Analyze Categories overview
The Analyze Categories workspace Area within an application window where the user interacts with the program. provides statistical information about the categories defined in the system. Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. categories group interactions that deal with specific business issues, such as customer complaints, billing issues, or product feedback. You can investigate how interactions are distributed among the categories to understand the nature of the customer-employee interactions.
In the Analyze Categories workspace you can:
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View interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. metrics (average call duration, silence time, and total number of holds) and compare their performance in relation to your current filters.
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View daily category trends Type of trend in Speech Analytics that shows how the numbers in specific categories fluctuate over time. in comparison to your current search.
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View a simulation of the performance of a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. before you drill down.
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Drill down to specific categories to investigate the interactions associated with these categories.
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Search for keywords or phrases used in employee-customer interactions, and view the associated categories.
The refresh button 
is not implemented for Categories Overview.
Drill down to categories in chart