Managing categorization profiles

Using the Category Editor area of Vonage Contact Center, supervisors and administrators can manage categorization profiles. They can can create, upload, export, edit, copy and delete the profiles.  

Adding a profile

To create a new profile in the account you are logged in to, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. To add a new profile, click Create new profile.
3. A new profile page appears. On the New tab, provide the following information:
   Profile name—type a name for your profile.
   Language—from the list, select the language for your profile.
   Skip calls under—type the number of seconds under which you do not want the calls to be transcribed.  
4. Click Save. Your profile is open for you to add categories, subcategories and substitution rules.

Uploading a profile

If you do not want to create a new profile from scratch, you can upload an existing one in JSON format. To add an existing profile, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. To upload a profile, click Create new profile.
3. A new profile page appears. Click the Upload tab.
4. Click Choose file, and browse for the JSON file containing the existing profile you wish to upload.
5. Click Upload.
6. A message confirming a successful import appears. You can now find your profile on the All profiles list on the Category Editor main page in VCC.

Alternatively, to replace an already existing profile, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. In the All profiles list, find the profile you wish to replace.
3. Click the ellipsis to the right of the profile. 
4. In the context menu, click Import.
5. Click Choose file, and browse for the JSON file with the profile you wish to import. Make sure that the file has the same name and language as the profile being replaced.
6. Click Upload.
7. A message confirming a successful import appears. You can now find your profile on the All profiles list on the Category Editor main page in VCC.

Copying a profile

If you want to create a profile similar to an existing one, rather than create one from scratch, you can copy a profile and adjust it to your needs. To copy an existing profile:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. In the All profiles list, find the profile you wish to copy.
3. Click the ellipsis to the right of the profile. 
4. In the context menu, click Copy.
5. Click Yes to confirm that you wish to copy the profile. 
6. A message confirming your profile was successfully copied appears. You can now find your profile on the All profiles list with a COPY_ prefix. All categories, subcategories, categorization and substitution rules are copied along with the profile.

Exporting a profile

To export an existing profile for editing directly in JSON or uploading to a different account, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. In the All profiles list, find the profile you wish to export.
3. Click the ellipsis to the right of the profile. 
4. In the context menu, click Export. The JSON file with your profile is saved to your default download location.

Updating an existing profile

In Category Editor, you can update the name, language and the Skip calls under value for a profile which has already been created. To edit an existing profile, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. In the All profiles list, find the profile you wish to export.
3. Click the ellipsis to the right of the profile you wish to update. 
4. In the context menu, click Edit.
5. Apply the changes in the Profile name, Language and Skip calls under fields as required. Alternatively, click the Upload tab to import an existing profile with the changes you want to make.
6. When finished, click Save to save your changes or Cancel to revert them.

Deleting a profile

Deleting a profile also removes all categories, subcategories and categorization rules associated with that profile. To delete an existing profile, perform the following steps:

1. Log in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
2. In the All profiles list, find the profile you wish to delete.
3. Click the ellipsis to the right of the profile you wish to remove. 
4. In the context menu, click Delete. A message to confirm whether to delete the profile appears.
5. To confirm deletion, click Yes .