Out-of-the-Box Category Sets

Required permissions: Interaction Analytics Admin

Interaction Analytics comes with several preconfigured 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.. 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 category 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 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. category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. folder included in the 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.. 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 contact 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

First Contact Resolution Issues

Category Name	Description of Targeted Content	Examples of Targeted Content
Contacted Multiple Times	Content indicating multiple interactions between the contact and agent occurred or will occur.	EITHER: I have to call you back. EITHER: I called four times. EITHER: I keep calling. EITHER: I keep emailing, but no one responds. EITHER: I have to return your call.
Customer Escalated	Content that indicates an escalation.	EITHER: This is being escalated. EITHER: This is a request for escalation.
Customer Transferred	Content indicating the contact was transferred to another department or individual.	EITHER: I'm going to connect you with a technician. EITHER: I'm transferring the customer now. EITHER: I need to transfer you to another department.
Issue Not Resolved	Content indicating the contact's issue was not fixed.	EITHER: They didn't fix it. EITHER: The issue isn't resolved.

Negative Agent

Negative Agent 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-folders for both Negative Agent Behavior and Negative Patron Feedback.

Negative Agent Behavior

Category Name	Description of Targeted Content	Examples of Targeted Content
Agent Condescending	Content in which the agent uses condescending language.	AGENT: What do you expect me to do about it? AGENT: That's a stupid question.
Agent Curses	Content in which the agent uses profanity or inappropriate language.	AGENT: This is total crap. AGENT: I'm pissed off.
Agent Dismissive	Content in which the agent uses dismissive language.	AGENT: Do you think I make the rules? AGENT: Look, like I said, I have no idea. AGENT: Maybe you should read the instructions.
Agent Not Knowledgeable	Content where the agent admits not having knowledge of the issue, what to do about it, or both. OR Content where the contact indicates the agent did not have knowledge an issue, what to do about it, or both.	AGENT: I don't know what I'm doing. AGENT: I don't know how this works. AGENT: I don't know, but it might be the drivers. What do you think? AGENT: I don't really know what I'm talking about. AGENT: Sorry, I'm still learning. AGENT: I'm not sure how to do that. OR CLIENT: They were unable to answer my question. CLIENT: They didn't know anything. CLIENT: They were uninformed.
Agent Rude	Content indicating the agent was rude.	AGENT: Shut up for a second. AGENT: You don't know what you're talking about.
Agent Unable to Assist	Content indicating the agent was unable or unwilling to provide assistance.	AGENT: It's not our fault you didn't pay your bills. AGENT: This isn't tech support. AGENT: Don't ask me. CLIENT: Why don't you help me? CLIENT: Are you refusing to help us out?

Negative Patron Feedback

Category Name	Description of Targeted Content	Examples of Targeted Content
Agent Difficult to Understand	Content in which the client indicates the agent was difficult to understand.	CLIENT: I need somebody that speaks English. CLIENT: I can barely understand you. CLIENT: Can you please repeat that?
Agent Not Listening	Content where the client indicates the agent is not listening to them.	CLIENT: You're not listening to me. CLIENT: Listen to me!
Agent Speaking Too Fast	Content where either the agent or the client indicates the agent is speaking too fast.	AGENT: Sorry I'm talking so fast. AGENT: Yeah, sorry I'm hard to understand. CLIENT: You're talking too fast. CLIENT: Wait, I don't understand.
Agent Unhelpful	Content where the client indicates the agent is being unhelpful.	CLIENT: Why don’t you help me? CLIENT: Are you refusing to help us out? CLIENT: You were of no help at all. CLIENT: You are very unhelpful. CLIENT: You’re not helping me very much.
Patron Curses	Content where the patron (the contact) uses profanity.	CLIENT: It completely screwed up my computer and I’d like to get my money back. CLIENT: I'm pissed off. CLIENT: I just want to cancel the damn thing.

Negative Process

Category Name	Description of Targeted Content	Examples of Targeted Content
Abandoned Call	Content which indicates a call was abandoned.	EITHER: The customer just hung up. EITHER: He hung up while on hold. EITHER: The call was abandoned.
Bad Transfer	Content indicating a connection or transfer to the wrong department, and also content indicating a transfer was not completed successfully.	EITHER: This is the wrong department. EITHER: He was unable to transfer the call.
Disconnected Call	Content indicating a call was disconnected unexpectedly.	EITHER: I'm getting dead air. EITHER: He's working on it but the phone got disconnected. EITHER: The line went dead.
Negative Chat	Content indicating problems with chat.	EITHER: The chat isn’t working EITHER: The chat was very slow. EITHER: Chat was disconnected. CLIENT: I tried the live chat, but waited for 20 minutes with no response. CLIENT: Terrible chat feature experience. CLIENT: I have wasted so much time with this chat. CLIENT: The chat option is unhelpful.
Negative Email	Content indicating problems with email.	EITHER: I didn't get your email. EITHER: It pulled up the wrong email.
Negative Hold	Content indicating long hold times.	EITHER: I am still holding. EITHER: I have a complaint and I've been holding for a long time.
Negative Voicemail	Content indicating problems with voicemail systems.	EITHER: So you're having problems trying to pull up the messages like voicemails. EITHER: There is no voicemail. EITHER: You didn't receive the voicemail.
No Answer	Content indicating there was no answer to an attempt to make contact.	EITHER: He did it but there's no answer. EITHER: I didn't get an answer.
Poor Sound Quality	Content indicating poor sound quality on a call.	EITHER: Sorry, you're breaking up. EITHER: We are having like a really bad connection.
Slow Response	Content indicating long periods of time between responses.	EITHER: Very slow response. EITHER: What’s taking so long? EITHER: Yeah, sorry it’s taking so long. CLIENT: I am finally getting a response. AGENT: I apologize I took so long.
Unhelpful Process	Content indicating a process is not helpful.	CLIENT: No help at all. CLIENT: It didn’t help me. CLIENT: That was not helpful. CLIENT: He did it but there’s no answer. CLIENT: I didn’t get an answer CLIENT: You routed me to the wrong extension. CLIENT: Someone connected me to the wrong place. AGENT: Let me check a different database. AGENT: Let me search my other screen.

Positive Agent

Positive Patron Feedback

Category Name	Description of Targeted Content	Examples of Targeted Content
Agent Efficient	Content where the contact commented on how quickly the agent performed actions.	CLIENT: That was really fast! CLIENT: You were very efficient, thank you. CLIENT: You resolved my issue so quickly.
Patron Appreciative	Content in which the patron (the contact) expresses appreciation.	CLIENT: I appreciate this so much. CLIENT: Thanks very much. CLIENT: I'm much obliged.
Patron's Problem Solved	Content indicating an issue has been resolved.	EITHER: That fixed my issue. EITHER: You're all set. EITHER: You're good to go.

Positive Process

Category Name	Description of Targeted Content	Examples of Targeted Content
Positive Returned Call	Content indicating a returned call is appreciated.	AGENT: I'm returning a call to you from NICE CXone. CLIENT: Oh, hi, Clarissa, thanks for calling me back.

Contact Center Highlights

The Contact Center Highlights 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. 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. category 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 interaction 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 contact 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

Accounts

Category name	Description of Targeted Content	Examples of Targeted Content
Account Activation	Mentions of activation, creation, enabling, or opening of an account.	EITHER: I need to get a generic ERS helpdesk support account set up rather than me being the only one on my team who can register support cases. EITHER: Please open the account. EITHER: We also need to make sure that the account for Dorothy Gale is enabled.
Account Changes	Requests for changes or updates to accounts.	EITHER: I just need to change the credit card to which it's billed. EITHER: Do you have the possibility to change a password? CLIENT: Can you add Tom Sawyer as an authorized person on this account? CLIENT: I need to change the phone number for my account.
Account Deactivation	References to the deactivation, disabling, or closing of an account.	CLIENT: And also, our Kansas office has permanently closed, so if we could close that account for the Kansas office, would be greatly appreciated! EITHER: All I can do is to deactivate her account. AGENT: Did you have the computer name that you released the account from before you tied it to this computer name?
Account Inquiries	General questions about accounts, not including problems or requests to change things.	EITHER: Can I know the numbers associated with that account? EITHER: What is the account number? CLIENT: Can you check how the FTP is set up for the account? CLIENT: There's no way for you or me to check whether we have encryption in our account? CLIENT: Can you check the status of the account?
Account Problems	General problems around an account. This does not include login or activation problems.	EITHER: She cannot change account settings. EITHER: I wonder why we can't change the security profiles from our end. EITHER: The account isn't accessible. CLIENT: Are you saying that I'm not an authorized person on the account? CLIENT: We are having problems on our account. CLIENT: I can't find my account. CLIENT: I can't access my account settings.
Account Reactivation	Mentions of reactivation of an account.	EITHER: All I can do is to reactivate her account to refresh it. AGENT: I'll reactivate your account and send you another password.

Agent Performance Negative

Category name	Description of Targeted Content	Examples of Targeted Content
Agent Difficult to Understand	Content in which the contact indicates the agent was difficult to understand.	CLIENT: I need somebody that speaks English. CLIENT: I can barely understand you. CLIENT: Can you please repeat that?
Agent Not Knowledgeable	Content where the agent admits not having knowledge of the issue, what to do about it, or both. OR Content where the contact indicates the agent did not have knowledge an issue, what to do about it, or both.	AGENT: I don't know what I'm doing. AGENT: I don't know how this works. AGENT: I don't know, but it might be the drivers. What do you think? AGENT: I don't really know what I'm talking about. AGENT: Sorry, I'm still learning. AGENT: I'm not sure how to do that. OR CLIENT: They were unable to answer my question. CLIENT: They didn't know anything. CLIENT: They were uninformed.
Agent Not Permitted	Indications the agent was not permitted to perform requested action because of their role, the system, or company policy.	AGENT: I do not have the power to do that. AGENT: I need approval from my supervisor first.
Agent Rude or Condescending	Indications that the agent was rude or condescending to the contact.	AGENT: Look, like I said, I have no idea. AGENT: That's a stupid question.
Call Quality Issues	Mentions of the call quality.	EITHER: You're breaking up. EITHER: I can hear you better now.
Profanity	Mentions of profanity.	EITHER: This is a bunch of crap. EITHER: I'm pissed off.
Unhelpful Process	Content indicating a process is not helpful.	CLIENT: No help at all. CLIENT: It didn’t help me. CLIENT: That was not helpful. CLIENT: He did it but there’s no answer. CLIENT: I didn’t get an answer CLIENT: You routed me to the wrong extension. CLIENT: Someone connected me to the wrong place. AGENT: Let me check a different database. AGENT: Let me search my other screen.

Agent Performance Positive

Category name	Description of Targeted Content	Examples of Targeted Content
Agent Efficient	Content where the client commented on how quickly the agent performed actions.	CLIENT: That was really fast! CLIENT: You were very efficient, thank you. CLIENT: You resolved my issue so quickly.
Agent Returned Call	Indications that the agent returned the contact's call.	CLIENT: Thanks for getting back to me. CLIENT: I'm glad you finally called back. AGENT: I'm returning a call to you from NICE CXone.
Patron Appreciative	Content in which the client expresses appreciation.	CLIENT: I appreciate this so much. CLIENT: Thanks very much. CLIENT: I'm much obliged.
Proper Hold Etiquette	Content indicating the agent used proper etiquette when putting a contact on hold.	AGENT: Please hold. AGENT: Thank you for patiently holding. AGENT: Kindly hold for a moment please. AGENT: Would you mind holding for a moment?

Billing

Category name	Description of Targeted Content	Examples of Targeted Content
Billing Complaints	Mentions of general problems around bills, invoices, charges, or payments.	CLIENT: I shouldn't have been charged. CLIENT: Why are we getting billed? CLIENT: There is a problem with my bill. CLIENT: I'm trying to pay our bill!
Billing Disputes	References to billing disputes or refusals to pay.	CLIENT: I am not making any more payments. Refusal to pay. CLIENT: I am disputing the charges. CLIENT: You should reverse the charges.
Billing Errors	References to billing errors or mistakes.	CLIENT: You guys keep billing me. CLIENT: I'm getting billed two times. CLIENT: We were billed by mistake. Yeah, it's about double billing. CLIENT: I got an email saying I'm in arrears to the tune of 5k. It must be a mistake as the account number is different.
Billing Inquiries	Mentions of confusion, questions, status requests, or process inquiries around bills, invoices, charges, or payments.	EITHER: I am trying to get the last invoice. EITHER: I'm not sure what this bill is for any longer... CLIENT: What's the pricing for VoIP logins? CLIENT: How do I turn on paperless billing on the support site? CLIENT: I have a question about billing. CLIENT: I am trying to find out the escalation procedures for billing issues and technical issues.
Billing Problems	This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering.	CLIENT: I have a problem with my bill. AGENT: Hello, you've reached the billing department. EITHER: Let's take a look at last month's bill.

Escalation

Category name	Description of Targeted Content	Examples of Targeted Content
Customer Escalated	Indications the contact is being escalated.	EITHER: This is being escalated. EITHER: This is a request for escalation.
Fraudulent Charges	Mentions of "fraudulent" or "This is fraud"; actions involving "fraud department", "fraud division", or "fraud team"; and missing authorization co-occurring with "fraud" on the content level.	CLIENT: I was notified that there could potentially be fraudulent activity on my account. CLIENT: I did not authorize that one. Are you sure? That's not me and I am retired. Fraud? AGENT: We noticed fraudulent charges posted to our account. AGENT: I will contact the fraud department. AGENT: I will hand it over to the fraud division. EITHER: This is fraud.
Hazardous Product	This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering.	CLIENT: The product caught on fire as soon as I turned it on. CLIENT: The product is unstable. CLIENT: This gave me an allergic reaction. CLIENT: It fell apart as soon as I set it up. AGENT: Are you alright? AGENT: Were there any malfunctions with the product?
Legal Concerns	Content that could indicate legal concerns.	CLIENT: This was such a bait and switch. CLIENT: I can’t believe you would defraud people like this.
Management Mentions	Content mentioning management or supervisors.	CLIENT: I would like to speak to a manager. CLIENT: Please connect me to your supervisor. CLIENT: I was told by the branch manager that I could return my purchase.

First Contact Resolution

Category name	Description of Targeted Content	Examples of Targeted Content
Contacted Multiple Times	Content indicating multiple interactions between the client and agent occurred (or will occur) multiple times.	EITHER: I have to call you back. EITHER: I called four times. EITHER: I keep calling. EITHER: I keep emailing, but no one responds. EITHER: I have to return your call.
Customer Does Not Recommend	Indications that the contact does not recommend a product, process, or procedure.	CLIENT: I really don't like this product. CLIENT: I wouldn't recommend this service to anyone else.
Customer Recommends	Indications that the contact does recommend a product, process, or procedure.	CLIENT: This product is amazing, I recommend it to everyone. CLIENT: I can stop telling everyone about it. CLIENT: This is the best, I'd give it a 10/10.
Issue Not Resolved	Indications the contact's issue is not resolved.	EITHER: They didn't fix it. EITHER: The issue isn't resolved.
Issue Resolved	Content indicating an issue has been resolved.	EITHER: That fixed my issue. EITHER: You're all set. EITHER: You're good to go.
Issues	This category does not include any out-of-the-box rules by default. You need to configure category rules to match any content for this topic you are interested in discovering.	CLIENT: I'd like to report an issue. AGENT: I'm sorry you're having that issue. EITHER: Let's see if we can handle this issue.
Suggestions	Content where the contact makes a suggestion.	CLIENT: It would be great if you added breakfast. CLIENT: I'd suggest making the product in more colors.
Transfer Events	References to the contact being transferred to another department.	AGENT: I'm going to connect you with a technician. AGENT: I need to transfer you to another department. CLIENT: Can you transfer me to someone else please? CLIENT: I think I was transferred to the wrong department.

General Inquiries

Category name	Description of Targeted Content	Examples of Targeted Content
General Inquiries	Content where a contact asks a direct question.	CLIENT: I was just wondering about this promotion. CLIENT: Where are you located? CLIENT: Where is the closest store? CLIENT: Are you guys open on Saturday? I don’t know what your hours are.

Self-Service

Category name	Description of Targeted Content	Examples of Targeted Content
Access Issues	Indications a contact is experiencing problems accessing an application.	CLIENT: I am trying to log in on the app. CLIENT: I tried to access it on my phone. CLIENT: I cannot get into the app. CLIENT: I can't login on my phone. CLIENT: The app keeps kicking me out.
Application Issues	Indications an application is not working for the contact.	CLIENT: The app isn't working. CLIENT: The app appears to be acting up.
Online Management Issues	Content where the contact indicates that online self-service resources were insufficient for them, or where online services are not working.	CLIENT: I’ve already checked the frequently asked questions page. CLIENT: Is this the same as the article I read on the knowledge base? CLIENT: The troubleshooting article didn’t help. CLIENT: I’m having a problem logging in.
Request for Live Person	Contact requests to deal with a live person.	CLIENT: I want to talk with an actual person. CLIENT: Am I speaking to a live person? CLIENT: Let me talk to a human.
Website Issues	References to problems with online orders and purchases, making online payments, or problems with coupons and promotions.	CLIENT: The site is having trouble with my credit card. CLIENT: I'm having trouble using the promo code online. CLIENT: I want to place an order on the website but I'm having issues.
Wrong Information	Content indicating that self-service resources contain wrong information.	CLIENT: The online help instructions are outdated. CLIENT: The self-help guide isn't accurate. CLIENT: Well, the website is wrong then.

Transactions

Category name	Description of Targeted Content	Examples of Targeted Content
Cancellations	References to canceling a transaction.	AGENT: You want to cancel it? AGENT: He wants to cancel the subscription.
Purchasing	Content where a contact talks about making a purchase.	CLIENT: I want to place an order. CLIENT: That is too pricey.
Refunds	References to refunds for products.	AGENT: She is requesting a refund. CLIENT: I want my money back, please.
Replacement	Content that mentions trying to replace items.	CLIENT: They didn’t even replace it. CLIENT: Didn’t replace the battery.
Returns	References to returning items.	CLIENT: I will send the early version back in exchange for the later version. CLIENT: I want to return the order. AGENT: The product needs to be replaced. AGENT: She is requesting a refund.
Shipping	References to shipping and delivery of products.	AGENT: Both orders will be delivered in full. AGENT: Appointment required. Will contact receiver to reschedule delivery. AGENT: It is going to be shipped overnight. AGENT: I sent it expedited mail. CLIENT: I called UPS for the tracking number.
Upgrades	Content mentioning requests for additional seats, licenses, or other upgrades.	CLIENT: We want to raise the number of licenses. CLIENT: I need to get additional seats CLIENT: I want to raise our seat limit. AGENT: We went ahead and upgraded the order. AGENT: You have upgraded shipping on it.
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.

Contact Priority

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

The following table displays both a description of what the category 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 interaction 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 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. 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. category 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 interaction 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

Account

Category NAME	Description of Targeted Content	Examples of Targeted Content
Account Changes	Requests for changes or updates to accounts.	EITHER: I just need to change the credit card to which it's billed. EITHER: Do you have the possibility to change a password? CLIENT: Can you add Tom Sawyer as an authorized person on this account? CLIENT: I need to change the phone number for my account.
Account Inquiries	General questions about accounts, not including problems or requests to change things.	EITHER: Can I know the numbers associated with that account? EITHER: What is the account number? CLIENT: Can you check how the FTP is set up for the account? CLIENT: There's no way for you or me to check whether we have encryption in our account? CLIENT: Can you check the status of the account?
Account Problems	General problems around an account. This does not include login or activation problems.	EITHER: She cannot change account settings. EITHER: I wonder why we can't change the security profiles from our end. EITHER: The account isn't accessible. CLIENT: Are you saying that I'm not an authorized person on the account? CLIENT: We are having problems on our account. CLIENT: I can't find my account. CLIENT: I can't access my account settings.
Activate Account	Mentions of activation, creation, enabling, or opening of an account.	EITHER: I need to get a generic ERS helpdesk support account set up rather than me being the only one on my team who can register support cases. EITHER: Please open the account. EITHER: We also need to make sure that the account for Dorothy Gale is enabled.
Activate User	Mentions of activation of a user, agent, or representative.	EITHER: We can set up multiple authorized callers and users on the support site. EITHER: I don't mind creating the users. I just wanted to see if the manage multiple users worked. EITHER: I created a test user and assigned it that profile.
Activation Problems	Mentions of activation problems but not activation requests or key- and license-related problems.	CLIENT: I have an agent that is showing active and we cannot deactivate her. CLIENT: I was just trying to activate the software. EITHER: I don't have the activation code. EITHER: Have an issue with activating a serial number.
Deactivate Account	References to the deactivation, disabling, or closing of an account.	CLIENT: And also, our Kansas office has permanently closed, so if we could close that account for the Kansas office, would be greatly appreciated! EITHER: All I can do is to deactivate her account. AGENT: Did you have the computer name that you released the account from before you tied it to this computer name?
Deactivate User	Mentions of the deactivation of a user, agent, or representative.	EITHER: I guess the licenses were just released by the previous reps. CLIENT: Please deactivate the user.
Login Problems	Mentions of login problems and locked accounts.	CLIENT: I'm having trouble logging in. CLIENT: I have an agent that says her account is locked. CLIENT: I can't log in to my account. EITHER: Login failed. EITHER: Users are unable to log in. AGENT: Login details do not match our records.
Reactivate Account	Mentions of reactivation of an account.	EITHER: All I can do is to reactivate her account to refresh it. AGENT: I'll reactivate your account and send you another password.
Reactivate User	Mentions of reactivation of a user.	CLIENT: Please reactivate this user. CLIENT: We need to restore the employee in the system. CLIENT: The representative should be reinstated.

Billing

Category NAME	Description of Targeted Content	Examples of Targeted Content
Billing Complaints	Mentions of general problems around bills, invoices, charges, or payments.	CLIENT: I shouldn't have been charged. CLIENT: Why are we getting billed? CLIENT: There is a problem with my bill. CLIENT: I'm trying to pay our bill!
Billing Disputes	References to billing disputes or refusals to pay.	CLIENT: I am not making any more payments. CLIENT: I refusal to pay for this. CLIENT: I am disputing the charges. CLIENT: You should reverse the charges.
Billing Errors	References to billing errors or mistakes.	CLIENT: You guys keep billing me. CLIENT: I'm getting billed two times. CLIENT: We were billed by mistake. CLIENT: Yeah, it's about double billing.
Billing Inquiries	Mentions of confusion, questions, status requests, or process inquiries around bills, invoices, charges, or payments.	EITHER: I am trying to get the last invoice. EITHER: I'm not sure what this bill is for any longer... CLIENT: What's the pricing for VoIP logins? CLIENT: How do I turn on paperless billing on the support site? CLIENT: I have a question about billing. CLIENT: I am trying to find out the escalation procedures for billing issues and technical issues.
Fraudulent Charges	Mentions of "fraudulent" or "This is fraud"; actions involving "fraud department", "fraud division", or "fraud team"; and missing authorization co-occurring with "fraud" on the content level.	CLIENT: I was notified that there could potentially be fraudulent activity on my account. CLIENT: I did not authorize that one. Are you sure? That's not me and I am retired. Fraud? AGENT: We noticed fraudulent charges posted to our account. AGENT: I will contact the fraud department. AGENT: I will hand it over to the fraud division. EITHER: This is fraud.

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.

Transaction

Category NAME	Description of Targeted Content	Examples of Targeted Content
Apply or Sign-Up	References to applying or signing up for some kind of service or information. This can be either people signing themselves up, or signing other people up (agents or patrons).	EITHER: I need to sign him up. EITHER: She's going to sign him up. CLIENT: I filled out an application yesterday. CLIENT: I tried to apply for a credit card.
Purchases	References to purchasing products or services.	CLIENT: I want to place an order. CLIENT: That is too pricey.
Returns	References to refunds or the return, exchange or replacing of products.	CLIENT: I will send the early version back in exchange for the later version. CLIENT: I want to return the order. AGENT: The product needs to be replaced. AGENT: She is requesting a refund.
Shipping	References to shipping and delivery of products.	AGENT: Both orders will be delivered in full. AGENT: Appointment required. Will contact receiver to reschedule delivery. AGENT: It is going to be shipped overnight. AGENT: I sent it expedited mail. CLIENT: I called UPS for the tracking number.
Upgrades	Mentions of upgraded accounts, memberships and orders.	AGENT: Clarissa’s account is now upgraded. AGENT: We went ahead and upgraded the order. AGENT: You have upgraded shipping on it.

Conversation Themes

The Conversation Themes 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. 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. category 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 interaction 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

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.

Communication Channels

Category NAME	Description of Targeted Content	Examples of Targeted Content
Chat	Mentions of attempts at communication via a chat application.	CLIENT: The chat isn’t working. CLIENT: I tried the live chat, but waited for 20 minutes with no response.
Email	Content referencing email, newsletters, and spam.	EITHER: I sent an email. EITHER: I thought that was spam.
Phone	Mentions of attempts at communication via phone.	EITHER: He was unable to transfer the call. EITHER: Sorry you’re breaking up.
Website	Content containing references to websites.	CLIENT: I went to the website. CLIENT: The site is down.

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.

Personnel

Category NAME	Description of Targeted Content	Examples of Targeted Content
Management	Content containing mentions of management personnel.	EITHER: I’ll have the customer service manager contact you. EITHER: I spoke to the assistant manager.
Staff	Content containing mentions of various kinds of staff.	CLIENT: The store personnel weren’t available. CLIENT: The cashier was really slow.

Policies

Category NAME	Description of Targeted Content	Examples of Targeted Content
Contracts	Content talking about contracts.	CLIENT: I signed the contract last week. AGENT: We haven't received your contract yet.
Warranties	Content having anything to do with warranties (extending, questions about, redeeming, or utilizing).	CLIENT: 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. EITHER: It was still under warranty. EITHER: He wants to know if that part is covered under his warranty and if not what is the cost.

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.

Transactions

Category NAME	Description of Targeted Content	Examples of Targeted Content
Billing	Mentions of billing problems.	CLIENT: You guys keep billing me. CLIENT: Why are we getting billed? CLIENT: I am disputing the charges.
Cancellations	References to canceling a transaction.	AGENT: You want to cancel it? EITHER: He wants to cancel the subscription.
Gift Certificates	References to gift certificates or gift cards.	CLIENT: I bought a gift card from the store. CLIENT: The site isn't accepting my gift certificate.
Pricing	References to the price of products or services.	CLIENT: I think it was overpriced. CLIENT: I received a refund.
Purchasing	References to purchasing products or services.	CLIENT: I added the item to my shopping cart. CLIENT: I plan to order it tomorrow.
Returns	References to refunds or the return, exchange or replacing of products.	CLIENT: I will send the early version back in exchange for the later version. CLIENT: I want to return the order. EITHER: The product needs to be replaced. EITHER: She is requesting a refund.

Customer Experience

The Customer Experience 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. 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. category 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 interaction 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

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 category sub-folders.

Negative

Category NAME	Description of Targeted Content	Examples of Targeted Content
At Risk Cust Behavior/Recurrent Issue	Content indicating that an issue is recurring.	CLIENT: I explained the issue again. CLIENT: Trying to fix this again.
Neg Customer Service	Content indicating bad customer service.	CLIENT: Your customer service is horrible. CLIENT: Not impressed with the service. CLIENT: Customer service was lousy.

The Complaints category includes the following level-six A tilted box with a six at the bottom. sub-categories.

Neg Channel

Category NAME	Description of Targeted Content	Examples of Targeted Content
Neg Chat Service	Content indicating that chat service is bad.	CLIENT: Live chat was not available. CLIENT: The live chat is the worst. CLIENT: The live chat was not helpful.
Neg Email Service	Content indicating that chat service is bad.	CLIENT: Never answered my email. CLIENT: They didn’t respond to my email.
Neg Phone Service	Content indicating that chat service is bad.	CLIENT: At that point I hung up. CLIENT: I was on hold for a long time. CLIENT: I won't call back.

Neg Outcome

Category NAME	Description of Targeted Content	Examples of Targeted Content
Issue Not Resolved	Indications the contact's issue is not resolved.	EITHER: They didn't fix it. EITHER: The issue isn't resolved.
No Compensation	Content indicating a lack of desired compensation.	EITHER: No compensation was given. CLIENT: You should compensate folks for damages.
No Refund	Content indicating a desired refund was not received.	CLIENT: I didn’t get a refund. CLIENT: They wouldn’t refund my credit card. CLIENT: We were not reimbursed for it.
No Replacement	Content indicating a desired replacement was not received.	CLIENT: I couldn’t get a replacement. CLIENT: Won’t even replace due to wear and tear.

Neg Staff

Category NAME	Description of Targeted Content	Examples of Targeted Content
Neg Staff-Appearance	Content indicating staff appearance didn't meet desired standards.	CLIENT: The manager was disheveled. CLIENT: The supervisor was sloppy looking. CLIENT: What’s with the ugly uniform?
Neg Staff-Attentive	Content indicating that staff were inattentive.	CLIENT: Please listen to your customers. CLIENT: The attendant was not attentive. CLIENT: The customer service department ignored me.
Neg Staff-Availability	Content indicating that not enough staff is available.	CLIENT: The area was understaffed. CLIENT: I could not get to a real person. CLIENT: I could not find a representative. CLIENT: The manager was not available.
Neg Staff-Communication	Content indicating that communication is bad.	CLIENT: Instructions were poor. CLIENT: The customer service representative talked too fast. CLIENT: It was difficult to understand their accent.
Neg Staff-Competence	Content indicating that staff is incompetent.	CLIENT: No help to me. CLIENT: Your associate was not competent. CLIENT: The customer service person was not helpful.
Neg Staff-Credibility	Content indicating that staff lacked credibility.	CLIENT: I don’t trust the agent. CLIENT: The manager cheated me. CLIENT: The dealer was not honest.
Neg Staff-Efficiency	Content indicating that staff were not efficient.	CLIENT: The customer support staff was very slow. CLIENT: Service was unacceptably slow.
Neg Staff-General	General negative mentions of staff.	CLIENT: The staff is horrible! CLIENT: I hate their representatives.
Neg Staff-People Skills	Content indicating that staff lacked acceptable social behavior.	CLIENT: The assistant manager was very rude. CLIENT: Cleaning staff were not friendly.
Neg Staff-Responsibility	Content indicating that staff were irresponsible.	CLIENT: He denied responsibility for his actions. CLIENT: Your manager was not apologetic. CLIENT: We didn’t even get an apology.

Neutral Customer Service

Category NAME	Description of Targeted Content	Examples of Targeted Content
Neutral Customer Service	Content in which the contact described customer service in neither a positive nor a negative way.	CLIENT: The customer service was fine. CLIENT: Your staff was okay.

Positive

The Compliments category includes the following level-six A tilted box with a six at the bottom. sub-categories.

Pos Channel

Category NAME	Description of Targeted Content	Examples of Targeted Content
Pos Chat Service	Content indicating a positive chat experience.	CLIENT: Live chat was the best. CLIENT: Love the live chat.
Pos Phone Service	Content indicating a positive phone call experience.	CLIENT: Didn’t put me on hold. CLIENT: They didn’t transfer me. CLIENT: I didn’t wait on hold for very long.

Pos Outcome

Category NAME	Description of Targeted Content	Examples of Targeted Content
Issue Resolved	Content indicating an issue has been resolved.	EITHER: That fixed my issue. EITHER: You're all set. EITHER: You're good to go.

Pos Staff

Category NAME	Description of Targeted Content	Examples of Targeted Content
Pos Staff-Appearance	Content indicating that staff’s appearance was good.	CLIENT: The manager was professionally dressed. CLIENT: Your uniform is cute.
Pos Staff-Attentive	Content indicating staff were attentive to the contact's needs.	CLIENT: The customer service representative was very responsive. CLIENT: Customer service listened to my concern.
Pos Staff-Availability	Content indicating that staff were readily available to the contact.	CLIENT: They are always available to answer a call. CLIENT: A real person promptly answered the call.
Pos Staff-Communication	Content indicating that staff communicated effectively with the contact.	CLIENT: Everyone spoke clearly. CLIENT: The representative was easy to understand.
Pos Staff-Competence	Content indicating the staff performed their job well.	CLIENT: The agent was very experienced. CLIENT: All the staff were helpful. CLIENT: The manager was really knowledgeable.
Pos Staff-Credibility	Content indicating the contact felt the staff was credible.	CLIENT: I trusted the manager. CLIENT: Your staff were very sincere. CLIENT: They were honest.
Pos Staff-Efficiency	Content indicating that staff performed their job in an efficient manner.	CLIENT: Customer service was very efficient. CLIENT: Help was quick. CLIENT: The representative was really speedy.
Pos Staff-General	General positive mentions of staff	CLIENT: The staff is awesome! CLIENT: I love their representatives.
Pos Staff-People Skills	Content indicating staff exhibited appropriate social skills.	CLIENT: The clerk was friendly. CLIENT: The whole crew was polite. CLIENT: The friendliness we received was excellent.
Pos Staff-Responsibility	Content indicating that staff took responsibility for issues.	CLIENT: The guy was very apologetic. CLIENT: Your representative acknowledged the issue.

Category NAME	Description of Targeted Content	Examples of Targeted Content
Pos Customer Service	Content indicating a positive customer service experience.	CLIENT: The customer service was unbelievable. CLIENT: Loved the customer service. CLIENT: Really impressed with the support.

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 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. 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 category 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 interaction 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 profile 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 entity 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.

Customer Does Not Recommend

Category NAME	Description of Targeted Content	Examples of Targeted Content
Customer Does Not Recommend Brands	Content indicating that the contact The person interacting with an agent, IVR, or bot in your contact center. does not recommend a brand, based on brands entered in the company profile.	I will never recommend <BRAND> to my friends.
Customer Does Not Recommend Company	Content indicating that the contact does not recommend a company, based on companies entered in the company profile.	I will never recommend <COMPANY> to my friends.
Customer Does Not Recommend Competitor Brands	Content indicating that the contact does not recommend a competitor’s brand, based on competitor brands entered in the company profile.	I will never recommend <COMPETITOR_BRAND> to my friends.
Customer Does Not Recommend Competitor Products	Content indicating that the contact does not recommend a competitor’s product, based on competitor products entered in the company profile.	I will never recommend <COMPETITOR_PRODUCT> to my friends.
Customer Does Not Recommend Competitors	Content indicating that the contact does not recommend a competitor’s company, based on competitor companies entered in the company profile.	I will never recommend <COMPETITOR_COMPANY> to my friends.
Customer Does Not Recommend Products	Content indicating that the contact does not recommend a product, based on products entered in the company profile.	I will never recommend <PRODUCT> to my friends.
Customer Does Not Recommend Services	Content indicating that the contact does not recommend a service offered by the company, based on services entered in the company profile.	I will never recommend <SERVICE> to my friends.

Customer Recommends

Category NAME	Description of Targeted Content	Examples of Targeted Content
Customer Recommends Brands	Content indicating that the contact The person interacting with an agent, IVR, or bot in your contact center. does recommend a brand, based on brands entered in the company profile.	I strongly recommend <BRAND> to my friends.
Customer Recommends Company	Content indicating that the contact does recommend a company, based on companies entered in the company profile.	I strongly recommend <COMPANY> to my friends.
Customer Recommends Competitor Brands	Content indicating that the contact does recommend a competitor’s brand, based on competitor brands entered in the company profile.	I strongly recommend <COMPETITOR_BRAND> to my friends.
Customer Recommends Competitor Products	Content indicating that the contact does recommend a competitor’s product, based on competitor products entered in the company profile.	I strongly recommend <COMPETITOR_PRODUCT> to my friends.
Customer Recommends Competitors	Content indicating that the contact does recommend a competitor’s company, based on competitor companies entered in the company profile.	I strongly recommend <COMPETITOR_COMPANY> to my friends.
Customer Recommends Products	Content indicating that the contact does recommend a product, based on products entered in the company profile.	I strongly recommend <PRODUCT> to my friends.
Customer Recommends Services	Content indicating that the contact does not recommend a service offered by the company, based on services entered in the company profile.	I will never recommend <SERVICE> to my friends.

First Contact Resolution

The First Contact Resolution 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. 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 category 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 interaction 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

Agent Not Permitted

Category NAME	Description of Targeted Content	Examples of Targeted Content
Agent Not Permitted by Policy	Indications the agent was not permitted to perform requested action because of company policy.	AGENT: Due to our confidentiality policy I can't give you that account number. AGENT: I am not permitted to waive the fees.
Agent Not Permitted by Role	Indications the agent was not permitted to perform requested action because of their role.	AGENT: I do not have the power to do that. AGENT: I need approval from my supervisor first.
Agent Not Permitted by System	Indications the agent was not permitted to perform requested action because of the system.	AGENT: The system won't let me change that information. AGENT: My application won't let me do that.

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.	EITHER: I have to call you back. EITHER: I called four times. EITHER: I keep calling. EITHER: I keep emailing, but no one responds. EITHER: I have to return your call.
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?

Transfer Events

Category NAME	Description of Targeted Content	Examples of Targeted Content
Customer Incorrectly Transferred	Indications the contact was incorrectly transferred to the wrong department.	CLIENT: Someone connected me to the wrong place. CLIENT: Please don't direct me to the wrong department.
Customer Transferred	References to the contact being transferred to another department.	AGENT: I'm going to connect you with a technician. AGENT: I need to transfer you to another department.

Intent to Buy

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

The following drop-downs describe the contents of each category 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 interaction 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 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 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 entity 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.

Intent to Buy Product

Category NAME	Description of Targeted Content	Examples of Targeted Content
Intent to Buy Brands	Content indicating an intent to purchase a brand of product, based on brands entered in the company profile.	I would like to purchase a <BRAND>.
Intent to Buy Competitor Brands	Content indicating an intent to purchase a competitor’s brand of product, based on competitor brands entered in the company profile.	I would like to purchase a <COMPETITOR_BRAND>.
Intent to Buy Competitor Products	Content indicating an intent to purchase a competitor’s product, based on competitor products entered in the company profile.	I would like to purchase a <COMPETITOR_PRODUCT>.
Intent to Buy Products	Content indicating an intent to purchase a product, based on products entered in the company profile.	I would like to purchase a <PRODUCT>.

Intent to Buy Product from

Category NAME	Description of Targeted Content	Examples of Targeted Content
Intent to Buy from Company	Content indicating an intent to purchase from a company, based on companies entered in the company profile.	I would like to purchase from <COMPANY>.
Intent to Buy from Competitor	Content indicating an intent to purchase from a competitor’s company, based on competitor companies entered in the company profile.	I would like to purchase from <COMPETITOR_COMPANY>.

Retention

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

The following drop-downs describe the contents of each category 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 interaction 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 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 entity 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.

Intent to Churn from

Category NAME	Description of Targeted Content	Examples of Targeted Content
Intent to Churn from Brands	Content indicating that a contact intends to stop using a brand of product, based on brands entered in the company profile.	I guess I have to move on from <BRAND>.
Intent to Churn from Company	Content indicating that a contact intends to stop using products or services offered by a company, based on companies entered in the company profile.	I guess I have to move on from <COMPANY>.
Intent to Churn from Competitor Brands	Content indicating that a contact intends to stop using a brand of products offered by a competitor’s company, based on competitor companies entered in the company.	I guess I have to move on from <COMPETITOR_COMPANY>.
Intent to Churn from Competitor Products	Content indicating that a contact intends to stop using a competitor’s products, based on competitor products entered in the company profile.	I guess I have to move on from <COMPETITOR_PRODUCT>.
Intent to Churn from Competitors	Content indicating that a contact intends to stop using products or services offered by a competitor’s company, based on competitor companies entered in the company profile.	I guess I have to move on from <COMPETITOR_COMPANY>.
Intent to Churn from Products	Content indicating that a contact intends to stop using products offered by a company, based on products entered in the company profile.	I guess I have to move on from <PRODUCT>.

Intent to Churn to

Category NAME	Description of Targeted Content	Examples of Targeted Content
Intent to Churn to Brands	Content indicating that a contact intends to start using a brand of products or services offered by a company, based on brands entered in the company profile.	I am going to switch to <BRAND>.
Intent to Churn to Company	Content indicating that a contact intends to start using products or services offered by a company, based on companies entered in the company profile.	I am going to switch to <COMPANY>.
Intent to Churn to Competitor Brands	Content indicating that a contact intends to start using a competitor’s brand of products or services offered by a competitor company, based on competitor brands entered in the company profile.	I am going to switch to <COMPETITOR_COMPANY>.
Intent to Churn to Competitor Products	Content indicating that a contact intends to start using a competitor’s product, based on competitor products entered in the company profile.	I am going to switch to <COMPETITOR_PRODUCT>.
Intent to Churn to Competitors	Content indicating that a contact intends to start using a brand of products or services offered by a competitor’s company, based on competitor companies entered in the company profile.	I am going to switch to <COMPETITOR_COMPANY>.
Intent to Churn to Products	Content indicating that a contact intends to start using products offered by a company, based on products entered in the company profile.	I am going to switch to <PRODUCT>.

Risk Aversion

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

There is only one category 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 interaction 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 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. is designed to answer the question, Are there self-service options that could be improved?

The following drop-down will help you understand the categories 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 interaction 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 contact 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:

EITHER:The content applies to the category regardless of who says it.
AGENT:The content applies to the category only if the agent says it.
CLIENT:The content applies to the category only if the contact The person interacting with an agent, IVR, or bot in your contact center. says it.

Self-Service Opportunities categories

Category NAME	Description of Targeted Content	Examples of Targeted Content
Application Access Issues	Indications a contact is experiencing problems accessing an application.	CLIENT: I am trying to log in on the app. CLIENT: I tried to access it on my phone. CLIENT: I cannot get into the app. CLIENT: I can't login on my phone. CLIENT: The app keeps kicking me out.
Application Malfunction	Indications an application is not working for the contact.	CLIENT: The app isn't working. CLIENT: The app appears to be acting up.
Application Navigation Issues	Indications a contact couldn't find what they were looking for on the application.	CLIENT: I couldn't find it on the app.
Application Transaction Issues	Indications the contact is trying to complete a transaction on the application.	CLIENT: I keep trying to place an order on the app. CLIENT: I need to order something on my phone.
Broken Links & Websites	References to broken links and websites.	CLIENT: The link doesn't work. CLIENT: The website is down.
DIY Attempts	References to failed do-it-yourself attempts.	CLIENT: I seem to be unable to do this myself. CLIENT: It won't let me do it myself.
Instructions Missing	Indications a contact is looking for instructions or asking for manuals.	CLIENT: Are there any instructions to go along with it? CLIENT: Can you send me an owner's manual? CLIENT: There's no instruction manual in the box.
Instructions Unclear	Indications the provided instructions are unclear.	CLIENT: I do not see it in the manual. CLIENT: The instructions are very unclear. CLIENT: It said nothing in the manual about that.
Online Account Management	References to problems accessing or managing accounts.	CLIENT: I am attempting to access my account. CLIENT: This won't let me change my password. CLIENT: I don't see where to log in. CLIENT: I really need help with logging in. CLIENT: I don't know where to upload this.
Online Application & Sign-up Issues	References to sign-up problems.	CLIENT: I want to sign up online, but I'm having trouble.
Online Help Resources Insufficient	Indications the available online help is insufficient.	CLIENT: The troubleshooting article didn't help. CLIENT: The FAQ page didn't answer my question. CLIENT: I already looked at all the tutorials.
Online Payment Issues	References to problems making online payments.	CLIENT: I was trying to pay it online. CLIENT: The site is having trouble with my credit card. CLIENT: I attempted to pay with pay pal.
Online Promotion Issues	References to problems with coupons and promotions.	CLIENT: I have a coupon and I can't redeem it online. CLIENT: I'm having trouble using the promo code online.
Online Purchasing Issues	References to problems with online orders and purchases.	CLIENT: I'm trying to edit my cart on your site and it's not letting me. CLIENT: I want to place an order on the website but I'm having issues.
Request for Live Person	Patron requests to deal with a live person.	CLIENT: I want to talk with an actual person. CLIENT: Am I speaking to a live person? CLIENT: Let me talk to a human.

Sentiment

The Sentiment 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. 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 category 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 interaction 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 entity 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.

Negative

Category NAME	Description of Targeted Content	Examples of Targeted Content
Neg Brands	Content where a brand is described in a negative manner, based on brands entered in the company profile.	I hate <BRAND>. <BRAND> is awful.
Neg Company	Content where a company is described in a negative manner, based on companies entered in the company profile.	I hate <COMPANY>. <COMPANY> is awful.
Neg Competitor Brands	Content where a competitor’s brand is described in a negative manner, based on competitor brands entered in the company profile.	I hate <COMPETITOR_BRAND>. <COMPETITOR_BRAND> is awful.
Neg Competitor Products	Content where a competitor’s product is described in a negative manner, based on competitor products entered in the company profile.	I hate <COMPETITOR_PRODUCT>. <COMPETITOR_PRODUCT> is awful.
Neg Competitors	Content where a competitor company is described in a negative manner, based on competitor companies entered in the company profile.	I hate <COMPETITOR_COMPANY>. <COMPETITOR_COMPANY> is awful.
Neg Industry Terms	Content where terms used in an industry are described in a negative manner, based on industry terms entered in the company profile.	I hate <INDUSTRY_TERM>. <INDUSTRY_TERM> is awful.
Neg People	Content where people are described in a negative manner, based on names entered in the company profile.	I hate <NAME>. <NAME> is awful.
Neg Places	Content where places are described in a negative manner, based on locations entered in the company profile.	I hate <LOCATION>. <LOCATION> is awful.
Neg Products	Content where a product is described in a negative manner, based on products entered in the company profile.	I hate <PRODUCT>. <PRODUCT> is awful.
Neg Services	Content where a service offered by a company is described in a negative manner, based on services entered in the company profile.	I hate <SERVICE>. <SERVICE> is awful.

Positive

Category NAME	Description of Targeted Content	Examples of Targeted Content
Pos Brands	Content where a brand is described in a positive manner, based on brands entered in the company profile.	I love <BRAND>. <BRAND> is the best.
Pos Company	Content where a company is described in a positive manner, based on companies entered in the company profile.	I love <COMPANY>. <COMPANY> is the best.
Pos Competitor Brands	Content where a competitor’s brand is described in a positive manner, based on competitor brands entered in the company profile.	I love <COMPETITOR_BRAND>. <COMPETITOR_BRAND> is the best.
Pos Competitor Products	Content where a competitor’s product is described in a positive manner, based on competitor products entered in the company profile.	I love <COMPETITOR_PRODUCT>. <COMPETITOR_PRODUCT> is the best.
Pos Competitors	Content where a competitor company is described in a positive manner, based on competitor companies entered in the company profile.	I love <COMPETITOR_COMPANY>. <COMPETITOR_COMPANY> is the best.
Pos Industry Terms	Content where terms used in an industry are described in a positive manner, based on industry terms entered in the company profile.	I love <INDUSTRY_TERM>. <INDUSTRY_TERM> is the best.
Pos People	Content where people are described in a positive manner, based on names entered in the company profile.	I love <NAME>. <NAME> is the best.
Pos Places	Content where places are described in a positive manner, based on locations entered in the company profile.	I love <LOCATION>. <LOCATION> is the best.
Pos Products	Content where a product is described in a positive manner, based on products entered in the company profile.	I love <PRODUCT>. <PRODUCT> is the best.
Pos Services	Content where a service offered by a company is described in a positive manner, based on services entered in the company profile.	I love <SERVICE>. <SERVICE> is the best.