Required security profile permissions: inContact Interaction Analytics Pro Admin
Fields
- Uncategorized
- CategoriesThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends. that exist for the 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. that are not organized inside the category tree.
- Excluded
- Categories that have been excluded from the topic.
- Categories
- The group where you build and edit 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. you are using for your analysis. Any category node that is not present in this group are not included in your analysis.
- Discovered Categories
- Category suggestions made by the Interaction Analytics Pro engine after an analysis of the sample topics initiated by the Auto Categorize button.
Buttons
- Auto Categorize
- The Interaction Analytics Pro engine searches through the set of contacts to find trends to propose possible categoriesThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends. you can add to the tree. The results of the search appear in the Discovered Categories folder.
- Get Contacts
- Pulls a new sample of contacts into the Categories page to help you manage the category tree.
- Export
- Exports the category tree in its current state to share. You can use this feature to use the same 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. for different topics or in different business unitsFile format associated with Microsoft Excel; may also be expressed as .xlsx.
- Import
- Imports a previously exported category tree for use in the current topic.
- Refresh
- Applies your changes to the sample set of contacts in the category workspace. This is a quick and easy to see your changes, because applying the changes to the 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. takes time and resources.
- New
- A drop-down opens to allow you to choose to create a new category or a new group.
- Actions
-
The Actions drop-down contains actions you can perform on selected categories. To select multiple consecutive categories, hold down the [Shift] key to select them. To select multiple categories apart from each other, hold down the [Ctrl] key to select them.
- Clear All — Clears all selected categories.
- Move — Moves the selected category to another location in the category tree.
- Split — Splits the category into two separate categories.
- Merge — Merges the selected categories into a single category.
- Combine Groups — Combines the selected groups into a single group.
- Ungroup — Moves the contents of the selected group up one level in the category tree, removing the group where they belonged and placing them on the same level where it existed.
- Delete — Deletes the selected categories or groups.
- Trash
- You can select and drag categories and groups to this icon to delete them.
- Apply to Topic
-
Applies your changes to the category tree to the topic.
When you save the topic categories, the Interaction Analytics Pro engine reassesses all contacts in the topic and recategorizes them to match your updates. This process can take time and resources and you cannot view your dashboards until it completes.
