Category properties best practices

Set some properties to fine-tune your category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definition.

Category color

The selected category color serves as a visual aid to identify the category in various areas of the application.

Categories with similar topics can be aligned with color types:

Process-related categories can be shades of green
Product-related categories can be shades or purple
Customer-impact categories can be warm colors (orange, or yellow)

$ Impact

$ Impact represents the financial impact of interactions associated with this category. $ Impact helps prioritize issues that have a greater impact on performance and profitability.

Category 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.

Ranking is the process by which 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. is given an overall score for a category according to the terms that the interaction contains.

Category ranking determines the minimum rank an interaction must have to qualify for the category. The rank can range from 5 for the most relevant interactions, to 1 for the least relevant ones.

When determining the rank of an interaction in a category, the significance level of 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. is assessed. For instance, interactions containing Very Important Terms receive a higher ranking than the ones with Important Terms only. The higher the rank of the interaction, the more relevant the interaction is for that category.

Category states

The category state determines its availability and defines its use.

Every category is assigned one of the following states:

Published: other suite-wide applications (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., Reports, and Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.) can access the data of the category.
Active: other suite-wide applications cannot access the category data. For example, an Active category cannot be used as a search criterion in Interactions. Active categories can only be used as search criteria in the application.
Inactive: represents categories that exist in the application, but cannot be used. Inactive categories serve as drafts for future categories or are outdated categories that are no longer relevant. Inactive categories cannot be used for searches and analysis.

Category filters

Filters help focus the category on a predefined set of interactions related to your business issue, based on information available in the system.

If a category includes a filter, then only interactions that match both the filter and the category term definition can qualify for that category.