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To view or edit a categorization rule for a profile, perform the following steps:
- Go to Category EditorLog in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
- In the All profiles list, click the profile you wish to view rules for. The profile window opens.
- Click the category you wish to view rules for in the profile table or in the profile tree.
- Click the subcategory you wish to view rules for in the category table or in the profile tree. Available rules appear in the subcategory table.
- Click a rule you wish to view or make changes to.
- Click Save rule to finish. Alternatively, click Undo changes to revert your changes.
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To add a categorization rule for a profile, perform the following steps:
- Go to Category EditorLog in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
- In the All profiles list, click the profile you wish to add rules for. The profile window opens.
- In the profile table or the profile tree, click the category you wish to add rules to.
- In the category table or the profile tree, click the subcategory you wish to add rules to. The subcategory table opens.
- Click Create new rule.
- In the Expression field, add a rule string. This is the phrase Conversation Analyzer will look for in a transcript. For information about writing expressions, see Categorization expression language in Categorization rules.
- In the Words between drop-down, select the number of words that can appear between the words in your expression.
- In the Speaker area, select who is expected to say the phrase for it to match the rule. You can choose the agent, the customer, or both.
- Click Save rule. A message confirming your profile was updated appears.
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You can copy a categorization rule and adjust it to your needs, rather than create a new one from scratch. To copy a categorization rule, perform the following steps:
- Go to Category EditorLog in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
- In the All profiles list, click the profile you wish to copy rules for.
- The profile window opens.
- In the profile table or the profile tree, click the category you wish to copy rules for.
- In the category table or the profile tree, click the subcategory you wish to copy rules for.
- The subcategory table appears listing all rules available for it.
- Click the ellipsis to the right of the rule you wish to copy. In the context menu, click Copy.
- Adjust your settings in the Expression, Words between and Speaker sections.
- Click Save rule.
- A message confirming your categorization rule was copied appears. Your rule is added to the subcategory table.
Deleting categorization rules
- Go to Category EditorLog in to the VCC Admin Portal and go to Category Editor (within Administration). Category Editor appears.
- In the All profiles list, click the profile you wish to delete rules for.
- The profile window opens.
- In the profile table or the profile tree, click the category you wish to delete rules for.
- In the category table or the profile tree, click the subcategory you wish to delete rules for.
- The subcategory table appears listing all rules available for it.
- Click the ellipsis to the right of the rule you wish to remove. In the context menu, click Delete.
- A message appears asking you to confirm the deletion. Click Yes.
- The rule is deleted. A message confirming your profile was updated appears.