Define terms for the category

Define accurate terms for the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., rank, and test them accordingly.

Before you begin

Set category filters.
Brainstorm and come up with some initial keywords that can help identify interactions that relate to your business issue.

Procedure

Add a couple of initial terms to the category:
1. In the Test Term field, type your first 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. and click Test Term.
2. From the Interactions list, select 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.. Listen to at least five interactions. For each interaction, determine if the term is mentioned in the context that matches the category intention.
3. To switch between interactions in the Review Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. workspace Area within an application window where the user interacts with the program., click Next Interaction () or Previous Interaction (). The counter to the left of the buttons identifies which interaction you are currently listening to.
4. Do one of the following:
  - If the interactions are relevant, add the term to the category definition.
  - If the interactions are not relevant, consider modifying the term to fit the category better, or test another term.
  - If four or five interactions fit, add to Very Important Terms.
    
    If fewer than four interactions fit, listen to an extra five interactions.
    
    - If at least eight out of the 10 interactions fit, add to Very Important Terms.
    
    - If fewer than eight, but more than five interactions fit, add to Important Terms.
5. Click Save, and repeat step a to step e for all terms.
Add more system-suggested terms:
1. Select Term Suggestions > Suggest for the Category.
  
  The system generates terms that are used frequently together in interactions with the terms that are currently part of the category definition.
  
  By default, these terms are displayed in a visual term tree format called Term Clustering (). You can also view the terms in a list format by clicking Terms List ().
2. From Term Clustering, point to a suggested term that you want to test, click Test Term, and add it to the category (if relevant).
3. Return to the Term Suggestions tab to select and test more terms.
4. After testing and adding the terms you think are relevant, click Suggest for the Category, and test and add more relevant terms.
  
  To increase category coverage and accuracy:
  
  Click key terms that you added to the Very Important box, and for each one, select Suggest for the Term.
  
  The suggestion can include more term variations that you did not yet test. Consider testing and adding these terms to the category definition.

What to do next

Test, save & activate the category