In the keywords section, you must enter the words from which to classify the calls. This is the recognition of keywords during the call that determine that a certain interaction belongs to one case or another.
This is one of the most important parts because with good detection of keywords the classification will be optimal.
In the table with the keywords, you will have the following data:
- Tag (or case name) under which to tag the call
- Channel: determines who will have to pronounce the keyword to be detected if the home agent or the interlocutor
- Keyword: this is the literal word that must be uttered during the conversation
- Language: Keyword detection does not work only in English, but also in Spanish and Catalan.
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Actions: Keywords can be edited
and deleted 
Keyword table