The conversation analyzer The Conversation Analyzer feature transcribes recordings of calls, and provides analysis of those recordings. The The analysis includes substitution categorization of the processed text, and substitution and redaction of words or and phrases in the transcript and categorization of the processed text. Conversation analyzer . Conversation Analyzer uses substitution and categorization rules in a categorization profile to substitute analyze and categorize text.
To configure conversation analyzerConversation Analyzer, you must create a categorization profile. Within your categorization profile, define rules that substitute any commonly mis-transcribed or spelt words and phrases and any categories you want conversation analyzer to apply to transcripts.
Creating a categorization profile
To create a categorization profile, go to https://cloudx.contact-world.net/callAnalytics/categorization, replacing cloudx with the cloud you are using. Click Download profile and open the downloaded file in a text editor. Using the information in the following sections, write your categorization and substitution rules in the text editor. When complete and ensuring that the modified text compiles, replace the original text with your modified text. Click Save.
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have one or more categorization profiles for your account. Categorization profiles consist of categories, subcategories, categorization rules and substitution rules.
Supervisors and administrators can create and manage categorization profiles in Category Editor area of Vonage Contact Center. For information about accessing Category Editor, see Accessing and finding your way around Category Editor.
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What are categorization profiles?
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 rules you provide. Using the substitution rules, Conversation Analyzer refines the transcribed text. For information about managing categorization profiles, see Categorization profiles.
What are categories and subcategories?
A category is a collection of subcategories, which in turn contain a series of rules. Categories represent the key aspects that you are looking for in calls. They could, for example, include Politeness, Compliance, Communication, Effectiveness, and Professionalism. Each category has one or more subcategories. Within the Politeness category, you could have a subcategory such as 'Thank client for calling'. The subcategory could look for phrases such as 'Please', 'Thank you' and 'You're welcome'. For information about managing categories and subcategories, see Profile categories and subcategories.
What are rules?
As part of transcribing recordings, conversation analyzer 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 subcategories, which in turn contain a series of rules, with each rule consisting . Each rule consists of a word or phrase and the party who said used 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:
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the category. For information about managing rules, see Categorization rules.
What are substitution rules?
Substitution rules replace words that are often incorrectly transcribed, 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,
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Conversation Analyzer may transcribe 'Basingstoke' as 'Beijing spoke
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. Therefore you need to create rules that replace the incorrect word or words.
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Substitution rules also replace sensitive information such as credit card details.
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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
If you change categorization or substitution rules, or both, your categorization profile, if enabled for your account, you can re-analyze the call recording. To do so, open the recording you want to re-analyze and click RE-ANALYZE CALL. Conversation analyzer will re-analyze the recording and updated information will be available after a few minutes. You will need to refresh the page.For information about managing substitution rules, see Substitution rules.
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