Managing substitution rules

Category Editor enables supervisors and administrators to view, add, update, copy and delete substitution rules for a profile. You can create substitution rules for a profile even if it does not yet have any categories.

Viewing and editing substitution rules

In Category Editor, you can view and edit the substitution rules added to a profile. Each substitution rule has the following fields:

To view or edit substitution rules for a profile, perform the following steps:

1. Go to Category Editor.
2. In the All profiles list, click the profile you wish to view or edit substitution rules for. The profile window opens.
3. Click the Substitution rules item in the profile tree. The Substitution rules item expands, listing all available substitution rules. Additionally, the substitution rule table opens to the right of the profile tree.
4. Click a substitution rule you wish to view or make changes to. Click Save rule to finish. Alternatively, click Undo changes to revert your changes.

Adding  substitution rules

To add a substitution rule for a profile, perform the following steps:

1. Go to Category Editor.
2. In the All profiles list, click the profile you wish to view or edit substitution rules for. The profile window opens.
3. Click the Substitution rules item in the profile tree. The substitution rule table opens to the right of the profile tree.
4. In the substitution rule table, click Create new rule.
5. In the Search phrase field, add a rule string. This is the phrase Conversation Analyzer will look for in a transcript. For information about writing expressions, see Categorization expression language in Categorization rules.
6. In the Words between drop-down, select the number of words that can appear between the words in your expression.
7. In the Replace with field, add a rule string. This is the phrase Conversation Analyzer will replace the original phrase in a transcript with.
8. In the Speaker area, select who is expected to say the phrase you want to replace. You can choose the agent, the customer, or both.
9. Click Save rule. A message confirming your profile was updated appears.

Copying substitution rules

To copy a substitution rule, perform the following steps:

1. Go to Category Editor.
2. In the All profiles list, click the profile you wish to view or edit substitution rules for. The profile window opens.
3. Click the Substitution rules item in the profile tree. The substitution rule table opens to the right of the profile tree, listing all substitution rules available for your profile.
4. Click the ellipsis to the right of the substitution rule you wish to remove.
5. In the context menu, click Copy.                 
6. Adjust your settings in the Search phrase, Words between, Replace with and Speaker sections.
7. Click Save rule.
8. A message confirming your substitution rule was copied appears. The rule is added to the substitution rules table.

Deleting substitution rules

To delete a substitution rule, perform the following steps:

1. Go to Category Editor.
2. In the All profiles list, click the profile you wish to view or edit substitution rules for. The profile window opens.
3. Click the Substitution rules item in the profile tree. The substitution rule table opens to the right of the profile tree, listing all substitution rules available for your profile.
4. Click the ellipsis to the right of the substitution rule you wish to remove.
5. In the context menu, click Delete.  A message appears asking you to confirm the deletion.
6. Click Yes. The rule is deleted. A message confirming your profile was updated appears.