Define category properties

Set properties to identify the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. such as it's name and color, and define other attributes according to the related business issue.

The Design Categories workspaces are available only to users who have the Category Designer and Ad-hoc Search by Keywords privileges.

Before you begin

Analyze your business needs

Procedure

Select Design > Categories.
On the right side of the Category list, select New Category.
Set the following properties:
1. Category Name: Define a unique name that is easy to correlate to the business issue. The name can have a maximum of 54 characters, including special characters.
2. Category Color: Select from 16 available colors so you can easily identify the category.
  
  Set the same color for categories that deal with similar business issues.
3. $ Impact: Assign a dollar amount that represents the average financial impact of each 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. associated with this category. $ Impact is a relative measure that helps you to prioritize issues that have a greater impact on performance and profitability.
4. 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.: Determine the minimum score or ranking of an interaction, in order for it to qualify for the category.
  
  The recommendation is to leave the minimum rank value at the default value—three-star ranking Mechanism in Speech Analytics by which an interaction is given an overall score for a category, according to the terms that the interaction contains..
  
  5-star ranking: All interactions that qualify for the category must have a large representation of terms included in the category definition.
  
  1-star ranking: All interactions that qualify for the category can have a small representation of terms included in the category definition.
5. State: Set the initial state of the category to Inactive. Once your category is ready, you can set it to Active or Published to start using it.

What to do next

Set category filters