Set Up Categories

Required permission: Interaction Analytics Admin

You can modify a custom category template 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. to apply to future datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. The changes only affect the template and not the category sets of existing datasets. For information about customizing the category template of a specific dataset, see Manage Category Templates.

You can pull in a sample set of interactions to see how the current categories are working. This helps you see how your changes affect the sample data before you apply those changes to a category template. You can merge, split, and rename categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. or category groups. You can modify the rules that dictate which contacts fall into the group. And you can create new categories either from scratch or by using machine-discovered categories based on trends in your sample contacts.

Create a Category

When you create a new category template Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion., you have the option to create a category template 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. to apply to the dataset. This controls the data that appears in your workspace Named view of one or more widgets..

1. Click Templates > Category Templates.
2. Select the group where you want the category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. to be.
3. Click Options in the row of the group you want the category to be in. Click New Category. A new category appears inside the group you have selected.
4. Click on the new category. Enter a descriptive category name.
5. Modify the category rules so the category contains the types of contacts you want it to.

Import a Category Template

You can import exported category templates to apply it to another dataset. You can modify those imported category templates to meet the needs of the specific dataset.

1. Click Templates > Category Templates.

2. Click Options next to the category template name.
3. Click > Import.

4. Select the file you want to import. Enter a Name for your new template and select the Topic Used to Find Categories. Click Import.

Manage Categories

1. Click Templates > Category Templates.

2. Select the category you want to manage. The category must have more than one rule set.

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

   Learn more about actions in this step

   Field	Details
   Rename	Enables you to rename the category.
   Cut	Enables you to cut a category to paste in another location.
   Delete	Deletes the category.

4. To rearrange the categories, click and hold while dragging the category to where you want it.

Create a Folder

Groups enable you to group categories together within your category template.

1. Click Templates > Category Templates.
2. Click Options in the row where you want the group. Click New Category Folder.
3. Delete the default name of New Category Folder and type a descriptive group name. Select the Enter key.
4. Create categories inside the group or move existing categories to the group.

Manage Folders

1. Click Templates > Category Templates.
2. Select the group you want to manage.

3. Click Options in the row of the group you want to manage. Select the action that best suits your needs:

   Learn more about actions in this step

   Field	Details
   Rename	Enables you to rename the folder.
   Cut	Enables you to cut a category folder to paste in another location.
   New Category	Creates a new category.
   New Category Folder	Creates a new category folder.
   Delete	Deletes the category.

4. To rearrange the folders, click and hold Move while dragging the category to where you want it.

Create Automatic Categories

The Auto Categorize feature scans your sample contacts for common occurrences. This helps you identify categories you could create. For example, it might find a large number of contacts containing the word 'issue' with negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray).. These machine-discovered categories do not affect your dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. until you add them to the category tree.

1. Click Templates > Category Templates.
2. Click Discovered Categories > Auto Categorize. The application takes the categories in the Discovered Categories folder and sorts them into a new group under Categories called Discovered.
3. Open the Categories folder and open the Discovered folder. You can then open Discovered Positive or Discovered Negative, depending on the sentiment of the categories you are interested in finding.
4. To add a suggested category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. to the category tree, click and hold while dragging the category to where you want it.
5. Rename the category and make any modifications to the category rule.

Manage Category Rules

To create specific criteria a contact must meet to fall into the category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., you can modify the category rules Criteria used to determine whether a transcript is placed in a certain category. Rules contain sets of keywords or phrases a transcript must include or exclude.. The rules can require a certain sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray)., or its absence, or certain keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel"., or their absence. You can specify whether your rule is looking for beginning, overall, or end sentiment. This allows you to determine whether a contact was positive or negative at any time during the interaction. Rules can be large and detailed or they can be broad and simple.

There are three fields in which you can place your keywords, phrases, and sentiments: All of These, At Least One of These, and None of These.

The three fields together have an AND relationship, so each section must be true in order for the contact to match with the rule as a whole.

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

1. Drill down to the category you want to edit or click more options next to Categories to select a New Category.
2. Enter a name for the category.

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

4. In the Participant field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact) side of the interaction, or to Either (both) the agent or client side of the interaction.

5. Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them, meaning that all the specified conditions of a single rule set must exist for a contact to fall into the category, besides those in the At least one of these field.

   Learn more about condition options

   Condition	Details
   All of These	An interaction must include all keywords, phrases, or tags entered in this field to be a match. All the criteria in the field assume an AND relationship.
   At Least One of These	An interaction may be a match if it includes one of the keywords, phrases, or tags entered in this field. You can create multiple instances of this field by pressing the + button. All criteria within a field assume an Or relationship to each other. However, each instance of the field assumes an AND relationship with the others. For example, if one At Least One of These field contains keywords Longbourn and Bennett, interactions containing one or both of those words are included. If another At Least One of These field contains keywords Netherfield and Bingley, interactions that mention either of those words are also included, even if they don't mention the keywords Longbourn or Bennett from the other criteria field. Interactions that contain any combination of these keywords from both criteria fields would be included.
   None of These	Interactions must not contain any one of the keywords, phrases, or tags entered in this field to be a match.

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

   Learn more about fields in this steps

   Field	Details
   Phrase	Pulls in data based on whether a specific phrase Combination of words that have special significance when used together in a specified order, such as "want to cancel". was mentioned in interactions. Type a phrase and click Enter or select the Phrase tag. Phrases must be enclosed in quotation marks, for example, "Rosings Park". Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example, if you enter "want to cancel", it could return interactions that include wanted to cancel, wanting to cancel, and so on. Click the Proximity drop-down to specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. The default is 0, meaning the words must be together and in the right order. Configuring Proximity means the words in the phrase don't have to be consecutive and that they can have up to eight words between them. For example, the phrase speak manager with a proximity of 2 would capture the phrases "speak to a manager", "speaker with your manager", and so on.
   Keyword	Pulls in data based on whether a specific keyword was mentioned in interactions. Type a keyword and click Enter or select the Keyword tag. Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example if you enter activate, it could return interactions that include activate, activates, activating, activated, and so on.
   Sentiment	Pulls in data based on the sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray). assigned to interactions. Select the Sentiment you want to focus on: Positive, Negative, Neutral, or Mixed. Click the double arrows to select when this sentiment must have occurred during the interaction. Overall sentiment is the default. Overall : The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment.

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

   Learn more about fields in this step

   Field

   Details

   Metric

   Pulls in data based on whether it meets a certain metric value or threshold. See the Metrics entry in Key Terms and Metrics for more information about each available metric type. Depending on the metric you select, you need to complete one of these additional configuration steps: If you select a boolean field, select true from the drop-down to show only interactions where the field applies. Select false to show only interactions where the field does not apply. If you select a string field like a name or ID, enter or select the value in the text field. This will only include interactions where the specified condition exists. If you select an integer field, like seconds or counts, select an operator from the drop-down and enter an integer value. Only interactions that meet the specified threshold appear in the dataset. Equals: Data appears in the dataset if the value for the field is equal to the specified value. Greater Than: Data appears in the dataset if the value for the field is higher than the number specified. Less Than: Data appears in the dataset if the value for the field is lower than the number specified

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

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

   Learn more about fields in this step

   Field	Details
   Frustration	Pulls in data from interaction where the contact became frustrated Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative..
   Resolution	Pulls in data based on the resolution status at the end of a contact. Select Resolved to view only resolved interaction data. Select Unresolved to view only unresolved interaction data.

9. To add a new rule set, click Add Criteria. Rule sets have an OR relationship with each other, so interactions that satisfy any one of the rule sets configured in the category rule fall into the category. You can group rules and rule sets together to create more complex rules.
   Learn more about grouping rules

   You can create two or more rule sets and group them together using AND, NOT, and OR within each rule set. You can then have additional rules or rule sets and define how each one interacts with the other. This allows you to create more complex rules to determine how you want interactions to match. For example:

    

   Without Grouping

   Rule1 AND Rule2 OR Rule3​

   AND is evaluated first, then the OR​

   Results:​

   Rule1 AND Rule2 = True (match)​

   OR Rule3 = True (match)

    

   With Grouping

   Rule1 AND (Rule2 Or Rule3)​

   Forces Rule2 and Rule3 to be evaluated first, and then is paired with Rule1​

   Results:​

   If Rule2 OR Rule3 is a match, it will now look at Rule1​

   If Rule1 is a match, then the interaction matches the category​

   If neither Rule2 OR Rule3 is a match, no match​​

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