About Categories

Categories are used to group interactions with similar characteristics so that SpeechMiner users can find interactions that require their attention for particular reasons. The interaction characteristics that define a Category can be as simple as "interactions in which the Topic of interest rates was found," but they can also be very complex, defining a very specific mix of characteristics. For example, a Category can be defined to group calls in which the Topic Payments was mentioned by the agent, the customer displayed signs of agitation, and the call-center supervisor was called in to deal with the customer during the last two minutes of the call.

SpeechMiner assigns interactions to Categories after it has finished processing them. All the Categories in the system are global Categories that can be applied to any interaction. When interaction processing is completed for an interaction, SpeechMiner goes one by one through the list of Categories in the system and checks whether the interaction meets the conditions of the Category. If it does, the interaction is assigned to the Category. A single interaction may not belong to any Categories, but it can also belong to many Categories.

Category assignment is intended to help reviewers find interactions with particular characteristics so that they can analyze them and compare them. For example, reviewers may wish to compare how different agents handled customer agitation during a particular sales campaign. It also enables SpeechMiner to perform statistical analysis on interactions. For example, SpeechMiner can check the percentage of calls in September in which customers exhibited agitation.

Four types of categories exist in SpeechMiner:


See also

Overview of the Manage Categories Screen
Creating a Blank Category
Configuring Category Conditions
Saving and Applying Changes
Modifying Categories
Deleting Categories
Managing Version History