Trabaja con una frase

1. Hacer clic Administración.
2. Under Quality, click Topics. A list of available topics appears.
3. Crea un nuevo tema o edita uno ya existente. Para más información, consulte Trabajar con un tema.
4. Haga clic en el Frases (#) pestaña en la parte superior de la lista de temas. los Frase aparece la lista.

Haga clic en la imagen para ampliarla.

La siguiente información y opciones aparecen en la Frases lista:

• • Frase - La columna Frase contiene la frase. 
  • Strictness – Indicates how strict the matching algorithm is when matching phrases in a transcript. The matching algorithm views phrase confidence after stemming to determine if the phrase is a match.
    • Phrase confidence – A score between 0 and 100, generated by speech and text analytics during phrase matching, that depends on word order and missing or substituted words within the transcript.
    • Stemming – The process of transforming a word to the base root of that specific word. As a result, different tenses or plurals of a specific word are considered a match (for example, when the root word is cancel, then canceled, cancels, and canceling considered a match).
  • Delete – Enables you to delete the specific phrase. To delete the phrase, click the x associated with the phrase that you want to delete.
  • Buscar - Utilizar el Buscar campo para encontrar una frase específica.

1. Haga una lista de frases que crea que representan el problema de su negocio.
2. Siga las siguientes mejores prácticas durante este proceso.
   • Business Problem – Before you begin listing phrases, define the data you want to collect in 3-4 sentences. Think about the intent that the phrases you collect will reflect, and be as specific as possible.
   • Condiciones - Enumere tantas frases comunes como pueda que se utilicen con frecuencia para expresar la intención. Incluya tantas variaciones de las frases como pueda.
   • Term Length – Longer phrases are easier to identify than shorter phrases, so try to use phrases that include at least 4–6 words and at least 20 characters. Phrases can contain up to 100 characters. As a rule, the longer the phrase, the more accurately it is identified. However, fewer events are found for longer phrases. Conversely, the shorter the phrase, the more events are found, but the accuracy is lower.
   • Sinónimos - Intente pensar en sinónimos para las palabras que aparecen en las frases y enumere las variaciones de las frases usando los sinónimos en lugar de la palabra original. Por ejemplo, si está buscando conversaciones en las que se discute el cierre de una cuenta, enumere todas las palabras con los verbos "cancelar" y "cerrar":
     • quiero cancelar mi cuenta
     • quiero cerrar mi cuenta
     • necesito cerrar mi cuenta
     • necesito cancelar mi cuenta
   • Palabras cortas - Elimine las palabras cortas del comienzo de las frases siempre que sea posible. Por ejemplo, en lugar de "Quiero reducir la tarifa", utilice "Quiero reducir la tarifa".
3. Haga clic en Admin
4. Under Quality.
5. Under Quality, click Topics. A list of available topics appears. For more information, see Work with a topic.
6. From the Name column, click the name of the topic to which you want to add, update, or remove a phrase or click Create Topic if you want to add phrases to a new topic. The selected topic details appear. 
7. Haga clic en el Frases (#) pestaña en la parte superior de la lista de temas. los Frase aparece la lista.
8. Hacer clic Agregar frase en la cima de la Frase lista. los Agregar frase las opciones aparecen en el lado derecho de la pantalla. 
   
   Note: You can include words with quotation marks within a phrase; however, the words within the quotation marks are mandatory and you must include them as an exact match for the phrase to be detected. Phrase order is important and stemming does not occur. For example, if the word cancel is in quotation marks, Genesys Cloud searches only for the word cancel, not canceled, canceling, cancels, and so on. When a phrase includes a word or words in quotation marks, the words in quotation marks appear as bold in the Phrase list. When the process searches for the words in the phrase, topic spotting does not use white space added to the phrase. Extra white space is removed from the phrase when it is added.
   
   Haga clic en la imagen para ampliarla.
   
   
   • Agrega una sola frase:
     1. Under the Add Phrase title, click the Single tab.
     2. In the Enter Phrase Text field, enter the phrase to add.
     3. From the Strictness list, select a strictness.
        Note: The level of strictness defines how confident the system must be to recognize a topic phrase. For example, if you select Low (65) for a phrase or topic, the topic phrase must be identified with confidence levels of at least 65 to be identified. If the system recognizes a phrase with a confidence of 55 and the topic was configured with a strictness of Low (65), then the phrase is marked as not found and therefore not associated against the topic for that interaction. However, if the strictness returned by the system is higher than 65, then the phrase is marked as found and associated with that topic for that interaction.
     4. Hacer clic Agregar.
   • Add multiple phrases:
     1. Under the Add Phrase title, click the Multiple tab.
     2. Hacer clic Navegar y seleccione el .TXT archivo que contiene las frases que desea agregar al tema.
     3. Hacer clic Agregar.
9. To create the new topic or to update an existing topic, click Save Draft. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
10. Hacer clic Cerrar para volver a la lista de temas.

1. Haz una lista de frases que quieras cambiar.
2. Siga las siguientes mejores prácticas durante este proceso.
   • Business Problem – Before you begin listing phrases, define the data you want to collect in 3-4 sentences. Think about the intent that the phrases you collect will reflect, and be as specific as possible.
   • Condiciones - Enumere tantas frases comunes como pueda que se utilicen con frecuencia para expresar la intención. Incluya tantas variaciones de las frases como pueda.
   • Term Length – Longer phrases are easier to identify than shorter phrases, so try to use phrases that include at least 4–6 words and at least 20 characters. Phrases can contain up to 100 characters. As a rule, the longer the phrase, the more accurately it is identified. However, fewer events are found for longer phrases. Conversely, the shorter the phrase, the more events are found, but the accuracy is lower.
   • Sinónimos - Intente pensar en sinónimos para las palabras que aparecen en las frases y enumere las variaciones de las frases usando los sinónimos en lugar de la palabra original. Por ejemplo, si está buscando conversaciones en las que se discute el cierre de una cuenta, enumere todas las palabras con los verbos "cancelar" y "cerrar":
     • "Quiero cancelar mi cuenta"
     • "Quiero cerrar mi cuenta"
     • "Necesito cerrar mi cuenta"
     • "Necesito cancelar mi cuenta"
   • Palabras cortas - Elimine las palabras cortas del comienzo de las frases siempre que sea posible. Por ejemplo, en lugar de "Quiero reducir la tarifa", utilice "Quiero reducir la tarifa".
3. Hacer clic Administración.
4. Under Quality, click Topics. A list of available topics appears. For more information, see Work with a topic.
5. From the Name column, click the name of the topic whose phrases you want to change. The selected topic details appear. 
6. Haga clic en el Frases (#) pestaña en la parte superior de la lista de temas. los Frase aparece la lista.
7. From the Phrase list, click the phrase you want to change. The Edit Phrase options appear in the right side of the screen.
   
   Note: You can include words with quotation marks within a phrase; however, the words within the quotation marks are mandatory and must be included as an exact match for the phrase to be detected. Phrase order is important and stemming does not occur. For example, if the word cancel is in quotation marks, Genesys Cloud searches only for the word cancel and not canceled, canceling, cancels, and so on. When a phrase includes a word or words in quotation marks, the words in quotation marks appear as bold in the Phrase list. When the process searches for the words in the phrase, topic spotting does not use white space added to the phrase. Any additional white space is removed from the phrase when it is added.
8. From the field provided, change the phrase.
9. From the Strictness list, select a different strictness or keep the current strictness.
   Note: The level of strictness defines how confident the system must be to recognize a topic phrase. For example, if you select Low (65) for a phrase or topic, the topic phrase must be identified with confidence levels of at least 65 to be identified. If the system recognizes a phrase with a confidence of 55 and the topic was configured with a strictness of Low (65), then the phrase is marked as not found and therefore not associated against the topic for that interaction. However, if the strictness returned by the system is higher than 65, then the phrase is marked as found and associated with that topic for that interaction.
   .
10. Click Update to update the phrase in the Phrase list.
    Click the image to enlarge.
    
11. Click Save. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
12. Hacer clic Cerrar.

1. Hacer clic Admin> Calidad.
2. Click Topics. A list of available topics is displayed. For more information, see Work with a topic.
3. Desde el Nombre columna, haga clic en el nombre del tema cuya frase desea eliminar. Se muestran los detalles del tema seleccionado. 
4. Haga clic en el Frases (#) pestaña en la parte superior de la lista de temas. los Frase aparece la lista.
5. From the Delete column, click the x associated with the phrase you want to delete.
6. Click Save Draft. A Topic successfully updated as draft message appears in the upper right corner of the screen. 
7. Hacer clic Cerrar.