Entities in Nextiva Contact Center are subjects identified by Google’s Natural Language Processing (NLP) service. These entities can be extracted from transcribed calls and text workitems, allowing them to be processed immediately. By utilizing entities, you can modify their importance for specific campaigns and queues across all workitems. This helps in reporting and developing trends, ensuring that certain subjects are given appropriate weight in analysis and decision-making processes. The Entity object can increase or decrease the importance of these detected entities by campaign, enhancing the relevance and accuracy of your data insights.
Creating Entities
Search for the Entity icon in the Options Menu. Click Plus (+) to the right of the Search field. Enter the required information under each tab.
Information Tab
Enter the name and description of the entity.
Campaigns Tab
Choose the campaign(s) to associate with the entity. The “Boost” column displays the importance of the entity. Hover over and select the Ellipses to edit the importance. Numbers less than 1 reduce the importance, and larger than 1 increase it. If you choose 0, then it will be removed altogether. A single entity may have different boost values in different campaigns.