The Language Model page allows you to access and configure various settings and corrections within Interaction Analytics. Most of the actions you can complete on this page require the Edit permission, however you must have the Admin permission to apply your changes to all existing datasets.
If your company uses more than one language with Interaction Analytics you can change the language setting to work on non-English configurations. Routing Categories are only available in English.
Clarissa Dalloway is a contact center administrator for Classics, Inc. Her contact center receives calls from various Spanish-speaking countries. She wants to exclude certain Spanish phrases from analysis. So, she selects Spanish from the language drop-down on the Language Model page. Then she clicks Ignored Phrases and makes sure it says Spanish at the top of the page. She adds the phrases she wants to ignore and clicks Save. She returns to the Language Model page and clicks Update Data to apply her changes to all interactions in the dataset.
Settings Accessible from Language Model
The Language Model page allows you to access and make changes to:
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Configure your company profile.
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Apply voice transcript corrections.
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Configure custom sentiment for keywords and phrases.
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Configure ignored phrases.
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Configure your routing profile.
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Configure and optimize categories.
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Configure and manage routing categories.
Change Analysis Language
If your company uses more than one language with Interaction Analytics you can change the language setting to work on non-English configurations. The language you select applies to all pages under the Language Model, so if you wish to change it you must return to this page. Routing Categories are only available in English.
To change it, select a language from the drop-down near the top right of the Language Model page. The language you select appears near the top right corner of whatever page you are working on. The UI stays the same as your browser language setting, but you can configure analysis settings for interactions in the language you selected.
Apply Changes
To apply changes you make to any or all of these settings, you must click Update Data on the Language Model page.
Reprocessing all of your company's data can take up to several hours. You should finish making any additional updates you want to custom sentiment, the company profile
Page in Interaction Analytics where you can create custom entities., ignored phrases, or other Language Model settings, before you click Update Data to save and reprocess. Since a reprocess can take a long time to complete, consider when performing this action would be least disruptive. You can view the reprocess status at the bottom of the left navigation menu.
