What People Are Talking About Widget

Required permissions: Interaction Analytics View

The What People Are Talking About Widget displays the top 50 terms of interest used in a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. These terms of interest are entitiesClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants., not keywords. The widget searches for entities based on their meaning, context, and relevance to information in the company profileClosed Page in Interaction Analytics where you can create custom entities.. This is different from the Keywords Widget. The Keywords Widget only focuses on keywords and phrases with the most occurrences. It does not consider context or meaning.

You can sort the bubble chart in the widget into different categories depending on the view you choose. Terms new to the top 50 most-used terms are marked with a dotted border. This can help you understand trends in interactions in your contact center. You can click individual bubbles to learn more about interactions that mentioned a term. You can filter the widget to include or exclude interactions containing certain terms.

The size of a bubble corresponds to the number of times a term was mentioned. So, the larger the bubble, the more common the term is in conversations in your contact center. Unhelpful words such as "you," "and," or "a" do not appear in the widget.

Interested in a more visual approach? Watch this short training to learn about this widget.

Example of Terms of Interest bubbles in the What People Are Talking About Widget

View Details about a Term

Sometimes bubbles are too small to display text. You can hover your cursor over a bubble in the chart to see details about a term.

These details include:

Example of term details, including the term name, volume, type, and associated sentiment

Sort the Terms

You can sort the chart in the widget by 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)., type, terms of interest,. You can sort the bubble chart to organize the terms to make the data you want easier to consume. You can sort the terms by: 

  • Terms of Interest: This is the default view. This view displays all terms you might be interested in based on the type of data collected in the dataset.
  • Sentiment: This view separates the terms into different groups based on the sentiment of the associated interactions.

    Sentiment is color-coded consistently so that any sentiment data in widgets or charts is represented by the following color assignment:

    • Negative: Red

    • Positive: Blue

    • Mixed: Dark gray

    • Neutral: Light gray

  • Type: This view displays the terms organized by the following term types:
Term Type Description
Staff Entities that relate to your contact center staff, such as "agent," "customer care," or "technical support".

Person

People mentioned by name.

Company

Companies mentioned. This includes your company and others mentioned in the company profile configuration.

Issue Issues discussed in contact center conversations, such as "sound quality" or "open ticket".
Assorted Terms that do not fall under any of the other types.

Filter by Entity

You can include, exclude, or hide data related to specific terms directly in the chart. You can also filter any widgetClosed Graphical representation of data that meets specified filter criteria. using the dashboard filter pane (indicated by a funnel in the top right corner of your screen) icon. For this widget, you can use the Entity drop-down in the dashboard filters pane to include or exclude data related to specific terms. The chart always contains 50 terms, so when you apply a filter or hide a term, new terms appear to take the place of removed terms.

  • To view data only from interactions that mention one of the terms, click the term and select Include. The chart refreshes to display the filtered data.
  • To view data only from interactions that do not mention one of the terms, click the term and select Exclude. The chart refreshes to display the filtered data.

Clicking Include or Exclude affects the whole dataset, not just the interactions displayed in the widget.

  • To hide a term from the chart without affecting the data displayed, click the term and select Hide Term. The term disappears from the chart and the next most frequently used term takes its place. You won't see the term in a bubble, but the widget still displays other data from interactions that mention the word or phrase.

Filter by Entity Type

You can filter the What People Are Talking About widget based on entity types in the chart. For example, if you want to view only product entities, you can select Product and view the top 50 terms for that entity type.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the dataset.
  2. Click Edit Workspace.
  3. Click Options icon of 3 verticle dots in the top right corner of the widget.
  4. In the Widget Options drop-down, select the desired entity types.
  5. Click OK.

Remove Filters

You may want to remove filters you've applied to analyze different trends in your data.

Remove Filters to Include/Exclude Entities

  1. Open the dashboard filter paneicon and click the Entities drop-down.

  2. To remove all filters, click the reset icon to the right of the word Entities. You can also remove filters from individual entities by clearing the checkbox to the left of them.

Display Hidden Entities

  1. To display terms that you hid from the chart, click Options icon of 3 verticle dots in the top right corner of the widget, and select Hidden Terms.

  2. In the Hidden Terms window, click the gray X beside each term you want to display in the chart again. To display all hidden terms you can click Remove All Hidden terms.

  3. Click Close.

View Related Interactions and Transcripts

  1. To view transcripts related to a bubble in the chart, click the bubble and select Show Interactions.

  2. Click on a line of text to view the transcript. The related entity is highlighted.

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 What People Are Talking About Widget Settings

You can modify the What People Are Talking About widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., and specify which entities appear in the widget.

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.

Customize Which Entities Types Appear in the Widget

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Click Widget Options to open the drop-down.
  4. Scroll through the list of entities (organized by category) and select the checkboxes corresponding to the entities you want to appear in the widget. Clear the checkboxes of any entities you do not want to appear in the widget.
  5. Click OK.

Export the What People Are Talking About 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 the What People Are Talking About 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..