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Applications Page
In this module, we will learn to build an application based on call backs and process calls through it to see the results.
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Here you can see the same applications such as the Agent Scorecard application, which were available on the Dashboard.
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Click on the “ + “ icon to create a new application
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Firstly, we can decide which company and organization we want to install this application onto.
Next, we are going to call this application “Call Backs”
Lastly, we want to link this application to folders.
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Copy the settings in these fields, and link to all available folders.
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2. You will see notifications on the progress of creating this blank new application; these will disappear shortly.
3. You return to the options menu by clicking on the icon here.
4. The “ X “ icon to the right allows you to delete applications.
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Next, we want to edit the structure and phrases of the “Call Backs” application.
Click the “cog” icon here.
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Categorization
When creating a blank application, some sample categories and phrases will be added automatically to help guide you.
These are top level categories. Think of it like a folder system on a computer; folders can contain other folders for further categorization.
These are 2nd level categories for the highlighted top-level category.
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It’s easiest to start completely from scratch, so click on the “ X “ icons on both of the top level categories to delete them.
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Now that you have a completely blank application, you will want to start by making a top-level category.
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Click the “ + “ icon to create a top-level category.
Then, name it “Client Call Back” and save it.
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3. You will notice a leaf icon next to “Client Call Back”, this is because the category currently does not have any sub-categories.
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Think of a tree with branches and leaves.
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Let’s add a couple sub-categories to Client Call Back by clicking the “ + “ icon here.
We will be naming these sub-categories “Difficulty” and “Waiting”.
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4. The sub-categories you added end up on the right column.
5. Notice the leaf icon has transitioned to the sub-categories now that “Client Call Back” is no longer a leaf level.
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Non-leaf levels make use of filters, while leaf levels make use of the phrases/terms themselves.
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Filters, Phrases, Terms
Let’s add some difficulty-related phrases to the “Difficulty” sub-category.
We will be looking for calls where the client is saying they are experiencing difficulty.
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Select the “Difficult” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases:
difficult*
have trouble~2
having trouble~2
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Your application should look like this now.
Let’s add phrases to the “Waiting” sub-category now.
We will be looking for calls where the client mentions that they have been waiting.
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Select the “Waiting” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases:
been waiting~2
waiting hold~2
wait hold~2
been hold~2
been holding~2
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Your application should look like this now.
Now let’s add Call Filters. These will ensure we only get results for the “Difficulty” and “Waiting” sub-categories if the call passes through the filter first.
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Select “Call Filters” and ensure you have the drop-down selected to “Client”, and then add the following phrases:
call back~1
calling back~1
Your application should look like this now.
The idea here is that only calls where the client mentions call backs will move onto the next step of categorization into “Difficulty” and “Waiting.”
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Lastly, let’s add a metadata filter to exclude any calls where the duration is too short or long.
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There are a variety of metadata filters to choose from, but we will be using the ”Call Duration” filter this time. Set the filter to only allow calls between 0:30 and 20:00.
When you finish, click ”Add” to add the metadata filter
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Metadata filters you add end up in the top section in green.
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Now that we have phrases and filters, let’s learn how to download this phrase library.
Open the drop-down menu and select “Download Phrases.”
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The downloaded .txt file contains the phrase for the current section only. You can upload this phrase library elsewhere if you wish and can edit the phrases manually directly in the .txt file as well.
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Let’s try processing this application on some calls to see what results we get.
Click on the “ X “ to return to the applications page.
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Processing/Re-processing
Any time a new application is created, or a change is made to an existing one, the application must be re-processed across a date range.
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Select the arrow icon to bring up the reprocess menu.
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Any time a new application is created, or a change is made to an existing one, the application must be re-processed across a date range.
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If available, click the “Click here” button
Check the “Update scores in the file JSON”
Select all available folders
Click the calendar icon to bring up the calendar
Select a date range
Click the “Queue” button
Once you queue the application reprocessing, the Application Jobs Queue window will automatically pop up showing you the progress of each reprocess.
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If you close the window and want to open it back up, you can click the sliders icon here on the applications screen.
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When the application finishes processing on one each folder, it will show as “Completed” in the Application Jobs Queue window.
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The data from the completed folders will show in the Dashboard even if other folders are still processing.
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From the Applications page, you can navigate quickly to the application results by selecting this icon.
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You will be returned to the Dashboard with the “Call Backs” application results automatically showing.
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Alternatively, you can return to the Dashboard Overview first by clicking the Dashboard button, and then selecting the “Call Backs” application.
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Application Results
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Select the “Files” view in the bottom section.
Select “All dates with data” from the date range menu
Check the box for “Client Call Back”
Click the “ + “ icon under ”Call Backs” to expand the menu
Once expanded, you can see that the only the “Client Call Back” category is selected, not the sub-categories beneath it; this simply means the displayed calls have phrases anywhere within the “Client Call Back” category.
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Since we only have one category selected, the AND/OR option serves no purpose.
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Check the box for “Difficulty” and take note of the number of results; in this case, they reduced from 74 down to 54.
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The reason the number of results dropped is because the options selected are requiring that calls also must contain phrases from the top-level category “Client Call Back”, as well as the second-level category ”Difficulty” (there may be overlapping results between “Difficulty” and “Waiting” if both are mentioned in the call.
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Let’s see if any calls contain phrases from both categories by checking the box for “Waiting”.
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In this case, there are no calls which contain phrases from both “Difficulty” and “Waiting”.
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You may want to analyze the data manually or use the data in a spreadsheet. Let’s uncheck the second-level category boxes here to show more calls.
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