Configure/Edit the Company Profile

Required security profile permissions: inContact Interaction Analytics Pro Edit

Setting up a company profile enables the Interaction Analytics Pro engine to locate and process mentionsThe appearance of a keyword, phrase, or entity in topic transcripts. of your specific brand, product, competitors, services and more.

When you configure the company profile, you must apply tagsA tag is a keyword or phrase, with or without variants, that you add to the company profile as a custom entity. The NICE inContact Interaction Analytics Pro Engine then looks for mentions of the tag in existing and future data sets so you can view data that is relevant to your organization. and any variations of the words or phrases to capture other names, mispronunciations, and mistranscriptions. Once you configure the tagsA tag is a keyword or phrase, with or without variants, that you add to the company profile as a custom entity. The NICE inContact Interaction Analytics Pro Engine then looks for mentions of the tag in existing and future data sets so you can view data that is relevant to your organization., any user can use them to see how any topic intersects with mentions of your company, products, people, and competitor products.

1. Click Settings → Company Profile.
   
2. If you want to see details about the purpose of each field as you use them, select the Show guided assistance checkbox.

3. Type keywords and phrases for your Company, Brands, Products, Competitors, Competitor Brands, and Competitor Products in their respective fields and add any variants you think will help locate mispronunciations, mistranscriptions, or alternate names. See Add Tags to Company Profile for detailed instructions on adding tags to fields in the company profile. Remove any tags you do not want to appear in this field.

   To enter a keyword, or single word, begin typing the word and either press [Enter] or select the keyword from the drop-down of suggestions that appears; for example, sith. To enter a phrase, use a double quote, type the phrase, and close with another double quote; for example, "death star".

4. Type keywords and any variants on the tags you want to include to account for variations in name, mispronunciations, and mistranscriptions. Remove any tags from these fields you no longer want to use.

5. (OPTIONAL) Click the More Fields link and complete any other fields you want to include in your company profile.

   Type keywords or phrases for the Services, People, Places, and Industry Terms, you want to track.

6. When you finish adding and removing tags from the company profile fields, click Save to keep your changes.

Add Tags to Company Profile

1. Click inside the field text box and begin typing the tag you want to add. You may use the hashtag (#), at symbol (@), ampersand (&), and apostrophe (') characters to enter custom tags for your topic. All other special characters are forbidden.

2. In the new text box that appears below the field where you added the tag, type variants to help locate mispronunciations, mistranscriptions, and alternate names for the tag. The following example uses Death Star, DeathStar, DeathStarInc, Death Star Incorporated, and DeathStarIncorporated as variants of Death Star Inc in the Company field.

Delete Tags from Company Profile

You can delete tags from the company profile as long as they are not in use by any topic definitions. If you delete a tag that a topic currently uses, a warning message appears. You can delete the tag without removing it from topic definitions, but the deleted tag remains in the topic definitions, without accumulating data, unless you manually remove it.

1. Locate the tagA tag is a keyword or phrase, with or without variants, that you add to the company profile as a custom entity. The NICE inContact Interaction Analytics Pro Engine then looks for mentions of the tag in existing and future data sets so you can view data that is relevant to your organization. you want to delete within the field and click X to the right of the tag. If the tag is not currently in use by your topic definitions, it disappears.

2. (OPTIONAL) If you tried to delete an entity and received a warning message, the entity is in use by a topic. Remove a company profile tags from a topic definition.

   1. Click a link in the warning message that appeared when you clicked Delete. This opens a topic where the tag you just deleted appears.

   2. Remove the old tag and update the topic definition with any new keywords you want to add.

   3. Click Save Topic.

   4. Return to the Company Profile page by clicking Settings → Company Profile.
   5. Repeat the process of clicking the links to affected topic definitions until you address them all. When you no longer need to see the links of affected topics, close the message by clicking X in the upper-right hand corner of the message.