Category trend calculations
Category trends are calculated for all the relevant interactions in the project for the selected date range, regardless of user visibility.
Daily volume calculations for category trends
Daily volume is calculated in the context of the category definitions, which can include terms and phrases, and My Data Set filters. If the category definition includes a nested category that is published, the nested category is divided by the parent category to calculate daily volume.
Category performance
For trends, a category's performance reflects the percentage of hit interactions out of the relevant transcribed interactions, on a given date. In that calculation:
-
Hit interactions are all interactions that qualify for that category as matching both the category filter and terms.
-
The relevant interactions are either all transcribed interactions, or if a filter was created for that category, all transcribed interactions that match the filter.
For example, a category's filter can limit the minimum duration of an interaction to 3 minutes. In this case, the category's hit interactions are all interactions that are 3 minutes long or longer and also match the category's term definition. The category's performance is the relation of hit interactions to the total number of interactions that are 3 minutes long or longer - both of those that do and do not match the category's terms.
Let's assume, Speech Analytics processed 1,000 contact interactions on a given date.
-
900 interactions matched the category filter. The category performance will be based on these contact interactions.
-
300 out of those 900 interactions also matched the category's term definition. These 300 interactions are the hit interactions of the category.
The category performance on that date is (300/900)*100% = 33.3%.