SMART enables you to organize topics, programs and categories in a hierarchical manner. Topics and programs can be organized in folders and categories can include sub-categories.
For example, if your contact center is involved in sales campaigns and handles customer service interactions, you can create folders for each sales campaign and each type of customer-service issue.
The hierarchic organization of categories has an additional functional purpose. When a sub-category is assigned to an interaction by SpeechMiner, its parent category is automatically assigned to the same interaction. For example, if the Sales Campaign category has the sub-categories Spring Campaign and Summer Campaign, it will be assigned to an interaction whenever Spring Campaign is assigned to an interaction.
A new folder is added under the selected folder.
SMART Overview
Programs
Topics
Categories
A new category is added under the selected category.
| If you add a subcategory to a category that includes conditions, the category becomes a parent category and its conditions are removed. |
SMART Overview
Programs
Topics
Categories
| If you add a subcategory to a category that includes conditions, the category becomes a parent category and its conditions are removed. |