Real-Time Speech Analytics predefined categories
The following list contains the predefined real-time categories, and their definitions:
- Complaint
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<a:Terms>
complaint;"consumer affairs";"better business bureau";
better NEAR business;"lot of problems";nothing NEAR problems;
ombudsman;make NEAR complaint;file NEAR complaint;
complaints NEAR department;complain NEAR "to the";
want NEAR complain;complaint NEAR department;complain NEAR to;
complaining;complain;complaints
</a:Terms> - Escalation
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<a:Terms>
supervisor;supervisors;escalated;speak NEAR supervisor;
talk NEAR supervisor;escalate;speak NEAR your NEAR supervisor;
talk NEAR president;write NEAR president;writing NEAR president;
get NEAR supervisor;talk NEAR your NEAR supervisor;
"your supervisor";escalation;"your manager";your NEAR supervisor;
talk NEAR your NEAR boss;speak NEAR president;
speak NEAR your NEAR boss;speak NEAR boss;escalations;supervise;
talk NEAR manager;speak NEAR manager
</a:Terms> - Customer Negative Sentiment
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<a:Terms>
ridiculous;frustrating;frustrated;angry;upset;bull***t;
disappointed;unhappy;unacceptable;frustrates;f***ing;sh***y;
horrible;annoyed;“p***ed off“;frustration;"not satisfied";
unbelievable;not NEAR fair;sick NEAR tired;stupid;
worst NEAR company;worst NEAR service;furious;
horrible NEAR service;"sick and tired";terrible NEAR service;
"fed up";irritated;irritating;outrageous;"bull s**t";
pain NEAR a**;jerk;idiot;idiots;"f**k you";f***ed;"jesus christ";
"f**k off";shut NEAR f**k;what NEAR f**k;g****mn;"g*d d**n";
"sc**w you";"f****d up";craziest
</a:Terms> - Customer Positive Sentiment
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<a:Terms>
"made my day";"very positive";thank NEAR help;"i appreciate all";
"very helpful";"most helpful";"you have been great";
"you've been great";"very very much";"very much appreciate";
"really appreciate";"wonderful job";"appreciate your help";
"really helpful";"I appreciate";compliment NEAR you;
"much appreciate";"i'm very happy";appreciate NEAR help;
appreciate NEAR assistance;"thanks so much";"thanks for your help";
"tremendous help";"you're the best";thanks NEAR helping;
thanks NEAR help;"you have been wonderful";"you were wonderful";
"you were great";"you are great";"you are so lovely";
"you were so lovely";"your wonderful service";"done great job";
"want to compliment";"would like to compliment";
"you have done wonderful job";"you did a wonderful job";
"are very kind";"been very kind";"been really helpful";
"are really helpful";"have been helpful";"were helpful";
"are helpful";"am very happy";"amazed";"amazing";"appreciate";
"excellent";"exciting";"fabulous";"fantastic";"helpful";
"thank you so much";"thank you very";"thank you very much";
"thanks so much";"thanks very much";"wonderful"
</a:Terms> -
Speech-driven data masking
If Sensitive Data Masking is enabled, then the predefined Speech-driven masking category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. is also available.
The category is defined as four or more numbers spoken within a sequence of six words.
When you create a real-time rule using this category, it includes a built-in action of adding data masking tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. before and after sequences of numbers.
For example: An RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time. rule triggers sensitive data masking when a customer starts saying the numbers of a credit card and ends it after the last number is said.
If you are not assigned the Playback without Masking privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access., when playing 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. containing masked content, the masked content is hidden. This behavior includes audio playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen., video capture, and transcriptions.