Achieve Your Business Goals with Interaction Analytics
Interaction Analytics (IA) helps you make new insights and achieve your business goals. It helps you learn more about your agent performance and customer experience, so you can make plans for improvement. You can use IA to filter and categorize interactions to focus on specific topics and metrics.
These resources help you get the most out of IA. They provide instructions and guidance to enable you to use the tool most effectively. If you are new to Interaction Analytics, explore the video trainings, tutorials, and best practices below. If you're interested in expanding your abilities in IA, explore our success guides.
Getting Started with Interaction Analytics
Learn about the tools available in Interaction Analytics (IA). If you're new to IA familiarize yourself with key terms and tools available to you.
What to Focus on in the First 30 Days
Make sure to complete these trainings and tutorials to maximize your understanding and use of Interaction Analytics.
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The following video trainings are available in DOJO. They each take about 30–45 minutes to complete.
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Establish a baseline for your current performance.
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Learn about best practices for using IA.
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Familiarize yourself with key terms and metrics used in IA.
Expand Your Abilities in IA
Not sure where to start? You can access success guides below based on common business goals and use cases for Interaction Analytics. They help you build focused workspaces and use widgets and filters to enhance your analysis. The table headings below describes goals these success guides can help you accomplish.
More success guides will continue to be added in the future.
Some of these guides appear in each section because they can help you accomplish multiple goals. The tables explain how the same success guide can be used for different purposes. Read the descriptions below to see which guides are most applicable to what you want to measure and improve.
Improve Agent Efficiency
Success guide |
what it helps you Measure and improve |
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Self-Service Opportunities |
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Silence Time |
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Frustration |
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Agent Phrase Insights |
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Reduce Risk of Customer Loss
Success guide |
what it helps you Measure and improve |
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Sentiment |
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Identify teams and agents with low issue resolution. | |
Agent Phrase Insights |
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|
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Frustration |
|
Improve Customer Satisfaction
Success guide |
what it helps you Measure and improve |
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Sentiment |
|
|
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Agent Phrase Insights |
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|
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Frustration |
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