The Conversation Analyzer feature transcribes recordings of calls, and provides analysis of those recordings. The analysis includes substitution and redaction of words and phrases in the transcript, and categorization of the processed text. Conversation Analyzer uses substitution, redaction and categorization rules in a categorization profile to analyse and categorize text.
To configure Conversation Analyzer, you must create a categorization profile. Within your categorization profile, you define rules that substitute any commonly mis-transcribed or mis-spelt words and phrases or redact any sensitive information, and add any categories you want Conversation Analyzer to apply to transcripts.
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| If enabled for your account, you can configure Interaction Architect to tag individual calls with a language. Conversation Analyzer uses this language to transcribe a related call recording. You can also configure Interaction Architect to tag the calls with a categorization profile. Conversation Analyzer uses this profile to categorize recordings. For information about configuring Interaction Architect to tag calls with the language or categorization profile or both, see Setting the language and categorization profile for Conversation Analyzer call recording. |
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How do I create a categorization profile?
Use an existing profile as a starting point when creating a new categorization profile.
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- Go to https://***.newvoicemedia.com/CallCentre/callAnalytics/categorization, replacing *** with the correct subdomain for your region:
Insert excerpt _ExcerptVCCRegions _ExcerptVCCRegions nopanel true - Alongside the profile you want to base your new categorization profile on, click Download and open the downloaded file in a text editor.
- Write your categorization, substitution and redaction rules in the text editor using the categorization expression language. For information about these rules and the categorization expression language, see Categorization profiles.
- When complete and ensuring that the modified text compiles, click Choose a file at the bottom of the screen. An Open dialog box appears. Locate and open your file. Click Upload at the bottom of the screen.
How do I edit a categorization profile?
To edit a categorization profile, perform the following steps:
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