Term clustering
The Term Clustering View (
) displays terms used frequently with the terms that are currently in the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definition, in a visual 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. tree format.
Term Clustering View shows how the terms are related to each other and the different contexts in which they appear.
Term clusters
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Terms that were already added to the category are highlighted in green and an icon represents their 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.: Very Important or Important.
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Terms that appear in the same term cluster are used in a similar context to the highlighted term.
For example, supervisor, supervisor’s and supervisors are used in a similar context to one another in interactions.
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Term clusters that are located close to another include terms used in a relatively similar context to each other in interactions.
For example, The terms supervisor, supervisor’s and supervisors are used in a similar context in interactions with the terms “want to speak” and speak.
View correlation for single terms
You can point to a single term to view the following info:
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Strength: indicates how closely related your term is to the suggested term.
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Size Increase: indicates the estimated percentage of interactions that would be associated with the category, in case you add the term to the category.
For example, the term “a manager” is fairly correlated with the term supervisor (more than half of the correlation bar is filled). An estimated 60% of more interactions are added to the category, in case “a manager” is added to the category definition.
Test Term displays a list of the interactions that include the term. Play the interactions to determine whether to add the term to the category definition or not.
View interactions for multiple terms
You can point to a node or selected terms and select Show 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. to view interactions that include all the selected terms. Viewing the list gives you an idea of the type of interactions generated by all the terms.
Test each term individually to verify that the term by itself is valuable for the category definition.
Each term generates interactions that include them in the category (treated as an OR operator). It is important to verify that each term generates interactions relevant to the business issue and does not depend on other terms to generate relevant interactions.