Why use categories?

A category is a user-defined content type that defines characteristics of a business issue. Because a category represents large numbers of interactions in the project, they are effective tools to understand, monitor, and control business issues. Categories can also be used to assess how subsets of interactions affect key metrics such as volume and trends.

Features of categories

User-defined

Categories are created by users from search criteria. Depending on the business issue they represent, categories can be as granular or as extensive in their scope, as needed.
Dynamic

Once you create a category, new interactions in the project that match the category definition are automatically assigned to it. The same interaction can be associated with more than one category.

What can you do with categories?

Once you create categories, you can use them to:

View and compare trend behavior— for different categories, or for categories and other content types
Analyze content