Key Terms and Metrics

There are several key terms and metrics that you will need to understand to use Interaction Analytics (IA) successfully. To quickly find specific information on this page, press Ctrl+F on your computer keyboard. In the resulting text box, type the information you are looking for. You can also look for the term or metric you would like to understand better in the navigation menu to the right.

Custom Sentiment

You can assign a custom sentiment to certain keywords, phrases, and custom entities in your company profile. For example, in Interaction Analytics, the word cancel is neutral by default, but you may want it to be negative if you're concerned about customers canceling a service. See the sentiment entry on this page to learn more about sentiment.

Datasets

A named set of interaction transcripts that span a specific time period and match any criteria you dictate. When you create a new dataset, it includes all analyzed interactions by default. You can configure datasets to only include interactions that meet specific criteria. You can filter the dataset to include or exclude interactions using certain keywords, phrases, or entities. Other filters include sentiment, metrics, frustration, and resolution status.

Using a single dataset that includes all interactions is usually best. However, you may want to separate datasets by purpose or business unit. For example, you may want to separate datasets by language. Or if you have multiple teams of data analysts, you may want to create a dataset for each team.

Entities

Specific themes, words, or concepts in your data. Interaction Analytics contains some entities out of the box. For example, the "sound quality" entity applies to transcripts where people say key phrases like I can't hear you or you're breaking up. If You can also create custom entities for specific entity types in the company profile.

Filters

Tools you can use to view more specific data on the Search page and in workspace widgets. You can filter by teams, channels, participant, and other metrics like sentiment. The criteria set for a filter can be saved as a search or category.

On the Search page, you can use filters to search across all your data without being restricted by datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. or categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. You can save specific search parameters to apply to workspaces. Within workspaces, you can apply filters to only view data from certain interactions in a dataset. Workspace do not impact the data that displays in Interaction Analytics prebuilt reports.

Learn more about filters

Filter	Details
Channels	Filters data by channels used by your organization. Supported channels include: Inbound and outbound Voice. Omnichannel Chat. Omnichannel Email.
Frustration	Filters data based on whether the contact was 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.. Select one of the following Frustration options: Frustrated: Only displays interactions where the client was frustrated. Not Frustrated: Only displays interactions where the client was not frustrated. Note that frustration is different from negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else.
Readability	Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns transcripts confidence ratings based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating: High: Only displays interactions with transcripts that are easier to read. Low: Only displays interactions with transcripts that are more difficult to read. Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.
Resolution	Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options: Resolved: Only displays data for resolved interactions. Unresolved: Only displays data for unresolved interactions.
Participant	Lets you view data from either the agent side or contact side of interactions. When you drill down to view the interactions, you still see both sides. This filter may be more helpful when used with keywords and phrases, entities, company profile terms, and category results. Select one of the following Participant options: Agent: Only displays agent data. Client: Only displays client data.
Keywords and Phrases	Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. It may be helpful to use the Participant filter in conjunction with this filter to see who is using certain words or phrases. Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down: Have: Displays data for interactions that mention the word or phrase you enter. Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter. Not have: Only displays data for interactions that don't mention the term you enter. Select one of the following options from the Matching drop-down: Exact: Only displays interactions that include the term or phrase exactly as you enter it. Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on. If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to 8 words between them. The default is 0. 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. Click Add when you're finished. Repeat these steps to add additional filters.
Entities	Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead. Select whether you want to Include Entities or Exclude Entities. Enter or select the entities you want to include or exclude.
Sentiment	Select one of the following sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. types: Overall Sentiment: 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. Once, you've selected a sentiment type, select one or more of the following sentiments: Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction. Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction. Note that negative sentiment is different from frustration 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.. Some phrases can be both negative and frustrated. However, a client may be discussing a negative issue they want addressed without necessarily being frustrated. Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile. Mixed: The number of positive and negative cues in an interaction are essentially equal. If you don't select a sentiment the default is to include interactions of all sentiments.
Company Profile	Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile. To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it. To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it.
Metrics	Check the box next to the specific metric type you would like to filter for. After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for. Sentiment: 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. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.
Categories	Check the box next to the categories you want to filter for. To select only certain terms in a category, click the filter you just selected again and select the checkbox next to each term. Clear the checkbox to remove it.

Frustration

Frustration cues are words and phrases that indicate customer frustration based on language in an interaction transcript. Frustration cues are not influenced by voice characteristics, such as tone, volume, and speed.

Note that negative sentiment is different from frustration. All frustrated interactions should also be negative, but in rare cases negative sentiment may not correlate with frustration. Some phrases can be both negative and frustrated. However, 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.

See the sentiment entry on this page to learn more about negative sentiment.

Examples of frustration cues

Frustration cue examples
I want to speak to your manager.	I keep calling... or This is the third time I've called.
I'm sick and tired of this...	I'm not happy about the delay.
I can’t even get into the website.	This doesn’t make sense… or "I don't understand."
This is so annoying. or This is starting to get irritating.	This is awful. or This is terrible.
I can’t believe they hung up on me. or This is unbelievable.	Your attitude is really disappointing.
This is just bad customer service.	The product is garbage.
I'm so upset.	Any profanity.

Interaction

A conversation between an agent and a client. An interaction can consist of multiple contacts if the same client has multiple complete conversations regarding the same issue. A contact can also consist of multiple segments if a client is transferred to a different agent or skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. IA stores recordings and transcriptions for all interactions your organization inputs. This can include voice calls or chats from any channel you use.

Keywords and Phrases

Specific words or phrases with significance to your company. Interaction Analytics can tell you the top keywords and phrases occurring in your interactions. You can also include keywords and phrases in dataset criteria, categories, and use them to filter data.

Metrics

Metrics are attributes and measurements for different interaction events and data. You can use metrics to filter datasets, workspaces, and widgets. You can also use them to filter searches across all your available data. Each metric requires different configuration, such as entering a value or selecting an integer. For example, you can use the Team Name metric to only view interactions for a specific team. Once selected, you need to enter the name of the agent you would like to see data for. Not all the same metrics are available in all areas of IA.

Metrics available in dataset filters and category rules

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.

Some metrics are only included in purchasable add-ons, such as Enlighten metrics. If you do not have these metrics, they will still appear as exported columns, but they will display a value of 0.

Metric	Details
abandoned	Allows you to view interactions that were abandoned. This metric is not helpful for drawing meaning from your data. If an interaction was abandoned, there is no data to view in the dataset.
abandonSeconds	Number of seconds an interaction lasted before it was abandoned. 0 indicates no abandon occurred. This metric is more helpful for reviewing export data than filtering a workspace or dataset.
ACWSeconds	Number of seconds the agent spent on ACW State that allows an agent to complete work requirements after finishing an interaction for the interaction.
agentID	Agents are identified by a unique numeric ID.
agentSeconds	Number of seconds the agent was connected to the contact.
analyticsProcessedDate	Number of interactions analyzed by Interaction Analytics by a specified date. Use the Overview Bar Widget instead if you want to see the number of interactions per, minute, per hour, per day, and total in a dataset.
businessUnitID	The ID unique to your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Always the same for every interaction. So, this metric is not helpful for analyzing your data.
callbackTime	Length of time the contact spent waiting for a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. after requesting one.
campaignID	Unique numeric identifier assigned by CXone to the campaign A grouping of skills used to run reports..
campaignName	Name of the campaign.
combinedTranscriptID	Unique numeric identifier for a given transcript Written form of a voice or digital interaction.
confSeconds	Duration in seconds that agents spent conferencing during an interaction.
contactID	Unique ID assigned by CXone to an interaction. Useful when looking for a specific call, chat, email, or other interaction type. You can use this to find all segments attached to the contact. Useful for filtering a widget or workspace, but not for defining dataset criteria.
contactStart	Interactions that started at the same time.
dateACWWarehoused	The date after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) was recorded.
dateContactWarehoused	Interactions that started at a certain time.
dispositionNotes	Interactions where an agent assigned the same disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes.
firstName	Allows you to see interactions handled by agents with the first name you enter. Agents are identified by first name, so agents sharing the same first name are combined.
fromAddr	The phone number, email address, or IP address of the agent who handled the call, email, or chat interaction, respectively.
holdCount	Contacts placed on hold. Useful to see all interactions where a hold occurred. For example, you can configure the hold count as Greater than 1 to filter a workspace or dataset.
holdSeconds	The number of seconds contacts spent on hold. 0 indicates the contact was not placed on hold.
inQueueSeconds	The amount of time in seconds that a contact spent waiting in the queue before talking to an agent.
isAgent	Filters interactions based on whether the agent is the speaker of a word or phrase. If you want to focus on an agent's speech, it's easier to use the Participant or Keywords and Phrases filters instead.
isAnalyticsProcessed	Whether interactions have already been processed for Interaction Analyticstrue indicates that the interactions have been processed. false indicates that they have not.
isAnalyticsProcessedDate	The date contacts were processed. While this metric provides interaction details, it is not helpful for drawing meaning from your data.
isLogged	The number of interactions that were logged. true indicates an interaction has been logged. false indicates that they have not. This metric is not helpful for finding meaning in your data. If an interaction isn't logged, it won't appear in a dataset.
isOutbound	Interactions initiated by the contact. true indicates that the interactions are outbound. false indicates that they are not.
isRefused	Interactions refused by an agent. true indicates that interactions that have been refused. false indicates that they were not. This metric is not helpful for finding meaning in your data. If an agent refused a contact, the interaction won't appear in a dataset.
isShortAbandon	Contacts that spent time in the queue and hung up before the time specified in the short abandon interval. true indicates that interactions meet the short abandon threshold. false indicates that they do not. This metric is not helpful for finding meaning in your data. If an interaction was abandoned, there is no data to view in the dataset.
isTakeover	Interactions that were taken over by a supervisor. true indicates that interactions were taken over. false indicates that they were not.
lastName	Contacts handled per agent. The agents are identified by last name, so agents sharing the same last name are combined. To filter by agent, it is easier to use Agent ID instead.
lastUpdateTime	Shows contacts organized by the date and time they were last updated.
Master Contact ID	Shows contacts by the master or parent ID of one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 10 or more times.
mediaType	The number of interactions that occurred per media type, or channel. Different number values represent different media types: 1: email 3: chat 4: voice
mediaTypeName	The number of interactions that occurred per media type. Different number values represent different media types: 1: email 3: chat 4: voice
pointOfContactID	Shows contacts that entered the system per point of contact. Points of contact are identified by numeric ID.
postQueueSeconds	The number of seconds contacts spent in the system after the interaction ended.
preQueueSeconds	The number of seconds contacts spent in the system before entering the queue.
primaryDispositionID	Shows interactions assigned to each disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as the primary disposition. The disposition is identified by its numeric ID.
refuseReason	Shows contacts refused per reason. No data will display if contacts were not refused. See Contact History Report: Refusal Reasons for a list of refusal reasons. This metric is not helpful for finding meaning in your data.
refuseTime	The date and time at which an agent refused the contact. This metric is not helpful for finding meaning in your data.
releaseSeconds	Length of time in seconds that it took the script to execute an OnRelease event after both the contact and the agent disconnected.
routingTime	Duration of time between when the CXone ACD identifies an agent to handle the incoming interaction and the time the agent accepts the interaction.
secondaryDispositionId	No longer in use.
serviceLevelFlag	The number of contacts marked with each service level flag: -1: The contact never entered the queue 0: An agent handled the contact within the required service level 1: An agent did not handle the contact within the required service level
skillID	Contacts handled by skill. Skills are identified by numeric ID.
skillName	Contacts handled by skill. Skills are identified by name.
teamID	Contacts handled by a particular team. Teams are identified by numeric ID.
teamName	Contacts handled by a particular team. Teams are identified by name.
toAddr	The phone number, email address, or IP address a contact used during the interaction.
totalDurationSeconds	The total duration of the interaction in seconds from the time the contact entered the system until the agent completed after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction).
transferIndicatorID	Contacts that were transferred by transfer ID. Different number values indicate different transfer outcomes: 2: Indicates contacts were transferred to a new agent. 1: Indicates contacts were transferred to a new skill. 0: Indicates contacts were not transferred at all.
transferIndicatorName	Contacts that were transferred by transfer ID. You can filter by different transfer indicators: ReAgent: Contacts were transferred to a new agent. ReSkill: Contacts were transferred to a new skill. None: Contacts were not transferred at all. This metric is especially helpful for helping you create categories.
notableSilenceSeconds	The number of seconds of silence in an interaction.
notableSilencePercentage	The percentage of the interaction that was silent.
interactionDurationSeconds	The total number of seconds from the time the first word is mentioned to the time the last word is mentioned in an interaction.
Transferredindicator revised	Similar to transferIndicatorName . Also, provides the option to filter by interactions that were consulted. 0: None 1: Reskill 3: Consult

Metrics available for Search, workspaces, and widgets

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 a field with options, click the desired option. For example, if you choose Direction Type, you need to choose whether you want to view InBound or OutBound interactions.
If you select an integer field, like seconds or counts, click + and - to select a Minimum and Maximum value. This allows you to search for interactions that fit within a range. 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

Metric	Details
abandoned	Allows you to view interactions that were abandoned. This metric is not helpful for drawing meaning from your data. If an interaction was abandoned, there is no data to view in the dataset.
abandonSeconds	Number of seconds an interaction lasted before it was abandoned. 0 indicates no abandon occurred. This metric is more helpful for reviewing export data than filtering a workspace or dataset.
ACWSeconds	Number of seconds the agent spent on ACW State that allows an agent to complete work requirements after finishing an interaction for the interaction.
agentID	Agents are identified by a unique numeric ID.
agentSeconds	Number of seconds the agent was connected to the contact.
analyticsProcessedDate	Number of interactions analyzed by Interaction Analytics by a specified date. Use the Overview Bar Widget instead if you want to see the number of interactions per, minute, per hour, per day, and total in a dataset.
businessUnitID	The ID unique to your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Always the same for every interaction. So, this metric is not helpful for analyzing your data.
callbackTime	Length of time the contact spent waiting for a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. after requesting one.
campaignID	Unique numeric identifier assigned by CXone to the campaign A grouping of skills used to run reports..
campaignName	Name of the campaign.
combinedTranscriptID	Unique numeric identifier for a given transcript Written form of a voice or digital interaction.
confSeconds	Duration in seconds that agents spent conferencing during an interaction.
contactID	Unique ID assigned by CXone to an interaction. Useful when looking for a specific call, chat, email, or other interaction type. You can use this to find all segments attached to the contact. Useful for filtering a widget or workspace, but not for defining dataset criteria.
contactStart	Interactions that started at the same time.
dateACWWarehoused	The date after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) was recorded.
dateContactWarehoused	Interactions that started at a certain time.
dispositionNotes	Interactions where an agent assigned the same disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes.
firstName	Allows you to see interactions handled by agents with the first name you enter. Agents are identified by first name, so agents sharing the same first name are combined.
fromAddr	The phone number, email address, or IP address of the agent who handled the call, email, or chat interaction, respectively.
holdCount	Contacts placed on hold. Useful to see all interactions where a hold occurred. For example, you can configure the hold count as Greater than 1 to filter a workspace or dataset.
holdSeconds	The number of seconds contacts spent on hold. 0 indicates the contact was not placed on hold.
inQueueSeconds	The amount of time in seconds that a contact spent waiting in the queue before talking to an agent.
isAgent	Filters interactions based on whether the agent is the speaker of a word or phrase. If you want to focus on an agent's speech, it's easier to use the Participant or Keywords and Phrases filters instead.
isAnalyticsProcessed	Whether interactions have already been processed for Interaction Analyticstrue indicates that the interactions have been processed. false indicates that they have not.
isAnalyticsProcessedDate	The date contacts were processed. While this metric provides interaction details, it is not helpful for drawing meaning from your data.
isLogged	The number of interactions that were logged. true indicates an interaction has been logged. false indicates that they have not. This metric is not helpful for finding meaning in your data. If an interaction isn't logged, it won't appear in a dataset.
isOutbound	Interactions initiated by the contact. true indicates that the interactions are outbound. false indicates that they are not.
isRefused	Interactions refused by an agent. true indicates that interactions that have been refused. false indicates that they were not. This metric is not helpful for finding meaning in your data. If an agent refused a contact, the interaction won't appear in a dataset.
isShortAbandon	Contacts that spent time in the queue and hung up before the time specified in the short abandon interval. true indicates that interactions meet the short abandon threshold. false indicates that they do not. This metric is not helpful for finding meaning in your data. If an interaction was abandoned, there is no data to view in the dataset.
isTakeover	Interactions that were taken over by a supervisor. true indicates that interactions were taken over. false indicates that they were not.
lastName	Contacts handled per agent. The agents are identified by last name, so agents sharing the same last name are combined. To filter by agent, it is easier to use Agent ID instead.
lastUpdateTime	Shows contacts organized by the date and time they were last updated.
Master Contact ID	Shows contacts by the master or parent ID of one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 10 or more times.
mediaType	The number of interactions that occurred per media type, or channel. Different number values represent different media types: 1: email 3: chat 4: voice
mediaTypeName	The number of interactions that occurred per media type. Different number values represent different media types: 1: email 3: chat 4: voice
pointOfContactID	Shows contacts that entered the system per point of contact. Points of contact are identified by numeric ID.
postQueueSeconds	The number of seconds contacts spent in the system after the interaction ended.
preQueueSeconds	The number of seconds contacts spent in the system before entering the queue.
primaryDispositionID	Shows interactions assigned to each disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as the primary disposition. The disposition is identified by its numeric ID.
refuseReason	Shows contacts refused per reason. No data will display if contacts were not refused. See Contact History Report: Refusal Reasons for a list of refusal reasons. This metric is not helpful for finding meaning in your data.
refuseTime	The date and time at which an agent refused the contact. This metric is not helpful for finding meaning in your data.
releaseSeconds	Length of time in seconds that it took the script to execute an OnRelease event after both the contact and the agent disconnected.
routingTime	Duration of time between when the CXone ACD identifies an agent to handle the incoming interaction and the time the agent accepts the interaction.
secondaryDispositionId	No longer in use.
serviceLevelFlag	The number of contacts marked with each service level flag: -1: The contact never entered the queue 0: An agent handled the contact within the required service level 1: An agent did not handle the contact within the required service level
skillID	Contacts handled by skill. Skills are identified by numeric ID.
skillName	Contacts handled by skill. Skills are identified by name.
teamID	Contacts handled by a particular team. Teams are identified by numeric ID.
teamName	Contacts handled by a particular team. Teams are identified by name.
toAddr	The phone number, email address, or IP address a contact used during the interaction.
totalDurationSeconds	The total duration of the interaction in seconds from the time the contact entered the system until the agent completed after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction).
transferIndicatorID	Contacts that were transferred by transfer ID. Different number values indicate different transfer outcomes: 2: Indicates contacts were transferred to a new agent. 1: Indicates contacts were transferred to a new skill. 0: Indicates contacts were not transferred at all.
transferIndicatorName	Contacts that were transferred by transfer ID. You can filter by different transfer indicators: ReAgent: Contacts were transferred to a new agent. ReSkill: Contacts were transferred to a new skill. None: Contacts were not transferred at all. This metric is especially helpful for helping you create categories.
notableSilenceSeconds	The number of seconds of silence in an interaction.
notableSilencePercentage	The percentage of the interaction that was silent.
interactionDurationSeconds	The total number of seconds from the time the first word is mentioned to the time the last word is mentioned in an interaction.
Transferredindicator revised	Similar to transferIndicatorName . Also, provides the option to filter by interactions that were consulted. 0: None 1: Reskill 3: Consult

Notable Silence

When neither the client nor the agent are talking during an interaction. Silence is considered notable if it lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. Chats tend to have a higher silence percentage voice interactions because it may take longer for a client or agent to type a response.

Resolution Status

Interaction Analytics assesses both sides of an interaction to determine whether the contact reason is resolved or unresolved. It looks at the whole conversation for questions and sees if they were answered. It also searches for indications that the customer is not going to be helped.

You can view resolution status data in the Most Unresolved Interactions widget, Interactions widget, and Interaction Analytics BI reports.

Resolved

An interaction is resolved if the contact received satisfactory help and answers to their questions. Resolved interactions usually don't require further action, such as a transfer or callback. However, not all transfers or callbacks mean an interaction should be unresolved. For example, if an agent clarifies that a transfer is the appropriate next step or the client asks for it, the interaction is still resolved.

Unresolved

An interaction is unresolved if the contact did not receive satisfactory help or answers to all their questions. Unresolved interactions usually indicate a need for additional action, such as a callback, transfer, or reschedule. But, not all transfers or callbacks mean an interaction is unresolved.

The Most Unresolved Interactions widget displays unresolved contacts by agent or category. It also shows the talk time for each respective agent or category.

Examples of unresolved interactions

Interaction summary	conversation
The customer calls with a question but the question is not answered by the end of the interaction.	Agent: I’m sorry, I can’t answer that question. Client: So you don’t know…?
The customer calls but the agent is unable to process the request.	Client: I’d like to change my address in the system. Agent: I’m sorry, our system is currently down…
The customer declines or is dissatisfied with the proposed resolution.	Agent: We can return and ship out the exchanged shoes but there is no guarantee you will receive them by August 25th. Client: I need them sooner so that isn't going to work.
There is a stated need for a callback or further action.	Agent: I’m sorry, I need to speak with my supervisor. I’ll call you back as soon as I have an answer. OR Client: I’m in the car right now and can’t get to my computer. I will call you back as soon as I get home.
The call is abandoned without the problem or question being resolved.

Sentiment

Client and the agent cues are evaluated for positive or negative indicators and strength. Sentiment cues are words and phrases that indicate mood based on language in an interaction transcript. Sentiment scores are not influenced by voice characteristics, such as tone, volume, and speed. These cues indicate the sentiment of an interaction. Sentiment scores in Interaction Analytics can be positive, negative, mixed, or neutral.

Sentiment is color-coded consistently so that any sentiment data in widgets or charts is represented by the following color assignment:

Negative: Red
Positive: Blue
Mixed: Dark gray
Neutral: Light gray

You can choose to analyze overall sentiment, beginning sentiment, or end sentiment.

Overall Sentiment: The sentiment for the whole interaction.
Beginning Sentiment: The sentiment at the beginning of an interaction. 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. It can also help you compare against end sentiment. If the client or agent sentiment changed over the course of an interaction, you can explore why. Mixed sentiment is not available for beginning sentiment.
End Sentiment: The sentiment at the end of an interaction. End sentiment is determined by the last 30% of an interaction. It can help you compare against beginning sentiment. If the client or agent sentiment changed over the course of an interaction, you can explore why. Mixed sentiment is not available for end sentiment.

Negative Sentiment

The sentiment score for an interaction is negative if the number of negative cues is greater than the number of positive or neutral sentiment cues. Negative sentiment indicates a negative event or a potential problem. For example, some negative sentiment cues are, It's not working or I'm having trouble hearing you.

Negative sentiment doesn’t have to mean there’s a problem with agent performance or behavior. It can also stem from a product issue, a billing challenge, and other events outside agent control.

Note that negative sentiment is different from frustration 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.. Frustration is a better filter to use to investigate why clients are upset, disappointed, or angry. See the entry for frustration on this page to learn more about that metric.

Examples of negative sentiment cues

Negative cue examples
Can you hear me? or I’m having a lot of trouble hearing you.	They were really impatient with me.
I was underwhelmed with the product.	The fan in the system is noisy
I tried to pay…it didn't go through.	That answer is lame.
I didn’t get my order.	I’m not interested in that.
There is a glitch...	That's just ludicrous.
This is an issue.	I can't log in.
I hate it when...	You are making me sad.

Positive Sentiment

The sentiment score for an interaction is positive if the number of positive cues is greater than the number of negative or neutral cues in an interaction. Positive sentiment cues could include phrases such as That's great! or I'm interested. For non-voice interactions happy emoticons are also be considered positive cues.

Examples of positive sentiment cues

Positive cue examples
Thank you so much. or I'm so thankful that got resolved.	That’s good.
That's impressive.	Happy to help…
I appreciate you…	They did an outstanding job.
The service was excellent.	I love the product.
It's really improved compared to the previous version.	The tool is really useful.
They were very helpful.	Perfect!
The agent had a positive attitude.	Your service rep was really sincere.

Mixed Sentiment

Mixed sentiment occurs when an interaction contains a similar amount of both positive and negative cues. For example, I didn't get my order. Thanks for your help. would result in mixed sentiment.

Neutral Sentiment

Sentiment is neutral if there is an absence of negative or positive cues.

You can assign a custom sentiment to certain keywords, phrases, and custom entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. in your company profile Page in Interaction Analytics where you can create custom entities.. For example, in Interaction Analytics, the word cancel is neutral by default, but you may want it to be negative if you're concerned about customers canceling a service. See the custom sentiment entry on this page to learn more or you can configure custom sentiment in you company profile.

Transcript

Written form of interactions. Interaction Analytics collects chat interactions immediately, since they're already in written form. Voice interactions must be transcribed. They're collected by Interaction Analytics as soon as transcription is complete. Transcripts are then parsed. This means they are broken into parts to identify keywords, phrases, and entities.

Widgets

Widgets appear inside workspaces in Interaction Analytics. They are graphical representations of data that meet specified filter criteria. For example they may include bar graphs or bubble charts to show trends, percentages, or common words found in interaction data. You can edit, filter, add, and delete widgets from a workspace.

Workspace

Workspaces are collections of one or more related widgets displayed in a specific way. When a user opens a dataset, they see their workspace, like a dashboard, for that dataset. This gives them the information they need to make decisions.

Interaction Analytics comes with a variety of helpful workspaces out of the box. You can also create custom workspaces.

Workspace Template (Set)

Workspace templates, or sets, are groups of workspaces that usually relate to a specific theme. Interaction Analytics comes with a variety of helpful workspace templates out-of-the-box. You can also create custom templates for your unique needs. You can apply a workspace template to a dataset so that users opening that dataset will have all the information they need at their fingertips.