Workspace Templates

Workspaces are like dashboards that let users work with parsed Process of analyzing data and breaking it into parts. data from transcriptions. They contain widgets Graphical representation of data that meets specified filter criteria. and groups of widgets that let you view data in a meaningful way. If you have admin permissions, you can group one or more workspaces into a workspace template. Users with admin and edit permissions can then apply that template to a dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. when they create it.

Once you've applied a workspace template to a dataset, you can only edit the dataset's workspaces from the dataset. Changing a template does not change datasets to which that template was applied. It's similar to applying a template to a presentation or document. Once you apply the template, it becomes part of that presentation. Likewise, once you apply a workspace template to a dataset, it's part of the dataset.

Key Facts About Workspace Templates

If your company has Interaction Analytics for multiple languages, you must select a language on the Language Model page before you can do any work with workspace templates Multiple workspaces grouped as a reusable template.. You cannot create a template that includes analysis for more than one language.
Interaction Analytics comes out-of-the-box with a workspace template named Overview Analysis. This template includes several workspaces. The workspaces and widgets have been chosen and configured based on what's proven most valuable to existing Interaction Analytics customers. The data shown can be used in a wide variety of use cases with little to no customization required.
When a dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. is deleted, the original workspace template applied to the dataset does not change. It's still available for use with other datasets. If any changes were made to the workspaces after it was applied to the dataset, those changes don't apply elsewhere and are deleted with the dataset.
The Workspace Templates page uses the terms template and set interchangeably.

Out-of-the-Box Workspace Templates

Interaction Analytics comes with three out-of-the-box workspace sets: Overview Workspaces, Overview Analysis, and Performance Exploration. These sets, or templates, include several workspaces. The workspaces Named view of one or more widgets. and widgets have been chosen and configured based on what's proven most valuable to existing Interaction Analytics customers. The data shown can be used in a wide variety of use cases with little to no customization required.

Overview Workspaces

This drop-down displays a description of the widgets and preconfigured settings each workspace template includes.

View Details

Workspace Template	Widgets
Overview	Overview widget Sentiment Trend widget What People Are Talking About widget Keywords widget
Contact Satisfaction	Most Unresolved Interactions widget Most Unresolved Interactions widget, Title configured to Frustrated Contacts Frustration Trend widget
Explore Conversations	Interactions widget Interactions Text widget
Top Categories	Top Categories widget Top Company Profile Terms widget
Demographics	Channels widget Gender widget (No longer supported)

Overview Analysis

If your Interaction Analytics system doesn't include the Overview Analysis workspace template, ask your CXone Account Representative to help you build it.

This drop-down displays a description of the widgets and preconfigured settings each workspace template includes.

View details

Workspace Template	Widgets
At a Glance	Overview Bar widget Top Categories widget Channels widget Frustrated Interactions widget Sentiment Trend widget
Agent Comparison	Overview Bar widget, configured for agent sentiment 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). Overview Bar widget, configured for client sentiment Metrics widget, displaying data by team Channels widget Metrics widget, configured for positive agent sentiment Metrics widget, configured for negative agent sentiment
Top Categories View	Overview Bar widget Channels widget Top Categories widget, configured for positive sentiment Top Categories widget, configured for negative sentiment Sentiment Trend widget Keywords widget What People Are Talking About widget Frustrated Interactions widget
Silence/Non-talk Time	Overview Bar widget, configured for client sentiment Channels widget, displaying number of interactions Interaction Silence widget Interaction Silence widget, displaying interactions with silence greater than 50% Metrics widget, displaying the number of interactions by agent Metrics widget, displaying the number of interactions by agent with 50% silence or greater Metrics widget, displaying the number of interactions by agent with 30% silence or greater Metrics widget, displaying the number of interactions by agent with 25% silence or greater Most Unresolved Interaction widget, displaying the number of unresolved interactions per category
Contact Resolution	Overview Bar widget, configured for client sentiment Channels widget Most Unresolved Interactions widget Metrics widget, displaying unresolved interactions by agent Metrics widget, displaying unresolved interactions by team Top Categories widget Keywords widget Sentiment Trend widget
Contact Open	Overview Bar widget, configured for client sentiment Interactions Text widget Channels widget Top Categories widget Frustration Trend widget

Performance Exploration

This drop-down displays a description of the widgets and preconfigured settings each workspace template includes.

View details

Workspace Template	Widgets
Sentiment	Overview widget, configured to display client sentiment Sentiment Trend widget, configured to display client data Two Metrics widgets
Trends	What People Are Talking About widget Keywords widget, Title configured to Trending Terms Two Metrics widgets
Top Issues	Top Categories widget, renamed Top Issues Two Metrics widgets
Interactions	Interactions widget, Title configured to Contacts-chart Two Metrics widgets