Required permission: Interaction Analytics Admin
The Category Optimization page helps you quickly review and clean up categories
Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. in your category sets 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.. It identifies category branches that do not contain any category rules 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. or that contain redundant rules.
Remove Empty Categories
You can review and remove issues where categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. don't have any rules defined. This helps you remove clutter and make categories more effective.
- Click the app selector
and select Analytics.
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Click Language Model > Category Optimization.
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Under Empty Issue(s) Found, select all the categories you want to remove.
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Click Delete.
Remove Redundant Categories
You can review and remove issues where categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. have identical category rules 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.. This helps you avoid redundancies and work more efficiently.
- Click the app selector and select Analytics.
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Click Language Model > Category Optimization.
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Click View Matching Rules to see what category rules the categories in this section have in common.
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Under Matching Issue Found, select all the categories you want to remove.
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Click Delete.