Analyze your business needs

Before creating a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., gather information about the business issue you want to investigate and track by grouping interactions generated by this business issue.

Procedure 

1. What is your key business goal?

2. What is the existing process related to this goal?

3. Determine the type of interactions the business issue generates:

   • Which CTI and other types of data rules can be used to help identify these interactions? For example, inbound/outbound, employee group, DNIS, and product type.

   • Reason for interactions: a specific campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., customer service, technical support, bill inquiring, sales opportunities, among others.

     For example, for a Consumer Up-Selling category, relevant interactions include only in-bound interactions taken by the Customer Service group that use a certain DNIS.

4. Gather examples of employee scripts, typical phrases, and keywords used in these interactions or processes.

What to do next 

Define category properties

Related topics 

Category best practices