Interactions Widget

Required permissions: Interaction Analytics View

The Interactions widget shows a list of interactions for dates you choose. The list includes details about the agent and the channel for the interaction. You can click any row to view the transcript. For voice calls, you can also listen to the recording. You can select the columns that display in the widget and the order in which they appear. You can highlight keywords, company profile entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants., and examples for category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., and frustration Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. analysis.

In the interaction details pane, you can see the agent notes. If you use Enlighten AutoSummary, you can also see the interaction summary in the interaction details pane. This includes any intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, actions Events or actions that ocurred during an interaction, such as making a return or completing payment., or outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. that occurred during the interaction. When you select an intent, action, or outcome, it's highlighted within the interaction transcript messages. This is available for voice and digital interactions. Supported digital channels include all conversational Digital Experience channels as well as legacy ACD chat, CXone email, and SMS channels. Legacy ACD email is not supported.

You can also sort the list by any column. Your preferred sort order will continue to display until you change it, even if you log out and back in.

Watch this short training video to learn more about this widget.

Columns

Note that represents the contact and represents the agent.

Column	Description
Type	The channel through which the contact and agent interacted. Interaction Analytics uses icons to represent the channels.
Name	The name and numeric ID of the agent who handled the interaction.
Segment ID	The unique, numeric ID of the interactions.
Team	The team that the agent who handled the interaction belongs to.
Segment Start	The date and time when the interaction began. The time format is HH:MM:SS.
Silence	The percentage of the interaction that was silent.
Client Sentiment	Face icons represent the overall sentiment of the client throughout the interaction: Positive, Negative, Neutral, or Mixed.
Agent Sentiment	Face icons represent the overall sentiment of the agent throughout the interaction: Positive, Negative, Neutral, or Mixed.
Frustration	Face icons indicate that a client was frustrated or upset during an interaction. If the client wasn't frustrated this column appears blank.
Intents	The contact's intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish for the interaction as assigned by Enlighten. Interactions can only have one intent. 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.
Actions	The actions the agent took to help the contact. Interactions can have more than one action. 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.
Outcomes	The outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of the interaction. For example, outcomes could include payment completion, a transfer, or an escalation. Interactions can have more than one outcome. 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.
Resolution	Displays whether the interaction was considered to be resolved or not. Displays a blue checkmark if resolved, and a red X if unresolved.

View a Transcript

1. Use the Filters pane or filter the Interactions widget individually if you want to limit the interactions that appear in the widget.
2. Scroll or use the page links to locate the interaction you want to view. Click anywhere in the row of the interaction. In the transcript view, the information given about the interaction in the main table is available on the left and the transcript is available on the right.
3. Click the Search field in the upper left corner of the transcript to see a list of annotations Interaction Analytics added to the transcript. These annotations indicate things like mentions of company profile Page in Interaction Analytics where you can create custom entities. terms, sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., frustration Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative., and so on. You can click individual annotations to go right to that place in the transcript. You can also use the arrows to navigate between matches.
4. If you want to highlight an annotation, click Highlight and then click the color of highlight you want to use. Highlights remain until they are changed. All users can see them.
5. Select an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, actions Events or actions that ocurred during an interaction, such as making a return or completing payment., or outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. in the Details pane to highlight where it occurred in the interaction transcript messages. Some Enlighten outcomes may not be available to click and view in the transcript.
6. Click Home to return to the workspace.

Listen to a Call Recording

1. If the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. pulls in multiple channels, filter the widget or workspace to only include Voice calls.
2. Apply any other filters you want to use to limit the contacts available in the widget Graphical representation of data that meets specified filter criteria..
3. Scroll or use the page links to locate the interaction you want to hear. Click anywhere in the row of the interaction to open the transcript view.

4. When the recording loads, use the following buttons to play recording.

   

   Learn more about the player controls

   Player Button	Action
   	Play part of a recorded segment in a loop. Click the button once to start the loop and a second time to stop the loop. Then click Play to play the loop. Click the button a third time to clear.
   	Skip silence.
   	Go back 3 seconds.
   	Jump ahead 3 seconds.
   	Play a recorded segment or interaction.
   	Adjust the volume.
   	Mute the volume.
   	Adjust the speed.
   	Access additional actions. You can show the audio bar, show screen recording, or download the media file.

Modify the Interaction Widget Settings

You can modify the Interactions widget settings to apply filters, to change the name of the widget in the workspace Named view of one or more widgets., and customize the columns.

Change the Title of the Widget

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

Customize the Widget Columns

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Under Select Columns, select the checkboxes for each column you want to see in the widget. Clear the checkboxes for any columns you don't want to see in the widget. For the folders at the top, the checkbox enables or disables all columns inside. Open a folder to select columns individually.
4. When you're satisfied, click OK.

Export Interactions Chart as CSV

1. Click Options in the top right corner of the widget.
2. Click Export .