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 (contactClosed 在聯絡中心與客服專員、IVR 或機器人互動的人。) 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.

    條件 詳細資訊
    全部 互動必須包含在此欄位中輸入的所有關鍵字、短語或標記才能成為一個符合項。該欄位中的所有標準均假定相互之間存在 AND 關係。

    其中至少一個

    如果互動包含此欄位中輸入的一個關鍵字、短語或標記，則此互動可能成為一個符合項。您可按下 + 按鈕來建立此欄位的多個執行個體。該欄位中的所有標準均假定相互之間存在 Or 關係。但是，欄位的每個執行個體均假定相互之間存在 AND 關係。

    例如，如果一個其中至少一個欄位包含關鍵字 Longbourn 和 Bennet，則此互動包含這些詞中的一個或兩個詞。如果另一個其中至少一個欄位包含關鍵字 Netherfield 和 Bingley，則即使互動未提及另一個標準欄位中的關鍵字 Longbourn 或 Bennet，但只要互動提及前者這些詞中的任何一個詞，也會包括此互動。如果互動包含此兩個標準欄位的這些關鍵字的任意組合，則將包括此互動。
    皆無 互動必須不包含在此欄位中輸入的任何一個關鍵字、短語或標記才會成為符合項。

  8. To include or exclude interactions by Phrase, Keyword, or Sentiment , click the corresponding tag or begin typing a keyword, phrase, or entityClosed 在Interaction Analytics中您的公司設定檔中定義的關鍵字或短語。與實體類型相關。可以包括變體。.

    Field Details
    Phrase

    Pulls in data based on whether a specific phraseClosed 按指定順序一起使用時具有特殊意義的字詞組合，例如「希望取消」。 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 sentimentClosed 透過分析字詞、短語和轉錄內容確定的整體情緒或互動結果。 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.
      • 整體：整個互動的情緒。

      • 互動的開始情緒：這由互動的前 400 個字，或前 30% 決定，以先發生者為准。它可以幫助您識別客戶來電的常見原因或問題。混合情緒不可用於開始情緒。

      • 結束情緒：結束情緒是由互動的最後 30% 決定的。混合情緒不可用於結束情緒。

  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.

    根據您選擇的指標，您需要完成以下額外配置步驟之一：

    • 如果您選擇了布爾值欄位，請從下拉式清單中選擇 true 以僅顯示欄位適用的互動。選擇 false，僅顯示欄位不適用的互動。

    • 如果您選擇了名稱或 ID 等字串欄位，在文字欄位選擇值。這將僅包括存在指定條件的互動。

    • 如果您選擇了一個整數欄位，如秒或計數，可從下拉式清單中選擇一個運算子，並輸入一個整數值。僅滿足指定臨界值的互動會出現在資料集中。

      • 等於：如果欄位的值等於指定的值，則在資料集中顯示相應資料。

      • 大於：如果欄位的值大於指定的數值，則在資料集中顯示相應資料。

      • 小於：如果欄位的值小於指定的數值，則在資料集中顯示相應資料。

    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 frustratedClosed 搜尋線索來識別客戶的失望情緒。這些線索包括像「我很生氣」這樣的詞和短語。失望並不等同於負面情緒。失望線索顯示客戶不高興，而不僅僅是討論負面的東西。.
    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 include or exclude interactions by contact Intents, agent Actions, or interaction Outcomes, select the corresponding tag.

    欄位 詳細資料
    意圖

    根據Enlighten指派的互動的意圖Closed 聯絡人所說/所輸入內容背後的含義或目的；聯絡要傳達或實現什麼提取資料。這根據聯絡人想要溝通或完成的內容按目的對互動進行分類。

    語音和數位通道均支援此功能。支援的數位通道包括所有對話數位互動，但不包括社交媒體貼文。其還包括 Legacy ACD聊天和 SMS 通道。不支援 Legacy ACD電郵和CXone電郵。
    動作

    根據互動期間發生的動作提取資料。例如，動作可能包括處理付款、提供帳戶資訊或提取帳戶。互動可以有多個動作。

    語音和數位通道均支援此功能。支援的數位通道包括所有對話數位互動，但不包括社交媒體貼文。其還包括 Legacy ACD聊天和 SMS 通道。不支援 Legacy ACD電郵和CXone電郵。
    結果

    根據互動的主要結果提取資料。例如，結果可能包括支付完成、轉移或升級。互動可以產生不只一種結果。

    語音和數位通道均支援此功能。支援的數位通道包括所有對話數位互動，但不包括社交媒體貼文。其還包括 Legacy ACD聊天和 SMS 通道。不支援 Legacy ACD電郵和CXone電郵。
  12. 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​​

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