Out-of-the-Box Category Sets

Required permissions: Interaction Analytics Admin

Interaction Analytics comes with several preconfigured category setsClosed 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 import and modify these category sets from the Language Model page. After importing a categoryClosed 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. A numbered icon Tilted box with a one at the bottom. appears next to each category folder to indicate what level category it represents. All of the category sets listed in the table below are level-one Tilted box with a one at the bottom.category folders. 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?

Conversation Themes

What are the business insights we can gain from the voice channel?

Customer Experience

What kind of experience is my staff offering to customers?

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?

Intent to Buy (Company Profile)

What sales opportunities can be found within my data?

Retention (Company Profile)

Which customers are threatening to cancel or leave?

Risk Aversion

Are there any contacts I should focus on because they represent potential legal threats?

Self-Service Opportunities Are there self-service options that could be improved?

Sentiment (Company Profile)

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 level-two Tilted box with a two at the bottom.categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the 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.. 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 contactClosed 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:

Contact Center Highlights

The Contact Center Highlights 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. 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 level-two Tilted box with a two at the bottom. categoryClosed 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 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..

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 contactClosed 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:

Contact Priority

The Contact Priority 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. helps you answer the overall question, Which customers need immediate attention?

The following table displays both a description of what the categoryClosed 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 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..

Category name Description of Targeted Content Examples of Targeted Content
Profanity Instances of cursing and racial epithets.
  • This is total crap.

  • Oh, shoot, this is broken.

Contact Purpose

The Contact Purpose 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. is designed to answer the question, Why is the customer contacting me?

The following drop-downs describe the contents of each level-two Tilted box with a two at the bottom. categoryClosed 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 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..

Each of the examples shown in these tables is labeled as:

Category NAME Description of Targeted Content Examples of Targeted Content
Email Delivery Failure References to an email bouncing back due to undeliverable emails.
  • I'm sorry to inform you that the message below could not be delivered.

  • Your message cannot be delivered because the recipients mailbox is full.

  • The server was not able to deliver your email message

  • This is an informative message sent by admin@classics.com.

  • This is the Spam Firewall at host inquiries@classics.com.

  • From: Mail Delivery System [mail to: noreply@classics.com]

  • Delivery Status Notification (Failure)

Intent to Buy Indications the contact wants to make a purchase.
  • CLIENT: Hi, I need to order a new 844 TFN for this account please.

  • CLIENT: We would like to order 100 toll-free numbers.

Media Channel Addition Patron requests for additional channels.
  • CLIENT: I need to increase the number of channels available for our UK lines.

  • CLIENT: We want to raise the number of our channels.

Retention Mentions indicating intent to churn or references to canceling accounts.
  • CLIENT: To this date, I have not received my refund and they are not returning my calls.

  • CLIENT: I would like to cancel service. Please tell me how to do this.

  • CLIENT: I am not sure if this is the correct place for this question, but we need to cancel our account with Classics, Inc.

  • CLIENT: We are about to dump Classics as our provider.

  • CLIENT: We are switching providers.

  • CLIENT: We are moving to Classics.

Seat Addition Patron requests for additional seats, licenses, and users.
  • CLIENT: I will need one more seat.
  • CLIENT: I need to get additional seats.
Warranties Content having anything to do with warranties (extending, questions about, redeeming, or utilizing).
  • AGENT: The machine is still quite new and he would like to know if it is at all possible to extend the warranty to help cover the replacement.
  • AGENT: He wants to know if that part is covered under his warranty and if not what is the cost.
  • EITHER: It was still under warranty.

Conversation Themes

The Conversation Themes 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. 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 level-two Tilted box with a two at the bottom.categoryClosed 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 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..

Each of the examples shown in these tables is labeled as:

Category NAME Description of Targeted Content Examples of Targeted Content
Accounts Mentions of an account deactivation, reactivation, creation, or problems.
  • CLIENT: I need help enabling the account.

  • EITHER: The account is inactive.

Category NAME Description of Targeted Content Examples of Targeted Content
General Inquiries General questions asked by a contact.
  • CLIENT: I was just wondering about this promotion.

  • CLIENT: Where is the nearest location?

Issues Mentions of various kind of issues.
  • CLIENT: They didn’t fix it.

  • CLIENT: The invoice is wrong.

Legal Concerns Content that may indicate legal concerns.
  • CLIENT: This is a total scam.

  • CLIENT: This seems like false advertising to me.

Category NAME Description of Targeted Content Examples of Targeted Content
Shipping and Delivery References to shipping and delivery of products.
  • AGENT: Appointment required. Will contact receiver to reschedule delivery.
  • CLIENT: I called UPS for the tracking number.

Customer Experience

The Customer Experience 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. 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 level-two Tilted box with a two at the bottom. categoryClosed 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 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..

Each of the examples shown in these tables is labeled as:

The Customer Service Feedback folder contains a level-three Tilted box with a three at the bottom. sub-folder called Sentiment. The Sentiment category folder contains level-four A tilted box with a number four at the bottom.category folders called Negative, Neutral Customer Service, and Positive. The Negative and Positive category folders include level-five A tilted box with a five at the bottom. category sub-folders.

Category NAME Description of Targeted Content Examples of Targeted Content
Suggestions Suggestions from the contact.
  • CLIENT: It would be great if you added breakfast.

  • CLIENT: I'd suggest making the product in more colors.

Customer Experience (Company Profile)

The Customer Experience 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. 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 categoryClosed 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 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..

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 profileClosed 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 entityClosed 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.

Recommendations is a level-two Tilted box with a two at the bottom. category folder. It contains level-three Tilted box with a three at the bottom. sub-category folders called Customer Does Not Recommend and Customer Recommends.

First Contact Resolution

The First Contact Resolution 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. 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 categoryClosed 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 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..

Each of the examples shown in these tables is labeled as:

Category NAME Description of Targeted Content Examples of Targeted Content
Agent Lacks Knowledge or Skills Indications the agent doesn't know the information being requested.
  • CLIENT: They were uninformed.
  • AGENT: I am not familiar with the product but I can ask a supervisor.
Contacted Multiple Times Indications the contact has been contacted multiple times.
  • CLIENT: The previous agent I was talking to said they have my phone numbers.
  • CLIENT: During the conversation with the prior agent.
Customer Already Provided Information Indications the contact has already told an agent the information.
  • CLIENT: I am so tired of repeating myself.
  • CLIENT: The exact same information I already gave you.
Customer Escalated Indications the contact is being escalated.
  • CLIENT: This is being escalated.
  • CLIENT: This is a request for escalation.
Customer Not Satisfied with Resolution Indications the contact is not satisfied with the resolution of the interaction.
  • CLIENT: Thank you for no help.
  • CLIENT: I find that disappointing.
Information in Different System Indications the requested information is in a different location.
  • EITHER: I might be able to pull up the information in a different system.
  • EITHER: Let me check my other screen.
Information Unavailable Indications there is no information available.
  • EITHER: I don't have any of his information in our system.
  • EITHER: We didn't find it.
Information Wrong Indications incorrect information was given.
  • CLIENT: I got the wrong email.
  • EITHER: She did not get information that was complete.
Issue Not Resolved Indications the contact's issue is not resolved.
  • CLIENT: They didn't fix it.
  • EITHER: The issue isn't resolved.
Manager or Resource Unavailable Indications the manager or correct department were not available to assist the agent.
  • AGENT: I will have to check with our System Administrators, they are not in the office just yet.
  • AGENT: Can they reach out to you later?

Intent to Buy

The Intent to Buy 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. helps you answer the overall question, What sales opportunities can be found within my data?

The following drop-downs describe the contents of each categoryClosed 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 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..

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 profileClosed 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 ruleClosed 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 entityClosed 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.

Intent to Buy is a level-two Tilted box with a two at the bottom. category folder. It contains level-three Tilted box with a three at the bottom. sub-category folders called Intent to Buy Product and Intent to Buy Product from.

Retention

The Intent to Buy 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. helps you answer the overall question, Which customers are threatening to cancel or leave?

The following drop-downs describe the contents of each categoryClosed 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 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..

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 profileClosed 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 entityClosed 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.

Retention is a level-two Tilted box with a two at the bottom. category folder. It contains level-three Tilted box with a three at the bottom. sub-category folders called Intent to Churn from and Intent to Churn to.

Risk Aversion

The Risk Aversion 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. helps you answer the overall question, Are there any contacts I should focus on because they represent potential legal threats?

There is only one categoryClosed 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 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..

Category NAME Description of Targeted Content Examples of Targeted Content
Hazardous Product Content indicating the presence of a hazardous product.
  • The parts are made with asbestos.

  • The phone exploded.

  • My dryer blew up.

  • This product is hazardous to children.

  • The parts are a choking hazard.

Self-Service Opportunities

The Self-Service Opportunities 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. is designed to answer the question, Are there self-service options that could be improved?

The following drop-down will help you understand the categoriesClosed 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 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..

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 contactClosed 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:

Sentiment

The Sentiment 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. 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 categoryClosed 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 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..

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 entityClosed 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.