Configure Datasets

Required permission: Interaction Analytics Edit

Datasets analyze data that meets specific criteria within a selected time period. Datasets can include any supported interaction type. You can filter the dataset to include or exclude interactions using certain keywords, phrases, or entitiesClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants.. Other filters include sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., metrics, frustrationClosed 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., and resolution status. You can apply a workspace template when you create a dataset. If you plan to apply new templates, you must create them before you create the dataset.

You can click more optionsicon of 3 verticle dots > Edit Dataset to change a dataset after it has been created. You cannot change the name of the dataset, but you can edit any of the other fields.

Create a Dataset

Configure Dataset Fields

  1. Click the app selector and select Analytics. If you're already working in Interaction Analytics, skip this step.

  2. Click My Data if you're on another page in Interaction Analytics. If you just selected Analytics, the My Data page displays by default.

  3. Click Analyze New Data in the top right corner.

  4. Configure the fields for your dataset.

    Field Details
    Dataset Name You cannot change the dataset name after you have saved and created a dataset. You cannot use special characters in the dataset name.

    Dataset Period

    You can select a time span or set a custom date range. To select a custom date range you must select a start time and end time on the calendars.

    • The start time is the earliest date and time an interaction must have occurred to be included. The default start time is the date the data began.
    • The end time is the latest date and time an interaction must occur. The default end time is 10 years from today.
    • The start time and end time can be a past, present, or future date and time, but the end time must be after the start time.

    Important: If you do not want to select a static date range, click Real time icon instead of an end time. This ensures that your dataset will update continually and won't expire.

    Language If your organization uses Interaction Analytics with multiple languages, you must select a language before you can continue configuring the dataset.
    Channels

    Specifies which channels you want to include in the dataset for analysis. You can include any combination of supported channels. You must select at least one channel to save the dataset.

      • Inbound and outbound voice .
      • Omnichannel chat.
      • Omnichannel email.
    Workspace Sets Specifies which workspaceClosed Named view of one or more widgets. set you want to use for the dataset. This determines what kind of workspace template options will appear to use with the dataset. Different workspace templates come preconfigured with specific widgets. You can edit and add multiple workspaces for a dataset.

Configure Filter Criteria

  1. Click the + in the middle of the screen to add criteria to your dataset. You can add multiple criteria fields if you want to include interactions meeting certain criteria and exclude others. If you want to include all interactions from the specified time period, leave this field blank and skip to the last step.

  2. Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them, meaning that all the specified conditions of a single rule set must exist for a contact to fall into the dataset, besides those in the At least one of these field.

    Condition Details
    All of These An interaction must include all keywords, phrases, or tags entered in this field to be a match. All the criteria in the field assume an AND relationship.

    At Least One of These

    An interaction may be a match if it includes one of the keywords, phrases, or tags entered in this field. You can create multiple instances of this field by pressing the + button. All criteria within a field assume an Or relationship to each other. However, each instance of the field assumes an AND relationship with the others.

    For example, if one At Least One of These field contains keywords Longbourn and Bennet, interactions containing one or both of those words are included. If another At Least One of These field contains keywords Netherfield and Bingley, interactions that mention either of those words are also included, even if they don't mention the keywords Longbourn or Bennet from the other criteria field. Interactions that contain any combination of these keywords from both criteria fields would be included.

    None of These Interactions must not contain any one of the keywords, phrases, or tags entered in this field to be a match.

  3. To include or exclude interactions by Phrase, Keyword, or Sentiment click the corresponding tag or begin typing a keyword, phrase, or entityClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants..

    Field Details
    Phrase

    Pulls in data based on whether a specific phraseClosed Combination of words that have special significance when used together in a specified order, such as "want to cancel". was mentioned in interactions.

    1. Type a phrase and click Enter or select the Phrase tag. Phrases must be enclosed in quotation marks, for example, "Rosings Park".

    2. Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example, if you enter "want to cancel", it could return interactions that include wanted to cancel, wanting to cancel, and so on.

    3. Click the Proximityicon drop-down to specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. The default is 0, meaning the words must be together and in the right order. Configuring Proximity means the words in the phrase don't have to be consecutive and that they can have up to eight words between them. For example, the phrase speak manager with a proximity of 2 would capture the phrases "speak to a manager", "speaker with your manager", and so on.

    4. Select the Participants you want to have used the phrase. The default setting is to include interactions where Either the agent or client used the phrase. You can also choose to see interactions where the phrase was used by only the Agent or the Client.

    Keyword

    Pulls in data based on whether a specific keyword was mentioned in interactions.

    1. Type a keyword and click Enter or select the Keyword tag.

    2. Click the button to the right of the phrase to search for an Exact Match or to Match with Variations. = Exact Match is the default. If you choose Match with Variations, the criteria will also include variations similar to the phrase you entered. For example if you enter activate, it could return interactions that include activate, activates, activating, activated, and so on.

    3. Select the Participants you want to have used the keyword. The default setting is to include interactions where Either the agent or client used the phrase. You can also choose to see interactions where the phrase was used by only the Agent or the Client.

    Sentiment

    Pulls in data based on the sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. assigned to interactions.

    1. Select the Sentiment you want to focus on: Positive, Negative, Neutral, or Mixed.
    2. Click the double arrows overall sentiment icon to select when this sentiment must have occurred during the interaction. Overall sentiment is the default.
      • Overall : The sentiment for the whole interaction.

      • Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment.

      • End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment.

    3. Select the Participants whose sentiment you want to focus on. The default setting is to include interactions where Either the agent or client exhibited the sentiment. You can also choose to focus on the sentiment of only the Agent or only the Client.

  4. To include or exclude interactions by metrics like team name or skill name, click the Metric tag and select the metric type from the list.

    Field Details
    Metric

    Pulls in data based on whether it meets a certain metric value or threshold. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.

    Depending on the metric you select, you need to complete one of these additional configuration steps:

    • If you select a boolean field, select true from the drop-down to show only interactions where the field applies. Select false to show only interactions where the field does not apply.

    • If you select a string field like a name or ID, enter or select the value in the text field. This will only include interactions where the specified condition exists.

    • If you select an integer field, like seconds or counts, select an operator from the drop-down and enter an integer value. Only interactions that meet the specified threshold appear in the dataset.

      • Equals: Data appears in the dataset if the value for the field is equal to the specified value.

      • Greater Than: Data appears in the dataset if the value for the field is higher than the number specified.

      • Less Than: Data appears in the dataset if the value for the field is lower than the number specified

      • Greater Than or Equal To: Data appears in the dataset if the value for the field is either higher or the same as the number specified in value.

      • Less Than or Equal To: Data appears in the dataset if the value for the field is lower or the same as the number specified in value.

  5. To include or exclude interactions by Frustration or Resolution select the corresponding tag.

    Field Details
    Frustration Pulls in data from interaction where the contact became frustratedClosed 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..
    Resolution

    Pulls in data based on the resolution status at the end of a contact.

    Select Resolved to view only resolved interaction data. Select Unresolved to view only unresolved interaction data.

  6. To add a new rule set, click Add Criteria. Rule sets have an OR relationship with each other, so interactions that satisfy any one of the rule sets configured in the dataset rule fall into the dataset. You can group rules and rule sets together to create more complex rules.

    You can create two or more rule sets and group them together using AND, NOT, and OR within each rule set. You can then have additional rules or rule sets and define how each one interacts with the other. This allows you to create more complex rules to determine how you want interactions to match. For example:

    Without Grouping

    Rule1 AND Rule2 OR Rule3​

    AND is evaluated first, then the OR​

    Results:​

    Rule1 AND Rule2 = True (match)​

    OR Rule3 = True (match)

    With Grouping

    Rule1 AND (Rule2 Or Rule3)​

    Forces Rule2 and Rule3 to be evaluated first, and then is paired with Rule1​

    Results:​

    If Rule2 OR Rule3 is a match, it will now look at Rule1​

    If Rule1 is a match, then the interaction matches the dataset​

    If neither Rule2 OR Rule3 is a match, no match​​

  7. When you are finished adding criteria, click Save.