SMART Hierarchy

SMART enables you to organize topics, programs and categories in a hierarchical manner. Topics and programs can be organized in folders and categories can include sub-categories.

For example, if your contact center is involved in sales campaigns and handles customer service interactions, you can create folders for each sales campaign and each type of customer-service issue.

The hierarchic organization of categories has an additional functional purpose. When a sub-category is assigned to an interaction by SpeechMiner, its parent category is automatically assigned to the same interaction. For example, if the Sales Campaign category has the sub-categories Spring Campaign and Summer Campaign, it will be assigned to an interaction whenever Spring Campaign is assigned to an interaction.

Procedure

1. In the Topic or Program Tree list, select the folder to which you want to add a sub-folder.
2. Click the .

A new folder is added under the selected folder.

3. Type a name for the new folder and press Enter.

Related Topics

SMART Overview
Programs
Topics
Categories

Procedure

1. In the Category Tree list, select the category to which you want to add a sub-category.
2. Click the .

A new category is added under the selected category.

3. Type a name for the new category and press Enter.

Important

If you add a subcategory to a category that includes conditions, the category becomes a parent category and its conditions are removed.

Related Topics

SMART Overview
Programs
Topics
Categories

Procedure

1. Click and drag the folder or subcategory to the target location.

Important

If you add a subcategory to a category that includes conditions, the category becomes a parent category and its conditions are removed.

Related Topics

SMART Overview
Programs
Topics
Categories