CXone Interaction Analytics Integration Overview

CXone Interaction Analytics (IA) is an intelligent linguistic analytics engine that converts call transcripts into consumable data that allows contact center supervisors and managers to better understand what is happening in their contact center. The IA application collects transcripts for calls when the voice transcription process is complete, then it parses and categorizes the data and clarifies terms based on context.

Uptivity integrates with IA in combination with CXone WFO. The CXone WFO integration with Uptivity provides a hybrid call recording solution, where call metadata is sent to the cloud while the recordings themselves are stored on premise. When Uptivity is also integrated with IA, Nexidia Search Grid transcribes call audio into a text-based transcript on-site. The transcript and call metadata are moved to the cloud, where IA analyzes the transcript and stores the data in a database, which contact center supervisors and managers can later search or use in reports.

In the IA integration, as with the CXone WFO integration, all call recordings remain on-premise. Only call transcripts and metadata are moved to the cloud-based storage with IA. The IA integration supports multiple sites.

Diagram of the flow of information in IA integration with Uptivity, where calls are recorded, stored, and transcribed on-premise and the call transcript and meta data are moved to the cloud.

The amount of time it takes Interaction Analytics to process data depends on the size of the queue. Large queues may take several hours to process completely.

For information about using IA, refer to the CXone online help and search for Interaction Analytics .

Integration Requirements

  • Recording integration that supports stereo input. Avaya recording integrations are not supported.
  • Nexidia Search Grid (requires the installation of Uptivity Speech Analytics).
  • Uptivity.
  • CXone WFO integration.
  • CXone user account  (allows Uptivity analytics manager to communicate with IA).
  • IA enabled in the customer's CXone tenant.