Analyze your real-time business needs

Before creating a real-time category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., gather information about the business scenario you want to address in 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.

For example, you would like to offer a discount to your VIP customers that express interest to leave. Create a churn real-time category to be used in the Recorder Analytics Rules.

Procedure 

  1. What is your Real-Time Speech Analytics goal?

  2. What is the existing business scenario you want to identify and monitor?

  3. Determine the characteristics of the business scenario in terms of vocabulary and metadata:

    • Vocabulary: In order to determine vocabulary, gather examples of employee scripts, typical phrases, and keywords used in interactions or processes that identify the business scenario. For example churn, consumer up-selling, script adherence Speech Analytics feature that measures adherence or non-adherence to a defined script., admin fee mentioned.

    • Metadata: 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.

      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.

      The metadata is set up as filters in the Design Real-Time Categories workspace Area within an application window where the user interacts with the program. but cannot be saved as part of the real-time category definition.

      Use filters to test your real-time category. Use the same metadata to define the Recorder Analytics Rule that is using your category as part of its definition (Call Selection tab).

What to do next 

Define real-time category properties

Related topics 

Real-time category best practices