The Analytics Metric Trend report helps supervisors or managers view and analyze analytic metric trends over a period of time. The report displays changes for any analytic metric at the category, team, or agent level. It can help you identify changes in the metric trend and view interaction details during periods of change.
The Analytics Metric Trend Report is based on data from two widgets:
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Metric Over Time widget
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Category Sentiment Interaction widget
Use case
Clarissa Dalloway manages teams of agents. She wants to analyze trends for certain analytics metrics to see how agents are performing over a period of time.
Clarissa opens the Analytics Metric Trend report. She clicks Select Metric on the Metric Over Time widget to set widget preferences. She chooses a Metric, View By level, specific Employee Groups, and Filters, then clicks Save. Once the widget loads, Clarissa uses the dropdown menu to change the Time Interval.
Clarissa configures the widget to display metric data for % Positive Client Sentiment at the Team level for the last 30 days. The data shows a change in trend for teams during this time. She observes that there is a major trend change on a particular day for Team Billing.
Clarissa uses the Category Sentiment Interaction widget to view details such as Channel Name, Agent Name, and Sentiment for interactions on that particular date. She also uses the Play button to play back specific interactions for further review.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > Analytics Metric Trend: On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, 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.
Metric Over Time Widget
The Metric Over Time widget is a KPI Trend chart that shows the performance for the selected metric over time. It is configured as follows:
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Default View By: Agent
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View By options: Agent, Team, Category
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Default date range: Last 7 days
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Maximum date range: 95-day window
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Interval: 1 day
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Metrics selector: allows you to choose one metric at a time from the list below
Additional filters for this widget include:
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Employee Group: Team / Agent
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Data Attributes: Category, Dataset
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Channel
The metric selector includes the following analytics metrics. These metrics help you see how experience and resolution-related indicators change over time for different teams, agents, or categories.
|
Metric Name |
Description |
|---|---|
|
Total Segments |
Total number of segments in the filtered dataset. Format: number (float). |
|
% Negative Sentiment |
Percentage of segments where overall sentiment is negative. |
|
% Positive Sentiment |
Percentage of segments where overall sentiment is positive. |
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% Neg Agt Sentiment |
Percentage of segments where overall agent sentiment is negative. |
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% Pos Agt Sentiment |
Percentage of segments where overall agent sentiment is positive. |
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% Neg Client Begin Sent |
Percentage of segments where client sentiment at the beginning of the interaction is negative. |
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% Pos Client Start |
Percentage of segments where client sentiment at the beginning of the interaction is positive. |
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% 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. |
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% Neg Agent Begin Sent |
Percentage of segments where agent sentiment at the beginning of the interaction is negative. |
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% Pos Agent Begin Sent |
Percentage of segments where agent sentiment at the beginning of the interaction is positive. |
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% Neg Agent End Sent |
Percentage of segments where agent sentiment at the end of the interaction is negative. |
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% Pos Agent End Sent |
Percentage of segments where agent sentiment at the end of the interaction is positive. |
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% Frustration |
Percentage of segments where the client is identified as frustrated. |
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% 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.
Category Sentiment Interaction Widget
The Category Sentiment Interaction widget is based on the Category Sentiment Interaction Details report set. It shows a detailed list of interactions that match the same filters as the Metric Over Time widget and provides quick access to playback and sentiment details.
From this widget, you can:
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Click the Play icon to open the interaction in CXone Player, review the full context, and validate what drove the sentiment or resolution outcome.
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Apply filters to narrow the list to specific teams, agents, categories, datasets, or channels.
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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. It also provides quick access to playback and sentiment details. It also provides quick access to playback and sentiment details. The Silence and Duration metrics are currently unavailable in this report.
|
Column Name |
Description |
|---|---|
|
Category |
Analytics category assigned to the interaction or segment. |
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Channel Name |
Name of the channel used for the interaction, such as voice, email, or chat. |
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Play |
Icon used to open the interaction in CXone Player for playback. |
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Team Name |
Name of the team associated with the agent on the interaction. |
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Agent Name |
Name of the agent who handled the interaction. |
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Start Time |
Date and time when the interaction or segment started. |
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Client Sentiment |
Overall sentiment classification for the client on the interaction. Possible values:
|
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Agent Sentiment |
Overall sentiment classification for the agent on the interaction. Possible values:
|
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Frustration |
Detected frustration level for the client on the interaction. Possible values: High, none.
|
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Resolved |
Indicates whether the interaction is considered resolved based on analytics. |
