Set Up Categories

Required permission: Interaction Analytics Admin

You can modify a custom category templateClosed Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. to apply to future datasetsClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. The changes only affect the template and not the category sets of existing datasets. For information about customizing the category template of a specific dataset, see Manage Category Templates.

You can pull in a sample set of interactions to see how the current categories are working. This helps you see how your changes affect the sample data before you apply those changes to a category template. You can merge, split, and rename categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. or category groups. You can modify the rules that dictate which contacts fall into the group. And you can create new categories either from scratch or by using machine-discovered categories based on trends in your sample contacts.

Create a Category

When you create a new category templateClosed Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion., you have the option to create a category templateClosed Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. to apply to the dataset. This controls the data that appears in your workspaceClosed Named view of one or more widgets..

  1. Click Templates > Category Templates.
  2. Select the group where you want the categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. to be.
  3. Click Options in the row of the group you want the category to be in. Click New Category. A new category appears inside the group you have selected.
  4. Click on the new category. Enter a descriptive category name.
  5. Modify the category rules so the category contains the types of contacts you want it to.

Import a Category Template

You can import exported category templates to apply it to another dataset. You can modify those imported category templates to meet the needs of the specific dataset.

  1. Click Templates > Category Templates.

  2. Click Options next to the category template name.
  3. Click > Import.
  4. Select the file you want to import. Enter a Name for your new template and select the Topic Used to Find Categories. Click Import.

Manage Categories

  1. Click Templates > Category Templates.

  2. Select the category you want to manage. The category must have more than one rule set.
  3. Click Options in the row of the category you want to manage. Select the action that best suits your needs:

  4. To rearrange the categories, click and hold while dragging the category to where you want it.

Create a Folder

Groups enable you to group categories together within your category template.

  1. Click Templates > Category Templates.
  2. Click Options in the row where you want the group. Click New Category Folder.
  3. Delete the default name of New Category Folder and type a descriptive group name. Select the Enter key.
  4. Create categories inside the group or move existing categories to the group.

Manage Folders

  1. Click Templates > Category Templates.
  2. Select the group you want to manage.
  3. Click Options in the row of the group you want to manage. Select the action that best suits your needs:

  4. To rearrange the folders, click and hold Move while dragging the category to where you want it.

Create Automatic Categories

The Auto Categorize feature scans your sample contacts for common occurrences. This helps you identify categories you could create. For example, it might find a large number of contacts containing the word 'issue' with negative sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray).. These machine-discovered categories do not affect your datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. until you add them to the category tree.

  1. Click Templates > Category Templates.
  2. Click Discovered Categories > Auto Categorize. The application takes the categories in the Discovered Categories folder and sorts them into a new group under Categories called Discovered.
  3. Open the Categories folder and open the Discovered folder. You can then open Discovered Positive or Discovered Negative, depending on the sentiment of the categories you are interested in finding.
  4. To add a suggested categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. to the category tree, click and hold while dragging the category to where you want it.
  5. Rename the category and make any modifications to the category rule.

Manage Category Rules

To create specific criteria a contact must meet to fall into the categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., you can modify the category rulesClosed Criteria used to determine whether a transcript is placed in a certain category. Rules contain sets of keywords or phrases a transcript must include or exclude.. The rules can require a certain sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray)., or its absence, or certain keywords or phrasesClosed Combination of words that have special significance when used together in a specified order, such as "want to cancel"., or their absence. You can specify whether your rule is looking for beginning, overall, or end sentiment. This allows you to determine whether a contact was positive or negative at any time during the interaction. Rules can be large and detailed or they can be broad and simple.

There are three fields in which you can place your keywords, phrases, and sentiments: All of These, At Least One of These, and None of These.

The three fields together have an AND relationship, so each section must be true in order for the contact to match with the rule as a whole.

If Dorothy Gale creates the following category rule, the interaction only matches the category if it contains the word phone, AND it contains either the word broken or damaged, AND it does not include the word package.

All of these: phone

At least one of these: broken, damaged

None of these: package

If you create multiple category rules for a category, the interaction must match only ONE of the category rules. It does not need to match both category rules.

Rules in out-of-the-box category templates are largely hidden. They were created by linguists to capture the data in the best way possible. Their configuration is unavailable and represented by a descriptive tag.

  1. Drill down to the category you want to edit or click more options next to Categories to select a New Category.
  2. Enter a name for the category.
  3. In the Timing field, specify the time period in which the keywords, phrases, or entities have to occur in the category rule.

  4. In the Participant field, specify whether you want the rule to apply to the Agent side of the interaction, the Client (contact) side of the interaction, or to Either (both) the agent or client side of the interaction.
  5. 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, meaning that all the specified conditions of a single rule set must exist for a contact to fall into the category, besides those in the At least one of these field.

  6. To include or exclude interactions by Phrase, Keyword, or Sentiment click the corresponding tag or begin typing a keyword, phrase, or entityClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants..

  7. To include or exclude interactions by metrics like team name or skill name, click the Metric tag and select the metric type from the list.

    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 I want to include interactions that are between two and four minutes, I would select the interactionDurationSeconds metric. I would configure it to > 120. Then I would add a second interactionDurationSeconds metric and configure it for < 240. And I would change the condition to All of these for the category rule.

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

  9. To include or exclude interactions by Enlighten behavioral metrics, select the tag for the model you use and select a behavior from the list. These filters are only visible if your system enables Enlighten features.

  10. To require certain contact Intents, agent Actions, or interaction Outcomes, select the corresponding tag.

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