Configure Routing Profile

You can configure your own terms in the routing profile.

Create Custom Terms in the Routing Profile

Custom terms enable the software to recognize your company-specific terms and organize text-based customer conversations accordingly. Include variants or alternate words that contacts or agents may use to refer to the same thing. Use corrections to identify mispronunciations or transcription errors.

Classics Inc. wants to identify when customers use the phrase, "the best one yet" in relation to their products. They know this phrase is commonly abbreviated to TBOY. So, they include both of these terms as keywords in their routing profile to catch any references to this phrase.

Image of routing profile.

  1. Select Language Model on the left toolbar.
  2. Click Routing Profile.
  3. If you want to start with the terms specified in your company profileClosed Page in Interaction Analytics where you can create custom entities., click Copy Company Profile. If you have an existing routing profile, a pop-up message asks you to confirm your selection.

  4. Type keywords and phrases for your Company, Brands, Products, Competitors, Competitor Brands, and Competitor Products in their respective fields and add any variants you think could help locate alternate names. Remove any tags you do not want to appear in this field.

    To enter a keyword or phraseClosed Combination of words that have special significance when used together in a specified order, such as "want to cancel"., begin typing and either press Enter or select something from the drop-down of suggestions. For example, Oz is a keyword and Emerald City is a keyword phrase. Phrases are only recognized when all the words in the phrase are present in the order given.

  5. Type keywords and any variants on the tags you want to include to account for variations. Remove any tags from these fields you no longer want to use.

  6. Click the More Fields drop-down to include terms for Services, People, Places, and Industry Terms you want to track. Link and complete any other fields you want to include in your company profile.

  7. When you finish adding and removing tags from the routing profile fields, click Save.