A categorization profile contains categories and subcategories for the Conversation Analyzer feature. Conversation Analyzer uses the profile to categorize transcripts of call recordings. The profile also contains any substitution and redaction rules you provide. Using the substitution and redaction rules, Conversation Analyzer refines the transcribed text.
The categorization profile applies to the associated account. For information about where you can view the categorized recordings and refined transcripts, see Listening to and commenting on a call an audio recording.
Categorization profiles are written in JavaScript Object Notation (JSON). For information about JSON, see https://www.json.org/.
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name(a name/value pair)language(a name/value pair)skipCallsUnder(an integer)categories(an array of category objects).
Each category consists of the following:name(a name/value pair)rules(an array of one or more categorization rule objects).Info Not used.
subcategories(an array of one or more subcategory objects).
Each subcategory consists of the following:name(a name/value pair)rules(an array of one or more categorization rule objects).
Each categorization rule object consists of the following:partyexpression
subcategories(an array of one or more nested subcategory objects).Info Not used.
substitution(an array of substitution rule objects).
Each substitution rule consists of the following:- party (a name/value pair)
- find (a name/value pair)
replace(a name/value pair)
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Conversation Analyzer analyzes transcripts in several steps:
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The categorization expression language describes the format of an expression. The language supports simple expressions where the presence of the exact word or phrase would result in a match. For information about the categorization expression language, see Categorization expression language.
Substitution and redaction rules
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- Substitution rules replace commonly mis-transcribed words and improve the spelling of words. You will most likely require these rules for proper nouns, such as place, company or product names. For example, Conversation Analyzer may transcribe 'Basingstoke' as 'Beijing spoke', or 'Vonage Contact Center' as 'new voice media'. Create rules that replace the incorrect word or words.
- Redaction rules replace sensitive information such as credit card details. Redaction rules are specific type of substitution rules in that instead of using them to refine and clarify phrases in the transcript output, you use them to obscure the content. Use a redaction rule to replace specified text with text such as '(redacted)', '(removed)', or 'xxxxxxxxxxxxxx'.
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The categorization expression language describes the format of the value in the find name/value pair. The language supports simple values where the presence of the exact word or phrase would result in a match. For information about the categorization expression language, see see Categorization expression language.
replace
The replace name/value pair in a rule defines the text that will replace the found text.
Applying substitution and redaction rules result in Conversation Analyzer modifying transcript text. Because of this, you must take extra care when writing your rules. For more information about substitution rules, see Substitution and redaction rules continued.
Categorization expression language
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Valid expression and find values contain only alphanumeric, apostrophe and space characters; that is, values can contain spaces (U+0020), apostrophes (U+0027), and characters from the following Unicode categories:
Unicode Category Name | Description |
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| Ll | Letter, Lowercase. For example, a-z, ᵯ, ḅ, ṥ, ở, ﬓ |
| Lu | Letter, Uppercase. For example, A-Z, Ý, Ŧ, Ǣ, Щ, 𝕐 |
| Lt | Letter, Titlecase. For example, Dž, ᾎ, ᾟ, ᾭ |
| Lo | Letter, Other (e.g. ª, ܗ, 爨) The Mongolian Letter "Manchu Ali Gali Lha" (U+18AA,) is not allowed within expression and find values. This character is used internally within the categorisation engine. If the character appears within spoken text, conversation analyzer treats the character as an apostrophe. |
| Lm | Letter, Modifier. For example, ʰ, ᵓ, 〲, ꟹ |
| Mn | Mark, Nonspacing. For example, ុ, ᜴ |
| Nd | Number, Decimal Digit. For example, 0-9, ۳, ૮, ๗ |
| Pc | Punctuation, Connector. For example, _, ‿, ⁀, ⁔, ︳, ︴, ﹍, ﹎, ﹏, ＿ This category includes ten characters; the most commonly used is the LOW LINE character (_), u+005F. |
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Wildcard | Description | Example expressions | Details | ||||||||
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? | Wildcard representing one character | Each ? represents one character. | |||||||||
wh? | The following words will match the example expression: "who" and "why". For an example of an expression using the | ||||||||||
wh?? | The following words will match the example expression: "what", "when", "whom". For an example of an expression using the ?? wildcard, see see Example 5. Expression using the ?? wildcard. | ||||||||||
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| sit* | The following words will match the example expression: "sit", "sits", "sitting". For an example of an expression using the * wildcard, see Example 3. Expression using the * character wildcard.
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# | Wildcard representing one numeric character | ### | Only digits will match the example expression, not text. Text containing "123" will match the example expression but text containing "one two three" will not. For an example of an expression using the | ||||||||
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| cat * mat | The following phrases will match the example expression: "cat mat", "cat sits on the mat", and "cat always sits happily on the mat". For an example of an expression using the
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~N | Represents the number of words that can appear between the specified words in a phrase | cat mat ~4 | A phrase that contains N or fewer words between the specified words will match the example expression. The following phrases will match the example expression: "cat mat", "cat sits on the mat", and "cat always sits on the mat". For an example of an expression using the
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expression examples
Example 1. Simple expression
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