Analytics Metric Statistics

The Analytics Metric Statistics report enables managers to follow up on their agents' performance to improve customer satisfaction and operational efficiency. The report can help you:

  • Improve overall customer satisfaction (CSAT) by focusing on low-performing agents with low customer sentiment and frustration.

  • Improve First Contact Resolution by focusing on agents with low resolution rate (%Resolved), and analyzing agents with high average interaction duration.

The Analytics Metric Statistics Report is based on data from two widgets:

  • Analytics Sentiment Metrics Summary widget

  • Agent Sentiment Interaction Details widget

Color thresholds used in this report:

Very BadBadNeutralGoodVery Good
%Negative Sentiment (all negative sentiment metric)>=85%70%–85%20%–70%10%–20%<=10%
%Positive Sentiment (all positive sentiment metric)<=15%15%–30%30%–60%60%–80%>=80%
%Frustration>=75%50%–75%>20%–50%10%–20%<=10%
%Resolved<=25%25%–50%50%–70%70%–85%>=85%

Clarissa Dalloway manages teams of agents. She wants to look at the overall data for interactions over the last month and see where improvements can be made.

Clarissa opens the Analytics Metric Statistics report. She uses the dropdown menus on each widget to change the Time Interval to Last 30 Days.

Once the widgets load, she uses the Analytics Sentiment Metrics Summary widget to focus on % Negative Client Sentiment and % Frustration scores. She selects specific teams to drill down to the agent level and determine which agents require further coaching and training.

Clarissa then uses the Agent Sentiment Interaction Details widget to review interactions for those agents who need support. She sees details such as Channel Name, Agent Name, and Sentiment for each interaction. She also uses the Play button to play back specific interactions for further review. These details help her pinpoint the type of interaction where the agent needs the most help.

You must have these permissions:

  • Dashboard > Dashboard Templates > Analytics Metric Statistics: On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the prebuilt reports, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Analytics Sentiment Metrics Summary Widget

The Analytics Sentiment Metrics Summary widget shows a summary of sentiment and outcome metrics. It is configured as follows:

  • Default View By: Team

  • View By options: Click on a Team to drill down to Agent view

  • Default date range: Last 7 days

  • Metrics selector: Default metrics listed below; additional metrics may be added

Additional filters for this widget include:

  • Employee Group: Team / Agent

  • Data Attributes: Category, Dataset

  • Channel

The following analytics sentiment metrics are displayed on the widget by default. These metrics help you analyze sentiment, frustration, and resolution over the course of each interaction. The Silence and Duration metrics are currently unavailable in this report.

Metric Name

Description

Total Segments

Total number of interaction segments analyzed for the Team or Agent (depending on View By). Format: number (float).

% Negative Sentiment

Percentage of segments where overall sentiment is negative.

% Positive Sentiment

Percentage of segments where overall sentiment is positive.

% Neg Agt Sentiment

Percentage of segments where overall agent sentiment is negative.

% Pos Agt Sentiment

Percentage of segments where overall agent sentiment is positive.

% Neg Client Begin Sent

Percentage of segments where client sentiment at the beginning of the interaction is negative.

% Pos Client Start

Percentage of segments where client sentiment at the beginning of the interaction is positive.

% Neg Client End Sent

Percentage of segments where client sentiment at the end of the interaction is negative.

% Pos Client End Sent

Percentage of segments where client sentiment at the end of the interaction is positive.

% Neg Agent Begin Sent

Percentage of segments where agent sentiment at the beginning of the interaction is negative.

% Pos Agent Begin Sent

Percentage of segments where agent sentiment at the beginning of the interaction is positive.

% Neg Agent End Sent

Percentage of segments where agent sentiment at the end of the interaction is negative.

% Pos Agent End Sent

Percentage of segments where agent sentiment at the end of the interaction is positive.

% Frustration

Percentage of segments where the client is identified as frustrated.

% Resolved

Percentage of segments where the interaction is identified as resolved.

The beginning of an interaction is the first 400 words or first 30% of the interaction, whichever occurs first. End sentiment is determined by the last 30% of an interaction.

Agent Sentiment Interaction Details Widget

The Agent Sentiment Interaction widget shows the individual interactions that make up the summary metrics. It also provides quick access to playback and sentiment details.

From this widget, you can:

  • Click the Play icon to open the interaction in CXone Player, review the full context, and validate what drove the sentiment or resolution outcome.

  • Apply filters to narrow the list to specific teams, agents, categories, datasets, or channels.

  • Export the interaction details, with all applied filters, to CSV or Excel for further analysis or sharing.

The table below describes the columns in this widget. The Silence and Duration metrics are currently unavailable in this report.

Column Name

Description

Agent Name

Name of the agent who handled the interaction.

Channel Name

Name of the channel used for the interaction, such as voice, email, or chat.

Play

Icon used to open the interaction in CXone Player for playback.

Team Name

Name of the team associated with the agent on the interaction.

Start Time

Date and time when the interaction or segment started.

Client Sentiment

Overall sentiment classification for the client on the interaction. Possible values:

  • Positive

  • Negative

  • Mixed

  • Neutral

Agent Sentiment

Overall sentiment classification for the agent on the interaction. Possible values:

  • Positive

  • Negative

  • Mixed

  • Neutral

Frustration

Detected frustration level for the client on the interaction. Possible values: High, none.

  • High

  • None

Resolved

Indicates whether the interaction is considered resolved based on analytics.