Interaction Classification: Categories

During interaction classification, events and metadata are used to assign one or more categories to a interaction. Interaction classification takes place after an interaction is analyzed and events are identified. Category classification enables SpeechMiner to find interactions with specific characteristics when users request them, and to perform statistical analysis on groups of interactions based on their characteristics.

Categories are defined and managed in SMART using a variety of criteria:

• Events: Information about the types of topics and/or programs found in an interaction during analysis.
• Call content: Text found in interaction transcripts that are generated by SpeechMiner during interaction processing.
• Metadata: Information about an interaction that was received from the recording system (for example, the agent name or contact center).
• Program information: The name and type of program that was used to analyze the interaction.
• Other categories: Information about different categories that are already assigned to the interaction.

Related Topics

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