You can create your own categories with your own specified rules. Even if your organization uses other languages with Interaction Analytics, you can only configure routing categories in English.
Create Custom Categories
Custom categories enable you to update how your text-based customer conversations are routed.
- Select Language Model in the left navigation menu.
- Click Routing Categories.
- Click more options
next to Categories and select New Category. - Enter a name for the category.
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In the Timing
field, specify the time period in which the keywords, phrases, or entities have to occur in the category rule. - In the Participant
field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact
The person interacting with an agent, IVR, or bot in your contact center.) side of the interaction, or to Either (both) the agent or client side of the interaction. -
Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them. This means that all the specified conditions of a single rule set must exist for an interaction to fall into the category, except those in the At least one of these field.
Learn more about field sin this step
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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 step
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".
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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.
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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.
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Type a keyword and click Enter or select the Keyword tag.
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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.
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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.
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End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment.
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To include or exclude interactions by metrics like team name or ACD skill name, click the Metric tag and select the metric type from the list.
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:
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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.
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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.
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If you select an integer field, like seconds or counts,
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Equals: Data appears in the dataset if the value for the field is equal to the specified value.
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Greater Than: Data appears in the dataset if the value for the field is higher than the number specified.
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Less Than: Data appears in the dataset if the value for the field is lower than the number specified
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If you want to filter for a range of values, you can add multiple of the same kind of metric filters with different operators and values. For example, if you want to include interactions that are between two and four minutes, you would select the interactionDurationSeconds metric. Configure it to > 120. Next, add a second interactionDurationSeconds metric and configure it for < 240. Then, change the condition to All of these for the category rule.
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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.
- 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
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When you are finished adding criteria, click Save.