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 four BI reports for Interaction Analytics:
A short training video is available for the Metric Statistics and Category Statistics reports.