Design a real-time category

Real-time categories define the type of spoken words you want to detect during a conversation. Use these categories to focus your real-time business rules on the topics and issues that need to be monitored.

Procedure 

1. Analyze your real-time business needs

   Before creating a real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., gather information about the business scenario you want to address in the Real-Time 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. solution.

2. Define real-time category properties

   Set the category properties to identify the category and define its attributes, according to your real-time rules requirements.

3. Set real-time category filters

   Use filters to fine-tune your real-time category, to help you focus on a set of interactions related to your real-time rules requirements.

4. Define terms for the real-time category

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

5. Test, save & activate the real-time category

   Test the category to verify that it is generating the interactions that properly fit the real-time rules requirements, and then save and activate it.

Related topics 

Real-time Category List details