Top Categories Widget

Required permissions: Interaction Analytics View

The Top Categories Widget allows you to view the categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. in the category templateClosed 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. assigned to the datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. with the largest numbers of contacts. You can drill down to sub-categories to further filter and view specific data. You can drill back up using breadcrumbs.

Watch this short training video to learn more about this widget.

Read the Top Categories Widget

Depending on how far the widgetClosed Graphical representation of data that meets specified filter criteria. is set to drill down by default, you may see a small or large number of category bars. Each bar represents a category or sub-category of the category templateClosed 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. applied to the dataset. The numbers to the left of each bar indicate the number of contacts inside the category.

  1. To drill down and view subcategories of a category, click the category bar and select Drill to [Category].
  2. To drill up in the category tree, click the link in the breadcrumbs corresponding to the level you want to view.
  3. To view contacts relating to any category, see Show Interactions.

Apply a Filter from the Top Categories Widget

From the Top Categories Widget, you can apply a filter to restrict data available in all dashboardsClosed Named view of one or more widgets. for the datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. to only represent contacts in a selected categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends..

  1. Drill down or drill up to the category you want to use as a filter.
  2. Click the category you want to use as a filter and select Add <Category Name> as Dashboard Filter.

Remove Filters from the Top Categories Widget

If you applied category filters to the datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., you can remove them using the Filters pane.

  1. Click Filters (indicated by a blue funnel icon).
  2. Click Categories.
  3. Clear the checkbox beside each category you want to remove from filtering. To remove all categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. at the same time, click the blue undo arrow by the word Categories.

View Interaction Details

You can view the transcripts that fall under a certain categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. by clicking the category bar in the chart and selecting Show Interactions. A pop-up containing the transcripts in that category appears. The related sentiment words and category words/phrases are highlighted if applicable. For example, if you click Intent to Buy Competitor Products and select Show Interactions, the pop-up contains all transcripts in the dataset that fall under the Intent to Buy Competitor Products category and the related category that triggered its inclusion is highlighted.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

  • Viewing transcripts.
  • Listening to call recordings.
  • Highlighting selected items.
  • Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Top Categories Widget Settings

You can modify the Top Categories Widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., select which categories appear in the widget, specify how many bars appear in the widget, and the color of the bars.

Change the Title of the Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Customize the Widget

  1. Click the three stacked dots in the top right corner of the widget.
  2. Click Settings.
  3. Click Widget Options to open the drop-down.

  4. If you want to change which category the widget displays, click the Category Path drop-down and select the category you want to view. You can only select the original category or one of its child categories.

  5. If you want to change the number of bars to show in the widget, type the number in the Number to Show textbox. The default is 10 and the maximum is 25.
  6. If you want to change the base color of the bars and text in the widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color you want to use in the text box.
  7. If you want to specify the Sort Order, select either Ascending or Descending from the drop-down.
  8. Click OK.

Export the Top Categories Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..

Save the Top Categories Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..