Define terms for the real-time category

Define accurate terms for the real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., and test them accordingly. Though there are no limits for the number of terms in a real-time category, it is recommended to not exceed 1000 terms.

The Speech layer in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. audio wave form does not show callouts for terms associated with the category. To identify, the terms, you must listen to the interactions.

Before you begin

Set real-time category filters.
Brainstorm and come up with some initial keywords that can help identify interactions that relate to your real-time rules requirements.

Procedure

Add a couple of initial terms to the real-time category:
1. In the Test Term field, type your first 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. and click Test Term.
2. From the Interactions list, select 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.. It is recommended to listen to at least five interactions. For each interaction, determine if the term is mentioned in the context that matches the category intention.
3. To switch between interactions in the Review 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. workspace Area within an application window where the user interacts with the program., click Next Interaction () or Previous Interaction (). The counter to the left of the buttons identifies which interaction you are currently listening to.
4. Do one of the following:
  - If the interactions are relevant, add the term to the category definition.
  - If the interactions are not relevant, consider modifying the term to fit the category better, or test another term.
5. Click Save, and repeat step a to step e for all terms.
Add more system-suggested terms:
1. Select Term Suggestions > Suggest for Category.
  
  The system generates terms that are used frequently together in interactions with the terms that are currently part of the category definition.
  
  By default, these terms are displayed in a visual term tree format called Term Clustering ().
  
  You can also view the terms in a list format by clicking Terms List ().
2. From Term Clustering, point to a suggested term that you want to test, click Test Term, and add it to the category (if relevant).
  
  Customer and Agent operators can be suggested, but they will not be included as part of the real-time category definition.
3. Return to the Term Suggestions tab to select and test more terms.
4. After testing and adding the terms you think are relevant, click Suggest for Category, and test and add more relevant terms.
  
  The suggestion can include more term variations that you did not yet test. Consider testing and adding these terms to the category definition.

What to do next

Test, save & activate the real-time category