Out-of-the-Box Category Sets
Required permissions: Interaction Analytics Admin
Interaction Analytics comes with several preconfigured . 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 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 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.
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 folder included in the . 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 (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 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 category folder. It contains level-three 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 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. |
|
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.
|
The Contact Center Highlights 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 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 .
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 (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 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. |
|
Profanity |
Mentions of profanity. |
|
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. |
|
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. |
|
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.
|
|
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. |
|
Purchasing
|
Content where a contact talks about making a purchase. |
|
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.
|
|
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.
|
The Contact Priority helps you answer the overall question, Which customers need immediate attention?
The following table displays both a description of what the is looking for and specific examples of how that content might be expressed in an .
Category name |
Description of Targeted Content |
Examples of Targeted Content |
Profanity |
Instances of cursing and racial epithets. |
|
The Contact Purpose is designed to answer the question, Why is the customer contacting me?
The following drop-downs describe the contents of each level-two 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 .
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 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. |
|
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. |
|
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 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 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 .
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 says it.
Category NAME |
Description of Targeted Content |
Examples of Targeted Content |
Accounts |
Mentions of an account deactivation, reactivation, creation, or problems. |
|
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. |
|
Phone |
Mentions of attempts at communication via phone. |
|
Website |
Content containing references to websites. |
|
Category NAME |
Description of Targeted Content |
Examples of Targeted Content |
General Inquiries |
General questions asked by a contact. |
|
Issues |
Mentions of various kind of issues. |
|
Legal Concerns |
Content that may indicate legal concerns. |
|
Personnel
Category NAME |
Description of Targeted Content |
Examples of Targeted Content |
Management |
Content containing mentions of management personnel. |
|
Staff |
Content containing mentions of various kinds of staff. |
|
Policies
Category NAME |
Description of Targeted Content |
Examples of Targeted Content |
Contracts |
Content talking about contracts. |
|
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. |
|
Gift Certificates |
References to gift certificates or gift cards. |
|
Pricing |
References to the price of products or services. |
|
Purchasing |
References to purchasing products or services. |
|
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 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 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 .
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 says it.
The Customer Service Feedback folder contains a level-three sub-folder called Sentiment. The Sentiment category folder contains level-four 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. |
|
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 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. |
|
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. |
|
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. |
|
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. |
|
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. |
|
Neg Staff-General |
General negative mentions of staff. |
|
Neg Staff-People Skills |
Content indicating that staff lacked acceptable social behavior. |
|
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. |
|
Positive
The Compliments category includes the following level-six sub-categories.
Pos Channel
Category NAME |
Description of Targeted Content |
Examples of Targeted Content |
Pos Chat Service
|
Content indicating a positive chat experience. |
|
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. |
|
Pos Staff-Attentive
|
Content indicating staff were attentive to the contact's needs. |
|
Pos Staff-Availability
|
Content indicating that staff were readily available to the contact. |
|
Pos Staff-Communication |
Content indicating that staff communicated effectively with the contact. |
|
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. |
|
Pos Staff-General |
General positive mentions of staff |
|
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. |
|
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. |
|
Customer Experience (Company Profile)
The Customer Experience 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 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 .
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 , 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 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 category folder. It contains level-three 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 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 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. |
The First Contact Resolution 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 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 .
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 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 helps you answer the overall question, What sales opportunities can be found within my data?
The following drop-downs describe the contents of each 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 .
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 , these categories will not return any results. However, when you add terms to your company profile, this category set automatically creates a for the 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 category folder. It contains level-three 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 helps you answer the overall question, Which customers are threatening to cancel or leave?
The following drop-downs describe the contents of each 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 .
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 , 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 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 category folder. It contains level-three 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 helps you answer the overall question, Are there any contacts I should focus on because they represent potential legal threats?
There is only one 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 .
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 is designed to answer the question, Are there self-service options that could be improved?
The following drop-down will help you understand the 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 .
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 (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 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 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 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 .
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 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. |
|
Neg Competitor Products |
Content where a competitor’s product is described in a negative manner, based on competitor products entered in the company profile. |
|
Neg Competitors |
Content where a competitor company is described in a negative manner, based on competitor companies entered in the company profile. |
|
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. |
|
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. |
|
Pos Competitor Products |
Content where a competitor’s product is described in a positive manner, based on competitor products entered in the company profile. |
|
Pos Competitors |
Content where a competitor company is described in a positive manner, based on competitor companies entered in the company profile. |
|
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. |
|
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.
|