Frustration Trend Widget

Required permissions: Interaction Analytics View

The Frustration Trend Widget displays the number of frustrated contacts over time. You can drill down to see what happened in spikes of frustration. Some spikes are just increases in call volume, but the chart can show when the number of frustrated contacts fluctuates and allows you to investigate the cause. This widget is supported for the following channels:

  • Inbound and outbound voice .
  • Omnichannel chat.
  • Omnichannel email.

Watch this short training video to learn more about this widget.

Read the Chart

The Interaction Analytics engine detects contact frustration. The Frustration Trend chart shows how many contacts were frustrated over time and how many were not.

The vertical measurement is the number of contacts that occurred and the horizontal measurement is time. If you are looking at a short period of time, it is in hours and if you are looking at a long period of time, it is in days. Any point on the chart is the number of calls that occurred on a certain day or at a certain time.

When you hover the colored area of the chart, you can see the date and time the contacts occurred and number of contacts that occurred at the time.

View Interaction Details

You can click the orange area of the Frustration Trend widget to drill down and see which contacts were frustrated at that point.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

  • Viewing transcripts.
  • Listening to call recordings.
  • Highlighting selected items.
  • Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Frustration Trend Widget Settings

You can modify the Keywords Widget settings to apply filters or to change the name of the widget in the workspaceClosed Named view of one or more widgets..

Change the Title of the Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Export Sentiment Trend Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..

Save Sentiment Trend Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..