Categories

A form category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. is a structural component that contains a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of questions. A category must include at least one question. A category can include questions of the same type (for example, all Yes/No questions), or a mixture of different types of questions.

Each category has its own name, scoring method, scoring parameters, and the option to display the category score to the user. You can include a comment and/or instruction field for collecting additional input, and choose whether to collapse or hide the category by default.

The way the category appears when the form is filled in is also configurable. The category can be configured to appear collapsed, expanded, or hidden. The category can be configured to only be shown depending on the way another form question was answered, or based on a value in the form custom data fields. For more information, see Visibility rules.