Taxonomy
Manage the labels used to classify conversations.
Taxonomy controls the dimensions and values used across Insights.
- A dimension is a type of classification, such as Sentiment or Topic.
- A value is a label inside a dimension, such as Positive or Shipping.
Built-in dimensions
Vivollo includes:
- Sentiment
- Request type
- Urgency
- Customer effort
- Churn risk
- Topic
- Knowledge gap
Some dimensions use a fixed list. Open dimensions such as Topic can gain new values as Vivollo finds new subjects.
Custom dimensions
Create a custom dimension for business-specific labels such as product line, store location, or issue category. Choose whether a conversation can have one or several values and whether the list is fixed or open.
Review discovered values
For proposed values, you can:
- Approve a useful label
- Reject noise or a one-time value
- Merge labels that mean the same thing
You can also correct a wrong label on a conversation. Review new values regularly so Explorer, Findings, and knowledge gaps stay clear and consistent.