Datasets

Datasets are sets of interactions from your contact center that have been transcribed (if voice) and parsedClosed Process of analyzing data and breaking it into parts.. They span a specific time period and match any filter criteria you specify. Interactions can come from voice calls, emails, chats, supported digital channels, or any combination of these.

For example, you could create a dataset from now to a week from today that includes contacts containing the phrase 'Rosings Park' but excludes contacts containing the keyword 'Collins'. The fields available when you specify your filter criteria provide AND, OR, and NOT options.

Maria Bertram is a data analyst in the Classics, Inc., contact center for the Mansfield Park brand of clothing. The contact center administrator has noticed that Classics seems to be losing younger customers lately to a new competitor, Fables Ltd. She wants to make sure none of the contact center agents are recommending Fables to these customers, since Fables recently introduced a new line that's receiving a lot of buzz in social media.

Maria creates a dataset for her administrator to analyze. She configures it for a period of the past 90 days. It includes interactions where the keyword "Fables" was mentioned, but excludes interactions where the customer said that keyword.

Key Facts About Datasets