Frustrated Contacts Widget

Required security profile permissions: NICE inContact Interaction Analytics Pro View

The Frustrated Contacts Widget allows you to see what types of contacts are more frustrated than others. You can configure the widget to show the number of frustrated contacts for categories you specify, the ten categories with the largest number of frustrated contacts, or the ten agents with the most frustrated contacts.

Read the Frustrated Contacts 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.

Show Contacts

You can view the transcripts for frustrated contacts by category or agent by clicking on a category or agent bar in the chart and selecting Show Contacts. A pop-up containing the corresponding contacts appears. For category transcripts, the related category words/phrases are highlighted in each transcript if applicable. For example, if you click Intent to Buy Competitor Products and select Show Contacts, the pop-up contains all transcripts in the topic 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 the Contacts Widget, including viewing transcripts and listening to call recordings. For instructions, see Contacts Widget.

Modify the Frustrated Contacts Widget Settings

You can modify the Frustrated Contacts Widget settings to apply filters, change the name of the widget in the workspaceThe named view of one or more analysis widgets., change the default view, and specify the categories you want to appear in the widget.

Change the Title of the Frustrated Contacts 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.

Specify the Default View for the Frustrated Contacts Widget

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

  1. Click the three stacked dots 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 Contacts Widget

When you choose up to 10 specific categories to display in the Frustrated Contacts Widget, the widget shows only those categories in the Categories view, and the widget only represents frustrated contacts in those specified 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 the three stacked dots 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 the category folders or use the search bar above the category list to locate the categories you want to include in the widget. Click 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.

Export the Frustration Chart as CSV

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.

Save the Frustration 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.