Review unclassified messages

The Unclassified Messages page displays a list of messages that are not classified to a particular intent. The messages are grouped under a category and topic.

Prerequisites

  • You have a Bot Analytics license.

  • You have the View VAA Unclassified Messages permission.

  • You have the Edit VAA Unclassified Messages permission.

Page location

Bot Analytics > Virtual Agent Analytics > Unclassified Messages

Procedure

Review and assign the messages to an intent

  1. Select a Suggested category.

  2. Review and select a Suggested topic to view the associated unclassified messages.

  3. Classify the items in the To be actioned section as either N new or E existing intents. After you classify the items, they appear in the Actioned section.

  4. To discard messages, select a message and then click the Discard message icon in the To be actioned or Actioned section.

  5. To revert an item to the To be actioned or Actioned section, select the message and click the N or E icon.

You can assign messages as candidates for new intents or existing intents, modify the utterances, and assign them to their suggested intent or select a particular intent.

Classify messages as candidates for new intents

  • To assign a message to a new intent, click the N icon. The message moves to your Actioned pile. To move the item back to the To be actioned pile, click the N icon.

Classify messages as candidates for existing intents

  1. To assign a message to an existing intent, click the E icon. A pop-up window appears that provides you with the following information required to assign a message to an intent:

    • Unclassified message name

    • Suggested intent

    • Classifier probability

    • An option to assign an existing intent to the message

NOTE   The suggested intent and classifier probability are not available for all virtual agent platforms.

  1. After you make a selection, click Save. The intent is assigned to the message.

Discard messages

  1. To discard a message, hover over the message and click the Discard message icon. A pop-up window appears. If you want to avoid seeing the pop-up window in the current session, click Do not show again. However, the pop-up window will appear again in future sessions when you log in.

  2. To discard multiple messages, select the check boxes to the left of each message and click the Discard message icon in the upper-right corner.

Export unclassified messages

After you classify the messages, you can export them, if required. The export icon is in the upper-right corner.