Set Up Categories

Required permission: Interaction Analytics Admin

You can import out-of-box categoriesClosed with preconfigured rules and criteria. You can modify these categories or create your own categories and category setsClosed to apply to searches and workspacesClosed. If you make changes to categories applied to workspaces, those changes won't take effect until you click Update Data on the Language Model page. You can manage category sets on the Language Model page to optimize categories and customize them to your organization's needs and interests.

You can pull in a sample set of interactionsClosed to see how the current categoriesClosed are working. This helps you see how your changes affect the sample data before you apply those changes to a category set. You can merge, split, move, delete, and rename categories or category setsClosed. You can modify the rules that dictate which contacts fall into a group. And you can create new categories either from scratch or by using machine-discovered categories based on trends in your sample contacts.

Import a Category Set

You can import out-of-box categories or category setsClosed with preconfigured topics and category rulesClosed. You can modify these imported category sets to meet the objectives of your search or workspaceClosed.

  1. Click the app selector icon of app selector and select Analytics.

  2. Click Language Model > Categories.

  3. Click more options in the row where you want the category set.
  4. Click Import Out of Box Category.
  5. Select the category folder you want to import and click Save.

  6. Manage the category or modify the category rules as desired.

Create a Category

When applied, categoriesClosed control the data that appears in your workspaceClosed. You can create categories from filters and configurations already applied to a workspace. Or you can use the Categories page in the Language Model to create your own categories from scratch or import out-of-box category templates with preconfigured rules and criteria.

Create Category from Language Model

  1. Click the app selector icon of app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Select the folder where you want the category to be.
  4. Click more options in the row of the folder you want the category to be in. Click New Category. A new category appears inside the group you have selected.
  5. Click the new category and enter a descriptive category name.
  6. Modify the category rules so the category contains the types of interactions that interest you.

Create Category from a Workspace

You can save filters you've applied to a workspace as a categoryClosed.

  1. Click the app selector icon of app selector and select Analytics.

  2. Click icon of 3 verticle dots at the top of the workspace.

  3. Click Save as Category.

  4. Enter a Category Name.

  5. Edit or add criteria to rules if necessary. Interaction Analytics automatically creates category rules based on the filters you applied to the workspace. But you can edit or add criteria to rules before you save the category.

  6. To add more rules, click Add Rule+ below existing rules.

  7. When you are done making changes, click Save as Category.

  8. Go to Language ModelCategories and organize categories into groups or folders as needed. When you are done, click Update Data. This applies the changes you've made to the dataset and the list of available categories on the Language Model page. This triggers a reprocess for the current dataset. This can take several hours to complete. So, complete all changes before you update, so they will all be included in the same reprocess. You can monitor the Reprocess Status in the bottom of the left navigation menu in Interaction Analytics.

Manage Categories

You can rename, move, duplicate, and delete categoriesClosed you've created.

  1. Click the app selector icon of app selector and select Analytics.

  2. Click Language Model > Categories.

  3. Click more options in the row of the category you want to manage. Select the action that best suits your needs.

Create a Folder

CategoryClosed folders enable you to group categories together within a category setClosed.

  1. Click the app selector icon of app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Click more options in the row where you want the category folder. Click New Group.
  4. Click more options next to the new group you just created and click Rename.
  5. Delete the default name of New Group and enter a descriptive group name.
  6. Click the check mark next to the new folder name or press Enter.
  7. Create or import categories inside the new folder or move existing categories to the group.

Manage Folders

  1. Click the app selector icon of app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Click more options in the row of the group you want to manage. Select the action that best suits your needs.

Create Automatic Categories

The Auto Categorize feature scans your sample interactions for common occurrences. This helps you identify categoriesClosed you could create. For example, it might find a large number of interactionsClosed containing the word "issue" with negative sentimentClosed. These machine-discovered categories do not affect how your data displays until you add them to the category tree.

  1. Click the app selector icon of app selector and select Analytics.
  2. Click Language Model > Categories.
  3. Click Discovered . This displays a list of categories that IA has automatically identified as potential points of interest. Review these automatically created categories to see if any include common events, topics, or anomalies that interest you.
  4. To add a suggested categoryClosed to the category tree, click more options Move next to the category you want. Or hold while dragging the category to where you want it.
  5. Rename the category and make any modifications to the category rules.