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 2^nd level categories for the highlighted top-level category.

Your Turn:

Your Turn:

It’s easiest to start completely from scratch, so click on the “ X “ icons on both of the top level categories to delete them.

Now that you have a completely blank application, you will want to start by making a top-level category.

Your Turn:

Your Turn:

Click the “ + “ icon to create a top-level category.

Then, name it “Client Call Back” and save it.

3. You will notice a leaf icon next to “Client Call Back”, this is because the category currently does not have any sub-categories.

Think of a tree with branches and leaves.

Your Turn:

Your Turn:

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”.

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.

Non-leaf levels make use of filters, while leaf levels make use of the phrases/terms themselves.

Filters: Rules that either include or exclude entire calls from being scored.
Phrases: Words that are either found or not found in a call and are highlighted when a call is reviewed.