Design real-time categories overview
Real-time categories define specific terms and phrases that are detected by the system during a conversation, as part of the Real-Time 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. solution.
The Real-Time Speech Analytics solution detects when specific real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. terms are spoken in a conversation that is being recorded. When the category terms are detected during 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., the system takes a user-defined action, such as alerting employees about the interaction using an email or desktop popup message.
This feature provides employees in your enterprise with awareness of interactions coming into an enterprise in which topics of particular interest to your enterprise are discussed. For example, the feature is used to guide employees how to handle interactions in which account cancellations are discussed, or interactions in which a specific competing product is mentioned.
Once a real-time category is created and published in the system, the category is used in the Recorder Analytics Rules. In the Recorder Analytics Rules, the category is then included in the rules conditions, to define the words to detect during a conversation.
Real-time categories are used by the Recorder Analytics Rules only. They are not used in searches nor advanced filter, and are not displayed in reports.