Most Unresolved Interactions Widget

Required permissions: Interaction Analytics View

This widget allows you to identify the most common types of unresolved interactions in your contact center. An interaction is unresolved if the contact did not receive satisfactory help or answers to all their questions.

The widget displays unresolved contacts by agent or category. It also shows the talk time for each agent or category. The category view shows what kinds of issues are often not resolved in a single interaction. The agent view can highlight which agents might be struggling to resolve contact concerns in a single interaction.

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

Read the Widget

Categories View

Each bubble represents a category. The vertical axis indicates the total number of unresolved interactions. The horizontal shows average talk time for interactions for that category.

Hover over a category bubble in the chart to view details about the unresolved interactions in that category. These details include:

• The name of the category.
• Number of unresolved interactions
• The average talk time The average amount of time an agent spent talking during an interaction for that category.

To see even more specific details, click the category bubble. Then click Drill to [Category]. This opens a table that displays:

• The total number of unresolved interactions in the category.
• The overall average talk time for the category.
• The names of the agents who handled the interactions.
• The number of interactions per agent.
• Each agent's average talk time.
• How far off each agent is from the overall average talk time for that interaction type.

Click the X in the top right corner to view the chart again.

Agents View

Each bubble represents an agent. The vertical axis indicates the percentage of unresolved interactions for that agent. The horizontal axis shows average talk time for unresolved interactions.

Hover over an agent bubble in the chart to view details about the agent's unresolved interactions. These details include:

• The agent's name.

• The percentage of interactions the agent handled that were unresolved.

• The average talk time of the interactions the agent handled.

To see even more specific details, click the agent bubble. Then click Drill to [Agent Name]. This opens a table that displays:

• The agent's total number of unresolved interactions.
• The agent's overall average talk time The average amount of time an agent spent talking during an interaction.
• The categories their unresolved interactions fit into.
• The percentage of their interactions that are unresolved per category.
• Their average talk time per category.
• How far off each agent is from the overall average talk time for each category.

Click the X in the top right corner to view the chart again.

View Interaction Details

You can view the transcripts for an unresolved category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. or agent. This is helpful to see exactly why an interaction is unresolved. To do this, click the category or agent bubble in the chart and select Show Interactions. A pop-up containing the corresponding interactions appears.

You can select what you want to highlight in the transcript. For example, if you click Intent to Buy Competitor Products and select Show Interactions, the pop-up contains all transcripts in the dataset that fall under that category.

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 Widget Settings

You can modify the widget settings to:

• Apply filters.
• Change the widget title as it appears in the workspace Named view of one or more widgets..
• Change the default view.
• Change the colors of the bubbles in each view.

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

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.

4. If you want to change whether the Categories or Agents view displays by default, select either Categories or Agents under Default View.

5. If you want to change the base color of the bubbles in the widget, you can:
   • Click the colored box to open the color picker and select a color, or
   • Manually type a hexadecimal color code in the text box

   You can specify a different color for the Categories view and the Agents view by modifying the Category Color and Agent Color, respectively.

6. Click OK.

Specify Categories to Display

You can choose up to 10 specific categories to display. The widget only shows unresolved interactions in those categories. All other unresolved interactions under different categories are filtered out of both views of the widget.

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.
4. Clear the Display Top Categories checkbox.
5. Navigate to the category folders or use the search bar above the category list to locate the categories you want to include in the widget. Select the checkbox next to each category you want to include. A counter to the right of the Display Top Categories checkbox displays how many categories you have selected.
6. Click OK.

Specify Agents to Display

You can choose up to 10 specific agents to display. The widget then shows only those agents in the Agents view. In the Categories view, the widget only shows unresolved interactions for those specified agents in the displayed categories. All other unresolved interactions under different agents are filtered out of both views of the widget.

1. Click Options in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.
4. Clear the Display Top Agents checkbox.
5. Use the search bar above the agent list to locate the agents you want to include in the widget. Select the checkbox next to each agent you want to include. A counter to the right of the Display Top Agents checkbox displays how many agents you have selected.
6. Click OK.

Export the Widget Data

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

Save the Widget as an Image

Images are exported as PNG files.

1. Click Options in the top right corner of the widget.
2. Click Save Chart as Image .