Import Speech Analytics categories

Import categories created in Speech Analytics into Text Analytics. Importing predefined categories that focus on the same or related business issues avoids the need to create these categories from scratch. As these categories have been tried and tested for precision and recall, they need relatively little fine-tuning before activation in Text Analytics, saving valuable time.

In systems licensed with Interaction Analytics, having the same categories in both Speech and Text Analytics allows you to view trends and themes from speech and text interactions in parallel for accurate analytics data.

Category properties, operators, filters, and terms

  • Category properties:

    • If a category with the same name exists in Text Analytics, the imported category is prefixed with the phrase copy of -.

    • State is set to Inactive.

    • Color, $ Impact, and ranking are ignored.

  • Category filters: Advanced filters are ignored.

  • Category terms:

    • Very Important Terms and Important Terms are imported as terms.

    • Avoid Terms are ignored.

  • Operators in search queries:

    The following operators are ignored, and the terms associated with them are imported as terms:

    • [START:# of words] and [END:#of words]

    • NOTIN

    • A: (employee) and C: (customer)

Before you begin 

Make sure that you have access to the JSON file with the categories you exported from Speech Analytics.

Procedure 

  1. In either of the Analyze workspaces, click Additional Actions Additional Actions on the upper right of the workspace.

  2. Click Manage Categories.

  3. Click Import on the upper right.

  4. In the Import Categories wizard, click Browse, and select the JSON file (.json extension), with the categories exported from Speech Analytics.

  5. Click Import.

    The list of categories in the Manage Categories window is refreshed with the imported categories, and an import successful notification appears.

  6. To fine-tune or change the category definitions, do the following:

    1. Select the row with the category and then below Actions, click Edit Edit Category Definitions.

    2. Add filters or free-text search as required.

    3. Click Save As Category Save.

  7. To activate the category, do the following:

    1. Select the row with the category and then below Actions, click Edit Category Properties icon Edit Category Properties.

    2. In the Save As Category dialog that appears, select the Active option to change the state.

  8. To sync the category with the interactions that match the category definition, below Actions, click Reprocess.

Related topics 

Category management