Category terms
When you create a new category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., add at least one 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. to the category definition, either to Very Important Terms or to Important Terms. Add terms according to their relevance to the business issue that the new category represents.
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Very Important Terms: add terms that retrieve results that match your business issue accurately.
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Important Terms: add terms that result in less accurate results, but are still relevant to your search.
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Avoid Terms: add terms that are not essential to the business issue the category represents. 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. with such terms receive a lower rank compared to interactions without the Avoid terms.