Intent Analysis Widget

Required permissions: Interaction Analytics View

The Intent Analysis widget allows you to analyze intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish by the main analytics metrics and by the interaction outcomes. For example, you can analyze intents with high duration, low customer satisfaction, high escalation rates, or low resolution rates. You can also compare widget data between two different time periods.

You can choose to view intents at three levels:

Intent Category: The broadest category of intents. For example, Account, Customer Experience, or Billing.
Intent Topic: More specific intent subjects. For example, Account Management, Account Access, or Account Creation.
Intent: Specific intents. For example, canceling account, Having Account Access Issues, or Inquiring About Personal Account.

This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported.

To use this, you must have one of these licenses or license combinations:

Analytics Advanced
Analytics Premium
Analytics Essential and AutoSummary

If you have questions, ask your CXone Account Representative.

Read the Chart

Each row shows the chosen metrics about the intents, intent topics, or intent categories you selected. You can scroll horizontally to see more metrics and vertically to see more intents.

You can enable Comparison View to compare metrics and intents between two different time periods. You can compare data from the current date range to the previous period or the same date range for the previous month. The widget settings won't let you enable Comparison View if the Date Range for the workspace is higher than 30 days. If you selected a custom date range for the workspace, you can also select a custom date range for the second period for comparison. When Comparison View is enabled, the widget displays up and down arrows next to the metric data in each column to indicate whether the metric values increased or decreased between the previous time period and the current one. You can hover over a row in the chart to view more specific comparison data for the time periods you've selected. Tooltips display the exact measurements of the metric in each time period, and the change in total and percentage difference between time periods.

Metrics

For each intent, intent topic, or intent category in the specified time period, the chart displays some or all of these metrics. If a metric or outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. does not display in the chart, it did not occur during the specified time period. Additional outcomes not listed here may also appear in the chart depending on the interactions in your contact center.

Metric	Details
Total Interactions	The total number of interactions.
Total Interactions %	The percent of the total interactions in the chart that the intent accounts for.
Negative Client Sentiment	The percent of the interactions where the contact was assigned a negative sentiment.
Positive Client Sentiment	The percent of the interactions where the contact was assigned a positive sentiment.
Frustration	The percent of the interactions where the contact was frustrated.
Average Duration	The average duration of the interactions in the format MM:SS.
Average Silence	The average amount of time the interactions spent in silence in the format MM:SS.
Escalation	The percent of the interactions that have escalation as an outcome.
Resolution	The percent of the interactions that have resolution as an outcome. This data comes from the interaction outcomes, not the Interaction Analytics resolution.
Confirmed Sale	The percent of the interactions that have a sale as an outcome.
Appointment Scheduled or Rescheduled	The percent of interactions that have an appointment scheduled or rescheduled as an outcome.
Callback Promised	The percent of the interactions that have a callback promised as an outcome.
Credit or Refund Issued	The percent of the interactions that have a refund as an outcome.
General Cancellations	The percent of the interactions that have a cancellation as an outcome.
General Transfers	The percent of the interactions that have a transfer as an outcome.
Payment Arrangement or Extension	The percent of the interactions that have a payment arrangement or extension as an outcome.
Payment Completed	The percent of the interactions that have a payment completed as an outcome.
Repeat Caller	The percent of the interactions where the contact had initiated a previous interaction.
Ticket or Case Created	The percent of the interactions that have a ticket or case created as an outcome.
Sentiment	The overall sentiment of the interactions.

View Interaction Details

When you click an intent, intent topic, or intent category, you can drill down further into intent categories and intents. You can also see all the interaction transcripts related to the current intent at any level.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

Viewing transcripts.
Listening to call recordings.
Highlighting selected items.
Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Intent Analysis Widget Settings

You can modify the Intent Trend widget settings to apply filters, change the name of the widget in the workspace Named view of one or more widgets., and specify which intents appear in the widget.

Change the Title of the Widget

Click Options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Intents and Metrics in the Widget

Click the Options in the top right corner of the widget.
Click Settings.
Under Select Intents, choose the level of information you want to see: Intent Category, Intent Topic, and Intent.
Open the second drop-down and scroll through the list of intents. Select the checkboxes for the intents you want to appear in the table. Clear the checkboxes for any intents you do not want to appear in the widget. You can select up to 10 from each of the intent levels.
Under Select Columns, select the checkbox for each metric you want to see in the table. Clear the checkboxes for any metrics you don't want to see.
If you would like to compare widget data between two time periods, enable Comparison View. The widget settings won't let you enable Comparison View if the Date Range for the workspace is higher than 30 days. By default, the widget uses the workspace Date Range as the first period for comparison. You must select the second time period in the widget after you close the Intent Analysis Settings.
Click OK.

If you enabled Comparison View, select the time period you want to compare from the drop-down at the top of the widget.

Learn more about fields in this step

Option	Details
Previous period	Includes data from the same length of time previous to the current period. For example, if the Date Range is 14 days, the previous period is the two weeks before the last 14 days. So, if the current period is Sep 12, 2024 - Sep 26, 2024, the previous period is Aug 28, 2024 - Sep 12, 2024.
Same date range for last month	Includes data for the same date range of the previous month. For example, if the current period is Sep 12, 2024 - Sep 26, 2024, the same date range for last month is Aug 13, 2024 - Aug 27, 2024.