Category Manager

You can analyze interactions using the large collection of out-of-the-box categories in the Category Manager page. These categories are view-only and cannot be edited. You can filter the categories by language. The supported languages are Brazilian Portuguese, English, Canadian French, Dutch, European Spanish, French, German, Spanish, and Japanese.

If you don't have the specific category you're looking for, you can create and modify your own categories, based on your business needs.

Categories can run on any future interactions after they are created. Those interactions are categorized based on the parameters defined in the category, making it easy to analyze them.

Keep in mind, Category Manager is only available for users with the CXone QM Advanced license.

Out-of-the-Box Categories

The CXone Quality Management categories are split into two main types: Agent Performance and Contact Themes.

What are Agent Performance categories?

Agent Performance categories deal with how agents handle interactions, how interactions were resolved, and whether the process was a negative or positive experience. These categories are also divided by type:

Category	Description
First Contact Resolution Issues > Contacted Multiple Times	Multiple interactions between customer and the agent occurred (or will occur) multiple times.
First Contact Resolution Issues > Customer Escalated	There was an escalation from customer.
First Contact Resolution Issues > Customer Transferred	The customer was transferred to another department or individual.
First Contact Resolution Issues > Unresolved Issue	The customer's issue was not fixed.
Negative Agent > Negative Agent Behavior > Agent Condescending	The agent has been patronizing or condescending, both on the agent and customer side.
Negative Agent > Negative Agent Behavior > Agent Curses	The agent used abusive language.
Negative Agent > Negative Agent Behavior > Agent Dismissive	The agent used dismissive language.
Negative Agent > Negative Agent Behavior > Agent Not Knowledgeable	The agent admitted of not having knowledge of the issue, what to do about it, or both. OR The customer indicated the agent did not have knowledge an issue, what to do about it, or both.
Negative Agent > Negative Agent Behavior > Agent Rude	The agent was rude.
Negative Agent > Negative Agent Behavior > Agent Unable to Assist	The agent was unable or unwilling to provide assistance.
Negative Agent > Negative Patron Feedback > Agent Not Listening	The customer feedback was—The agent was not listening to them.
Negative Agent > Negative Patron Feedback > Agent Speaking Too Fast	The customer feedback was—The agent was speaking too quickly.
Negative Agent > Negative Patron Feedback > Agent Difficult to Understand	The customer feedback was—The agent was difficult to understand.
Negative Agent > Negative Patron Feedback > Agent Unhelpful	The customer feedback was—The agent was not helpful.
Negative Agent > Negative Patron Feedback > Patron Curses	The customer feedback was—The agent was using curse words.
Negative Process > Abandoned Call	The call was abandoned.
Negative Process > Bad Transfer	A connection or transfer to the wrong department, and also content indicating a transfer was not completed successfully.
Negative Process > Disconnected Call	A call was disconnected unexpectedly.
Negative Process > Negative Chat	Problems with chat.
Negative Process > Negative Email	Problems with email.
Negative Process > Negative Hold	Long hold times.
Negative Process > Negative Voicemail	Problems with voicemail systems.
Negative Process > No Answer	There was no answer to an attempt to make contact.
Negative Process > Poor Sound Quality	Poor sound quality on a call.
Negative Process > Slow Response	There was slow service on the agent side and complaints about slow service and lack of responsiveness on the customer side.
Negative Process > Unhelpful Process	The customer commented about the unhelpful processes.
Positive Agent > Positive Agent Behavior > Agent Polite	The agent used polite language.
Positive Agent > Positive Agent Behavior > Agent Hold Etiquette	The agent used proper etiquette when putting a customer on hold.
Positive Agent > Positive Patron Feedback > Agent Efficient	The customer commented on how quickly the agent performed actions.
Positive Agent > Positive Patron Feedback > Patron Appreciative	The customer expressed appreciation.
Positive Agent > Positive Patron Feedback > Patron's Problem Solved	An issue has been resolved.
Positive Process > Positive Returned Call	A returned call was appreciated.

What are Contact Themes categories?

Contact Themes deal with the interactions themselves. What was the reason the customer contacted the organization? What channel did the customer use to contact the organization?

These categories are also divided by type:

Category	Description
Accounts > Account Changes	Requests for changing or updating accounts.
Accounts > Account Inquiries	General questions about accounts, not including problems or requests to change products.
Accounts > Account Problems	General problems with an account. This does not include sign in or activation problems.
Communication Channels > Chat	Mentions of chat as a communication channel in a negative context. Problems such as chat option not working, getting disconnected, no response. It is not speaker-specific.
Communication Channels > Email	Mentions of email, newsletter, spam. It is not speaker-specific.
Communication Channels > Phone	Mentions of phone-related terms and phrases. It is not speaker-specific.
Communication Channels > Website	Mentions of website in a negative context. It is not speaker-specific.
General Inquiries	General questions about business hours, location, status, or other questions.
Intent to Buy	Indications the contact wants to make a purchase.
Legal Concerns	Targets on language around false advertising and litigation.
Personnel > Management	Any mention of management by any speaker. Not specific to agent or customer.
Personnel > Staff	Any mention of staff by any speaker. Not specific to agent or customer.
Retention	Mentions indicating intent to churn or references to canceling accounts.
Shipping and Delivery	References to shipping and delivery of products.
Transactions > Billing > Billing Inquiries	Mentions of confusion, questions, status requests, or process inquiries about bills, invoices, charges, or payments.
Transactions > Billing > Billing Problems	Reference to targeting billing complaints, disputes, and errors including charges that the customer regards to be fraudulent. It is not speaker-specific.
Transactions > Cancellations	Reference to requests about cancellation of services. It is not speaker-specific.
Transactions > Pricing	References to problem with product pricing.
Transactions > Purchasing	References to problems with online orders and purchases.
Transactions > Returns	References to refunds or the return, exchange, or replacing of products.
Transactions > Upgrades	Any transactions related to upgrading orders, shipping, accounts, memberships. It is not speaker-specific.
Warranties	Content having anything to do with warranties (extending, questions about, redeeming, or utilizing).

Create Custom Categories

If you need a specific category that isn't included in the out-of-the-box categories, then you can create it and add it to the Custom Categories folder. You can also manage your own folder hierarchy in Custom Categories.

Custom categories are particularly useful for specific trends and business needs unique to your organization.

You can edit the category details by clicking Edit .

To create a custom category:

Click the app selector and select CXone Quality Management.
Click Category Manager.
Select the language in which you want to define the custom category. Supported languages include English, Spanish, Brazilian Portuguese, Canadian French, and Japanese. You cannot change the language later.
In the Custom Categories folder line, click Add Category .
Define the category name.
Add keywords by typing a word or phrase and pressing Enter. The category will flag a interaction if one of these keywords or phrases is said in the conversation.

You can add more than one keyword to a category. Only one of the keywords needs to appear in a call for it to be flagged by the category.
Click Save & Apply.
If you want to create a hierarchy of categories, then you can create other folders within the Custom Categories folder by clicking Add Folder .
Create the category you want by clicking on Add Category in the new folder.
Click Save & Apply.