Interaction categories enable you to gain a more granular understanding of interactions by allowing you to understand the sequence and position of speech and text analytics elements, such as topics within a conversation. This capability further deepens the understanding about areas of improvement, recognition, and opportunity within interactions to better serve customers and employees.

Understand interaction categories

Learn about interaction categories.  

Work with an interaction category

Administrators and analysts build specific category criteria to uncover deep and detailed insights within interactions, targeting elements like topics or terms with precision.