Introduction
This guide will help you understand and effectively use the user-defined categories feature in AI-powered call analysis within the CX Insights application. With this feature, you can tailor your call analyses to your operation's specific workflows, obtaining analyses based on categories you define instead of the AI's automatic categories.
1. Accessing the AI Analysis Menu
Follow the steps below to access the user-defined category management feature:
Log in to the System Administrator menu.
Enter the AI Navigator menu.
Under the AI Navigator menu, click on the AI Analysis submenu. This menu will be the third one, following the Agent Assist and AI Quality Management menus.
2. CX Insights Profile Management
When you arrive at the AI Analytics page, you will see a table listing the existing reporting AI tools profiles. There can only be one profile for CX Insights in the system.
2.1. Profile Table Overview
The profile table includes the following information:
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:
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:
Edit: Used to edit the existing profile.
Manage Categories: Opens the category definition menu.
Delete: Used to delete the existing profile.
2.2. Creating a New Profile
To create a new CX Insights profile:
Click the New button above the profile table.
In the opened Profile Settings window, the Application Type Selection screen will appear as the first step. Select the CX Insights application here.
Click the Continue button.
You will be redirected to the Settings screen. Fill in the following fields on this screen:
Status: Contains 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. Detail
Category Creation Method: There are two radio button options. This field is mandatory, and only one can be selected:
AI-Based: If you select this option, categories will only be created automatically by artificial intelligence.
User-Defined: If you select this option, category formation will only be based on the settings you create.
The flow changes based on your Category Creation Method selection:
AI-Based: You can create the profile by clicking the Save button. The window will close after the profile is created.
User-Defined: You can create the profile by clicking the Save button. The window will close after the profile is created. You can access the category table by clicking Manage Categories and start creating your categories. Your profile will become active as soon as you have at least one valid category, and it will start analyzing calls within the scope according to the categories you created.
Important Note: If a CX Insights profile already exists in the system, the new profile addition area will appear disabled. When you hover over it, you will see an informational message with the following warning: "A CX Insights profile already exists in the system. There can only be one CX Insights profile in the system."
2.3. Editing a Profile
To edit an existing CX Insights profile:
Click the three-dot menu in the row of the profile you want to edit in the profile table.
Select the Edit option from the opened menu.
The profile editing screen will open. On this screen, you can change the profile name and status.
You can also edit the Category Creation Method field. However, remember that this change will be effective from the moment it is made and will not affect previous analyses.
When you change the Category Creation Method field, a confirmation window will open.
AI-Based > User-Defined transition: A modal will appear 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 will appear 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 have selected the User-Defined method, the Manage Categories button will appear below the profile settings. You can go to the category management page by clicking this button. If you select the AI-Based method, this button will not appear.
After making your changes, click the Save button.
2.4. Deleting a Profile
To delete an existing CX Insights profile:
Click the three-dot menu in the row of the profile you want to delete in the profile table.
Select the Delete option from the opened menu.
Click the Delete button in the confirmation window that opens to confirm the deletion.
3. 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 will need to define the categories and subcategories to be used in your call analyses.
3.1. 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 opened menu.
3.2. Category Page Overview
The category page allows you to 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 will appear:
"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. Additionally, an Import button is also available.
Below the page, there is a table listing the categories you have created. This table includes the following columns:
Name: The name of the main category.
Created By: User information who created the category.
Creation Date: Date and time information of when the category was created.
Updated By: User information who last edited the category.
Last Update: Date and time information of when 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:
Add Subcategory: Used to create a new subcategory linked to this main category.
Edit: Used to edit the main category.
Delete: Used to delete the main category and all its linked subcategories.
3.3. Manual Category Creation
To create a new main category:
Click the Create Category button at the top of the category page.
The Create Category window will open. Fill in the following fields in this modal:
Category Name: Enter the name you want to give to 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 for the AI model to 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 for the AI model to 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, 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 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 by achieving the validation score and must have at least one active and validated subcategory.
Important Notes:
Each main category must have at least one subcategory. You will receive warnings about this in the interface and during saving. A main category without a subcategory will not be included in the analyses. The following warning text is provided for informational purposes: "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 will 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 will be disabled, and an informational message with the following warning will appear: "You have reached the maximum category limit."
There is a field in the category table where the user can track how many subcategory limits they have left to distribute.
3.4. Subcategory Management
Under each main category, there is a table listing the subcategories linked to that category. This table includes the following columns:
Name: The name given to the subcategory by the user.
Created By: Provides user information who created the subcategory.
Creation Date: The date and time the subcategory was created (in DD/MM/YYYY HH:MM:SS format).
Updated By: Provides user information 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.
3.4.1. 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 will open. Fill in the following fields in this modal:
Subcategory Name: Enter the name you want to give to 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 for the AI model to 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 for the AI model to 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 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 will be activated automatically.
3.5. Category and Subcategory Validation
The main categories and subcategories you create are subjected to 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 have the option to 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 the user 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."
3.6. Category and Subcategory Publishing
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.
Category and Subcategory Publishing Flow:
Check 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 will appear by the Validate button in the relevant row. Click this button.
Remember that if you are creating a new category, each main category must have at least one subcategory. You will receive warnings about this in the interface and during saving. A main category without a subcategory will not be included in the analyses. The following warning text is provided for informational purposes: "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 will 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 will be activated automatically.
Confirm the Confirmation Modal: In the opened confirmation modal, click the Publish button to confirm the publishing process.
After the category and subcategory are successfully published, CX Insights will start 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: In the user-defined selection, you will not be able to 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 will be 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 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 their new scores.
Publishing a Category Without Subcategories: When trying to publish a category without subcategories, a "no subcategory" warning will be given.
Transcript Generation: Even if categories and subcategories do not enter the analysis, transcript generation will continue.
Switching from AI Only to User Definition: To switch from the AI Only method to the User Definition method, if a valid category cannot be created, the profile change cannot be saved, and the profile will remain in the AI Only 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.
3.7. 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 hovering 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 will be displayed in this field.
If a category or subcategory has never been published after being created, the score will not appear in the Used Version column.
Draft Actions:
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 will not affect the analysis and will be shown under "Draft Version" to be edited and published later.
Edit Draft Version: To edit a draft version, you can select the "Edit Draft Version" option from the action menu in the relevant category or subcategory row. This action opens the draft version and allows you to continue with your changes.
Publish: To publish a draft version, you can click the "Publish" button on the draft version editing screen. This action publishes the draft version and includes it in the analysis. User confirmation is requested via a confirmation window before publishing, and information is given that the analysis will be based on the new version.
Delete Draft: To delete a draft version, you can select the "Delete" option from the action menu in the relevant category or subcategory row.
3.8. Category and Subcategory Editing Editing an Existing Category:
Click the three-dot menu in the row of the category you want to edit in the category table.
Select the Edit option from the opened menu.
The category editing screen will open. 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. User 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 linked subcategories may be affected. The user is 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 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's impact is overwritten by the affecting version. Information about this is shown to the user on the category editing screen and asked 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 opened menu.
The subcategory editing screen will open. Here you can change the subcategory name, description, 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. User 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 the reverse is not true. In category edits, 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.
Blocking Category Editing if Draft Subcategory Exists: If a draft version of a subcategory currently exists, changes to the main category are not allowed.
3.9. Category and Subcategory Deletion Deleting a Category:
Click the three-dot menu in the row of the category you want to delete in the category table.
Select the Delete option from the opened menu.
Click the Delete button in the opened confirmation modal 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 opened menu.
Click the Delete button in the opened confirmation modal to confirm the deletion.
Important Note: Previous analyses belonging to deleted categories and subcategories remain. However, new analyses will not be performed on these categories and subcategories after the deletion.
4. Category Import Instead of manually creating user-defined categories one by one, you can import your categories and subcategories in bulk using a CSV format template.
4.1. Downloading the CSV Template
Click the Import button at the top of the category page.
In the opened modal, find the option to download the CSV template file prepared for you to upload correctly. This template file will contain format and sample data.
Click the Download Template button to download the template file to your computer.
4.2. Filling 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 will hierarchically contain examples of 3 categories and 2 subcategories linked to each. Replace these examples with your own data. Columns in the Template File:
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.
Return to the category page and click the Import button again.
In the opened modal, select the CSV file you edited via the Choose File button and click the Upload button.
4.3. Post-Upload Operations
When the file upload process starts, you will be redirected to the category table. All users logged in will see the upload status in the table until the upload is complete.
Error Situations During Upload:
Empty Contents: The system does not perform AI prediction filling for empty contents.
Character Limit Exceeded, Extra Element: If errors such as character limit exceeded, extra element entry, etc., are detected during the upload, the upload process will be canceled, and the user will be informed of the first error caught by the system on the category screen.
When Upload is Successful:
After the upload process is successfully completed, all categories and subcategories will appear in draft version in the category table.
The system will detect that all categories and subcategories are in draft after upload and will give 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 will automatically disappear when a valid category is published.
You can see your successful and unsuccessful categories and subcategories after upload and edit them manually. Categories and subcategories that exceed the validation score threshold and are successful can be published by the user to start the analysis.
Important Note: It should not be forgotten that for a category to start analysis, it must have met the validation score and have at least one subcategory that has met the validation score.
5. 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 will give a warning and offer suggestions. Similarly, two subcategories with the same name cannot be used under one category. However, the same subcategory that is under another category can be opened 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 authorization on ACL. Authorization can be defined for users via System Administrator > AI Platform > AI Analytics > Add/Edit permission.
CX Insights Activation Process: The CX Insights activation process starts after the profile is created. Display on the screen will begin when data is formed and the application is ready for use. Until the data formation process is complete, information that the data is being prepared will be displayed on the screen. New analysis results will now take user-defined categories into account.
This user guide aims to help you effectively use the user-defined category management feature of the CX Insights application. If you have any questions or need assistance, please contact your system administrator or support team.