Out-of-the-box Category Sets

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Interaction Analytics Pro comes with several preconfigured category setsThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion.. They are meant to answer specific questions about the contact center. The following table describes the question each category set answers and details some of the targeted information within the set.

Agent Performance
How are my agents performing?
Contact Purpose
Why is the customer contacting me?
Contact Priority
Which customers need immediate attention?
Conversation Themes
What are the business insights we can gain from the voice channel?
Customer Experience
What kind of experience is my staff offering to customers?
Intent to Buy
What sales opportunities can be found within my data?
Retention
Which customers are threatening to cancel or leave?
Sentiment
How do customers feel about my products, services, and staff?
Risk Aversion
Are there any contacts I should focus on because they represent potential legal threats?
First Contact Resolution
What types of issues are negatively affecting first contact resolution rates for my company?

Contact Purpose Category Set

The following table details the out-of-the-box Contact Purpose category setThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. expressions for which the nodes search, as well as examples of transcript text that illustrate the categoryThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends..

Category Node Description of Targeted Documents Examples of Targeted Documents
/Contact Priority/Profanity Instances of cursing and racial epithets.
  • This is total crap.

  • Oh, bugger, this is broken.

/Contact Purpose/Account/
Account Changes Documents requesting changes or updates to accounts.
  • I just need to change the credit card to which it's billed.
  • Can you add Darth Vader as an authorized person on this account? 
  • Do you have the possibility to change a password?
  • I need to change the phone number for my account.
Account Inquiries Documents that include general questions about accounts, not including problems or requests to change things.
  • Can I know the numbers associated with that account?
  • What is the account number?
  • Can you check how the FTP is set up for the account?
  • There's no way for you or me to check whether we have encryption in our account? 
  • Can you check the status of the account?
Account Problems Documents with general problems around an account. This does not include login or activation problems.
  • I can't access my account settings.
  • She cannot change account settings.
  • I can't find my account.
  • I wonder why we can't change the security profiles from our end.
  • The account isn't accessible.
  • Are you saying that I'm not an authorized person on the account?
  • We are having problems on our account.
Activate Account Documents mentioning the activation, creation, enabling, or opening of an account.
  • 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.
  • Please open the account.
  • We also need to make sure that the account for Boba Fett is enabled.
Activate User Documents mentioning the activation of a user, agent, or representative.
  • We can set up multiple authorized callers and users on the support site.
  • I don't mind creating the users. I just wanted to see if the manage multiple users worked.
  • I created a test user and assigned it that profile.
Activation Problems Documents mentioning activation problems but not activation requests or key- and license-related problems.
  • I have an agent that is showing active and we cannot deactivate her.
  • I was just trying to activate the software.
  • I don't have the activation code.
  • Have an issue with activating a serial number.
Deactivate Account Documents referring to the deactivation, disabling, or closing of an account.
  • And also, our Endor office has permanently closed, so if we could close that account for the Endor office, would be greatly appreciated!
  • All I can do is to deactivate her account.
  • Did you have the computer name that you released the account from before you tied it to this computer name?
Deactivate User Documents mentioning the deactivation of a user, agent, or representative.
  • I guess the licenses were just released by the previous reps.
  • Please deactivate the user.
Login Problems Documents mentioning login problems and locked accounts.
  • When agent tries to log in he gets a message that your login details do not match.
  • I'm having trouble logging in.
  • I have an agent that says her account is locked.
  • Login failed.
  • Users are unable to log in.
  • I can't log in to my account.
  • Login details do not match our records.
Reactivate Account Documents mentioning reactivation of an account.
  • All I can do is to reactivate her account to refresh it.
  • I'll reactivate your account and send you another password.
/Contact Purpose/Billing/
Billing Complaints Documents mentioning general problems around bills, invoices, charges, or payments.
  • I shouldn't have been charged.
  • Why are we getting billed?
  • There is a problem with my bill.
  • I'm trying to pay our bill!
Billing Disputes Documents mentioning billing disputes or refusals to pay.
  • I am not making any more payments.
  • Refusal to pay.
  • I am disputing the charges.
  • You should reverse the charges.
Billing Errors Documents mentioning billing errors or mistakes.
  • You guys keep billing me.
  • I'm getting billed two times.
  • We were billed by mistake.
  • Yeah, it's about double billing.
  • 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 Documents mentioning confusion, questions, status requests, or process inquiries around bills, invoices, charges, or payments.
  • I am trying to get the last invoice.
  • I'm not sure what this bill is for any longer...
  • What's the pricing for VoIP logins?
  • How do I turn on paperless billing on the support site?
  • I have a question about billing.
  • I am trying to find out the escalation procedures for billing issues and technical issues.
Fraudulent Charges Documents mentioning "fraudulent" or "This is fraud"; actions involving "fraud department", "fraud division", or "fraud team"; and missing authorization co-occurring with "fraud" on the document level.
  • I was notified that there could potentially be fraudulent activity on my account.

  • We noticed fraudulent charges posted to our account.

  • This is fraud.

  • I will contact the fraud department.

  • I will hand it over to the fraud division.

  • I did not authorize that one. Are you sure? That's not me and I am retired. Fraud?

/Contact Purpose/Email Delivery Failure Documents indicating an email bounced 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@deathstar.sw.

  • This is the Spam Firewall at host deathstar@deathstar.sw.

  • From: Mail Delivery System [mailto:noreply@deathstar.sw]

  • Delivery Status Notification (Failure)

/Contact Purpose/Retention Documents mentioning intent to churn or canceling accounts.
  • To this date, I have not received my refund and they are not returning my calls.

  • I would like to cancel service. Please tell me how to do this.

  • I am not sure if this is the correct place for this question, but we need to cancel our account with Death Star.

  • We are about to dump Death Star as our provider.

  • We are switching providers.

  • We are moving to Death Star.

/Contact Purpose/Intent to Buy Documents indicating that the contact wants to make a purchase.
  • Hi, I need to order a new 844 TFN for this account please.

  • We would like to order 100 toll-free numbers.

/Contact Purpose/Media Channel Addition Documents where the patron is requesting additional channels.
  • I need to increase the number of channels available for our UK line(s).

  • We want to raise the number of our channels.

/Contact Purpose/Seat Addition Documents where the patron is requesting additional seats, also licenses and users.
  • I will need one more seat.
  • I need to get additional seats.
/Contact Purpose/Transaction/
Apply or Sign-Up All documents referencing 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).
  • I need to sign him up.
  • She's going to sign him up.
  • I filled out an application yesterday.
  • I tried to apply for a credit card.
Returns Documents referencing refunds or the return, exchange or replacing of products.
  • I will send the early version back in exchange for the later version.
  • I want to return the order.
  • The product needs to be replaced.
  • She is requesting a refund.
Shipping Documents referencing shipping and delivery of products.
  • Both orders will be delivered in full.
  • Appointment required - will contact receiver to reschedule delivery.
  • It is going to be shipped overnight.
  • I sent it expedited mail.I called UPS for the tracking number.
/Contact Purpose/Warranties Documents having anything to do with warranties (extending, questions about, redeeming, or utilizing).
  • 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.
  • It was still under warranty.
  • He wants to know if that part is covered under his warranty and if not what is the cost.

Agent Performance Category Set

The following table details the out-of-the-box Agent Performance category setThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. expressions for which the nodes search, as well as examples of transcript text that illustrate the categoryThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends..

Each example is labeled as EITHER, AGENT, or PATRON. These labels indicate the speaker for the utterance. An example labeled as AGENT will not result in the described category node extraction if the speaker is detected as the PATRON, and vice versa.

Category Node Description of Targeted Documents Examples of Targeted Documents
/Agent Performance/First Contact Resolution Issues/Contacted Multiple Times Documents indicating that contact between the patron and the 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.
/Agent Performance/First Contact Resolution Issues/Customer Escalated Documents where an escalation has been indicated.
  • EITHER: This is being escalated.
  • EITHER: This is a request for escalation.
/Agent Performance/First Contact Resolution Issues/Customer Transferred Documents indicating that the patron was transferred to another department/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.
/Agent Performance/First Contact Resolution Issues/Issue Not Resolved Documents indicating that the patron's issue was not fixed.
  • EITHER: They didn't fix it.
  • EITHER: The issue isn't resolved.
/Agent Performance/Negative Agent/Negative Agent Behavior/Agent Dismissive Documents 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 Performance/Negative Agent/Negative Agent Behavior/Agent Not Knowledgeable

Documents where the agent admits not having knowledge of the issue and/or what to do about it.

OR

Documents where the patron indicates that the agent did not have knowledge an issue and/or what to do about it.

  • 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

  • PATRON: They were unable to answer my question.
  • PATRON: They didn't know anything
  • PATRON: They were uninformed.
/Agent Performance/Negative Agent/Negative Agent Behavior/Agent Unable to Assist Documents indicating that 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.
  • PATRON: Why don't you help me?
  • PATRON: Are you refusing to help us out?
/Agent Performance/Negative Agent/Negative Patron Feedback/Agent Difficult to Understand Documents in which the patron indicates that the agent was difficult to understand.
  • PATRON: I need somebody that speaks English.
  • PATRON: I can barely understand you.
  • PATRON: Can you please repeat that?
/Agent Performance/Negative Agent/Negative Patron Feedback/Agent Not Listening Documents where the patron indicates that the agent is not listening to them.
  • PATRON: You're not listening to me.
  • PATRON: Listen to me!
/Agent Performance/Negative Agent/Negative Patron Feedback/Agent Slow Documents where either the agent or the patron indicates that the agent is taking too long.
  • AGENT: I apologize I took so long.
  • AGENT: Yeah, sorry it's taking so long.
  • PATRON: Very slow response.
  • PATRON: What's taking so long.
  • PATRON: I am finally getting a response.
/Agent Performance/Negative Agent/Negative Patron Feedback/Agent Speaking Too Fast Documents indicating that the agent is speaking too quickly.
  • PATRON: Can you slow down please cause we need to write this down.
  • PATRON: Can you say that again, but speak slowly.
/Agent Performance/Negative Process/Abandoned Call Documents which indicate that a call was abandoned.
  • EITHER: The customer just hung up.
  • EITHER: He hung up while on hold.
  • EITHER: The call was abandoned.
/Agent Performance/Negative Process/Bad Transfer Documents indicating a connection/transfer to the wrong department, and also documents indicating that a transfer was not completed successfully.
  • EITHER: This is the wrong department.
  • EITHER: He was unable to transfer the call.
/Agent Performance/Negative Process/Disconnected Call Documents indicating that 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.
/Agent Performance/Negative Process/Negative Email Documents indicating problems with email.
  • EITHER: I didn't get your email.
  • EITHER: It pulled up the wrong email.
/Agent Performance/Negative Process/Negative Hold Documents indicating long hold times.
  • EITHER: I am still holding.
  • EITHER: I have a complaint and I've been holding for a long time.
/Agent Performance/Negative Process/Negative Voicemail Documents 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.
/Agent Performance/Negative Process/No Answer Documents indicating that 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.
/Agent Performance/Negative Process/Poor Sound Quality Documents indicating that poor sound quality was experienced on a call.
  • EITHER: Sorry, you're breaking up.
  • EITHER: We are having like a really bad connection.
/Agent Performance/Positive Agent/Positive Agent Behavior/Agent Polite Documents where the agent uses polite language.
  • AGENT: Yes, sir.
  • AGENT: May I please have your name?
  • AGENT: You're welcome.
  • AGENT: Thank you, ma'am.
/Agent Performance/Positive Agent/Positive Agent Behavior/Proper Hold Etiquette Documents indicating that the agent used proper etiquette when putting a patron 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?
/Agent Performance/Positive Agent/Positive Patron Feedback/Agent Efficient Documents which indicate that the patron commented that the agent preformed actions in a quick fashion.
  • PATRON: That was really fast!
  • PATRON: You were very efficient, thank you.
  • PATRON: You resolved my issue so quickly.
/Agent Performance/Positive Agent/Positive Patron Feedback/Patron Appreciative Documents in which the patron expresses appreciation.
  • PATRON: I appreciate this so much.
  • PATRON: Thanks very much.
  • PATRON: I'm much obliged.
/Agent Performance/Positive Agent/Positive Patron Feedback/Patron's Problem Solved Documents which indicate that an issue has been resolved.
  • EITHER: That fixed my issue.
  • EITHER: You're all set.
  • EITHER: You're good to go.
/Agent Performance/Positive Process/Positive Returned Call Documents which indicate that a returned call is appreciated.
  • AGENT: I'm returning a call to you from NICE inContact.
  • PATRON: Oh, hi, Priscilla, thanks for calling me back.

First Contact Resolution Category Set

The following table details the out-of-the-box First Contact Resolution category setThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. expressions for which the nodes search, as well as examples of transcript text that illustrate the categoryThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends..

Category Node Description of Targeted Documents Examples of Targeted Documents
/First Contact Resolution/Agent Not Permitted/
Agent Not Permitted by Role Documents which indicate that agent was not permitted to perform requested action because of their role.
  • I do not have the power to do that.
  • I need approval from my supervisor first.
Agent Not Permitted by System Documents which indicate that agent was not permitted to perform requested action because of the system.
  • The system won't let me change that information.
  • My application won't let me do that.
Agent Not Permitted by Policy Documents which indicate that agent was not permitted to perform requested action because of company policy.
  • Due to our confidentiality policy I can't give you that account number.
  • I am not permitted to waive the fees.
/First Contact Resolution/Transfer Events/
Customer Incorrectly Transferred Documents which indicate that the contact was incorrectly transferred to the wrong department.
  • Someone connected me to the wrong place.
  • Please don't direct me to the wrong department.
Customer Transferred Documents which indicate that the contact was transferred to another department.
  • I'm going to connect you with a technician.
  • I need to transfer you to another department.
/First Contact Resolution/Information Wrong Documents which indicate incorrect information was given.
  • I got the wrong email.
  • She did not get information that was complete.
/First Contact Resolution/Manager or Resource Unavailable Documents which indicate that the manager or correct department are not available to assist the agent.
  • I will have to check with our System Administrators, they are not in the office just yet.
  • Can they reach out to you later?
/First Contact Resolution/Information in Different System Documents which indicate the requested information is in a different location.
  • I might be able to pull up the information in a different system.
  • Let me check my other screen.
/First Contact Resolution/Customer Not Satisfied with Resolution Documents which indicate the contact is not satisfied with the resolution of the interaction.
  • Thank you for no help.
  • I find that disappointing.
/First Contact Resolution/Information Unavailable Documents which indicate there is no information available.
  • I don't have any of his information in our system.
  • We didn't find it.
/First Contact Resolution/Customer Already Provided Information Documents which indicate that the contact has already told an agent the information.
  • I am so tired of repeating myself.
  • The exact same information I already gave you.
/First Contact Resolution/Agent Lacks Knowledge or Skills Documents which indicate that the agent doesn't know the information being requested.
  • They were uninformed.
  • I am not familiar with the product but I can ask a supervisor.
/First Contact Resolution/Contacted Multiple Times Documents which indicate the contact has been contacted multiple times.
  • The previous agent I was talking to said they have my phone numbers.
  • During the conversation with the prior agent.
/First Contact Resolution/Customer Escalated Documents which indicate the contact is being escalated.
  • This is being escalated.
  • This is a request for escalation.
/First Contact Resolution/Issue Not Resolved Documents which indicate that the contact's issue is not resolved.
  • They didn't fix it.
  • The issue isn't resolved.