This guide helps you understand and effectively use the user-defined categories feature of AI-powered call analysis in the CX Insights application. With this feature, you can tailor your call analyses to your operation's specific workflows and obtain analyses based on the categories you define instead of the AI's automatic categories.
Accessing the AI Analysis menu
Follow the steps below to access the user-defined category management feature:
Go to the System Administrator menu.
Open the AI Navigator menu.
Under the AI Navigator menu, click the AI Analysis submenu. This menu is the third one, following the Agent Assist and AI Quality Management menus.
CX Insights profile management
When you open the AI Analytics page, you see a table listing the existing reporting AI tool profiles. There can only be one CX Insights profile in the system.
Profile table overview
The profile table includes the following information:
Column | Description |
Profile Name | The name given to the profile by the user. |
Application | Specifies which application the profile is for. Only the "CX Insights" option is available in this field. |
Creation Date | The date and time the profile was created (in DD.MM.YYYY HH:MM:SS format). |
Last Update | The date and time the profile was last updated (in DD.MM.YYYY HH:MM:SS format). |
Status | Indicates whether the profile is active or inactive. |
The following action buttons are located at the top of the table:
Button | Description |
Search | Used to search for words within profile names. |
New | Used to create a new CX Insights profile. |
Refresh | Used to refresh the profile table with current data. |
The [...] (three dots) menu on the right side of each profile row contains additional actions that can be performed on the profile:
Action | Description |
Edit | Used to edit the existing profile. |
Manage Categories | Opens the category definition menu. |
Delete | Used to delete the existing profile. |
Creating a new profile
To create a new CX Insights profile:
Click the New button above the profile table.
In the Profile Settings window that opens, the Application Type Selection screen appears as the first step. Select the CX Insights application here.
Click the Continue button.
You are redirected to the Settings screen. Fill in the following fields on this screen:
Status: A toggle (switch) with "Active" and "Inactive" options. "Active" is selected by default. If you do not want to use the CX Insights feature, you can set this switch to "Inactive".
Profile Name: Enter a name for the profile. This field is mandatory.
Analysis Scope: Determine the scope of the analysis. Details
Category Creation Method: There are two radio button options. This field is mandatory, and only one can be selected:
AI-Based: Categories are created automatically by artificial intelligence only.
User-Defined: Categories are formed only based on the settings you create.
The flow changes based on your Category Creation Method selection:
AI-Based: Click the Save button to create the profile. The window closes after the profile is created.
User-Defined: Click the Save button to create the profile. The window closes after the profile is created. Click Manage Categories to access the category table and start creating your categories. Your profile becomes active as soon as you have at least one valid category, and it starts analyzing the calls within the scope according to the categories you created.
Note: If a CX Insights profile already exists in the system, the new profile addition area appears disabled. When you hover over it, an informational message with the following warning is displayed: "A CX Insights profile already exists in the system. There can only be one CX Insights profile in the system."
Editing a profile
To edit an existing CX Insights profile:
In the profile table, click the three-dot menu in the row of the profile you want to edit.
Select the Edit option from the menu that opens.
The profile editing screen opens. On this screen, you can change the profile name and status.
You can also edit the Category Creation Method field. However, this change takes effect from the moment it is made and does not affect previous analyses.
When you change the Category Creation Method field, a confirmation window opens:
AI-Based > User-Defined transition: A modal appears with the following warning message: "If you select this method, CX Insights will analyze calls only according to valid categories and subcategories created by the user."
User-Defined > AI-Based transition: A modal appears with the following warning message: "If you select this method, CX Insights will start analyzing according to categories automatically created by LLM. All your previously created categories will be lost."
If you selected the User-Defined method, the Manage Categories button appears below the profile settings. Click this button to go to the category management page. If you select the AI-Based method, this button does not appear.
After making your changes, click the Save button.
Deleting a profile
To delete an existing CX Insights profile:
In the profile table, click the three-dot menu in the row of the profile you want to delete.
Select the Delete option from the menu that opens.
Click the Delete button in the confirmation window that opens to confirm the deletion.
Category management - user-defined categories
If you selected the User-Defined option as the Category Creation Method when creating your CX Insights profile, or if you switched to this option on the profile editing screen, you need to define the categories and subcategories to be used in your call analyses.
Accessing the category page
To access the category management page:
In the profile table on the AI Analytics page, click the three-dot menu in the row of the CX Insights profile that uses the User-Defined method.
Select the Manage Categories option from the menu that opens.
Category page overview
The category page lets you manage the main categories you have defined and the subcategories linked to these categories. When the page first opens, if no categories have been created yet, the following empty state description appears: "For CX Insights analysis to begin, you need to create at least one valid main category and one valid subcategory."
At the top of the page, there is a Create Category button. You can create a new main category by clicking this button. An Import button is also available.
Below, there is a table listing the categories you have created. This table includes the following columns:
Column | Description |
Name | The name of the main category. |
Created By | The user who created the category. |
Creation Date | The date and time the category was created. |
Updated By | The user who last edited the category. |
Last Update | The date and time the category was last updated. |
Used Version | The category or subcategory version used in analyses. |
Draft Version | Represents changes made to the category or subcategory that have not yet been published. Draft versions are indicated by an exclamation icon in the "Draft Version" column. |
Actions | The three-dot menu on the right side of each category row contains additional actions that can be performed on the category: |
Creating a category manually
To create a new main category:
Click the Create Category button at the top of the category page.
The Create Category window opens. Fill in the following fields in this modal:
Field | Description |
Category Name | Enter the name you want to give the category. This field is mandatory and can be a maximum of 30 characters. There is a character counter below the field. |
Prompt Input | Enter a text explaining what the category is and its purpose. This field is mandatory and can be a maximum of 1000 characters. There is a character counter below the field. |
Correct Examples | Enter correct sample sentences so the AI model can better understand the category. You can add up to 2 sample sentences with the Add button. Each sample sentence can be a maximum of 125 characters, including spaces. There is a character counter below the field. |
Incorrect Examples | Enter incorrect sample sentences so the AI model can better understand the category. You can add up to 2 sample sentences with the Add button. Each sample sentence can be a maximum of 125 characters, including spaces. There is a character counter below the field. |
It is mandatory to enter at least one example in both the Correct Examples and Incorrect Examples fields.
Click the Validate and Save button to get the validation score for the main category. Inputs with a score of 80% and above can be published with the Publish button. For the main category to be included in the analysis, it must have been published after achieving the validation score, and it must have at least one active and validated subcategory.
Important notes
Each main category must have at least one subcategory. You receive warnings about this in the interface and when saving. A main category without a subcategory is not included in the analyses. The following warning text is provided for information: "There are no subcategories belonging to this category. For it to be active in the analysis, each category must have at least one valid subcategory. Please add subcategories if you want to use this category."
In this case, after creating the category for the first time, you need to save the category as a draft and create a valid subcategory linked to it. After the subcategory is created, you can publish the category if it meets the validation score.
The maximum number of main categories that can be defined by the user is 20, and the maximum total number of subcategories that can be distributed is 200. When this limit is reached, the Create Category button is disabled, and an informational message with the following warning appears: "You have reached the maximum category limit."
There is a field in the category table where you can track how many subcategories you can still distribute within the limit.
Subcategory management
Under each main category, there is a table listing the subcategories linked to that category. This table includes the following columns:
Column | Description |
Name | The name given to the subcategory by the user. |
Created By | The user who created the subcategory. |
Creation Date | The date and time the subcategory was created (in DD/MM/YYYY HH:MM:SS format). |
Updated By | The user who last updated the subcategory. |
Last Update | The date and time the subcategory was last updated (in DD/MM/YYYY HH:MM:SS format). |
Used Version | The active category or subcategory version used in analyses. |
Draft Version | Represents changes made to the category or subcategory that have not yet been published. Draft versions are indicated by an exclamation icon in the "Draft Version" column. |
The three-dot menu on the right side of each subcategory row contains additional actions that can be performed on the subcategory:
Edit: Used to edit the subcategory.
Delete: Used to delete the subcategory.
Creating a subcategory
To create a new subcategory:
Click the three-dot menu in the relevant main category row and select the Add Subcategory option.
The Create Subcategory window opens. Fill in the following fields in this modal:
Field | Description |
Subcategory Name | Enter the name you want to give the subcategory. This field is mandatory and can be a maximum of 30 characters. |
Prompt Input | Enter a text defining the subcategory. This field is mandatory and can be a maximum of 500 characters, including spaces. There is a character counter below the field. |
Correct Examples | Enter correct sample sentences so the AI model can better understand the subcategory. You can add up to 2 sample sentences with the Add button. Each sample sentence can be a maximum of 125 characters. There is a character counter below the field. |
Incorrect Examples | Enter incorrect sample sentences so the AI model can better understand the subcategory. You can add up to 2 sample sentences with the Add button. Each sample sentence can be a maximum of 125 characters. There is a character counter below the field. |
It is mandatory to enter at least one example in both the Correct Examples and Incorrect Examples fields.
Click the Validate and Save button to get the validation score for the subcategory. Inputs with a score of 80% and above can be published with the Publish button.
If you are creating a subcategory linked to a category that has not yet been activated, you cannot activate your subcategory because the category has not been activated. In this case, save the subcategory as a draft, then publish the linked category. Subcategories that meet the validation score are activated automatically.
Category and subcategory validation
The main categories and subcategories you create go through a validation process by the system. As a result of this validation, a validation score between 1 and 100 is generated for each category and subcategory. Inputs with a validation score of 80% and above can be published. For those below this score, the score can be increased by following the contextual suggestions produced by the AI in the interface.
Main category validation: A validation score is generated based on the main category name, prompt input, and example entries.
Subcategory validation: A validation score is generated based on the subcategory name, prompt input, and example entries. Main category validation scores are not affected by subcategory validation scores. However, when the main category is changed, subcategory validation scores may be affected, and you may have to revise the subcategories.
Call analysis may not be performed for categories and subcategories that fall below a certain score. In this case, the following warning messages may be displayed in the interface:
For main category: "Validation score is low. Calls will not be analyzed for this category. To get analysis for this category, increase the validation score to 80. You can use the suggestions below to increase the validation score."
For subcategory: "Validation score is low. Calls will not be analyzed for this subcategory. To get analysis for this subcategory, increase the validation score to 80. You can use the suggestions below to increase the validation score."
Publishing categories and subcategories
To activate user-defined category management, you need to create at least one valid main category and at least one valid subcategory linked to it, and then publish them.
Publishing flow
Check the validation score: Check the validation scores of the categories and subcategories you have created. Make sure the scores of the categories and subcategories you want to publish are sufficient.
Click the Publish button: For a category or subcategory with a sufficient validation score, the Publish button appears next to the Validate button in the relevant row. Click this button.
If you are creating a new category, remember that each main category must have at least one subcategory. You receive warnings about this in the interface and when saving. A main category without a subcategory is not included in the analyses. The following warning text is provided for information: "There are no subcategories belonging to this category. For it to be active in the analysis, each category must have at least one valid subcategory. Please add subcategories if you want to use this category."
In this case, after creating the category for the first time, you need to save the category as a draft and create a valid subcategory linked to it. After the subcategory is created, you can publish the category if it meets the validation score.
If you are creating a subcategory linked to a category that has not yet been activated, you cannot activate your subcategory because the category has not been activated. In this case, save the subcategory as a draft, then publish the linked category. Subcategories that meet the validation score are activated automatically.
Confirm: In the confirmation modal that opens, click the Publish button to confirm the publishing process.
After the category and subcategory are successfully published, CX Insights starts working according to your user-defined category settings. The following notification message may appear: "Profile activated. Analysis will proceed according to your user settings in the categories."
Important notes
Profile activation: With the user-defined selection, you cannot activate the profile until you create at least one valid category and at least one valid subcategory linked to it. At least one valid subcategory is required to save the category.
Categories without subcategories: Categories without subcategories have an info button next to them. When you click this button, the following informational message is displayed: "This category does not have any subcategories. For it to be active in the analysis, each category must have at least one valid subcategory."
First publishing: Unvalidated categories and subcategories can be saved the first time. In this case, these categories and subcategories are not used in analyses.
Change in a validated category: When a change is made to a previously validated category, an error flag may be assigned to subcategories, and draft versions may be created. Warnings are shown in the interface along with the new scores.
Publishing a category without subcategories: When you try to publish a category without subcategories, a "no subcategory" warning is given.
Transcript generation: Even if categories and subcategories are not included in the analysis, transcript generation continues.
Switching from AI-Based to User-Defined: When switching from the AI-Based (AI Only) method to the User-Defined method, if a valid category cannot be created, the profile change cannot be saved and the profile remains in the AI-Based method. The following warning message is displayed: "Profile could not switch to User-Defined due to the lack of at least one valid category and a valid subcategory. The profile is currently using the AI-Driven method."
New category and subcategory impact: Every newly published category and subcategory is instantly activated in the CX Insights tool and included in the analyses. They are included in analyses for dates after they are published.
Category and subcategory draft management
During the category and subcategory creation and editing processes, you can save your changes as drafts instead of publishing them directly. Categories and subcategories saved as drafts are not yet included in analyses, and the currently valid version continues to be used until they are published.
Draft concept
Draft Version: Represents changes made to the category or subcategory that have not yet been published. Draft versions are indicated by an exclamation icon in the "Draft Version" column. The validation score is displayed when you hover over it.
Used Version: The active category or subcategory version used in analyses. Published versions are indicated by "Successful (X/100)" in the "Used Version" column. If a draft linked to this category or subcategory is activated, the new score is displayed in this field.
If a category or subcategory has never been published after being created, no score appears in the Used Version column.
Draft actions
Action | Description |
Validate and Save | During category or subcategory creation or editing, if you do not want to publish your changes yet, you can save them as a draft by clicking the Validate and Save button. In this case, the category or subcategory does not affect the analysis and is shown under "Draft Version" to be edited and published later. |
Edit Draft Version | To edit a draft version, select the Edit Draft Version option from the action menu in the relevant category or subcategory row. This action opens the draft version and lets you continue with your changes. |
Publish | To publish a draft version, click the Publish button on the draft version editing screen. This action publishes the draft version and includes it in the analysis. Your confirmation is requested via a confirmation window before publishing, and you are informed that the analysis will be based on the new version. |
Delete Draft | To delete a draft version, select the Delete option from the action menu in the relevant category or subcategory row. |
Editing categories and subcategories
Editing an existing category
In the category table, click the three-dot menu in the row of the category you want to edit.
Select the Edit option from the menu that opens.
The category editing screen opens. Here you can change the category name and description.
After making your changes, click the Validate button to see the new validation score and suggestions.
If the validation score is low, you can continue with your changes or save them as a draft by clicking the Validate and Save button.
If the validation score is sufficient, you can publish the category by clicking the Publish button. Your confirmation is requested via a confirmation modal before publishing.
Changes in the category may affect subcategory validation scores.
Important notes - category editing
Subcategory impact: When a category is edited, the validation scores of the linked subcategories may be affected. You are provided with updated subcategory information.
Publishing conditions: There are two conditions for publishing a category change:
Increasing the category validation score to the threshold.
Not causing a failed state (validation score below 80%) in the linked subcategories.
Draft subcategories: If a draft version of an existing subcategory exists, when the category is changed, the draft version created based on the new score resulting from the category change is overwritten by the affecting version. Information about this is shown on the category editing screen and confirmed in the confirmation window.
Subcategory editing: On the category editing screen, you can go to edit these fields in a new tab by clicking Edit in the row menu of the subcategories. The modal opens with the new validation score of the subcategory affected by the change.
Editing an existing subcategory
In the subcategory table under the relevant main category, click the three-dot menu in the row of the subcategory you want to edit.
Select the Edit option from the menu that opens.
The subcategory editing screen opens. Here you can change the subcategory name, description, and correct and incorrect examples.
After making your changes, click the Validate button to see the new validation score and suggestions.
If the validation score is low, you can continue with your changes or save them as a draft by clicking the Validate and Save button.
If the validation score is sufficient, you can publish the subcategory by clicking the Publish button. Your confirmation is requested via a confirmation modal before publishing.
Important notes - subcategory editing
Main category impact: Edits in the category affect the subcategory score, but not the other way around. When a category is edited, all subcategories are pulled into draft, and their validation scores are expected to exceed the threshold. The category cannot be published before the thresholds are reached. The existing version continues to be used.
Category editing blocked if a draft subcategory exists: If a draft version of a subcategory currently exists, changes to the main category are not allowed.
Deleting categories and subcategories
Deleting a category
In the category table, click the three-dot menu in the row of the category you want to delete.
Select the Delete option from the menu that opens.
Click the Delete button in the confirmation modal that opens to confirm the deletion.
Deleting a subcategory
In the subcategory table under the relevant main category, click the three-dot menu in the row of the subcategory you want to delete.
Select the Delete option from the menu that opens.
Click the Delete button in the confirmation modal that opens to confirm the deletion.
Note: Previous analyses belonging to deleted categories and subcategories remain. However, no new analyses are performed for these categories and subcategories after the deletion.
Category import
Instead of manually creating user-defined categories one by one, you can import your categories and subcategories in bulk using a CSV template.
Downloading the CSV template
Click the Import button at the top of the category page.
In the modal that opens, find the option to download the CSV template file prepared so that you can upload correctly. This template file contains the format and sample data.
Click the Download Template button to download the template file to your computer.
Filling in and uploading the template
Open the downloaded CSV template file.
Enter your category and subcategory information in the format specified in the template. The template hierarchically contains examples of 3 categories and 2 subcategories linked to each. Replace these examples with your own data. The template file contains the following columns:
Category Name
Category Definition
Linked Subcategory Name
Linked Subcategory Definition
Linked Subcategory Correct Examples (separate columns can be used for multiple examples)
Linked Subcategory Incorrect Examples (separate columns can be used for multiple examples)
Save the template after filling it in.
Return to the category page and click the Import button again.
In the modal that opens, select the CSV file you edited via the Choose File button and click the Upload button.
Post-upload operations
When the file upload process starts, you are redirected to the category table. All logged-in users see the upload status in the table until the upload is complete.
Errors during upload
Empty contents: The system does not perform AI prediction filling for empty contents.
Character limit exceeded, extra element: If errors such as an exceeded character limit or an extra element entry are detected during the upload, the upload process is canceled, and the first error caught by the system is shown on the category screen.
When the upload is successful
After the upload process is successfully completed, all categories and subcategories appear as draft versions in the category table.
The system detects that all categories and subcategories are in draft after the upload and gives the following warning message: "All categories and subcategories are in draft version, check and publish them to be available for CX Insights analysis." This warning disappears automatically when a valid category is published.
After the upload, you can see your successful and unsuccessful categories and subcategories and edit them manually. Categories and subcategories that exceed the validation score threshold and are successful can be published to start the analysis.
Note: For a category to start being analyzed, it must have met the validation score and have at least one subcategory that has also met the validation score.
Important notes and limitations
Category uniqueness: Category names are unique, and duplicate categories cannot be created. If a category with the same name exists, the system gives a warning and offers suggestions. Similarly, two subcategories with the same name cannot be used under one category. However, a subcategory that exists under another category can be created under a different category.
Character limitations:
Main category:
Title: Maximum 30 characters
Description: Maximum 1000 characters
Correct Examples: Maximum 125 characters (maximum 2 examples)
Incorrect Examples: Maximum 125 characters (maximum 2 examples)
Subcategory:
Title: Maximum 30 characters
Description: Maximum 500 characters
Correct Examples: Maximum 125 characters (maximum 2 examples)
Incorrect Examples: Maximum 125 characters (maximum 2 examples)
Authorization (ACL): The ability to define CX Insights categories is managed under a separate permission in the ACL. Permission can be granted to users via System Administrator > AI Platform > AI Analytics > Add/Edit.
CX Insights activation process: The CX Insights activation process starts after the profile is created. Display on the screen begins when the data is formed and the application is ready for use. Until the data formation process is complete, a message that the data is being prepared is displayed on the screen. New analysis results then take user-defined categories into account.
If you have any questions or need assistance, contact your system administrator or support team.