Required security profile permissions: inContact Interaction Analytics Pro Admin
To facilitate the categorizationThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. of your data, Interaction Analytics Pro comes with a number of out-of-the-box category templates. These category setsThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. pre-categorize a number of your documents and give you a sense of what your data contains. You can use any of the default category templates to jump-start your categorization efforts.
Columns
- Category Template
- The name of the category template you can apply to a topicA set of voice, email, or chat transcriptions from your contact center that spans a specific period of time and matches your specified filter criteria.. It includes several out-of-the-box, default category templates you can choose from and any custom category templates you have added to your environment. The default templates are indicated with black text and the custom templates are indicated with blue text and a blue bar in the Processed column.
- Processed
- For custom category templates, it displays a blue bar to indicate whether the category template is fully applied to the requested topic. A solid blue bar that spans the width of the column indicates a complete category template. Shorter, striped bars indicate that the application of the category template is still in progress and how much of it is complete so far.
- Action
- Contains buttons that enable you to perform an action with the category template. All category templates contain a Create Category Template button, but only custom category templates contain a menu button on the right hand side that includes Change Name/Topic, Export, and Delete.
Buttons
- Import New Template
- Allows you to select a file to import as a new custom category set, create a unique name for the category setThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion., and select an existing topicA set of voice, email, or chat transcriptions from your contact center that spans a specific period of time and matches your specified filter criteria. to apply to the new category set.
- Create Category Template
- Allows you to create a new category template by applying the selected template to an existing topic.
- Change Name/Topic
- Allows you to change the name of the custom category template or to select a different topic to apply to it.
- Export
- Allows you to download the category template hierarchy and rules to a .dat file that you can re-import later.
- Trash
- Indicated by a garbage can icon, deletes the custom category template from your environment.
Category Templates
When you select one of the pre-built category setsThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. as a base, you can move, delete, rename, or alter any of the automatic category nodes to your specific needs.
For information about the out-of-the-box category sets, see Out-of-the-box Category Sets.
