You can create your own categories with your own specified rules. Even if your organization uses other languages with Interaction Analytics, you can only configure routing categories in English.
Create Custom Categories
Custom categories enable you to update how your text-based customer conversations are routed.
- Select Language Model in the left navigation menu.
- Click Routing Categories.
- Click more options
next to Categories and select New Category. - Enter a name for the category.
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In the Timing
field, specify the time period in which the keywords, phrases, or entities have to occur in the category rule. - In the Participant
field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact
コンタクトセンターでエージェント、IVR、またはボットとやり取りする人。) side of the interaction, or to Either (both) the agent or client side of the interaction. -
Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them. This means that all the specified conditions of a single rule set must exist for an interaction to fall into the category, except those in the At least one of these field.
Learn more about fields in this step
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To include or exclude interactions by Phrase, Keyword, or Sentiment , click the corresponding tag or begin typing a keyword, phrase, or entity
Interaction Analyticsの会社プロファイルで定義されたキーワードやフレーズ。 エンティティタイプに関連するもの。 バリエーションを含むことができます。.Learn more about fields in this step
Field Details Phrase Pulls in data based on whether a specific phrase
特定の順序で一緒に使用した場合に特別な意味を持つ単語の組み合わせ。たとえば、「キャンセル希望」など。 was mentioned in interactions.-
Type a phrase and click Enter or select the Phrase tag. Phrases must be enclosed in quotation marks, for example, "Rosings Park".
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Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example, if you enter "want to cancel", it could return interactions that include wanted to cancel, wanting to cancel, and so on.
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Click the Proximity
drop-down to specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. The default is 0, meaning the words must be together and in the right order. Configuring Proximity means the words in the phrase don't have to be consecutive and that they can have up to eight words between them. For example, the phrase speak manager with a proximity of 2 would capture the phrases "speak to a manager", "speaker with your manager", and so on.
Keyword Pulls in data based on whether a specific keyword was mentioned in interactions.
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Type a keyword and click Enter or select the Keyword tag.
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Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example if you enter activate, it could return interactions that include activate, activates, activating, activated, and so on.
Sentiment Pulls in data based on the sentiment
トランスクリプトの単語、フレーズ、および文脈を分析して決定された、インタラクションの全体的なムードや結果。 assigned to interactions.- Select the Sentiment you want to focus on: Positive, Negative, Neutral, or Mixed.
- Click the double arrows
to select when this sentiment must have occurred during the interaction. Overall sentiment is the default. - 全体的：インタラクション全体のセンチメント。
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開始センチメント：これは、インタラクションの最初の400語または最初の30%、どちらか早く発生した方によって決定されます。クライアントが呼び出す一般的な理由や問題を特定するのに役立ちます。ミックスセンチメントは、開始センチメントには使用できません。
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終了センチメント：終了時のセンチメントは、インタラクションの最後の30%によって決まります。終了時のセンチメントにはミックスセンチメントは使用できません。
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To include or exclude interactions by metrics like team name or ACD skill name, click the Metric tag and select the metric type from the list.
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Field Details Metric Pulls in data based on whether it meets a certain metric value or threshold. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.
選択したメトリックに応じて、これらの追加設定ステップのいずれかを完了する必要があります。
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ブーリアンフィールドを選択する場合、ドロップダウンからtrueを選択すると、フィールドが該当するインタラクションのみが表示されます。falseを選択すると、フィールドが該当しないインタラクションのみが表示されます。
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名前やIDなどの文字列フィールドを選択した場合は、テキストフィールドで値を入力または選択します。指定した条件が存在するインタラクションのみが含まれます。
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秒やカウントなどの整数フィールドを選択した場合は、
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等しい:フィールドの値が指定された値と等しい場合、データがデータセットに表示されます。
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より大きい:フィールドの値が指定された数値よりも大きい場合、データがデータセットに表示されます。
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より小さい：フィールドの値が指定された数値よりも小さい場合、データがデータセットに表示されます。
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If you want to filter for a range of values, you can add multiple of the same kind of metric filters with different operators and values. For example, if you want to include interactions that are between two and four minutes, you would select the interactionDurationSeconds metric. Configure it to > 120. Next, add a second interactionDurationSeconds metric and configure it for < 240. Then, change the condition to All of these for the category rule.
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To include or exclude interactions by Frustration or Resolution, select the corresponding tag.
Learn more about fields in this step
Field Details Frustration Pulls in data from interaction where the contact became frustrated 顧客の不満を特定する手がかりを探します。 手がかりには、「私はとても怒っている」のような言葉やフレーズが含まれます。 不満は単なるネガティブなセンチメントとは違います。 不満の手がかりは、顧客が単に否定的な議論をしているのではなく、怒っていることを示すものです。.Resolution Pulls in data based on the resolution status at the end of a contact.
Select Resolved to view only resolved interaction data. Select Unresolved to view only unresolved interaction data.
- To add a new rule set, click Add Criteria. Rule sets have an OR relationship with each other, so interactions that satisfy any one of the rule sets configured in the category rule fall into the category. You can group rules and rule sets together to create more complex rules. Learn more about grouping rules
You can create two or more rule sets and group them together using AND, NOT, and OR within each rule set. You can then have additional rules or rule sets and define how each one interacts with the other. This allows you to create more complex rules to determine how you want interactions to match. For example:
Without Grouping
Rule1 AND Rule2 OR Rule3
AND is evaluated first, then the OR
Results:
Rule1 AND Rule2 = True (match)
OR Rule3 = True (match)
With Grouping
Rule1 AND (Rule2 Or Rule3)
Forces Rule2 and Rule3 to be evaluated first, and then is paired with Rule1
Results:
If Rule2 OR Rule3 is a match, it will now look at Rule1
If Rule1 is a match, then the interaction matches the category
If neither Rule2 OR Rule3 is a match, no match
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When you are finished adding criteria, click Save.