Category Editor for Conversation Analyzer

The Conversation Analyzer feature transcribes recordings of calls, and provides analysis of those recordings. The analysis includes categorization of the processed text, and substitution and redaction of words and phrases in the transcript. Conversation Analyzer uses substitution and categorization rules in a categorization profile to analyze and categorize text.

To configure Conversation Analyzer, you must 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.

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 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. Each rule consists of a word or phrase and the party who 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 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, Conversation Analyzer may transcribe 'Basingstoke' as 'Beijing spoke'. Therefore you need to create rules that replace the incorrect word or words. Substitution rules also replace sensitive information such as credit card details. For information about managing substitution rules, see Substitution rules.