Most Unresolved Contacts Widget

Required security profile permissions: NICE inContact Interaction Analytics Pro View

The Unresolved Widget allows you to see the most commonly unresolved categoriesThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends. impacting your contact center with the context of average handle time. It has a category view and agent view to provide insight into what kinds of contacts are frequently unresolved in a single interaction and which agents might be struggling to resolve contact concerns in a single interaction.

Read the Unresolved Widget

Categories View

Each bubble represents a category and indicates the total number of unresolved contacts and average handle time for those contacts for that category.

  1. To view details about a category, hover over its bubble in the chart. The resulting tooltip displays the category name, number of unresolved contacts, and the average handle time for that category.
  2. To see which agents handled the unresolved contacts in that category, click Show Agent. The table displays the name of the agents who took the calls, the number of calls each agent took, each agent's average handle time per category, and how far off each agent is from the overall average duration for that contact type.

Agents View

Each bubble represents an agent and indicates the percentage of unresolved contacts and average handle time for contacts handled by that agent. When you hover over an agent's bubble in the chart, you see details about the agent's unresolved contacts, including the agent's name, the percentage of contacts the agent handled that were unresolved, and the average handle time of the contacts the agent handled.

Show Contacts

You can view the transcripts for an unresolved categoryThematic buckets into which the NICE inContact Interaction Analytics Pro engine places parsed call transcript data to make it easier to find trends. or agent by clicking the category or agent bubble 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 Most Unresolved Contacts Widget Settings

You can modify the Most Unresolved Contacts 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 default view, and change the color of the bubbles that appear in each view.

Change the Title of the Most Unresolved 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.

Customize the Most Unresolved Contacts 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. If you want to change whether the Categories or Agents view displays by default, select either Categories or Agents under Default View.

  5. If you want to change the base color of the circle indicators in the Most Unresolved Contacts Widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color you want to use in the text box. You can specify a different color for the Categories view and the Agents view by modifying the Category Color and Agent Color, respectively.
  6. Click OK.

Specify Categories to Display in the Most Unresolved Contacts Widget

When you choose up to 10 specific categories to display in the Most Unresolved Contacts Widget, the widget shows only those categories in the Categories view, and the widget only represents unresolved contacts in those specified categories that handled by the displayed agents in the Agents view. All other unresolved 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 Unresolved 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 Unresolved 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.