Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics application. In other words, it converts contact center interactions into easily-understood data. Supervisors and managers can use this data to improve agent performance.

Terms and Concepts

Concepts related to your Data
Concept Definition Details

Transcript

Written form of a voice or digital interaction

Interaction Analytics collects digital interactions immediately, since they're already in written form. Voice interactions must be transcribed. They're collected by Interaction Analytics as soon as transcription is complete. Transcripts are then parsed. This means they are broken into parts to identify keywords, phrases, and entities.

Dataset

Set of transcribed, parsed interactions You can create datasets for different purposes, using time periods and other criteria that you specify.

Entity

Specific themes or concepts in your data Interaction Analytics contains some entities out-of-the-box. For example, the "sound quality" entity applies to transcripts where people say key phrases like "I can't hear you" or "you're breaking up." Administrators can also create custom entities for specific entity types on the Company Profile page.

Keywords/Phrases

Specific words or phrases with significance to your company

Interaction Analytics can tell you the top keywords and phrases occurring in your interactions. You can also include keywords and phrases in dataset criteria, categories, and use them to filter data.

Sentiment

Overall mood or result of an interaction Interaction Analytics determines sentiment for an interaction by examining words and phrases in context. This makes it easier to see whether the interaction was successful. By default, interactions can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray). You can set the sentiment for custom entities. You can also adjust the sentiment for out-of-the-box entities based on how your company or industry uses them.
Concepts related to Organizing your Data
Concept Definition Details

Category

Way of organizing data parsed from transcripts Interaction Analytics puts your parsed data into categories that help you understand it more easily. You can add custom categories to those that come out-of-the-box with Interaction Analytics.

Category Folder

Groups of related categories for easier reference On the Categories page, you can group related categories in folders and sub-folders. This lets you find them more easily.

Category Template

Sets of related categories to be displayed on a page or in a widget

Category templates let you create custom sets of categories. You can use these templates against one dataset or against multiple datasets over time. The results offer a more complete view of the interactions in the dataset.

Interaction Analytics comes with a variety of categories out-of-the-box. It also includes 12 category templates, such as Intent to Buy and Risk Aversion. You can copy and modify the default templates. You can also create your own custom templates.

Concepts Related to Displaying Your Data
Concept Definition Details

Workspace

Collection of widgets

Workspaces are collections of one or more related widgets displayed in a specific way. When a user opens a dataset, they see their workspace, like a dashboard, for that dataset. This gives them the information they need to make decisions.

Interaction Analytics comes with a variety of helpful workspaces out-of-the-box. Administrators can also create custom workspaces for their users.

Workspace Template/Set

Collection of workspaces Workspace templates, or sets, are groups of workspaces that usually relate to a specific theme. Interaction Analytics comes with a variety of helpful workspace templates out-of-the-box. You can also create custom templates for your unique needs. You can apply a workspace template to a dataset so that users opening that dataset will have all the information they need at their fingertips.

Key Facts About Interaction Analytics

  • Actions and permissions in Interaction Analytics are designed around three roles:
    • Data users need to see and use data and metrics from Interaction Analytics to drive positive outcomes. These users are often managers and supervisors in the contact center. They need the View permission. This lets them open datasets and filter the data. They can also read and use the widgets in their workspaces.
    • Data managers work with the data so that it's relevant and useful to the data users. They are often contact center managers or data analysts. These users need the Edit permission, which includes View plus additional capabilities. They can create new and modify existing datasets, view dataset categories, and configure the company profile.
    • Administrators do more advanced configuration of Interaction Analytics. They could be data analysts, contact center administrators, or even IT administrators. These users need the Admin permission, which includes View and Edit plus additional capabilities. They can create and manage workspaces and workspace sets so data users can view see the information they need, when they need it. Administrators can also create and manage categories, category templates, and rules.
  • You can include interactions from these channels in your datasets:
    • Inbound and outbound voice
    • Omnichannel chat
    • Omnichannel and email
  • You can analyze English, Brazilian Portuguese, and Spanish interactions. You can create datasets for each language. You can also create custom categories, sentiments, and entities to use with these datasets. Languages other than English have their own widgets. Frustration and resolution status are not supported for non-English interactions. Analysis for additional languages is a purchasable add-on to Interaction Analytics English. Non-English analysis cannot be purchased as a stand-alone product.
  • You can use analytics data to route inbound emails using the Analytics-Based Text Routing feature. There are eight different types of routing. These include overall sentiment, sentiment at the end of the interaction, and frustration.