The Interaction Analytics Pro application contains many different pre-configured entitiesA term that represents a theme or concept. NICE inContact Interaction Analytics Pro intelligently searches for related keywords and context to gather instances of the concept rather than searching for every specific instance of a keyword. For example, the 'sound quality' entity applies to transcripts where people say things like "I can't hear you" or "you're breaking up". You can create custom entities specific to your organization in the company profile. that encompass a concept. When the engine picks up a theme through context or certain keywords in close proximity, it recognizes the entity and counts it as a mentionThe appearance of a keyword, phrase, or entity in topic transcripts., even if the exact keyword was never said or the word was mispronounced or mistranscribed. The company profileA form where you can create custom entities that inContact Analytics can use to parse and analyze data that is of interest to your company. provides you with the opportunity to create your own custom entities that relate to your organization.
For example, you could make NICE inContact the company name and then added variants of that name to capture poor pronunciation or a bad transcription. Those variants might include 'and contact' and 'end contact' because that is how the company name might appear in a voice contact.
Configuring a company profile is important even if you do not configure all the possible variants for each keyword. It enables you to see mentions of your company or products in the charts and to filter on those words. The Top Company Profile Terms Widget lets supervisors or other interested people to see how many times those things were mentioned and lets you drill down to every instance of a company profile keyword mention.
The company profile also affects 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., since they fill in the value of certain variables configured in the categorization. For example, when you apply the Intent to Buy category set 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., the Interaction Analytics Pro engine checks all the topic data to see when people mention they want to purchase something and what specifically they want to purchase of the products, or competitor products, you configured in the company profile. The term also becomes a custom categoryThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends.. You can also use widgetsA graphical chart with data that meets specified filter criteria to help contact center supervisors and managers understand trends in the contact center. to view positive or negative sentiment around your company profile terms.
When you create a topic, you can filter the data set that Interaction Analytics Pro imports by requiring the contacts contain or do not contain certain keywords, phrases, or entities. When you begin to type a company profile term, an auto-suggestion appears and mentions the field of the company profile where the term is present; for example, company. It not only filters the data set by that keyword, but it also takes the variants into consideration and more intelligently pulls in data relating to your organization.
