Manage Workspaces

Workspaces in Templates

WorkspacesClosed Named view of one or more widgets. in a workspace template can only be managed by users with the Interaction Analytics Admin permission.

When you edit the workspaces for a specific workspace templateClosed Multiple workspaces grouped as a reusable template., your edits don't automatically affect datasetsClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. to which that template has been applied. It's similar to applying a template to a presentation or document. Once you apply the template, it becomes part of that presentation. In the same way, once you apply a workspace template to a dataset, it's part of the dataset.

If you want your edits to apply to datasets that were set up with that template, you must specifically apply the revised template to each dataset.

Workspaces in Datasets

Workspaces applied to a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. can be managed by users with either the Interaction Analytics Edit or Admin permission.

When you edit the workspacesClosed Named view of one or more widgets. for a specific dataset, you only change them for that dataset. Your edits won't affect the workspace templateClosed Multiple workspaces grouped as a reusable template. that was originally applied to the dataset. They also won't affect other datasets that have the same workspaces. You can:

  • Add, remove, or rename workspaces.
  • Add or remove widgets from a workspace.
  • Resize or move widgets in the workspace.

Create a Workspace

Image of how to edit a workspace.

Create a New Workspace

  1. Go to My Data and open the dataset you want to edit. If you just selected Analytics, the My Data page displays by default.
  2. Click the workspaces panel Four gray blocks tumblingico if it is not already open, then click the down arrow beside Add Workspace to open the list of workspaces.

  3. To create a blank workspaceClosed Named view of one or more widgets., select Add Workspace.

  4. Click icon of 3 verticle dots in the top right corner of the New Workspace and click Rename to change the title.

  5. Add widgets to the workspace.

Duplicate an Existing Workspace

  1. Go to My Data and open the dataset you want to edit. If you just selected Analytics, the My Data page displays by default.
  2. Click the workspaces panel Four gray blocks tumbling if it is not already open, then click the down arrow beside Add Workspace to open the list of workspaces.

  3. To create a workspace using an existing workspace as a template, click the name of the workspace you want to use as a template. If you have a long list of workspaces, you can use the search bar to help filter the list.

  4. Click icon of 3 verticle dots in the top right corner of the workspace and click Duplicate.

  5. Click icon of 3 verticle dots in the top right corner of the workspace you just duplicated and click Rename to change the title.

  6. Add widgets, filters, or make any adjustments you want to the workspace.

Add Widgets to a Workspace

  1. Open the workspaceClosed Named view of one or more widgets. in which you want to add the new widgetClosed Graphical representation of data that meets specified filter criteria..

  2. Click the Widget Drawer A pencil pointing down next to a meter gauge..
  3. Select the widget you want to add from the list. The widgets are sorted under headings that describe the type of information they display. The widget you select appears in the workspace design area. The name of the widget in the list may differ from the name that appears on the widget itself in the workspace.

  4. If the widget you selected has configuration options and you want to customize it, click the Options icon of 3 verticle dots > Settings in the top right corner of the widget. The configuration options are different for each widget.

    widget

    Description
    Interaction Text Widget Displays a list of the most recent interaction transcripts available for the dataset. Shows the date and time at which the conversation occurred, the first few lines of the transcript, and the sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray). assigned to it. Helpful if you want to look at the beginning of written of specific interactions. Appears under the Authors & Sources heading in CXone.
    Interactions Widget Displays a table of recent conversations from your contact center. Displays the agent who handled the contact and the team to which the agent belongs. From the widget, you can view full interaction transcripts and listen to call recordings. Appears under the Authors & Sources heading in CXone.

    Enlighten Behavioral Metrics Widget

    		 Displays a bar chart that demonstrates agent performance in one or more of the Enlighten behavioral metrics, such as Active Listening or Effective Questioning. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone.

    Enlighten Summary Widget

    		 Displays a graph of average scores for different behavioral metrics and shows how the scores are trending. These scores can be for an agent, team, or the whole contact center based on filters you apply. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone.

    Frustrated Interactions Widget

    Displays a bar graph with the number of frustratedClosed Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. interactions per category or per agent. Appears under the Frustration heading in CXone.

    Frustration Trend Widget

    Displays a graph showing the number of frustrated interactions over the selected period of time for the dataset. Appears under the Frustration heading in CXone.
    Sentiment Trend Widget Displays a graph showing sentiments of interactions over the selected period of time for the dataset. You can choose to view the sentiment of the agent or the client. Appears under the Sentiment heading in CXone.
    What People Are Talking About Widget Displays a bubble chart of the top 50 terms of interest by relative volume of occurrence. These terms of interest are entitiesClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. not keywordsClosed Individual word with special significance.. Appears under the Sentiment heading in CXone.
    Overview Bar Widget

    Displays key summary information about the dataset:

    • Shows the total number of interactions in the dataset per hour, per minute, per day and whether that number is increasing or decreasing.

    • Shows the percentage of total interactions per sentiment.

    • Shows how sentiment is trending within the entire dataset. Indicates whether sentiment changes rapidly or remains consistent.

    Appears under the Volume heading in CXone.
    Channels Widget Displays a bar chart that shows either the exact number or percentage of interactions in the dataset per channel. Appears under the Volume heading in CXone.
    Top Categories Widget Displays a bar chart that shows the categories with the largest number of matching interactions. You can view either the exact number or percentage of interactions for each category. Appears under the Volume heading in CXone.
    Metrics Widget Displays a bar chart that shows either the exact number or percentage of interactions in the dataset that match a configured value for a selected metric field. Appears under the Volume heading in CXone.
    Top Company Profile Terms Widget Displays a line graph that shows how many times entitiesClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in the company profileClosed Page in Interaction Analytics where you can create custom entities. were mentioned over time. Appears under the Volume heading in CXone.
    Keywords Widget Displays a chart that shows the keywords and phrases most mentioned most often in the dataset interactions. The size of the words on the chart are based on the number times it was mentioned. Appears under the Volume heading in CXone.
    Most Unresolved Interactions Widget (Unresolved) Displays a graph that shows the number of unresolved interactions per category or per agent. Appears under the Volume heading in CXone.
    Interaction Silence (Silence Percentage) Displays a circle chart that shows extended periods of silence as a percentage of the total interaction time in chat and voice interactions. Appears under the Volume heading in CXone.

To remove a widget from the workspace, click icon of 3 verticle dots > Delete.

Arrange Widgets

You can customize the size, shape, placement, and display options of widgets in your workspace.

  • To resize a widget, hover your cursor over the edge of the widget you want to resize. When the cursor changes to a double arrow, click and drag the edge where you want it. If you hover over a corner, you can adjust the height and width of the widget simultaneously. Changing the size of a widget may affect your view of the data it contains.
  • To move a widget, click the handle bar Two vertical columns of squares. in the top left corner, drag it to the location you want it, and drop it. The widget becomes transparent while you move it, and other widgets move out of the way to create space to drop the widget.

Save Workspace Filters as a Category

You can save filters you've applied to a workspace as a categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends..

  1. Click icon of 3 verticle dots at the top of the workspace.

  2. Click Save as Category.

  3. Enter a Category Name.

  4. Interaction Analytics automatically creates category rules based on the filters you applied to the workspace. But you can edit or add criteria to rules before you save the category.

  5. To add more rules, click + below existing rules.

  6. When you are done making changes, click Save as Category.

  7. Click icon of 3 verticle dots > Edit Categories > Update Data. This applies the changes you've made to the dataset. This triggers a reprocess for the current dataset. This can take several hours to complete. So, complete all changes before you update, so they will all be included in the same reprocess. You can monitor the Reprocess Status in the bottom of the left navigation menu in Interaction Analytics.

Save Workspace Changes

You can save adjustments you've made to your workspace as a saved search or a workspace template.

  • To save filter criteria as a saved search, click Save Search icon > Save Search. Complete the fields to save a search. Your configuration now appears as a saved search option.

  • To save widget configurations, click Save Search icon > Save Workbook. Your configuration now appears as an option in the Workspace panel to the left.