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

This process uses the following concepts to construct detailed criteria:

  • True/False – With Category Criteria, it is possible to specify whether the criteria 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 lets you decide how different operands (topics and terms) must be found, and how they relate to each other.
    • AND – Shows that two operands (topics and terms) must both be found or not found. For example, Topic A and Topic B must be found; it cannot be one or the other.
    • OR – Shows that either of the two operands (topics and terms) can be found or not found. For example, Topic A or Topic B can be found, it can be one or the other, or indeed both.
    • NEAR – Shows that one operand (topics or terms) must be found NEAR another operand (topic or term) within a pre-defined number of seconds (voice) or words (digital). The operands do not need to be in a specific sequence. For example, Topic A NEAR Topic B can be found, but also Topic B NEAR Topic A can be found, provided they are close to each other.
  • 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.

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