Nextiva Contact Center: Entities

Entities are subjects picked up by Google when the Natural Language service is used. The Entity object can be used to modify the importance of the detected entities. A transcribed call may be passed to the NLP service and entities extracted from it, and text workitems can be processed immediately. These entities may then be used in reporting to develop trends in specific campaigns and queues across all workitems. This Entity object may increase or decrease the importance by campaign. 

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.