User permissions required: ‘View Sources’ AND ‘View Labels’
The Segments tab shows charts of label volumes split by verbatim metadata category (also known as user properties), as well as a chart with the associated top 6 labels for each of those categories.
When data is uploaded to the platform it normally contains metadata attached to each verbatim. Some examples for different types of data include:
- Email – number of emails in chain, recipient name, inbound/outbound, emails in thread, mailbox name, recipient domain
- Feedback – satisfaction rating score, product code, location, business unit, NPS score
- Surveys – age, gender, year, question, business area, location, status, country
- Chat – agent, chat purpose, client business
- Call recordings - agent, chat purpose, client business
If the metadata can be grouped into categories (e.g. distinct US State codes), then a chart will automatically be created showing the volume of verbatims, split by category (each US State).
The chart will limit the categories on the chart to the top 20. To the right of this chart will show the top 6 labels for each of those categories.
Segment chart and associated label volumes – example shows ‘Address State Code’
The Label volume chart shows the top 6 labels for each user property (category). For each label in that category it shows the percentage verbatims in that category that the label is predicted for. This is also a sum of probabilities of predicted labels.
In the example below the label ‘Reason’ has a figure of 77% for the category ‘Closed’. This means that when the probabilities of the predicted labels are summed together the total is 77% of the total volume of verbatims that are classified as ‘Closed’.
Label volume by user property (category)
Under the Segments tab you can’t create a chart from a category that is number based, with the exception of NPS score. If the metadata has numbers that have been categorised, say feedback scores of 1 to 5 or years, then it can be uploaded as strings (text) and this would be shown in the Segments charts:
NPS rating score and associated label volumes
Review stars/scores and associated label volumes
Where there are numeric properties such as monetary amounts, percentages, number of participants or recipients of an email, etc., then a chart will not be created but these can be used as filters.
This can be done by using the left-hand filter, and when applied the charts in segment will be filtered on these criteria:
Participant count filter