Interaction Analytics shows you real-time data about your contact center in graphical widgets. Interactions are parsed down into usable data by the application. The data is then organized into datasets by an Interaction Analytics administrator or data manager. Voice interactions are transcribed before being parsed.
Key Facts About Analyzing Data in Interaction Analytics
- Each dataset
Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. typically offers one or more workspaces Named view of one or more widgets. to let you view the data in different ways. Workspaces are like dashboards. They're designed as templates and then applied to different datasets by your administrator. - You can filter workspace widgets and drill into data to answer questions about your contact center.
- Depending on the widget, you may be able to drill all the way to the interaction transcript, recording, or both.
- You can highlight and annotate right in your interaction transcripts. Interaction Analytics users have full control over highlighting. All users with at least the Interaction Analytics View permission can see highlights. Highlights persist across all transcripts until changed.
- Data is available for 90 days by default. If your company needs more time ask your CXone Account Representative. CXone Professional Services must implement and configure this add-on feature.