Design a category

You can design categories that define the type of interactions you want to analyze. Use categories to focus your business on what your customers want and need.

Procedure 

  1. Analyze your business needs

    Before creating a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., gather information about the business issue you want to investigate and track by grouping interactions generated by this business issue.

  2. Define category properties

    Set the category properties to identify the category and define its attributes, according to the related business issue.

  3. Set category filters

    Set filters for your category, to help you focus your category on a predefined set of interactions related to your business issue.

  4. Define terms for the category

    Define accurate terms for the category, rank, and test them accordingly.

  5. Test, save & activate the category

    Test the category to verify that it is generating the interactions that properly fit the business issue, and then save and activate it.

Category best practices

Category List details