Filter Dataset Workspaces

Minimum Required permission: Interaction Analytics View

You can analyze your call center data in a dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. workspace. You can customize the data that displays in a workspace by adjusting the widgets included in the workspace and applying different types of filters. You can apply a saved search to filter data by search parameters you have already set. You can also apply filters to the entire workspace or just individual widgets Graphical representation of data that meets specified filter criteria.. Most widgets also allow you to drill down to see more details about interactions. You can also click at the top of the workspace to edit categories based on findings you discover in a workspace.

View Dataset Information

1. Click the app selector and select Interaction Analytics.

2. Click My Data.

3. Find the dataset you want to view in the table. You can sort any column by clicking its title. Click the dataset name to open. It displays its first workspace by default. A dataset may have multiple workspaces since there is a limit of 10 widgets per workspace. You can switch between workspace views in the workspaces panel .

4. At the top of the workspace, click . This displays details about the creation and modification of the dataset. It shows the language of the dataset, the channels included, and the category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. applied. It also shows any filters applied to the dataset. Click it again to hide dataset details.

   Learn more about dataset information

   Field	Details
   Dataset ID	Unique numeric identifier assigned to the dataset by Interaction Analytics.
   Created	Date the dataset was created and username of the creator.
   Modified	Date the dataset was last modified and username of the user who made the modification.

Apply Saved Searches to Filter a Workspace

You can filter the data that appears in the widgets Graphical representation of data that meets specified filter criteria. in your workspace Named view of one or more widgets.. One way to do this is to apply filters you have already searched for on the Search page. You can search for specific keywords and phrases, segment IDs, contact IDs, team names, or agent names. You can also filter your search by date, language, channel, and other metrics. If you have created a saved search, you can apply the same search parameters as filters to a workspace. You can add additional filters or make adjustments to the workspace after you have applied a saved search. However, the filters applied from the saved search may limit your filter options within widgets. For example, if a saved search only includes certain teams, you cannot filter for a team not included in those search parameters.

1. Click the app selector and select Interaction Analytics.

2. Click My Data.

3. Find the dataset you want to view in the table. You can sort by any column by clicking its title. Click the dataset name to open. It displays it's first workspace by default. A dataset may have multiple workspaces since there is a limit of 10 widgets per workspace. You can switch between workspace views in the workspaces panel .

4. Click the Select Saved Search drop-down to choose the search filters you want to apply to the workspace.

To clear the saved search filters applied, go to the top right corner of the workspace and click more options > New Search. Removing a saved search does not affect additional filters you have applied. Workspace and widget filters must be removed individually.

Apply Workspace Filters

You can filter the data that appears in the workspace widgets Graphical representation of data that meets specified filter criteria. by clicking in the upper right corner of the workspace Named view of one or more widgets..

To remove a filter, click the x next to it, then click . You can also click more options > Reset Widget Filters on an individual widget.

You can enter keywords or phrases into the search bar and click to filter for interactions that only use certain terms. You cannot enter the following characters in the search bar: [ ] { } < >. If you enter multiple terms or phrases into the search bar, only interactions that include all the entered terms display. Unless, you want to search for interactions that include multiple terms at once, the Keywords and Phrases filter may be more helpful to use instead. The Keywords and Phrases filter allows you to apply more rules such as exact match and proximity.

1. Click My Data and then click the name of the dataset you want to view.

2. Click in the top right corner. The Date Range drop-down and the Add Filters button appear. You can hide the filter options by clicking Filters in the top-right corner.

3. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

4. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter. This icon appears blue if filters are applied.

5. Click the filter you just added to finish configuring the filter options.

   Learn more about filter options

   Filter	Details
   Channels	Filters data by channels used by your organization. Supported channels include: Inbound and outbound Voice. Omnichannel Chat. Omnichannel Email.
   Frustration	Filters data based on whether the contact was frustrated 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. . Select one of the following Frustration options: Frustrated: Only displays interactions where the client was frustrated. Not Frustrated: Only displays interactions where the client was not frustrated. Note that frustration is different from negative 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).. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else.
   Readability	Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns transcripts confidence ratings based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating: High: Only displays interactions with transcripts that are easier to read. Low: Only displays interactions with transcripts that are more difficult to read. Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.
   Resolution	Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options: Resolved: Only displays data for resolved interactions. Unresolved: Only displays data for unresolved interactions.
   Participant	Lets you view data from either the agent side or contact side of interactions. When you drill down to view the interactions, you still see both sides. This filter may be more helpful when used with keywords and phrases, entities, company profile terms, and category results. Select one of the following Participant options: Agent: Only displays agent data. Client: Only displays client data.
   Keywords and Phrases	Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. It may be helpful to use the Participant filter in conjunction with this filter to see who is using certain words or phrases. Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down: Have: Displays data for interactions that mention the word or phrase you enter. Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter. Not have: Only displays data for interactions that don't mention the term you enter. Select one of the following options from the Matching drop-down: Exact: Only displays interactions that include the term or phrase exactly as you enter it. Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on. If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to 8 words between them. The default is 0. For example, the phrase speak manager with a proximity of 2 would capture the phrases speak to a manager, speaker with your manager, and so on. Click Add when you're finished. Repeat these steps to add additional filters.
   Entities	Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead. Select whether you want to Include Entities or Exclude Entities. Enter or select the entities you want to include or exclude.
   Sentiment	Select one of the following 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). types: Overall Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. Once, you've selected a sentiment type, select one or more of the following sentiments: Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction. Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction. Note that negative sentiment is different from frustration 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.. Some phrases can be both negative and frustrated. However, a client may be discussing a negative issue they want addressed without necessarily being frustrated. Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile. Mixed: The number of positive and negative cues in an interaction are essentially equal. If you don't select a sentiment the default is to include interactions of all sentiments.
   Company Profile	Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile. To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it. To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it.
   Metrics	Check the box next to the specific metric type you would like to filter for. After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for. Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.
   Categories	Check the box next to the categories you want to filter for. To select only certain terms in a category, click the filter you just selected again and select the checkbox next to each term. Clear the checkbox to remove it.

6. Once you have finished configuring any filters, click .

Apply Widget Filters

You can filter the data that appears in the widgets Graphical representation of data that meets specified filter criteria. by clicking the filter icon in the upper right corner of a widget. These filters only apply to individual widgets Graphical representation of data that meets specified filter criteria.. They don't affect the data in other widgets in the workspace.

To remove a filter, click the x next to it, then click . You can also click more options > Reset Widget Filters on an individual widget.

1. Click My Data and then click the name of the dataset you want to view.

2. Click in the top right corner. The Date Range drop-down and the Add Filters button appear. You can hide the filter options by clicking Filters in the top-right corner.

3. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

4. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter. This icon appears blue if filters are applied.

5. Click the filter you just added to finish configuring the filter options.

   Learn more about filter options

   Filter	Details
   Channels	Filters data by channels used by your organization. Supported channels include: Inbound and outbound Voice. Omnichannel Chat. Omnichannel Email.
   Frustration	Filters data based on whether the contact was frustrated 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. . Select one of the following Frustration options: Frustrated: Only displays interactions where the client was frustrated. Not Frustrated: Only displays interactions where the client was not frustrated. Note that frustration is different from negative 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).. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else.
   Readability	Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns transcripts confidence ratings based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating: High: Only displays interactions with transcripts that are easier to read. Low: Only displays interactions with transcripts that are more difficult to read. Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.
   Resolution	Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options: Resolved: Only displays data for resolved interactions. Unresolved: Only displays data for unresolved interactions.
   Participant	Lets you view data from either the agent side or contact side of interactions. When you drill down to view the interactions, you still see both sides. This filter may be more helpful when used with keywords and phrases, entities, company profile terms, and category results. Select one of the following Participant options: Agent: Only displays agent data. Client: Only displays client data.
   Keywords and Phrases	Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. It may be helpful to use the Participant filter in conjunction with this filter to see who is using certain words or phrases. Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down: Have: Displays data for interactions that mention the word or phrase you enter. Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter. Not have: Only displays data for interactions that don't mention the term you enter. Select one of the following options from the Matching drop-down: Exact: Only displays interactions that include the term or phrase exactly as you enter it. Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on. If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to 8 words between them. The default is 0. For example, the phrase speak manager with a proximity of 2 would capture the phrases speak to a manager, speaker with your manager, and so on. Click Add when you're finished. Repeat these steps to add additional filters.
   Entities	Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead. Select whether you want to Include Entities or Exclude Entities. Enter or select the entities you want to include or exclude.
   Sentiment	Select one of the following 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). types: Overall Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. Once, you've selected a sentiment type, select one or more of the following sentiments: Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction. Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction. Note that negative sentiment is different from frustration 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.. Some phrases can be both negative and frustrated. However, a client may be discussing a negative issue they want addressed without necessarily being frustrated. Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile. Mixed: The number of positive and negative cues in an interaction are essentially equal. If you don't select a sentiment the default is to include interactions of all sentiments.
   Company Profile	Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile. To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it. To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it.
   Metrics	Check the box next to the specific metric type you would like to filter for. After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for. Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.
   Categories	Check the box next to the categories you want to filter for. To select only certain terms in a category, click the filter you just selected again and select the checkbox next to each term. Clear the checkbox to remove it.

6. Once you have finished configuring any filters, click .

Create 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 ico 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 workspace Named view of one or more widgets., select Add Workspace.

4. Click 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 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 in the top right corner of the workspace and click Duplicate.

5. Click 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 workspace Named view of one or more widgets. in which you want to add the new widget Graphical representation of data that meets specified filter criteria..

2. Click the Widget Drawer .
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 > Settings in the top right corner of the widget. The configuration options are different for each widget.

   Learn more about widgets

   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 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). 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 frustrated 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 entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. not keywords 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 entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in the company profile 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 > 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 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 category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends..

1. Click 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 > 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. Complete the fields to save a search. Your configuration now appears as a saved search option.

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