18.2.2. Setting up Categories

Please note: For existing Insight users, in order to get access to these features you will need to be using the latest version of the Natterbox App. For more information about getting setup please speak to your Natterbox customer success manager. 

Introduction to Categories

Insight is designed to show you the calls that are of most importance to you through its category engine. This means, for example, that you’re able to ask Insight to show you all calls where:

• The customer has asked to cancel their contract

• The customer asked to speak to a senior manager

• The employee didn’t check to ensure they’d resolved the customer’s issue

During implementation, our team will work with you to devise which will make most sense for your business. We’ll recommend a number of predetermined categories that are likely to be useful to you and suggest that you also add some of your own categories that make sense to your business.

What kind of information can you put in a category?

At a simple level, categories can simply be programmed to activate whenever Insight hears one of several terms mentioned. This might be for a fairly generic concept such as “Unhappy Customer” which activates whenever the customer says any of the following words:

-angry, furious, irate, mad, livid, outraged, annoyed

This simple category design can of course be expanded to look for words, names or phrases that are specific to your company, such as the names of products that your company sells.

For example, you might create a category called “Product Mentioned” whenever the customer says any of the following:

• Book, DVD, Toy, Game, Health, Beauty

You can also ask Insight to activate a category when a certain word, phrase or statement is NOT mentioned.

For example, you might create a category called “Call Recording Alert” if the employee neglects to say “We record calls for training….”

You can also be more granular in what you’re looking for to cause a category to activate.

For example, you might create a category called “Correct Greeting” if you want to ensure your employees give a friendly, professional, company greeting when they answer the phone. Insight can be told to check if the employee:

• Says “Good morning”, “Good afternoon” or “Good evening’` followed by

• “This is {NAME} speaking from {COMPANY}” followed by

• “How can I help?”

• And they do this within the first 15 seconds of the call

The Pros and Cons of using many Categories

It is worth thinking carefully about which and how many categories to use when setting up Insight. If you have too few, you’re likely to find Insight won’t know which calls to pick out for you. If you have too many, it’s possible to get overloaded with false positives and less useful categories firing.

When implementing Insight, our team will recommend a number of predetermined categories that are likely to be useful to you and suggest that you also add some of your own. When doing this it’s a good idea to make sure that you don’t have any unwanted overlap between different categories as this can result in multiple categories firing when they recognise the same search query. Doing so is likely to lead to confusion when trying to sift through the calls that the Insight Search returns to you and won’t lead to Insights being returned to you in as accurate a manner.

Defining Categories

You can define and configure the criteria in which a call becomes flagged within Insight, these are referred to as Categories.

Within a Category you state what words and phrases you are (or are not) expecting and then state the basis in how you would expect it to trigger.

For example you could create a Category called “Troubleshooting” which will look for when your customers mention the terms “problem” or “issue”, so all calls which are support related could be grouped together for reporting on or investigation (using the Insight player).

Note, you can create as many categories as you like within Insight.

How to create a category

Category configuration is managed from within the Configure Insight page within the Natterbox App, you must also ensure that your user is either a Team Leader or Admin (the user’s permission level).

Once ready in order to create a new Category you must :

1. Navigate to the Configure Insight page

2. Click Add new category

1. Set a name under What do you want your category to be called?

2. Choose a language under What indicated language will this be in?

Note: you will need to ensure that the calls are being transcribed in the same language as set within the Record and Analyse component, otherwise the Category will not fire against your calls (see here for more)

Also, note: dialects aren’t listed in the Category you just need to select the matching language so for example, if you’re transcribing in the US English dialect you just need to make sure you’ve selected English as your language of choice in your Category.

Also you can select Multiple as an option, which is useful when searching for product names across multiple languages at once, otherwise it’s recommended to always pick the language calls being spoken in for accurate results.

1. Enter the Description of your category (this is not mandatory)

2. Configure your search criteria under What word(s) or phrase(s) are you looking for? (See here help configuring this)

Note: this is where you define what your category will look for. Any calls that match the words or phrases you add here will be flagged by Insight

1. Select which party on the call you want this category to search against, under What does this apply to?

Note you will have three options to choose from: 

• Agent : This refers to your agents, so the category will only look for words or phrases spoken by your agents. This is useful when you’re looking to see that your agents are following a script and are repeating mandatory words or phrases to your customers. 

• Customer : This refers to your customers calling in or being contacted, so the category will only look for words or phrases spoken by them. This can be useful when trying to determine customer satisfaction through the use of their words.

• Both parties : This is a combination of both parties on a call, note this is a default and is useful when you’re looking for mention of a particular thing on a call regardless of who said it

1. Set how you want this search to match during the conversation, undear Where does the match need to happen?

Note 

• Across multiple speaker turns : will check against a party’s entire conversation

• Within a single speaker turn : will check against a party’s single turn they spoke (before the party took over)

The former is the recommended default for general searching where finding a single utterance word or phrase no matter where it’s said is good enough to flag a call, such as the mention of a particular product regardless of its context.

The latter is helpful to narrow down the search when the proximity of the spoken words or phrases is key for context.

For example you may wish to flag all calls where a contract has ended, but the words “contract” and “ended” could be said at any point in a conversation without meaning a contract has come to an end. In this case it’s recommended to reduce the scope of the search to a single instance where one party member is speaking using the option Within a single speaker turn.

1. Set a time on when to perform the search within a call, under At what point in the call do we need to look for this?

Note the default option Anywhere in the call is recommended for general searching, but in the cases where you were looking something to be said at the start or end of a call, such as a particular greeting at the start of the call or mention of a survey before ending the call you will need to look to using the At the Beginning of the call and At the end of the call.

Choosing one of these options will give the option to set a time constraint

So for you example you may be looking for a particular kind of greeting to be said within the first five minutes of every call otherwise you wish to flag it: 

1. Click Save, you category will enabled for all calls where Insight has been enabled in the routing policy effective immediately

Note you can also create a Category using a template by clicking Create from Template, currently we just have one pre baked template for highlighting all instances of social media mentions (see more on this here).

Using Category Templates

A quick and easy way to get up and running with Insight is to use one of our pre-configured category templates. We offer a series of Template Categories which address some core use cases of Insight.

From the Configure Insight page, click Create from Template to see the list of available templates.

Clicking a template option will first open the edit model whereby you can actually tweak and change the configuration to your desired behaviour, once you’re happy click Save.

You can create copies of templates (provided you keep the name unique) and you can always go back to edit an existing saved template to change its criteria.

The available templates :

• Social Media Terms

• Appointment Discussions

• Cancellation Requests

• Discount Discussions

• Contract Discussions

• Purchasing

• Return Or Refund Discussions

• Credit Card and PCI Terms

• Quality

• Customer Service Call

• Customer Requests Escalation

• Lack of Response

• Customer Dissatisfied

• Customer Waiting Too Long

• Customer Emotion - Negative

• Customer Emotion - Positive

• Customer Emotion - Dissatisfied

• Call Outcome - Wrong Number

• Customer Disconnected

• Legal - Threat of Legal Action

• Legal - Legal Terms

• Recording - Compliance Statement

• Bad Language - English

• Bad Language German

• Bad Language French

• Bad Language Italian

• Bad Language Italian

Configuring your words and phrases search criteria

There’s a variety of ways to search for words and phrases within a conversation, the following will go through the expected syntax and their functions followed by some example cases.

Simple Queries

If you’re simply looking to flag calls where certain words and/or phrases are spoken, you can use a simple query to just list the words and phrases you’re expected to see.

All you need to do is list them as a comma separated list under the field What word(s) or phrase(s) are you looking for?.

Example - if you’re looking for indicators of customer dissatisfaction you could have a query that looked like this :

upset, annoyed, not happy, poor service, ridiculous, unacceptable

Then for all your calls going forward every call where one of these words or phrases were said the call would be flagged by Insight and you would see them become tagged with the “Customer Dissatisfaction” Category.

Complex Queries

If you’re looking to form a query which isn’t just looking for matching words or phrases but instead requiring a greater level of logic to create a sense of context around your calls, you can forge your own complex query using the logical operators we provide.

The complex filter logic follows boolean logic so you can combine rules to both match and specifically not match on words or phrases in the same query. To help keep track of how your queries will match your calls you could map out your advanced queries as a Logic Circuit to see whether it’s following the behaviour you desire, here is one such third party tool that can help visualise this.

This is very useful when you want to have categories which trigger on mandatory words and phrases such as greetings, or when you want to loosely match phrases so as not to miss any calls in your results as basic examples.

Important note, in order to produce a complex query, you must ensure all words and phrases are encapsulated with speech marks, otherwise you risk your category being misconfigured and failing to fire.

For example a query which says ‘cat OR mouse’ does not look for the word cat or mouse, but actually looks for an entire phrase ‘cat or mouse’.

In order to look for either word it must be a complex query which reads ‘ “cat” OR “mouse” ‘.

Below is a list of all our supported logical operators, you can also see here for examples on the usage.

Operators

Usage Examples

How to strictly match a category on a single phrase or word

Wrap your words or phrases within speech marks and without any other operators they will become a strict match only.

Examples

• “Natterbox” will match all instances that the word Natterbox is mentioned

• “Welcome to Natterbox” will match exactly this phrase, nothing less, nothing more

How to match a category on multiple phrases and/or words

Wrap each word or phrase within speech marks and separate them with commas.

Examples

• Monday, Tuesday, Wednesday

• “Monday”, “Tuesday”, “Wednesday”

• “Monday” OR “Tuesday” OR “Wednesday”

Note the above examples will all produce the same results, these are just the different ways of expressing the same query.

How to match a category only when all of the words or phrases always expected together

Use the AND operator in between each of your words or phrases to wish to make them all mandatory as part of a given match

Example

• “Good morning” AND “Goodbye” - this will fire on all calls whereby both phrases are said but won’t fire if one of them is missing

How to match a category on words or phrases that are not expected

Prefix each word or phrase with NOT

Example

• NOT “Goodbye” - will fire on all calls where goodbye was never said

In order to match on multiple words or phrases which are not expected you will need to start the query with NOT and then add each additional word or phrase within comma separated quotations. 

Example

• NOT “Car” , "Motor", "Vehicle" - will fire on all calls as long as ANY of the terms were not mentioned

So in this example if a conversation mentioned 'car' & 'motor' but didn't specify 'vehicle' then this category would fire as 'vehicle' is expected and missing.

Note at current time it's not possible to configure a query which fires only if ALL terms were found missing from a conversation i.e. NOT “Car” AND NOT ("Motor" AND "Vehicle").

How to match a category on variations of a word

Use the wildcard after a word or a partial word if you’re expecting to find variations of the word in question

Examples

• “Cancel*” - this will match on all words equal to or beginning with “cancel” including cancelled and cancellation

• “Website crash*” - this will match on “website crash”, “website crashing” and “website crashed”

• “I notice* that” - this will match on “I notice that” and “I noticed that”

How to match a category on a word, but filter out any negative uses of the word

After entering the word add AND NOT with each of your exceptions

Please note that the operator AND NOT can be used only once in a query

Examples

• “Cancel” AND NOT “not cancel”

How to match a category on a loose phrase

In order to loosely match a phrase where there could be varying words in between then use the extra words ‘/’ slash with the amount of words you’re willing to allow in between as a number following.

Note it's recommended to try and remove connecting words such as "is, the, a, was" from your search phrases where possible and use an extra words slash in it's place, this will ensure a greater amount of positive hits from your category.

Examples

• “Send brochure”/2 - This would match on variations such as “send me a brochure” and “send me one brochure”

How to match a category on groups of mandatory words and phrases

If you want to match by groups of words or phrases but not necessarily all of them at once, you can separate each group using brackets ‘()’.

Examples

• (“phone” AND “call”) OR (“SMS” AND “message”) - This will trigger on calls where “phone” & “call” were mentioned and when “sms” & “message” were mentioned but not necessarily both

Limitations

Maximum amount of allowed words when using the Extra Words operator (/)

10 words.

Maximum number of queries

No limit on the maximum amount of categories you have enabled for your organisation.

Maximum length of a single query

No character limit of the length of a single category query.

Operator Support

There’s currently no support for the OR NOT operator

FAQs

Why can’t I access the Configure Insight page?

If you’re seeing this message from the Natterbox App when accessing the Configure Insight page :

Confirm that your user is either an Admin or a Team leader and has an Insight license.

Why aren’t my calls appearing in Insight Search?

From the Record and Analyse component in your routing policies, ensure you have the correct Leg of the call being recorded, it is recommended to record both by selecting the both option.

When I set my language on the category, will it automatically translate the query into that language?

No, you will need to create the query in the same language, the language setting on the Category determines whether the Category will fire against a transcribed call of the same language.

When I make a change to a category, will it re-evaluate all my previous calls with the new category settings?

No, Categories will only ever trigger on newly made calls.

Can I apply a category to a subset of my users/calls?

Categories cannot be applied to only certain users.

But you can control on which calls you do and don't want to be processed by Insight, for example within your routing policy you could create a Record and Analyze component ahead of a specific Call Queue, plus you could also use the help of a Rules component within your Routing Policy to control when to execute the Record and Analyze component for Insight.

Why can’t I create a Category / access the Configure Insight page?

If you’re unable to create a new category or access the Configure Insight page in the Natterbox App, you may not have the correct permissions.

You must ensure that your user is either a Team Leader or Admin (the user’s permission level).

Why can’t I save my Category?

If you see the error message “Empty terms are not allowed. Please ensure that operators are correctly placed.” it’s because the search criteria should not end with any syntax that expects another word/phrase to follow or any quotations which don’t have a value inside.

For example when searching for multiple words or phrases, you can’t end the search criteria with a trailing comma or empty double quotations.

Why is my category not triggering calls where I would expect it?

Check your category’s search syntax, you may need to broaden the scope of the search.

Where to start :

1. If you’re using a complex query ensure your words and phrases are encapsulated by speech marks, otherwise your operators (i.e. NOT, AND) could be considered part of the phrase to look for

2. Extra Words operator - you may need to make your phrases more generic and expand the number of words allowed within a given phrase by adding a tailing ‘/’ with the number of words allowed

3. Wild card operator - you may need to add wildcards to your words to catch variation of said words by adding a tailing ‘*’

4. Check the word or phrases don’t contain spelling mistakes

5. If you’re looking for words which aren’t specific to a particular language such as product names, ensure the language setting is set to multiple

6. Check that the category is ‘active’ in the Insight Configuration page.

7. Check that the category language and the language the call was transcribed in match. If they do not, the category will not be applied to the call.

Why is my category triggering for loads of calls which aren’t relevant?

Check your category’s search syntax, you may need to restrict the scope of the search.

Where to start :

1. Extra Words operator - you may need to reduce the number of words allowed by reducing the number after the ‘/’

2. Reduce the speaker turn from the default which is the entire conversation, to single speaker turn if the words have more context in a single round a party is speaking rather than dotted throughout the whole call

3. Pick a particular party on the call to apply the Category to, either the customer or the agent rather than both members if it makes sense to as the default is both parties

4. Ensure the language is set to the specific language being spoken, as words are shared between family languages and may create false positives

How do the category settings influence which parts of the call will be searched for a match?

Natterbox Insight offers a lot of settings to tailor your categories to your needs. However, it can be confusing to work out how combinations of these settings can affect where the category looks in the call for a match. The below table details each of the settings and how they affect where the category searches for a match: