Set Up Categories

Required permission: Interaction Analytics Admin

You can import out-of-box categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. with preconfigured rules and criteria. You can modify these categories or create your own categories and 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. to apply to searches and workspaces Named view of one or more widgets.. If you make changes to categories applied to workspaces, those changes won't take effect until you click Update Data on the Language Model page. You can manage category sets on the Language Model page to optimize categories and customize them to your organization's needs and interests.

You can pull in a sample set of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to see how the current categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. are working. This helps you see how your changes affect the sample data before you apply those changes to a category set. You can merge, split, move, delete, and rename categories or 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.. You can modify the rules that dictate which contacts fall into a group. And you can create new categories either from scratch or by using machine-discovered categories based on trends in your sample contacts.

Import a Category Set

You can import out-of-box categories or 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. with preconfigured topics and 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.. You can modify these imported category sets to meet the objectives of your search or workspace Named view of one or more widgets..

1. Click the app selector and select Analytics.

2. Click Language Model > Categories.

3. Click more options in the row where you want the category set.
4. Click Import Out of Box Category.

5. Select the category folder you want to import and click Save.

6. Manage the category or modify the category rules as desired.

Create a Category

When applied, categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. control the data that appears in your workspace Named view of one or more widgets..

1. Click the app selector and select Analytics.
2. Click Language Model > Categories.
3. Select the folder where you want the category to be.
4. Click more options in the row of the folder you want the category to be in. Click New Category. A new category appears inside the group you have selected.
5. Click the new category and enter a descriptive category name.
6. Modify the category rules so the category contains the types of interactions that interest you.

Manage Categories

You can rename, move, duplicate, and delete categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. you've created.

1. Click the app selector and select Analytics.

2. Click Language Model > Categories.

3. Click more 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.
   Move	Enables you to move a category to another folder or location. To rearrange the categories, you can also click and hold while dragging the category to where you want it.
   Duplicate	Enables you to copy a category. This is helpful if you want to create a category similar to an existing one with slight modifications.
   Delete	Deletes the category.

Create a Folder

Category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folders enable you to group categories together within a 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..

1. Click the app selector and select Analytics.
2. Click Language Model > Categories.
3. Click more options in the row where you want the category folder. Click New Category Folder.
4. Click more options next to the new group you just created and click Rename.
5. Delete the default name of New Group and enter a descriptive group name.
6. Click the check mark next to the new folder name or press Enter.
7. Create or import categories inside the new folder or move existing categories to the group.

Manage Folders

1. Click the app selector and select Analytics.
2. Click Language Model > Categories.

3. Click more 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.
   Move	Enables you to move a category to another folder or location. To rearrange the categories, you can also click and hold while dragging the category to where you want it.
   Duplicate	Enables you to copy a category. This is helpful if you want to create a category similar to an existing one with slight modifications.
   Delete	Deletes the category.
   New Category	Creates a new category.
   New Group	Creates a new category folder.
   Import Out of Box Category	Enables you to import an existing category or category folder with preconfigured rules.

Create Automatic Categories

The Auto Categorize feature scans your sample interactions for common occurrences. This helps you identify categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. you could create. For example, it might find a large number of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. 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.. These machine-discovered categories do not affect how your data displays until you add them to the category tree.

1. Click the app selector and select Analytics.
2. Click Language Model > Categories.
3. Click Discovered . This displays a list of categories that IA has automatically identified as potential points of interest. Review these automatically created categories to see if any include common events, topics, or anomalies that interest you.
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 more options > Move next to the category you want. Or hold while dragging the category to where you want it.
5. Rename the category and make any modifications to the category rules.