Edit a category

Fine-tune category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definitions so that it more accurately captures the interactions relevant to the business issue. Category definitions include category properties, filters, and search terms.

You can also edit a category by copying the category and then modifying as required.

Procedure

From the Category List, point to the category and click Edit.
Edit the category definition by changing properties, filters, and terms.
Do one of the following:
- To restore the category definition to its original state, click Revert.
- To save the modified category definition, click Save.
  
  If the modified category definitions, include terms and filters, the system reprocesses the category to associate historical interactions with the new definition.
  
  The Reprocess Status column in the Category List indicates that the reprocessing is in progress. The category is disabled for editing for the duration of the reprocess.
If you changed the category state to Published, select one of the following:
1. To synchronize system databases with the new Published category data, select Save again.
2. To save the category as Active without publishing it, select Save as Active Category.
  
  The category is available in the application, but its data is not synchronized with system databases.
  
  Active categories with no dependent Published categories are not synchronized with system databases.
  
  After saving the category, interactions that fit the modified definition are associated with it.
  
  In addition, when you edit the terms of a category, rank threshold or filter, the following occurs:
  - All available interactions are scanned, and the relevant ones are retroactively assigned to the category.
  - Interactions that no longer fit the definition are disassociated from it and the number of interactions for the category is updated.
  - The 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. changes to reflect the performance of the category according to its new definition.