Test, save & activate the category

Test the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions.'s precision to verify that it is generating the interactions that accurately fit the business issue, and then save and activate it.

You can use active categories instantly for analysis purposes and to capitalize on their data outside the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. application.

Due to increased coverage that impact the number of hits, migrated categories with Very Important Terms can show different categorization results.

It is recommended to test, refine terms, save, and reactivate such categories.

Before you begin

Define terms for the category

Procedure

Click Test Category.
Listen to the top 10 interactions in the list.
Do one of the following:
- If at least nine out of the 10 interactions are relevant to the category, click Save.
- If less than nine out of the 10 interactions are relevant to the category:
  - Try to identify the reason that the non-relevant interactions are included in the category—is there a specific 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. generating the non-relevant interactions?
  - If so, change the term and retest the interactions it returns.
Once you are satisfied with the category definition, change the category state to one of the following:
- Published: Fully capitalize on the category outside Speech Analytics, including creating reports, KPIs, and driving specific QM processes.
- Active: Use the category in the Speech Analytics application only (strictly for analysis purposes without integrating the data in the system).
Click Save.

After saving the category, and changing its state to either Published or Active:
- All relevant interactions are assigned to this category.
- The system begins to discover trends to surface fluctuations in the category performance.
Moving forward:
1. Analyze the root cause of the category to surface potential root causes and key drivers impacting the business issue.
2. Listen to interactions to monitor the targeted business issue.
3. Export your updated list of categories for backup purposes and for future reference.