Work with an interaction category

AI-generated summary

Genesys Cloud provides a sophisticated interaction category system that enables organizations to analyze and categorize both voice and digital customer interactions, with a maximum of 500 categories per organization. The platform supports three category types (Voice-only, Digital-only, or Both) and requires specific licenses including Genesys Cloud EX or CX with appropriate add-ons, along with Speech and Text Analytics permissions. The categorization system utilizes conditions, operators, and operands to classify interactions. Conditions function as TRUE statements to tag interactions containing specific operands or FALSE statements to exclude them. Three primary operators govern operand relationships: AND (requiring both operands present), OR (allowing either operand), and NEAR (specifying operands within predetermined proximity measured in seconds for voice or words for digital interactions). Three types of operands—parenthesis, topic, and term—allow for detailed criteria definition. Technical constraints include a 20-operand limit per category and three levels of parentheses maximum. Operators cannot be mixed at the same parenthetical level, though nested parentheses enable complex logic such as "Topic A AND Topic B AND (Topic C OR Topic D)." Topic operands identify whether specified topics must be found or excluded from interactions, with configurable occurrence thresholds and position parameters. Term operands detect specific text strings (maximum) that must be found or excluded, with participant-level filtering options designating whether terms originate from internal agents, external customers, or both parties. Position settings enable precise control over term placement within interactions, measured in seconds for voice and words for digital interactions, allowing analysis from interaction start, end, or both boundaries. When using the NEAR operator, the first operand must be set to "Found" status while the second operand can be configured as either "Found" or "Not Found." Setting position parameters to zero enables full interaction analysis without temporal restrictions. Users implement categories through a structured process that includes analyzing business needs, determining interaction types, gathering examples, and defining appropriate criteria before publishing. The platform's interface allows for easy creation, editing, and copying of categories through Admin > Quality or Menu > Conversation Intelligence > Speech and Text Analytics. Organizations can create new categories by selecting the interaction type, defining conditions using the Criteria tab, and specifying operands that determine which interactions associate with each category. All changes are published to activate categories or discarded to revert modifications. These categorization features facilitate systematic interaction analysis for quality assurance, compliance, and customer experience optimization purposes

PrerequisitesClick to expand

Interaction categories provide insight about the reasons behind customer calls. For more information, see Understand interaction categories.

Interaction categories appear in the Interaction details view. For more information, see View an interaction’s details.

When you work with interaction categories, you can create and manage categories and you can work with conditions, operators, and operands. The following sections describe how to use categories and include use case examples.

Create an interaction categoryClick to expand

Analyze your business needs.
- Decide the type of interactions to recognize.
- Determine the type of interactions that the business issue generates by listening to existing interactions about the subject or similar subjects, reading emails that relate to them, and consulting agents who interact with customers. For example, for a customer service topic, the set of relevant interactions can include only incoming interactions about help and assistance.
- Verify the possible reasons for the interactions (for example, a specific campaign, customer service, sales opportunities, and so on).
- Gather examples of the types of interactions that you are interested in, to determine the best way to structure the category.
Click Admin > Quality, and select Interaction Categories.
Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Categories.
Click Create Category.
Enter a category name and description in the fields provided.
Select one of the following category types. Selecting a category type controls the criteria measurement used (for example, seconds for voice and words for digital).
- For Voice – Only search for voice interactions.
- For Digital – Only search for digital interactions.
- For Both – Search for both voice and digital interactions.
Select the Criteria tab, and verify that the Criteria Preview option is off.
Select a condition and operator from the lists provided, and click the menu to select an operand that defines the conditions to meet for an interaction to associate to the category. For more information, see the Conditions, Operators, and Operands sections below.
Click Publish to save and activate the new category.

Note: Click Discard changes to delete the interaction category, and return to the Interaction Categories list.

Edit an interaction categoryClick to expand

Click Admin > Quality, and select Interaction Categories.
Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Categories.
Click the name of the category that you want to edit.
Change one of the following configurations:
- Name
- Description
- Category type
Select the Criteria tab, and change, add, and delete one or more conditions. For more information, see the Conditions, Operators, and Operands sections below.
Click Publish to save your changes.

Notes:

Click Discard changes to revert the category to its original form.
An organization can have a maximum of 500 categories.

Copy an interaction categoryClick to expand

Click Admin > Quality, and select Interaction Categories.
Click Menu > Conversation Intelligence > Speech and Text Analytics > Interaction Categories.
Click the name of the category that you want to copy.
Click Copy.
Change one of the following:
- Name
- Description
- Category type
Select the Criteria tab, and change, add, and delete one or more conditions. For more information, see the Conditions, Operators, and Operands sections below.
Click Publish to save and activate the new category.

Note: Click Discard changes to delete the interaction category, and return to the Interaction Categories list.

ConditionsClick to expand

Condition	Description
TRUE	Choose the TRUE condition to tag an interaction that must contain a specific operand. For example, select TRUE if you want to locate every interaction including Topic A and Topic B.
FALSE	Select the FALSE condition to tag an interaction that does not include a specific operand. For example, select FALSE if you want to find every interaction that does note include Topic A and Topic B.

OperatorsClick to expand

Category operators empower you to determine how an operand should be located and how they interrelate.

Notes: 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.

Operator	Description
AND	Signifies that both operands must be found or not found. For instance, when employing a TRUE condition, Topic A AND Topic B must both exist.
OR	Denotes that either one or both operands can be found or not found. For example, with a TRUE condition, Topic A or Topic B can exist in the same interaction, or either one can exist independently.
NEAR	Specifies that one operand must be found NEAR another operand within a predetermined number of seconds (in voice) or words (in digital). The operands do not require a specific sequence. For instance, Topic A NEAR Topic B can be found, and as Topic B is near Topic A, provided they are proximate to each other. Note: When using NEAR, the second operands position is not based on the entire interaction, but rather its position to the first operand.

Operator

Description

AND

Signifies that both operands must be found or not found. For instance, when employing a TRUE condition, Topic A AND Topic B must both exist.

Denotes that either one or both operands can be found or not found. For example, with a TRUE condition, Topic A or Topic B can exist in the same interaction, or either one can exist independently.

NEAR

Specifies that one operand must be found NEAR another operand within a predetermined number of seconds (in voice) or words (in digital). The operands do not require a specific sequence. For instance, Topic A NEAR Topic B can be found, and as Topic B is near Topic A, provided they are proximate to each other.

Note: When using NEAR, the second operands position is not based on the entire interaction, but rather its position to the first operand.

OperandsClick to expand

There are three types of operands (parenthesis, topic, and term). You can adjust the specific settings of an operand to gain more control over conditions and operators. Also, you can control the number of times operands must be found and specify where those operands must be found.

Notes:

You can change the specific settings of an operand to exert more control over the criteria. This behavior allows you to specify the number of times operands must be found and where those operands must be found.
A category criteria can have a maximum of 20 operands.
A criteria can have a maximum of three levels (parentheses).

(…) Parenthesis

Opens a new subgroup of conditions and operands evaluated as a unit.

Topic

A topic operand indicates that a topic must be found (or not found) in an interaction for the interaction to be assigned to a specific category.

Option	Description
Type	Verify that the Topic is selected.
Topic	Select the topic that must be found (or not found).
Occurrence	Found at least: The minimum number of times a topic must be found for the operand to be true. If the minimum is not met, the system proceeds as if the topic was not found. Not found: The topic must not be found for the operand to be true. It locates interactions that do not include the specific topic. Note: When working with a NEAR operator the first operand must be set to Found, the second operand can be set to Found or Not Found.
Position for Voice (seconds) or Digital (words)	From: This setting indicates the earliest position in the interaction at which the topic should be found. For example, 20 seconds from the start of an interaction means that the criteria will only consider the topic if it appears after the first 20 seconds of the interaction. To: This setting indicates the latest position in the interaction at which the preceding topic should be found. For example, 20 seconds from the end of an interaction means that the criteria only consider the topic if it appears before the last 20 seconds of an interaction. Seconds/Words from start of the interaction: The number of seconds or words from the beginning of the interaction at which the topic should be found. Seconds/Words from end of the interaction: The number of seconds or words from the end of the interaction at which the topic should be found. If you define 0 seconds from the start of the interaction, and 0 seconds from the end of the interaction, the entire interaction will be analyzed.

Term

A term operand indicates that a term must be found (or not found) in an interaction for the interaction to be assigned to a specific category.

Option	Description
Type	Verify that the term is selected.
Term	Type the term that must be found (or not found). Note: The term cannot be longer than 120 characters.
Participant	Internal: This setting indicates that the system should only locate the term if an agent says or writes it. External: This setting indicates that the system should only locate the term if a customer says or writes it. Both: This setting indicates that the system should locate the term when either an agent or a customer says or writes it, or when both do so.
Occurrence	Found at least: The minimum number of times a term must be found for the operand to be true. If the minimum is not met, the system proceeds as if the term was not found. Not found: The term must not be found for the operand to be true. It locates interactions that do not include the specific term. Note: When working with a NEAR operator the first operand must be set to Found, the second operand can be set to Found or Not Found.
Position for Voice (seconds) or Digital (words)	From: This setting indicates the earliest position in the interaction at which the term should be found. For example, 20 seconds from the start of an interaction means that the criteria will only consider the term if it appears after the first 20 seconds of the interaction. To: This setting indicates the latest position in the interaction at which the preceding term should be found. For example, 20 seconds from the end of an interaction means that the criteria only considers the term if it appears before the last 20 seconds of an interaction. Seconds from start of the interaction: The number of seconds or words from the beginning of the interaction at which the term should be found. Seconds from end of the interaction: The number of seconds or words from the end of the interaction at which the term should be found. If you define 0 seconds from the start of the interaction, and 0 seconds from the end of the interaction, the entire interaction will be analyzed.

Interaction category example 1Click to expand

Interaction category example 2Click to expand

Interaction category example 3Click to expand

Interaction category example 4Click to expand

The following two expressions instruct the system to search for interactions in which the customer did not mention any of the following: Bad Experience, Dissatisfaction, Customer Complaint

(Not Found Topic Customer Complaint) AND (Not Found Topic Bad experience) AND (Not Found Topic Customer Dissatisfaction)

Click the image to enlarge.

NOT (Topic Customer Complaint or Topic Bad Experience or Customer Dissatisfaction)

Click the image to enlarge.

Interaction category example 5Click to expand

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Condition

Description

TRUE

Choose the TRUE condition to tag an interaction that must contain a specific operand. For example, select TRUE if you want to locate every interaction including Topic A and Topic B.

FALSE

Select the FALSE condition to tag an interaction that does not include a specific operand. For example, select FALSE if you want to find every interaction that does note include Topic A and Topic B.

Operator	Description
AND	Signifies that both operands must be found or not found. For instance, when employing a TRUE condition, Topic A AND Topic B must both exist.
OR	Denotes that either one or both operands can be found or not found. For example, with a TRUE condition, Topic A or Topic B can exist in the same interaction, or either one can exist independently.
NEAR	Specifies that one operand must be found NEAR another operand within a predetermined number of seconds (in voice) or words (in digital). The operands do not require a specific sequence. For instance, Topic A NEAR Topic B can be found, and as Topic B is near Topic A, provided they are proximate to each other. Note: When using NEAR, the second operands position is not based on the entire interaction, but rather its position to the first operand.

Operator

Description

AND

Signifies that both operands must be found or not found. For instance, when employing a TRUE condition, Topic A AND Topic B must both exist.

Denotes that either one or both operands can be found or not found. For example, with a TRUE condition, Topic A or Topic B can exist in the same interaction, or either one can exist independently.

NEAR

Note: When using NEAR, the second operands position is not based on the entire interaction, but rather its position to the first operand.

Option

Description

Type

Verify that the Topic is selected.

Topic

Select the topic that must be found (or not found).

Occurrence

Found at least: The minimum number of times a topic must be found for the operand to be true. If the minimum is not met, the system proceeds as if the topic was not found.

Not found: The topic must not be found for the operand to be true. It locates interactions that do not include the specific topic.

Note: When working with a NEAR operator the first operand must be set to Found, the second operand can be set to Found or Not Found.

Position for Voice (seconds) or Digital (words)

From: This setting indicates the earliest position in the interaction at which the topic should be found. For example, 20 seconds from the start of an interaction means that the criteria will only consider the topic if it appears after the first 20 seconds of the interaction.

To: This setting indicates the latest position in the interaction at which the preceding topic should be found. For example, 20 seconds from the end of an interaction means that the criteria only consider the topic if it appears before the last 20 seconds of an interaction.

Seconds/Words from start of the interaction: The number of seconds or words from the beginning of the interaction at which the topic should be found.

Seconds/Words from end of the interaction: The number of seconds or words from the end of the interaction at which the topic should be found.

If you define 0 seconds from the start of the interaction, and 0 seconds from the end of the interaction, the entire interaction will be analyzed.

Option

Description

Type

Verify that the term is selected.

Term

Type the term that must be found (or not found). Note: The term cannot be longer than 120 characters.

Participant

Internal: This setting indicates that the system should only locate the term if an agent says or writes it.

External: This setting indicates that the system should only locate the term if a customer says or writes it.

Both: This setting indicates that the system should locate the term when either an agent or a customer says or writes it, or when both do so.

Occurrence

Found at least: The minimum number of times a term must be found for the operand to be true. If the minimum is not met, the system proceeds as if the term was not found.

Not found: The term must not be found for the operand to be true. It locates interactions that do not include the specific term.

Note: When working with a NEAR operator the first operand must be set to Found, the second operand can be set to Found or Not Found.

Position for Voice (seconds) or Digital (words)

From: This setting indicates the earliest position in the interaction at which the term should be found. For example, 20 seconds from the start of an interaction means that the criteria will only consider the term if it appears after the first 20 seconds of the interaction.

To: This setting indicates the latest position in the interaction at which the preceding term should be found. For example, 20 seconds from the end of an interaction means that the criteria only considers the term if it appears before the last 20 seconds of an interaction.

Seconds from start of the interaction: The number of seconds or words from the beginning of the interaction at which the term should be found.

Seconds from end of the interaction: The number of seconds or words from the end of the interaction at which the term should be found.

If you define 0 seconds from the start of the interaction, and 0 seconds from the end of the interaction, the entire interaction will be analyzed.

Work with an interaction category

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Work with an interaction category

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