Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics engine that converts contact center call, email, and chat transcripts into consumable data that allows contact center supervisors and managers to better understand what is happening in the contact center.

The application collects transcripts for email and chat immediately, and for calls after the voice transcription process completes. It parsesThe process of analyzing data and breaking it into parts. The NICE inContact Interaction Analytics application parses transcripts to locate frequently mentioned keywords, phrases, and entities and place the data into categories. and categorizesThematic buckets into which the NICE inContact Interaction Analytics engine places parsed call transcript data to make it easier to find trends. the data, and clarifies terms based on context. An administrator can create custom categories and category setsThe structure of the transcript data your topic gleans, organized to aid in using the data for a specific purpose. Out-of-the-box category sets include Intent to Buy and Risk Aversion. by which the data is organized. Some entitiesA term that represents a theme or concept. NICE inContact Interaction Analytics intelligently searches for related keywords and context to gather instances of the concept rather than searching for every specific instance of a keyword. For example, the 'sound quality' entity applies to transcripts where people say things like "I can't hear you" or "you're breaking up". You can create custom entities specific to your organization in the company profile. exist inside the application to help locate mentionsThe appearance of a keyword, phrase, or entity in topic transcripts. of those entities, even if the exact name was not mentioned. You can create your own custom intelligent entities through the company profileA form where you can create custom entities that inContact Analytics can use to parse and analyze data that is of interest to your company..

You can create datasets of data to pull in transcripts from certain time periods, to come from certain channels, and to contain only certain keywords or phrases. You can select a workspace setA set of multiple workspaces grouped as a reusable template. When you first save a topic, you choose a dashboard set as the starting set of dashboards for the topic. for each datasetA set of voice, email, or chat transcriptions from your contact center that spans a specific period of time and matches your specified filter criteria. and customize the workspacesThe named view of one or more analysis widgets. and widgetsA graphical chart with data that meets specified filter criteria to help contact center supervisors and managers understand trends in the contact center. that are available when a supervisor or manager opens those datasets. Supervisors and managers can then open those datasets to view, filter, and drill down into those Workspaces.

Because your Interaction Analytics account is linked to your NICE inContactCXone account, you don't have many account options in Interaction Analytics. You can log in and out of the application using your account credentials and you can view third party library information, including copyright and license information, from the account area of the application.

How to Use the Interaction Analytics Online Help

The Interaction Analytics online help is organized into sections, including those based on the three Interaction Analytics roles granted in security profiles, as well as a section for Analytics-based Text Routing:

• The Data Analysis section provides instructions for actions available to users with the View permission. This permission is generally granted to supervisors who need to view the data but not manage it. It contains procedures for opening a data dataset, reading and using the widgets, and filtering the data.
• The Dataset Management section provides instructions for actions available to users with the Edit permission. These users can also perform the same actions as those with the View permission. This section describes how to create new datasets, modify existing datasets, view dataset categories, and configure the company profile.
• The Configuration and Administration section provides instructions for actions available to users with the Admin permission. These users can also perform the same actions as those with the View and Edit permissions. This section contains procedures for creating and managing workspace setsA set of multiple workspaces grouped as a reusable template. When you first save a topic, you choose a dashboard set as the starting set of dashboards for the topic., workspaces, and category sets and for modifying categories and category rulesA tag is a keyword or phrase, with or without variants, that you add to the company profile as a custom entity. The NICE inContact Interaction Analytics Engine then looks for mentions of the tag in existing and future data sets so you can view data that is relevant to your organization..

Each role empowers users with more permissions, not different ones, so an Admin user may use all three sections while the Edit user uses two sections and the View user uses only one.

Interaction Analytics Workspace

Field	Description
My Data (1)	See the current datasets that are configured for your business unit. By clicking Analyze New Data in the right-hand corner, you can create a new dataset.
Settings (2)	Make changes to your data. You can save changes to be applied later or click Update Data to apply changes to all of your datasets. Clicking Update Data will reprocess all of your stored data for the entire account and may take several hours. Settings options include: Company Profile - Add or delete keywords, phrases, or entities to your company profile. Corrections - Add transcript corrections to be applied to all of your data. Custom Sentiment - Change the sentiment to the terms or phrases you enter. If a negative phrase is a normal part of speech in your business, you may assign it a different sentiment to it does not show as negative in your sentiment analysis. Ignored Phrases - Add phrases that you do not want analyzed in your data.
Templates (3)	Create your own category templates and workspace templates to use in a dataset. Category Templates - Make a copy of an out-of-the box category sets and configure the category set to your needs. You can add, remove, and rename categories and add category rules. Once saved, the category template will be available in the Category Set drop-down when you create or edit datasets. Workspace Templates - Add the widgets you choose to a custom workspace and add them to a workspace set. You can edit current workspace sets by adding or removing workspaces or by reorganizing the workspace order. Once saved, the workspace set is available in the Workspace Set drop-down when you create or edit datasets.
Records (4)	View data that has been stored for longer than 90 days in Data Retention. Use Ingest to obtain number of records ingested via API.
Interaction Routing (5)	Set up a category set and a company profile specifically for text based routing.
Edit Categories (6)	Add, delete, rename, or move dataset categories. Also allows you to create or edit category rules.
Edit Workspace (7)	Add, delete, or rename the current workspace. Add, delete, move, or configure widgets for your workspace.
Widget Settings (8)	Change the widget name, apply widget specific settings, and apply widget level filters.
Add Corrections or Ignored Phrases from an Interaction (9)	Highlight text from the transcript in the Interactions widget or from the show interactions modal to enter a correction or add an ignored phrase.