Category trends
Category trends surface changes in the number of interactions assigned to specific categories. Category trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. performance is based on the percentage of category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. hits on a given date.
Category trends can be displayed in the following views:
- Tree Map (
): displays categories in cells of different sizes and colors, where the size and color indicates specific metrics about the category for the specified time period. Other metrics about the category are displayed when you point to the category cell. The Tree Map is the default view for category trends Type of trend in Speech Analytics that shows how the numbers in specific categories fluctuate over time.. - List View (
): displays information about categories in a table format, where each column in the table is a different metric that defines the category trend.
The same metrics are displayed in both views in different ways.