Achieve Your Business Goals with Interaction Analytics

Interaction Analytics (IA) helps you make new insights and achieve your business goals. It helps you learn more about your agent performance and customer experience, so you can make plans for improvement. You can use IA to filter and categorize interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to focus on specific topics and metrics.

These resources help you get the most out of IA. They provide instructions and guidance to enable you to use the tool most effectively. If you are new to Interaction Analytics, explore the video trainings, tutorials, and best practices below. If you're interested in expanding your abilities in IA, explore our success guides.

Getting Started with Interaction Analytics

Learn about the tools available in Interaction Analytics (IA). If you're new to IA familiarize yourself with key terms and tools available to you.

What to Focus on in the First 30 Days

Make sure to complete these trainings and tutorials to maximize your understanding and use of Interaction Analytics.

The following video trainings are available in DOJO. They each take about 30–45 minutes to complete.
Establish a baseline for your current performance.
Learn about best practices for using IA.
Familiarize yourself with key terms and metrics used in IA.

Expand Your Abilities in IA

Not sure where to start? You can access success guides below based on common business goals and use cases for Interaction Analytics. They help you build focused workspaces Named view of one or more widgets. and use widgets Graphical representation of data that meets specified filter criteria. and filters to enhance your analysis. The table headings below describes goals these success guides can help you accomplish.

More success guides will continue to be added in the future.

Some of these guides appear in each section because they can help you accomplish multiple goals. The tables explain how the same success guide can be used for different purposes. Read the descriptions below to see which guides are most applicable to what you want to measure and improve.

Improve Agent Efficiency

Success guide	what it helps you Measure and improve
Self-Service Opportunities	Find ways to give customers more self-service resources to reduce your overall interaction volume. This can help you save time and money. Agents can use the time they save to handle more interactions. They can also focus their time on more complicated customer needs and interactions.
Silence Time	Uncover if agent's are using time ineffectively or inappropriately. Discover confusing processes where customers are on hold for long periods of time.
Frustration	Find ways to resolve issues frustrating customers, so agents' jobs are less stressful. Help agents spend less time handling frustrated customers, so they can attend to more contacts.
Agent Phrase Insights	Improve agent efficiency and compliance. Increase your sales potential. Agents who adhere to company processes tend to perform better.
Interaction Reasons	Identify common interaction reasons or unexpected volume of interactions. Verify if new or updated workforce processes are needed to resolve issues.

Reduce Risk of Customer Loss

Success guide	what it helps you Measure and improve
Sentiment	Compare team or agent performance. Find issues causing negative responses from customers. Identify agent behavior causing negative interactions.
Interaction Reasons	Identify teams and agents with low issue resolution.
Agent Phrase Insights	Minimize fines and other costs resulting from non-compliance. Avoid lawsuits based on non-compliance.
Silence Time	Identify what's causing high silence time. See which agents are not using their time well.
Frustration	Identify and resolve problems upsetting customers. Enhance agent training, improve business processes, and fix product issues.

Improve Customer Satisfaction

Success guide	what it helps you Measure and improve
Sentiment	Identify unclear or confusing processes. Understand where additional training is needed. Empower agents to resolve interactions effectively. Validate when promotions, offers, or other opportunities are well received by customers.
Interaction Reasons	Identify teams and agents with low issue resolution. Improve training and processes to positively impact customer experience.
Agent Phrase Insights	Prepare agents to handle frequently asked customer questions, so you can avoid long hold times. Ensure agents respond to objections as trained. Make sure agents greet customers with required phrases, such as recording statements.
Silence Time	Identify agents with above average interaction silence. Improve agent training and expand skill sets.
Frustration	Identify issues with products, processes, or agent behavior. Mitigate negative customer experiences.