The Analytics Category Statistics report helps supervisors or managers to follow up on the performance of their teams and agents. The report displays data according to categories such as billing and technical support. The report can help you:
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Improve overall customer satisfaction (CSAT) by focusing on low-performing agents with low customer sentiment and frustration in specific categories.
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Improve First Contact Resolution by focusing on agents with low resolution rate (%Resolved), and analyzing agents with high average interaction duration in specific categories.
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Monitor performance trends over time using segment-level metrics.
The Analytics Category Statistics Report is based on data from two widgets:
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Category Summary by Sentiment widget
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Sentiment Interaction Details widget
Use CaseClarissa Dalloway manages teams of agents. She wants to see how she can improve customer satisfaction at her contact center. She wants to look at her agents' interactions over the last month and focus on specific categories that might help her find ways to improve customer satisfaction.
Clarissa opens the Analytics Category 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 Category Summary by Sentiment widget to focus on % Negative Client Sentiment, % Frustration, and % Resolved scores. She uses this data to determine which teams or agents require further coaching.
Clarissa then uses the Sentiment Interaction Details widget to review interactions for those needing extra support. She sees details such as Channel Name, Team and 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 agents need the most help.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > Analytics Category Statistics: On
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Dashboard > Dashboards: View
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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.
Category Summary by Sentiment Widget
The Category Summary by Sentiment widget summarizes segment-level performance by dataset, category, team, and agent. It helps you quickly see where sentiment, frustration, and resolution performance is strong or needs attention. It is configured as follows:
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Default date range: Last 7 days
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Maximum date range: 95-day window
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Metrics selector: None
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 table below describes the columns in this widget. The Silence and Duration metrics are currently unavailable in this report.
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Metric Name |
Description |
|---|---|
| Dataset | Name of the dataset containing the interaction analytics data. |
| Category | Analytics category assigned to the interaction or segment. |
| Team Name | Name of the team associated with the agent on the interaction. |
| Agent Name | Name of the agent who handled the interaction. |
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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. |
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% 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. |
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% 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.
Sentiment Interaction Details Widget
The 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:
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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. The Silence and Duration metrics are currently unavailable in this report.
|
Column Name |
Description |
|---|---|
| Dataset | Name of the dataset containing the interaction analytics data. |
| 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. |
| 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. |
