Category trend calculations
Category trends are calculated for all the relevant interactions in the project for the selected date range, regardless of user visibility.
Daily volume calculations for category trends Type of trend in Speech Analytics that shows how the numbers in specific categories fluctuate over time.
Daily volume is calculated in the context of the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definitions, which can include terms and phrases, and My Data Set filters. If the category definition includes a nested category that is published, the nested category is divided by the parent category to calculate daily volume.
Category performance
For trends, a category's performance reflects the percentage of hit interactions out of the relevant transcribed interactions, on a given date. In that calculation:
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Hit interactions are all interactions that qualify for that category as matching both the category filter and terms.
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The relevant interactions are either all transcribed interactions, or if a filter was created for that category, all transcribed interactions that match the filter.
For example, a category's filter can limit the minimum duration of an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. to 3 minutes. In this case, the category's hit interactions are all interactions that are 3 minutes long or longer and also match the category's 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. definition. The category's performance is the relation of hit interactions to the total number of interactions that are 3 minutes long or longer - both of those that do and do not match the category's terms.
Let's assume, 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. processed 1,000 contact The entire communication experience for a customer, from beginning to end. interactions on a given date.
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900 interactions matched the category filter. The category performance will be based on these contact interactions.
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300 out of those 900 interactions also matched the category's term definition. These 300 interactions are the hit interactions of the category.
The category performance on that date is (300/900)*100% = 33.3%.