Omnichannel Analytics Overview

Omnichannel Analytics is an intelligent linguistic analytics engine that converts contact center call, email, and chat transcripts into consumable data that allows contact center supervisors and managers to better understand what is happening in the contact center.

The application collects transcripts for email and chat immediately, and for calls after the voice transcription process completes. It parsesThe process of analyzing data and breaking it into parts. The inContact Analytics application parses transcripts to locate frequently mentioned keywords, phrases, and entities and place the data into categories. and categorizesThematic buckets into which the inContact Analytics engine places parsed call transcript data to make it easier to find trends. the data, and clarifies terms based on context. An administrator can create custom categories and category setsThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. by which the data is organized. Some entitiesA term that represents a theme or concept. inContact Analytics intelligently searches for related keywords and context to gather instances of the concept rather than searching for every specific instance of a keyword. For example, the 'sound quality' entity applies to transcripts where people say things like "I can't hear you" or "you're breaking up". You can create custom entities specific to your organization in the company profile. exist inside the application to help locate mentionsThe appearance of a keyword, phrase, or entity in topic transcripts. of those entities, even if the exact name was not mentioned. You can create your own custom intelligent entities through the company profileA form where you can create custom entities that inContact Analytics can use to parse and analyze data that is of interest to your company..

You can create topics of data to pull in transcripts from certain time periods, to come from certain channels, and to contain only certain keywords or phrases. You can select a dashboard setA set of multiple dashboards grouped as a reusable template. When you first save a topic, you choose a dashboard set as the starting set of dashboards for the topic. for each topicA set of voice, email, or chat transcriptions from your contact center that spans a specific period of time and matches your specified filter criteria. and customize the dashboardsThe named view of one or more analysis widgets. and widgetsA graphical chart with data that meets specified filter criteria to help contact center supervisors and managers understand trends in the contact center. that are available when a supervisor or manager opens those topics. Supervisors and managers can then open those topics to view, filter, and drill down into those dashboards.

How to Use The Omnichannel Analytics Online Help

The Omnichannel Analytics online help is organized into sections, including those based on the three Omnichannel Analytics roles granted in security profiles, as well as a section for Analytics-based Text Routing:

Each role empowers users with more permissions, not different ones, so an Admin user may use all three sections while the Edit user uses two sections and the View user uses only one.

A small Account section describes how to manage your Omnichannel Analytics account, including logging in and out of the application.

Sections