Data and Reporting
Interaction Analytics offers several options for making the most of your data and analysis metrics.
Analytics Data Export
Many companies combine metrics and data from different systems for a more complete view of their business. You can have your Interaction Analytics data exported to a secure external access bucket in Cloud Storage Services. These files can then be provided to data analysts or others in your company who create such multi-source reports.
At a high level, the following data is included in each data export:
- Internal metadata
- Contact metadata
- Agent metadata
- Annotations (such as sentiment, frustration, entities, and so on)
- Categories
Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.
- Transcripts
Written form of all or part of a voice or digital interaction.
- CXone Mpower metrics (if you have Interaction Analytics Premium and one or more CXone Mpower use cases)
Key Facts About Analytics Data Export
- Data is exported in the form of JSON files.
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Exports are made every 400 records or every 6 minutes, whichever comes first. This includes new records, reprocessed records, or both.
- New and reprocessed records are interleaved.
- Duplicate records may exist within and across files.
- Records are exported to files as they are processed, without regard to order.
Business Intelligence (BI) Reports
CXone Mpower offers two BI reports for Interaction Analytics:
A short training video is available for these two reports.