Create a script adherence category

You can create a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. that captures interactions that contain a specified script. Analyzing such interactions is helpful, for example, to evaluate whether employees are adhering to a specific script in the interactions.

To capture interactions that do not contain a specified script, create an inverse category.

Example: Create script adherence Speech Analytics feature that measures adherence or non-adherence to a defined script. category

For example, employees at the Global corporation are required to answer every 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. with: “Hello, Welcome to Global Corporation, my name is <your name>, how can I help you today?”

To verify that employees are using the script, create a category that contains the terms in the script. To capture interactions in which the script is not used, you can inverse the category.

Procedure

Create a category.
Determine the script you want for the category.

For example, The privacy of this information is your right and our duty under federal law and your decision will not affect your service.
Identify the key words and phrases of the script. To simplify the process, underline the key words and phrases and remove out the short conjunction terms.

For example, Theprivacyof this informationisyour rightandour duty under federal lawand your decision will not affect your service.
Prepare a series of NEAR phrases, such as:
- privacy NEAR information
- information NEAR “your right”
- “your right” NEAR “our duty”
- duty NEAR federal
Add all phrases to Important Terms.
Click Test Category and listen to the interactions.
For each 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., listen to the interactions to verify that the term by itself generates the relevant interactions.
Do one of the following:
- If the interactions successfully capture the script, click Save.
  
  If most of the interactions capture the script, consider lowering the category Min ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. to two stars. This value ensures that interactions with a small representation of the category terms still qualify for the category.
- If the interactions do not successfully capture the script, modify the phrases in the category definition, and retest the category.