Understand interaction categories

Interaction categories enable administrators to create criteria using Boolean logic, categorizing interactions based on whether they meet these conditions. The flexibility to build criteria at multiple levels allows users to ask both simple and highly complex questions about interactions and categorize them accordingly.

This process uses the following concepts to construct detailed criteria:

  • True/False:
    Category criteria allow specifying whether the conditions must be TRUE or FALSE to categorize an interaction. For example, you can assign a category to every interaction where the criteria are TRUE, such as when both Topic A and Topic B are present. Conversely, you can assign a category to interactions where the criteria are FALSE, such as when Topic A and Topic B are not present.
  • AND/OR/NEAR:
    Category criteria let you decide how different operands (topics and terms) must be found and how they relate to each other:
    • AND: Both operands (topics and terms) must be found or not found. For example, both Topic A and Topic B must be present; one cannot be without the other.
    • OR: Either operand (topics and terms) can be found, or both. For example, either Topic A or Topic B can be found, or even both.
    • NEAR: One operand (topic or term) must be found near another operand within a predefined number of seconds (voice) or words (digital). The operands don’t need to appear in a specific order. For example, Topic A NEAR Topic B and Topic B NEAR Topic A are both valid as long as they are close to each other.
Notes:
  • You can change the specific settings of an operand to exert more control over the criteria. Changing the settings allows you to specify the number of times operands must be found and where those operands must be found.
  • The NEAR operator only allows you to use two operands. Also, the first operand in the criteria must be set to Found, and the second operand can then be set to Found or Not Found.
  • Mixing operators at the same level, such as in a single set of parentheses, is not possible. If AND is selected at the parentheses level, all operands within that parentheses use AND. It is possible to change the operator by adding more parentheses. For example: Topic A and Topic B and (Topic C or Topic D). In this example, Topic A must be found, Topic B must be found, and at least one of Topic C or Topic D must be found.
  • A category criteria can have a maximum of 20 operands.
  • A criteria can have a maximum of three levels (parentheses).
  • An organization can have a maximum of 500 categories.
  • Call and digital transcripts are limited to 1MB.
  • Categories cannot be used to tag historical interactions.

For more information about how to create an interaction category, see Work with an interaction category.