When you create a new 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., you have the option to select a 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. to apply to the topic to help target a certain type of data to appear in the workspaceThe named view of one or more analysis widgets.. If you select a category set, you can open the category editor and modify the category configuration for that topic. You can merge and split categoriesThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends. and category groups, delete categories and groups, add new ones, and modify the category rules that dictate which contacts fall into the category.
