Frustration Trend Widget

Required security profile permissions: NICE inContact Interaction Analytics Pro View

The Frustration Trend Widget displays the number of frustrated contacts over time. You can drill down to see what happened in spikes of frustration. Some spikes are just increases in call volume, but the chart can show when the number of frustrated contacts fluctuates and allows you to investigate the cause.

Read the Chart

The Interaction Analytics Pro engine detects contact frustration. The Frustration Trend chart shows how many contacts were frustrated over time and how many were not.

The vertical measurement is the number of contacts that occurred and the horizontal measurement is time. If you are looking at a short period of time, it is in hours and if you are looking at a long period of time, it is in days. Any point on the chart is the number of calls that occurred on a certain day or at a certain time.

When you hover the colored area of the chart, you can see the date and time the contacts occurred and number of contacts that occurred at the time.

Show Contacts

You can click the orange area of the Frustration Trend widget to drill down and see which contacts were frustrated at that point.

You can perform all the same actions in this pop-up that you can the Contacts Widget, including viewing contacts and listening to call recordings. For instructions, see Contacts Widget.

Modify the Frustration Trend Widget Settings

You can modify the Keywords Widget settings to apply filters or to change the name of the widget in the workspaceThe named view of one or more analysis widgets..

Change the Title of the Frustration Trend 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.

Export Sentiment Trend 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 Sentiment Trend 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.