Interaction Text Widget

Required permissions: Interaction Analytics View

The Interaction Text widget offers a quick view of the most recent interactions available in Interaction Analytics. The default view displays the first couple lines of the interaction plus a colored indicator that represents 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). of the contact. You can expand the interaction to see more.

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

Interactions Text widget showing the first couple sentences of 2 interaction transcripts.

Read the Interaction Text Widget

Each interaction contains the following: 

  • The date and time at which the conversation occurred. This is in gray text on the top left corner of the transcript.
  • The first few lines of the interaction.
  • A See More Interaction Text link. Clicking this link expands the interaction.
  • When the interaction is expanded, a Hide More Interaction Text link allows you to collapse it again.

Most voice interactions should differentiate between the agent and contact. Some interactions may be hard to read because the call was recorded in a single audio stream (mono). Interaction Analytics uses diarizationClosed Process for converting a voice interaction from mono to stereo, allowing agent and contact sides of the interaction to be analyzed independently. to separate the interaction audio. This is not as effective as calls recorded natively in separate streams (stereo), especially when the agent and contact talked over each other.

  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..

Modify the Interaction Text Widget Settings

You can modify the Interaction Text 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.

Save Interaction Text 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..