Create Routing Categories

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.

  1. Select Language Model in the left navigation menu.
  2. Click Routing Categories.
  3. Click more options next to Categories and select New Category.
  4. Enter a name for the category.

  5. In the TimingDouble arrow pointing right, indicates period during interaction field, specify the time period in which the keywords, phrases, or entities have to occur in the category rule.

  6. In the Participant field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact关闭 与联络中心的坐席、IVR 或机器人交互的人员。) side of the interaction, or to Either (both) the agent or client side of the interaction.

  7. 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.

    条件 详细信息
    所有这些 交互必须包含在此字段中输入的所有关键字、短语或标签才能是匹配项。该字段中的所有条件均假定为 AND 关系。

    至少其中之一

    如果交互包含在此字段中输入的关键字、短语或标签之一，则交互可能是匹配项。您可以通过按加号 + 按钮来创建此字段的多个实例。字段内的所有条件均假定彼此之间存在 Or 关系。然而，该字段的每个实例均假定与其他实例存在 AND 关系。

    例如，如果一个至少其中之一字段中包含关键字 Longbourn 和 Bennet，则将包括包含其中一个或两个关键字的交互。如果另一个至少其中之一字段中包含有关键字 Netherfield 和 Bingley，那么也会包含提及这两个关键字中任何一个的交互，即使它们未提及另一个条件字段中的关键字 Longbourn 或 Bennet。将包括包含两个条件字段中这些关键字的任意组合的交互。
    全部不是 交互不得包含在此字段中输入的任何一个关键字、短语或标签才能是匹配项。

  8. To include or exclude interactions by Phrase, Keyword, or Sentiment , click the corresponding tag or begin typing a keyword, phrase, or entity关闭 在位于Interaction Analytics中的您的公司配置文件中定义的关键字或短语。与实体类型相关。可包括变体。.

    Field Details
    Phrase

    Pulls in data based on whether a specific phrase关闭 以指定的顺序在一起使用时具有特殊含义的词语的组合，例如“想要取消”。 was mentioned in interactions.

    1. Type a phrase and click Enter or select the Phrase tag. Phrases must be enclosed in quotation marks, for example, "Rosings Park".

    2. 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.

    3. Click the Proximityicon 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.

    1. Type a keyword and click Enter or select the Keyword tag.

    2. 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关闭 交互的整体情绪或结果，根据对转录词汇、短语或上下文的分析确定。 assigned to interactions.

    1. Select the Sentiment you want to focus on: Positive, Negative, Neutral, or Mixed.
    2. Click the double arrows overall sentiment icon to select when this sentiment must have occurred during the interaction. Overall sentiment is the default.
      • 整体：整个交互的情绪。

      • 开始情绪：这由交互的前 400 个单词或前 30% 决定，以先发生者为准。它可以帮助您识别客户致电的常见原因或问题。混合情绪不适用于初始情绪。

      • 最终情绪：最终情绪由最后 30% 的交互决定。混合情绪不适用于最终情绪。

  9. 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.

    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.

    根据您选择的指标，您需要完成其中一个附加配置步骤：

    • 如果您选择布尔值字段，请从下拉列表中选择 true，以仅显示该字段适用的交互。选择 false 可仅显示该字段不适用的交互。

    • 如果您选择名称或 ID 等字符串字段，请在该文本字段中输入或选择值。这将仅包括存在指定条件的交互。

    • 如果您选择整数字段，例如秒或计数，则从下拉列表中选择一个运算符并输入一个整数值。只有满足指定阈值的交互才会出现在数据集中。

      • 等于：如果字段的值等于指定的值 ，则数据将出现在数据集中。

      • 大于：如果字段的值高于指定的数字，则数据将显示在数据集中。

      • 小于：如果字段的值小于指定的数字，则数据将显示在数据集中。

    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.

  10. To include or exclude interactions by Frustration or Resolution, select the corresponding tag.

    Field Details
    Frustration Pulls in data from interaction where the contact became frustrated关闭 寻找线索来识别客户挫折。这些线索包括诸如“我很生气”之类的词语和短语。挫折并不等同于负面情绪。挫折的线索表明，客户是不高兴的，而不仅仅是在讨论一些负面的东西。.
    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.
  11. 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.

    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​​

  12. When you are finished adding criteria, click Save.