Workspace Widgets
Required permissions: Interaction Analytics View
Interaction Analytics allows you to view your data in several different graphical widgets Graphical representation of data that meets specified filter criteria. . Each widget focuses on a different aspect of interactions. You can add widgets to workspaces to help you analyze your datasets
Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. In CXone, these widgets are sorted under headings that describe the type of information they display.
widget |
Description |
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Interaction Text Widget | Displays a list of the most recent interaction transcripts available for the dataset. Shows the date and time at which the conversation occurred, the first few lines of the transcript, and the sentiment![]() |
Interactions Widget | Displays a table of recent conversations from your contact center. Displays the agent who handled the contact and the team to which the agent belongs. From the widget, you can view full interaction transcripts and listen to call recordings. Appears under the Authors & Sources heading in CXone. |
Displays a bar chart that demonstrates agent performance in one or more of the Enlighten behavioral metrics, such as Active Listening or Effective Questioning. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone. | |
Displays a graph of average scores for different behavioral metrics and shows how the scores are trending. These scores can be for an agent, team, or the whole contact center based on filters you apply. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone. | |
Intent Trend Widget |
Displays a line graph of intent |
Intent Analysis Widget |
Displays a table of intents and their metrics, including 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. |
Displays a bar graph with the number of frustrated |
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Displays a graph showing the number of frustrated interactions over the selected period of time for the dataset. Appears under the Frustration heading in CXone. |
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Sentiment Trend Widget | Displays a graph showing sentiments of interactions over the selected period of time for the dataset. You can choose to view the sentiment of the agent or the client. Appears under the Sentiment heading in CXone. |
What People Are Talking About Widget | Displays a bubble chart of the top 50 terms of interest by relative volume of occurrence. These terms of interest are entities![]() ![]() |
Overview Bar Widget |
Displays key summary information about the dataset:
Appears under the Volume heading in CXone. |
Channels Widget | Displays a bar chart that shows either the exact number or percentage of interactions in the dataset per channel. Appears under the Volume heading in CXone. |
Top Categories Widget | Displays a bar chart that shows the categories with the largest number of matching interactions. You can view either the exact number or percentage of interactions for each category. Appears under the Volume heading in CXone. |
Metrics Widget | Displays a bar chart that shows either the exact number or percentage of interactions in the dataset that match a configured value for a selected metric field. Appears under the Volume heading in CXone. |
Top Company Profile Terms Widget | Displays a line graph that shows how many times entities![]() ![]() |
Keywords Widget | Displays a chart that shows the keywords and phrases most mentioned most often in the dataset interactions. The size of the words on the chart are based on the number times it was mentioned. Appears under the Volume heading in CXone. |
Most Unresolved Interactions Widget (Unresolved) | Displays a graph that shows the number of unresolved interactions per category or per agent. Appears under the Volume heading in CXone. |
Interaction Silence (Silence Percentage) | Displays a circle chart that shows extended periods of silence as a percentage of the total interaction time in chat and voice interactions. Appears under the Volume heading in CXone. |