Interaction Text Widget

Required security profile permissions: NICE inContact Interaction Analytics View

The Interaction Text widget offers a quick view of the most recent contacts available in the application. The default view displays the first couple lines of the contacts plus a colored indicator that represents the sentimentClosedThe overall mood of the contact, or the result of the call as determined by analysis of words, phrases, and context of the transcript. An interaction can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray). of the contact. You can expand the contact to see more.

Read the Interaction Text Widget

Each contact 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 contact.
  • A See More Interaction Text link. Clicking this link expands the contact.
  • When the contact is expanded, a Hide More Interaction Text link allows you to collapse it again.

Most voice contacts should differentiate between the agent and contact; however, some contacts are hard to read because the call was a mono recording and diarizationClosedThe process the Nexidia engine uses to split a call recording in mono sound into separate agent and contact sides of the conversation. had to take place, which is not as effective as stereo-recorded calls, or because the agent and contact talked over each other.

These instructions detail how to export the chart into .csv format.

  1. Click the down arrow in the top right corner of the chart.
  2. Click Export.

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 workspaceClosedThe named view of one or more analysis widgets..

Change the Title of the Interaction Text Widget

  1. Click the three stacked 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

These instructions detail how to save the chart as a PNG image.

  1. Click the down arrow in the top right corner of the chart.
  2. Click Save Chart as Image.