Category terms guidelines
One of the keys to designing a successful category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. is to select relevant, effective terms.
Adhere to the basic guidelines for adding terms:
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There is a maximum limit of 30 terms per category . However, most categories contain approximately 10–20 terms.
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Do not include too many terms in one category. Categories containing too many terms are too general and include interactions that are not related to the business issue.
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Every 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. in a category has an OR relationship with the other terms. That is, it is enough for 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 contain one of the defined terms to qualify for that category.
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When adding terms to the category definition, you cannot use the following special characters in the term:
[ ] ( )" < > * _ = , / \ ? : “
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Plus (+) and minus (-) signs are not valid at the beginning of the term.
For example, "+hello" is not a valid category term.
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All other operators such as such as
For real-time categories, only the NEAR operator is available. [START], [END] and AND operators are available in the Recording Analytics rules settings.
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Depending on the terms used, an interaction can be assigned to one or more categories, or have no category affiliation at all.
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A typical term is 1–3 words long.
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Try to avoid using short or one-syllable words.