Speech Analytics interaction relevancy
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 in a search. The rank is composed of different factors, including a system confidence and frequency factor called Inverse Document Frequency (IDF) Statistical measure used to evaluate how important a term is in the index, which is based on the term's frequency in the index..
IDF is a statistical method used to evaluate how important a 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 in the index Repository of transcribed interactions, which are used for analysis in Speech Analytics.. The evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. is based on the frequency of the term in the index. IDF reduces the weight of terms that occur frequently, and increases the weight of terms that are less frequent.
Ranking in keyword searches
In keyword searches, each interaction is ranked according to the keywords and phrases it contains. A maximum of five stars or a minimum of two stars appears in the Relevancy column. Five stars represent interactions with the highest 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.. The returned interaction list is displayed in descending order, with the highest ranking interaction displayed at the top of the list.
Ranking in category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. searches
In category searches, each retrieved interaction is ranked according to its relevancy to the category. A maximum of five stars can be given to the highest ranking results. The category rank threshold determines the minimal rank of the returned interactions. For example, if a category rank threshold is four stars, then results include interactions with four- and five-star ranks only. The results are displayed in descending order, with the highest ranking interactions at the top.
Results for keyword searches
The OR operator in keyword searches automatically boosts interaction relevancy. The number of results for a keyword search including the OR operator is therefore higher than the combined results of individual keyword searches for the same terms or phrases.