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.
The categorization profile applies to the associated account. For information about where you can view the categorized recordings and refined transcripts, see Listening to, viewing, and commenting on interaction content.
Supervisors and administrators can manage profiles using Category Editor.
Supervisors and administrators can export to, restore from or create categorization profiles using JSON. However, we recommend using Category Editor for these tasks.
Analyzing transcripts
Conversation Analyzer analyzes transcripts in several steps:
- Conversation Analyzer identifies characters in the transcripts. Characters are either word or nonword characters. Characters from the Unicode categories, plus apostrophes, are word characters. Other characters are nonword characters and act as word separators. Nonword characters include !, £, $, %, ^, &, *, (, ), and -.
- Conversation Analyzer uses findings from step 1 to identify the individual words in the transcripts.
- Conversation Analyzer looks for words in the transcripts that match the rules in the categorization profile:
- Conversation Analyzer applies substitution rules first, replacing text if found.
- Conversation Analyzer tags the processed transcripts with the corresponding categories if found.
Profile name and language
Conversation Analyzer uses a call's Language and ConversationAnalyzerProfile data source values to identify the categorization profile to use to categorize and refine the call recording. To set the profile's name and language in Category Editor, use the Profile name field and the Language drop-down when creating a categorization profile. Both the Language and Profile name field values need to match the Language and ConversationAnalyzerProfile data source values to identify the profile. For information about how the Language and ConversationAnalyzerProfile data sources get their values, see Overview of Conversation Analyzer. For more information about creating profiles, see Managing categorization profiles.
Skip calls under
You can configure Conversation Analyzer to not process short calls. Short calls are those that are shorter than your configured threshold. This threshold is in seconds and is defined in the Skip calls under field when creating a categorization profile. For more information about creating profiles, see Categorization profiles#Managing categorization profiles.
The Skip calls under parameter is a single integer—in whole seconds only—and you can configure it for each categorization profile. By default, the Skip calls under value is set to 0 resulting in Conversation Analyzer processing all calls.