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The conversation analyzer The Conversation Analyzer feature transcribes recordings of calls, and provides analysis of those recordings. The analysis includes substitution and redaction of words or and phrases in the transcript, and categorization of the processed text. Conversation analyzer Analyzer uses substitution, redaction and categorization rules in a categorization profile to substitute analyse and categorize text.

To configure conversation analyzerConversation Analyzer, you must create a categorization profile. Within your categorization profile, you define rules that substitute any commonly mis-transcribed or mis-spelt words and phrases or redact any sensitive information, and add any categories you want conversation analyzer Conversation Analyzer to apply to transcripts.

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How do I create a categorization profile?

Use an existing profile as a starting point when creating a new categorization profile.

To create a categorization profile , go perform the following steps:

1. Go to https://cloudx.contact-world.net/callAnalytics/categorization, replacing cloudx with the cloud you are using.

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2. Alongside the profile you want to base your new categorization profile on, click Download and open the downloaded file in a text editor.

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2. Write your categorization, substitution and

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1. redaction rules in the text editor using the categorization expression language. For information about these rules and the categorization expression language, see Categorization profiles.
2. When complete and ensuring that the modified text compiles,

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Categorization rules

As part of transcribing recordings, conversation analyzer categorizes the textual contents of the transcript, by identifying specific words and phrases that correspond to defined categories. A category is a collection of rules, with each rule consisting of a word or phrase and the party who said that word or phrase. If the transcript contains the word or phrase and was spoken by the specified party, the transcript matches the category.

For example, you may want to track how polite your agents are when speaking with customers. Create a category of 'Politeness' that looks for phrases such as 'Please', 'Thank you' and 'You're welcome'. You may also want to ensure that agents are promoting a new product or service. You would need to create a specific category that identifies incidences of the agent saying the product's or service's name.

Substitution and redaction rules

Along with applying categorization rules to a conversation transcript, conversation analyzer applies substitution and redaction rules to refine the output:

• 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 'NewVoiceMedia' 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'.

Categorization expression language

Use the categorization expression language to define the categorization, substitution and redaction rules. For information about using the categorization expression language and various examples, see Categorization profiles.

Re-analyzing call recordings

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1. click Choose a file at the bottom of the screen. An Open dialog box appears. Locate and open your file. Click Upload at the bottom of the screen.
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How do I edit a categorization profile?

To edit a categorization profile, perform the following steps:

1. Go to https://cloudx.contact-world.net/callAnalytics/categorization, replacing cloudx with the cloud you are using.
2. Alongside the profile you want to edit, click Download and open the downloaded file in a text editor.
3. Edit your categorization, substitution and redaction rules in the text editor using the categorization expression language. For information about these rules and the categorization expression language, see Categorization profiles.
4. When complete and ensuring that the modified text compiles, click Choose a file at the alongside the profile you are editing. An Open dialog box appears. Locate and open your file. Click Upload alongside the profile you are editing.
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