Root cause analysis using interactive data categorization

摘要

A computer-implemented method for processing a plurality of data items includes defining a set of one or more categories having a corresponding set of conditions that associate the data items with the categories. A sub-categorization request, requesting to divide a category from among the categories into lower-level categories, is accepted from a user. The data items associated with the category are processed responsively to the sub-categorization request, so as to automatically suggest the lower-level categories.;The automatically-suggested lower-level categories are presented to the user, and direction with respect to the automatically-suggested lower-level categories is accepted from the user. A hierarchical structure representing the categories is constructed responsively to the direction, by dividing the category into the lower-level categories. Output based on the hierarchical structure is presented to the user.

主权项

1. A computer-implemented method for processing a plurality of recorded calls, the method comprising:
defining a set of one or more categories having a corresponding set of conditions that associate the recorded calls with the categories, wherein the recorded calls are categorized in terms of their root causes; in a graphical user interface, accepting a sub-categorization request sent from an analyst, requesting to divide a category from among the categories into lower-level categories; responsively to the sub-categorization request, processing the recorded calls that are associated with the category using a clustering process that divides the recorded calls into a plurality of clusters so as to automatically suggest the lower-level categories, wherein each of the lower-level categories is from a different one of the plurality of clusters; presenting the automatically-suggested lower-level categories to the analyst and accepting direction from the analyst with respect to the automatically-suggested lower-level categories; responsively to the direction, constructing a hierarchical structure representing the categories by dividing the category into the lower-level categories; presenting output based on the hierarchical structure to the analyst; and analyzing the recorded calls using the hierarchical structures.