Frustrated Interactions Widget

Required permissions: Interaction Analytics View

The Frustrated Interactions widget allows you to see what types of contacts are more frustrated Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. than others. You can configure the widget to display different data. You can view the number of frustrated contacts for categories you specify. You can also see the top ten categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. or agents with the largest number of frustrated contacts.

Note that negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. is different from frustration. All frustrated interactions should also be negative. However, sometimes a client may be discussing a negative issue they want addressed without necessarily being frustrated. Frustration only measures cues for the client, while sentiment can measure cues for both the client and the agent. Frustration is a better filter to use to investigate why clients are upset, disappointed, or angry.

Watch this short training video to learn more about this widget.

Read the Frustrated Interactions Widget

Categories View

Each bar represents a category and indicates the total percentage of contacts in that category who were frustrated. Click a category bar to see the percentage of frustrated contacts in this category per channel, and to see the three agents with the highest percentage of frustrated contacts in the selected category.

Agents View

Each bar represents an agent and indicates the total percentage of contacts the agent handled who were frustrated. Click an agent bar to see the percentage of frustrated contacts for this agent per channel.

View Interaction Details

You can view the transcripts for frustrated contacts by category or agent. To view transcripts, click on a bar in the chart and select Show Interactions. A pop-up containing the corresponding contacts appears. For category transcripts, the related category words and phrases are highlighted in each transcript if applicable. For example, if you click Intent to Buy Competitor Products and select Show Interactions, the pop-up contains all transcripts in the dataset that fall under the Intent to Buy Competitor Products category and the related category that triggered its inclusion is highlighted.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

• Viewing transcripts.
• Listening to call recordings.
• Highlighting selected items.
• Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Frustrated Interactions Widget Settings

You can modify the Frustrated Interactions widget settings to apply filters, change the name of the widget in the workspace Named view of one or more widgets., change the default view, and specify the categories you want to appear in the widget.

Change the Title of the Frustrated Interactions Widget

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Enter the new widget name in the Title field.
4. Click OK.

Specify the Default View for the Frustrated Interactions Widget

You can toggle between the Agents and Categories views in the Frustrated Interactions widget. However, you can specify which of the two views appears in the workspace by default.

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.
4. In the Default View field, select either Categories or Agents to specify which you would like to be the default view.
5. Click OK.

Specify Categories to Display in the Frustrated Interactions Widget

When you choose up to 10 specific categories to display in the Frustrated Interactions widget, the widget shows only those categories in the Categories view, and the widget only represents frustration for matching categories that were handled by the displayed agents in the Agents view. All frustrated contacts under different categories are filtered out of both views of the widget.

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.
4. Clear the Display Top Categories checkbox.
5. Navigate to the category folders or use the search bar above the category list to locate the categories you want to include in the widget. Select the checkbox next to each category you want to include. A counter to the right of the Display Top Categories checkbox displays how many of the 10 maximum categories you have selected.
6. Click OK.

Specify Agents to Display in the Frustrated Interactions Widget

When you choose up to 10 specific agents to display in the Frustrated Interactions widget, the widget shows only those agents in the Agents view. The widget only represents frustrated contacts for those specified agents that handled the displayed agents in the Agents view.

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.
4. Clear the Display Top Agents checkbox.
5. Use the search bar above the agent list to locate the agents you want to include in the widget. Select the checkbox next to each agent you want to include. A counter to the right of the Display Top Agents checkbox displays how many of the 10 maximum agents you have selected.
6. Click OK.

Export the Frustration Chart as CSV

1. Click Options in the top right corner of the widget.
2. Click Export .

Save the Frustration Chart as an Image

Images are exported as PNG files.

1. Click Options in the top right corner of the widget.
2. Click Save Chart as Image .