Define real-time category properties

Set properties to identify the real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. such as it's name and color, and define other attributes, according to the real-time rules requirements.

Real-time categories are available only if the Real Time Speech Analytics Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time. Recording Add On license is enabled.

The Design Categories workspaces are available only if you have the following privileges:

Category Designer

Ad-hoc Search by Keywords

Before you begin 

Analyze your real-time business needs

Procedure 

  1. Select Design > Real-Time Categories.

  2. On the right side of the Category list, select New Category.

  3. Set the following properties:

    1. Category Name: Define a unique name that is easy to correlate to the real-time alert requirement. The name can have a maximum of 54 characters, including special characters.

    2. State: Set the initial state of the category to Inactive. Once your category is ready, you can set it to Published to make it available in the Recorder Analytics Rules.

What to do next 

Set real-time category filters