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