Category best practices
A successful category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. is one that captures the interactions that most accurately define the relevant business issue. Assigning the right terms, filters, and properties to the right category is critical to its success.
Use best practices and follow useful tips to fine-tune your category definition:
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Category terms: A term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. for a category can be a single keyword, a phrase enclosed in quotation marks, or an expression with operators. Invest time to assign appropriate terms to a category. Add words or phrases that capture the interactions that most accurately define the business issue.
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Recommended number of terms / phrases per category: Typically, up to thirty (30) terms / phrases per category produce the best category accuracy. Although 30 (thirty) is not a hard system limit, usually ten (10) to twenty (20) terms yield optimal results. Using over thirty (30) terms typically produce less precise categories and may impact performance.
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Category filters: Apply filters to refine your category and focus on the set of interactions related to your business issue.
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Category properties: Set properties that fine-tune your category definition. For example, set a category color that helps you easily identify it.