Category Editor enables supervisors and administrators to view, add, update, copy and delete substitution rules for a profile. You can create substitution rules for a profile even if it does not yet have any categories.
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| Field | Description |
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| Search phrase | The expression you want to look for and replace in a transcript. Use the categorization expression language to define it. Valid expressions need to follow a specified format. For information about writing expressions, see Categorization expression language in Categorization rules. |
| Words between | The number of words that can appear between the specified words in a phrase. |
| Replace with | The expression you want to replace the string in the Search phrase field with. |
| Speaker | Who should say the phrase in order for it to match the expression. The options are:
Each speaker appears with a different icon in the profile tree. |
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- Log 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 or edit substitution rules for. The profile window opens.
- Click the Substitution rules item in the profile tree. The substitution rule table opens to the right of the profile tree.
- In the substitution rule table, click Create new rule.
- In the Search phrase 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 Replace with field, add a rule string. This is the phrase Conversation Analyzer will replace the original phrase in a transcript with.
- In the Speaker area, select who is expected to say the phrase you want to replace. You can choose the agent, the customer, or both.
- Click Save rule. A message confirming your profile was updated appears.
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