Analytics takes this into account. For example, one of the examples for the Agent Dismissive category is the statement, "Look, like I said, I have no idea." This statement takes on a completely different meaning if the contact The person interacting with an agent, IVR, or bot in your contact center. (client) says it instead of the agent.
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Contacted Multiple Times | Content indicating multiple interactions between the contact and agent occurred or will occur. |
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Customer Escalated | Content that indicates an escalation. |
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Customer Transferred | Content indicating the contact was transferred to another department or individual. |
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Issue Not Resolved | Content indicating the contact's issue was not fixed. |
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The Negative Agent category folder contains sub-folders for both Negative Agent Behavior and Negative Patron Feedback.
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Agent Condescending | Content in which the agent uses condescending language. |
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Agent Curses | Content in which the agent uses profanity or inappropriate language. |
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Agent Dismissive | Content in which the agent uses dismissive language. |
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Agent Not Knowledgeable |
Content where the agent admits not having knowledge of the issue, what to do about it, or both. OR Content where the contact indicates the agent did not have knowledge an issue, what to do about it, or both. |
OR
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Agent Rude | Content indicating the agent was rude. |
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Agent Unable to Assist | Content indicating the agent was unable or unwilling to provide assistance. |
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Agent Difficult to Understand | Content in which the client indicates the agent was difficult to understand. |
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Agent Not Listening | Content where the client indicates the agent is not listening to them. |
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Agent Speaking Too Fast | Content where either the agent or the client indicates the agent is speaking too fast. |
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Agent Unhelpful | Content where the client indicates the agent is being unhelpful. |
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Patron Curses | Content where the patron (the contact) uses profanity. |
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Abandoned Call | Content which indicates a call was abandoned. |
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Bad Transfer | Content indicating a connection or transfer to the wrong department, and also content indicating a transfer was not completed successfully. |
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Disconnected Call | Content indicating a call was disconnected unexpectedly. |
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Negative Chat | Content indicating problems with chat. |
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Negative Email | Content indicating problems with email. |
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Negative Hold | Content indicating long hold times. |
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Negative Voicemail | Content indicating problems with voicemail systems. |
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No Answer | Content indicating there was no answer to an attempt to make contact. |
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Poor Sound Quality | Content indicating poor sound quality on a call. |
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Slow Response | Content indicating long periods of time between responses. |
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Unhelpful Process | Content indicating a process is not helpful. |
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Agent Efficient | Content where the contact commented on how quickly the agent performed actions. |
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Patron Appreciative | Content in which the patron (the contact) expresses appreciation. |
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Patron's Problem Solved | Content indicating an issue has been resolved. |
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Category Name | Description of Targeted Content | Examples of Targeted Content |
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Positive Returned Call | Content indicating a returned call is appreciated. |
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Contact Center Highlights
The Contact Center Highlights 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. helps you answer the overall question, What issues are most common in my contact center?
If you haven't configured your company profile this category set doesn't appear as an option.
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. They contain tables describing categories, such as Billing Problems, Call Quality Issues, and so on. This category set includes some categories from other category sets that are often most common or most helpful, such as Account Changes, Agent Performance Negative, and so on. For each category within a category folder, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Sometimes the relevance of the content, or utterance, depends on who is the source of that content. Interaction Analytics takes this into account. For example, one of the examples for the Agent Rude or Condescending category is the statement, "Look, like I said, I have no idea." This statement takes on a completely different meaning if the contact The person interacting with an agent, IVR, or bot in your contact center. (client) says it instead of the agent.
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category name | Description of Targeted Content | Examples of Targeted Content |
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Account Activation |
Mentions of activation, creation, enabling, or opening of an account. |
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Account Changes |
Requests for changes or updates to accounts. |
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Account Deactivation |
References to the deactivation, disabling, or closing of an account. |
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Account Inquiries |
General questions about accounts, not including problems or requests to change things. |
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Account Problems |
General problems around an account. This does not include login or activation problems. |
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Account Reactivation |
Mentions of reactivation of an account. |
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![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category name | Description of Targeted Content | Examples of Targeted Content |
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Agent Difficult to Understand | Content in which the contact indicates the agent was difficult to understand. |
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Agent Not Knowledgeable |
Content where the agent admits not having knowledge of the issue, what to do about it, or both. OR Content where the contact indicates the agent did not have knowledge an issue, what to do about it, or both. |
OR
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Agent Not Permitted | Indications the agent was not permitted to perform requested action because of their role, the system, or company policy. |
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Agent Rude or Condescending | Indications that the agent was rude or condescending to the contact. |
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Call Quality Issues | Mentions of the call quality. |
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Profanity | Mentions of profanity. |
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Unhelpful Process | Content indicating a process is not helpful. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Agent Efficient | Content where the client commented on how quickly the agent performed actions. |
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Agent Returned Call | Indications that the agent returned the contact's call. |
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Patron Appreciative | Content in which the client expresses appreciation. |
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Proper Hold Etiquette | Content indicating the agent used proper etiquette when putting a contact on hold. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Billing Complaints |
Mentions of general problems around bills, invoices, charges, or payments. |
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Billing Disputes |
References to billing disputes or refusals to pay. |
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Billing Errors |
References to billing errors or mistakes. |
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Billing Inquiries |
Mentions of confusion, questions, status requests, or process inquiries around bills, invoices, charges, or payments. |
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Billing Problems |
This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Customer Escalated | Indications the contact is being escalated. |
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Fraudulent Charges | Mentions of "fraudulent" or "This is fraud"; actions involving "fraud department", "fraud division", or "fraud team"; and missing authorization co-occurring with "fraud" on the content level. |
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Hazardous Product | This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering. |
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Legal Concerns | Content that could indicate legal concerns. |
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Management Mentions | Content mentioning management or supervisors. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Contacted Multiple Times | Content indicating multiple interactions between the client and agent occurred (or will occur) multiple times. |
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Customer Does Not Recommend | Indications that the contact does not recommend a product, process, or procedure. |
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Customer Recommends | Indications that the contact does recommend a product, process, or procedure. |
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Issue Not Resolved | Indications the contact's issue is not resolved. |
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Issue Resolved | Content indicating an issue has been resolved. |
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Issues | This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering. |
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Suggestions | Content where the contact makes a suggestion. |
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Transfer Events | References to the contact being transferred to another department. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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General Inquiries | Content where a contact asks a direct question. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Access Issues | Indications a contact is experiencing problems accessing an application. |
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Application Issues | Indications an application is not working for the contact. |
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Online Management Issues | Content where the contact indicates that online self-service resources were insufficient for them, or where online services are not working. |
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Request for Live Person | Contact requests to deal with a live person. |
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Website Issues | References to problems with online orders and purchases, making online payments, or problems with coupons and promotions. |
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Wrong Information | Content indicating that self-service resources contain wrong information. |
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Category name | Description of Targeted Content | Examples of Targeted Content |
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Cancellations |
References to canceling a transaction. |
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Purchasing |
Content where a contact talks about making a purchase. |
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Refunds |
References to refunds for products. |
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Replacement |
Content that mentions trying to replace items. |
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Returns |
References to returning items. |
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Shipping |
References to shipping and delivery of products. |
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Upgrades |
Content mentioning requests for additional seats, licenses, or other upgrades. |
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Warranties | Content having anything to do with warranties (extending, questions about, redeeming, or utilizing). |
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Contact Priority
The Contact Priority 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. helps you answer the overall question, Which customers need immediate attention?
The following table displays both a description of what the category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Category name | Description of Targeted Content | Examples of Targeted Content |
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Profanity | Instances of cursing and racial epithets. |
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Contact Purpose
The Contact Purpose 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. is designed to answer the question, Why is the customer contacting me?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. They contain tables describing categories such as Account Inquiries, Media Channel Addition and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Account Changes | Requests for changes or updates to accounts. |
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Account Inquiries | General questions about accounts, not including problems or requests to change things. |
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Account Problems | General problems around an account. This does not include login or activation problems. |
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Activate Account | Mentions of activation, creation, enabling, or opening of an account. |
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Activate User | Mentions of activation of a user, agent, or representative. |
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Activation Problems | Mentions of activation problems but not activation requests or key- and license-related problems. |
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Deactivate Account | References to the deactivation, disabling, or closing of an account. |
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Deactivate User | Mentions of the deactivation of a user, agent, or representative. |
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Login Problems | Mentions of login problems and locked accounts. |
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Reactivate Account | Mentions of reactivation of an account. |
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Reactivate User | Mentions of reactivation of a user. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Billing Complaints | Mentions of general problems around bills, invoices, charges, or payments. |
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Billing Disputes | References to billing disputes or refusals to pay. |
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Billing Errors | References to billing errors or mistakes. |
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Billing Inquiries | Mentions of confusion, questions, status requests, or process inquiries around bills, invoices, charges, or payments. |
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Fraudulent Charges | Mentions of "fraudulent" or "This is fraud"; actions involving "fraud department", "fraud division", or "fraud team"; and missing authorization co-occurring with "fraud" on the content level. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Email Delivery Failure | References to an email bouncing back due to undeliverable emails. |
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Intent to Buy | Indications the contact wants to make a purchase. |
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Media Channel Addition | Patron requests for additional channels. |
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Retention | Mentions indicating intent to churn or references to canceling accounts. |
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Seat Addition | Patron requests for additional seats, licenses, and users. |
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Warranties | Content having anything to do with warranties (extending, questions about, redeeming, or utilizing). |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Apply or Sign-Up | References to applying or signing up for some kind of service or information. This can be either people signing themselves up, or signing other people up (agents or patrons). |
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Purchases | References to purchasing products or services. |
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Returns | References to refunds or the return, exchange or replacing of products. |
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Shipping | References to shipping and delivery of products. |
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Upgrades | Mentions of upgraded accounts, memberships and orders. |
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Conversation Themes
The Conversation Themes 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. is designed to answer the question, What are the business insights we can gain from the voice channel?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. Each table describes categories within the set such as Management, Shipping and Delivery, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Accounts | Mentions of an account deactivation, reactivation, creation, or problems. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Chat | Mentions of attempts at communication via a chat application. |
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Content referencing email, newsletters, and spam. |
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Phone | Mentions of attempts at communication via phone. |
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Website | Content containing references to websites. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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General Inquiries | General questions asked by a contact. |
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Issues | Mentions of various kind of issues. |
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Legal Concerns | Content that may indicate legal concerns. |
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![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Management | Content containing mentions of management personnel. |
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Staff | Content containing mentions of various kinds of staff. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Contracts | Content talking about contracts. |
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Warranties | Content having anything to do with warranties (extending, questions about, redeeming, or utilizing). |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Shipping and Delivery | References to shipping and delivery of products. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Billing | Mentions of billing problems. |
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Cancellations | References to canceling a transaction. |
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Gift Certificates | References to gift certificates or gift cards. |
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Pricing | References to the price of products or services. |
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Purchasing | References to purchasing products or services. |
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Returns | References to refunds or the return, exchange or replacing of products. |
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Customer Experience
The Customer Experience 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. is designed to answer the question, What kind of experience is my staff offering to customers?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. Each table describes categories within the set such as, such as No Compensation, Issue Not Resolved, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
The Customer Service Feedback folder contains a sub-folder called Sentiment. The Sentiment category folder contains sub-category folders called Negative, Neutral Customer Service, and Positive. The Negative and Positive category folders include another level of sub-category folders.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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At Risk Cust Behavior/Recurrent Issue |
Content indicating that an issue is recurring. |
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Neg Customer Service | Content indicating bad customer service. |
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The Complaints category includes the following sub-categories.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Neg Chat Service |
Content indicating that chat service is bad. |
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Neg Email Service |
Content indicating that chat service is bad. |
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Neg Phone Service |
Content indicating that chat service is bad. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Issue Not Resolved |
Indications the contact's issue is not resolved. |
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No Compensation |
Content indicating a lack of desired compensation. |
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No Refund |
Content indicating a desired refund was not received. |
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No Replacement | Content indicating a desired replacement was not received. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Neg Staff-Appearance |
Content indicating staff appearance didn't meet desired standards. |
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Neg Staff-Attentive |
Content indicating that staff were inattentive. |
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Neg Staff-Availability |
Content indicating that not enough staff is available. |
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Neg Staff-Communication | Content indicating that communication is bad. |
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Neg Staff-Competence | Content indicating that staff is incompetent. |
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Neg Staff-Credibility | Content indicating that staff lacked credibility. |
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Neg Staff-Efficiency | Content indicating that staff were not efficient. |
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Neg Staff-General | General negative mentions of staff. |
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Neg Staff-People Skills | Content indicating that staff lacked acceptable social behavior. |
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Neg Staff-Responsibility | Content indicating that staff were irresponsible. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Neutral Customer Service |
Content in which the contact described customer service in neither a positive nor a negative way. |
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The Compliments category includes the following sub-categories.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
---|---|---|
Pos Chat Service |
Content indicating a positive chat experience. |
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Pos Phone Service |
Content indicating a positive phone call experience. |
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![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category NAME | Description of Targeted Content | Examples of Targeted Content |
---|---|---|
Issue Resolved |
Content indicating an issue has been resolved. |
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![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category NAME | Description of Targeted Content | Examples of Targeted Content |
---|---|---|
Pos Staff-Appearance |
Content indicating that staff’s appearance was good. |
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Pos Staff-Attentive |
Content indicating staff were attentive to the contact's needs. |
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Pos Staff-Availability |
Content indicating that staff were readily available to the contact. |
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Pos Staff-Communication | Content indicating that staff communicated effectively with the contact. |
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Pos Staff-Competence | Content indicating the staff performed their job well. |
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Pos Staff-Credibility | Content indicating the contact felt the staff was credible. |
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Pos Staff-Efficiency | Content indicating that staff performed their job in an efficient manner. |
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Pos Staff-General | General positive mentions of staff |
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Pos Staff-People Skills | Content indicating staff exhibited appropriate social skills. |
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Pos Staff-Responsibility | Content indicating that staff took responsibility for issues. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
---|---|---|
Pos Customer Service |
Content indicating a positive customer service experience. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Suggestions | Suggestions from the contact. |
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Customer Experience (Company Profile)
The Customer Experience 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. is designed to answer the question, What products, services, brands, and companies are my customers recommending?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
The rules for the categories in this set depend on what terms you have included in your company profile. If you have not added any terms to your company profile Page in Interaction Analytics where you can create custom entities., these categories will not return any results. However, when you add terms to your company profile, this category set automatically creates a category rule for the entity
Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. type you added a term to. For example, if you add Classics, Inc. as a Company entity, the Customer Recommends Company category creates a rule to include interactions where customers recommend Classics, Inc.
The Recommendations category folder contains sub-category folders called Customer Does Not Recommend and Customer Recommends.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
---|---|---|
Customer Does Not Recommend Brands | Content indicating that the contact![]() |
I will never recommend <BRAND> to my friends. |
Customer Does Not Recommend Company | Content indicating that the contact does not recommend a company, based on companies entered in the company profile. | I will never recommend <COMPANY> to my friends. |
Customer Does Not Recommend Competitor Brands | Content indicating that the contact does not recommend a competitor’s brand, based on competitor brands entered in the company profile. | I will never recommend <COMPETITOR_BRAND> to my friends. |
Customer Does Not Recommend Competitor Products | Content indicating that the contact does not recommend a competitor’s product, based on competitor products entered in the company profile. | I will never recommend <COMPETITOR_PRODUCT> to my friends. |
Customer Does Not Recommend Competitors | Content indicating that the contact does not recommend a competitor’s company, based on competitor companies entered in the company profile. |
I will never recommend <COMPETITOR_COMPANY> to my friends. |
Customer Does Not Recommend Products | Content indicating that the contact does not recommend a product, based on products entered in the company profile. | I will never recommend <PRODUCT> to my friends. |
Customer Does Not Recommend Services | Content indicating that the contact does not recommend a service offered by the company, based on services entered in the company profile. | I will never recommend <SERVICE> to my friends. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Customer Recommends Brands | Content indicating that the contact![]() |
I strongly recommend <BRAND> to my friends. |
Customer Recommends Company | Content indicating that the contact does recommend a company, based on companies entered in the company profile. | I strongly recommend <COMPANY> to my friends. |
Customer Recommends Competitor Brands | Content indicating that the contact does recommend a competitor’s brand, based on competitor brands entered in the company profile. | I strongly recommend <COMPETITOR_BRAND> to my friends. |
Customer Recommends Competitor Products | Content indicating that the contact does recommend a competitor’s product, based on competitor products entered in the company profile. | I strongly recommend <COMPETITOR_PRODUCT> to my friends. |
Customer Recommends Competitors | Content indicating that the contact does recommend a competitor’s company, based on competitor companies entered in the company profile. |
I strongly recommend <COMPETITOR_COMPANY> to my friends. |
Customer Recommends Products | Content indicating that the contact does recommend a product, based on products entered in the company profile. | I strongly recommend <PRODUCT> to my friends. |
Customer Recommends Services | Content indicating that the contact does not recommend a service offered by the company, based on services entered in the company profile. | I will never recommend <SERVICE> to my friends. |
First Contact Resolution
The First Contact Resolution 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. helps you answer the overall question, What types of issues are negatively affecting first contact resolution rates for my company?
The following drop-downs describe the contents of the Agent Not Permitted category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. Each table describes categories within the set such as, such as Contacted Multiple Times, Information in Different System, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Agent Not Permitted by Policy | Indications the agent was not permitted to perform requested action because of company policy. |
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Agent Not Permitted by Role | Indications the agent was not permitted to perform requested action because of their role. |
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Agent Not Permitted by System | Indications the agent was not permitted to perform requested action because of the system. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Agent Lacks Knowledge or Skills | Indications the agent doesn't know the information being requested. |
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Contacted Multiple Times | Indications the contact has been contacted multiple times. |
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Customer Already Provided Information | Indications the contact has already told an agent the information. |
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Customer Escalated | Indications the contact is being escalated. |
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Customer Not Satisfied with Resolution | Indications the contact is not satisfied with the resolution of the interaction. |
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Information in Different System | Indications the requested information is in a different location. |
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Information Unavailable | Indications there is no information available. |
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Information Wrong | Indications incorrect information was given. |
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Issue Not Resolved | Indications the contact's issue is not resolved. |
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Manager or Resource Unavailable | Indications the manager or correct department were not available to assist the agent. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Customer Incorrectly Transferred | Indications the contact was incorrectly transferred to the wrong department. |
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Customer Transferred | References to the contact being transferred to another department. |
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Intent to Buy
The Intent to Buy 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. helps you answer the overall question, What sales opportunities can be found within my data?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. They contain tables describing categories such as Intent to Buy Brands, Intent to Buy from Competitor, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
The rules for these categories depend on what terms you have included in your company profile. If you have not added any terms to your company profile Page in Interaction Analytics where you can create custom entities., these categories will not return any results. However, when you add terms to your company profile, this category set automatically creates a category rule
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. for the entity
Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. type you added a term to. For example, if you add Classics, Inc. as a Company entity, the Intent to Buy from Company category creates a rule to include interactions where customers express intent to buy from Classics, Inc.
The Intent to Buy category folder contains sub-category folders called Intent to Buy Product and Intent to Buy Product from.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Intent to Buy Brands | Content indicating an intent to purchase a brand of product, based on brands entered in the company profile. | I would like to purchase a <BRAND>. |
Intent to Buy Competitor Brands | Content indicating an intent to purchase a competitor’s brand of product, based on competitor brands entered in the company profile. | I would like to purchase a <COMPETITOR_BRAND>. |
Intent to Buy Competitor Products | Content indicating an intent to purchase a competitor’s product, based on competitor products entered in the company profile. | I would like to purchase a <COMPETITOR_PRODUCT>. |
Intent to Buy Products | Content indicating an intent to purchase a product, based on products entered in the company profile. | I would like to purchase a <PRODUCT>. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Intent to Buy from Company | Content indicating an intent to purchase from a company, based on companies entered in the company profile. | I would like to purchase from <COMPANY>. |
Intent to Buy from Competitor | Content indicating an intent to purchase from a competitor’s company, based on competitor companies entered in the company profile. | I would like to purchase from <COMPETITOR_COMPANY>. |
Retention
The Intent to Buy 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. helps you answer the overall question, Which customers are threatening to cancel or leave?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. They contain tables describing categories such as Intent to Churn from Brands, Intent to Churn to Company, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
The rules for these categories depend on what terms you have included in your company profile. If you have not added any terms to your company profile Page in Interaction Analytics where you can create custom entities., these categories will not return any results. However, when you add terms to your company profile, this category set automatically creates a category rule for the entity
Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. type you added a term to. For example, if you add Classics, Inc. as a Company entity, the Intent to Churn from Company category creates a rule to include interactions where customers express intent to leave Classics, Inc.
The Retention category folder contains sub-category folders called Intent to Churn from and Intent to Churn to.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Intent to Churn from Brands | Content indicating that a contact intends to stop using a brand of product, based on brands entered in the company profile. | I guess I have to move on from <BRAND>. |
Intent to Churn from Company | Content indicating that a contact intends to stop using products or services offered by a company, based on companies entered in the company profile. | I guess I have to move on from <COMPANY>. |
Intent to Churn from Competitor Brands | Content indicating that a contact intends to stop using a brand of products offered by a competitor’s company, based on competitor companies entered in the company. | I guess I have to move on from <COMPETITOR_COMPANY>. |
Intent to Churn from Competitor Products | Content indicating that a contact intends to stop using a competitor’s products, based on competitor products entered in the company profile. | I guess I have to move on from <COMPETITOR_PRODUCT>. |
Intent to Churn from Competitors | Content indicating that a contact intends to stop using products or services offered by a competitor’s company, based on competitor companies entered in the company profile. | I guess I have to move on from <COMPETITOR_COMPANY>. |
Intent to Churn from Products | Content indicating that a contact intends to stop using products offered by a company, based on products entered in the company profile. | I guess I have to move on from <PRODUCT>. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Intent to Churn to Brands | Content indicating that a contact intends to start using a brand of products or services offered by a company, based on brands entered in the company profile. | I am going to switch to <BRAND>. |
Intent to Churn to Company | Content indicating that a contact intends to start using products or services offered by a company, based on companies entered in the company profile. | I am going to switch to <COMPANY>. |
Intent to Churn to Competitor Brands | Content indicating that a contact intends to start using a competitor’s brand of products or services offered by a competitor company, based on competitor brands entered in the company profile. | I am going to switch to <COMPETITOR_COMPANY>. |
Intent to Churn to Competitor Products | Content indicating that a contact intends to start using a competitor’s product, based on competitor products entered in the company profile. | I am going to switch to <COMPETITOR_PRODUCT>. |
Intent to Churn to Competitors | Content indicating that a contact intends to start using a brand of products or services offered by a competitor’s company, based on competitor companies entered in the company profile. | I am going to switch to <COMPETITOR_COMPANY>. |
Intent to Churn to Products | Content indicating that a contact intends to start using products offered by a company, based on products entered in the company profile. | I am going to switch to <PRODUCT>. |
Risk Aversion
The Risk Aversion 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. helps you answer the overall question, Are there any contacts I should focus on because they represent potential legal threats?
There is only one category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. within this category set. The following table includes a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Hazardous Product | Content indicating the presence of a hazardous product. |
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Self-Service Opportunities
The Self-Service Opportunities 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. is designed to answer the question, Are there self-service options that could be improved?
The following drop-down will help you understand the categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. within the category set. It contains a table describing categories such as such as Application Access Issues, DIY Attempts, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
Sometimes the relevance of the content, or utterance, depends on who is the source of that content. Interaction Analytics takes this into account. For example, one of the examples for the Instructions Unclear category is the statement, "I do not see it in the manual." This statement takes on a different meaning if the agent says it instead of the contact The person interacting with an agent, IVR, or bot in your contact center. (client).
Each of the examples shown in these tables is labeled as:
- EITHER:The content applies to the category regardless of who says it.
- AGENT:The content applies to the category only if the agent says it.
- CLIENT:The content applies to the category only if the contact
The person interacting with an agent, IVR, or bot in your contact center. says it.
![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Application Access Issues | Indications a contact is experiencing problems accessing an application. |
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Application Malfunction | Indications an application is not working for the contact. |
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Application Navigation Issues | Indications a contact couldn't find what they were looking for on the application. |
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Application Transaction Issues | Indications the contact is trying to complete a transaction on the application. |
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Broken Links & Websites | References to broken links and websites. |
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DIY Attempts | References to failed do-it-yourself attempts. |
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Instructions Missing | Indications a contact is looking for instructions or asking for manuals. |
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Instructions Unclear | Indications the provided instructions are unclear. |
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Online Account Management | References to problems accessing or managing accounts. |
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Online Application & Sign-up Issues | References to sign-up problems. |
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Online Help Resources Insufficient | Indications the available online help is insufficient. |
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Online Payment Issues | References to problems making online payments. |
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Online Promotion Issues | References to problems with coupons and promotions. |
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Online Purchasing Issues | References to problems with online orders and purchases. |
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Request for Live Person | Patron requests to deal with a live person. |
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Sentiment
The Sentiment 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. is designed to answer the question, How do customers feel about my products, services, and staff?
The following drop-downs describe the contents of each category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the category set. They contain tables describing categories such as Neg Brands, Pos Company, and so on. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction. For each category, you'll see both a description of what the category is looking for and specific examples of how that content might be expressed in an interaction
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
The rules for these categories depend on what terms you have included in your company profile. If you have not added any terms to your company profile, these categories will not return any results. However, when you add terms to your company profile, this category set automatically creates a category rule for the entity Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. type you added a term to. For example, if you add Classics, Inc. as a Company entity, the Neg Company category creates a rule to include interactions where customers mention something negative associated with Classics, Inc.
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Neg Brands | Content where a brand is described in a negative manner, based on brands entered in the company profile. |
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Neg Company | Content where a company is described in a negative manner, based on companies entered in the company profile. |
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Neg Competitor Brands | Content where a competitor’s brand is described in a negative manner, based on competitor brands entered in the company profile. |
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Neg Competitor Products | Content where a competitor’s product is described in a negative manner, based on competitor products entered in the company profile. |
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Neg Competitors | Content where a competitor company is described in a negative manner, based on competitor companies entered in the company profile. |
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Neg Industry Terms | Content where terms used in an industry are described in a negative manner, based on industry terms entered in the company profile. |
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Neg People | Content where people are described in a negative manner, based on names entered in the company profile. |
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Neg Places | Content where places are described in a negative manner, based on locations entered in the company profile. |
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Neg Products | Content where a product is described in a negative manner, based on products entered in the company profile. |
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Neg Services | Content where a service offered by a company is described in a negative manner, based on services entered in the company profile. | I hate <SERVICE>. <SERVICE> is awful. |
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Category NAME | Description of Targeted Content | Examples of Targeted Content |
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Pos Brands | Content where a brand is described in a positive manner, based on brands entered in the company profile. |
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Pos Company | Content where a company is described in a positive manner, based on companies entered in the company profile. |
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Pos Competitor Brands | Content where a competitor’s brand is described in a positive manner, based on competitor brands entered in the company profile. |
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Pos Competitor Products | Content where a competitor’s product is described in a positive manner, based on competitor products entered in the company profile. |
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Pos Competitors | Content where a competitor company is described in a positive manner, based on competitor companies entered in the company profile. |
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Pos Industry Terms | Content where terms used in an industry are described in a positive manner, based on industry terms entered in the company profile. |
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Pos People | Content where people are described in a positive manner, based on names entered in the company profile. |
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Pos Places | Content where places are described in a positive manner, based on locations entered in the company profile. |
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Pos Products | Content where a product is described in a positive manner, based on products entered in the company profile. |
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Pos Services | Content where a service offered by a company is described in a positive manner, based on services entered in the company profile. |
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