Customize Your Dataset Workspace

Minimum required permission: Interaction Analytics View

View Dataset Information

  1. Click My Data. Find the dataset you want to view in the table. You can sort any column by clicking its title. Click the dataset to view a workspace with predefined widgets. A dataset may have multiple workspaces since there is a limit of 10 widgets per workspace. You can switch between workspace views in the Workspaces icon workspaces pane to the left.

  2. In the upper right corner of the workspace, click the Options icon of 3 verticle dots icon.

  3. Click More Info to see details about the dataset.

View a Dataset Workspace

You can analyze your call center data in a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. workspace. You can filter the data displayed in the workspaceClosed Named view of one or more widgets. by using the filter pane or by drilling into the data in certain widgetsClosed Graphical representation of data that meets specified filter criteria..

  1. Click the app selector and select Interaction Analytics.

  2. Click My Data.

  3. Find the dataset you want to view in the table. You can sort by any column by clicking its title. Click the dataset name to open it with its first workspace visible. A dataset may have multiple workspaces since there is a limit of 10 widgets per workspace. You can switch between workspace views in the Workspaces icon workspaces pane to the left.

  4. Filter the dataset data to view more specific data.
  5. Drill down into the widgets to view more specific data and to apply filters based on the reports you see.
  6. To view a different dataset, click the dataset name drop-down and select the dataset you want to see.
  7. When you have finished viewing a dataset, close it.

Filter Dataset Data for Widgets in the Workspace

You can filter the data that appears in the widgetsClosed Graphical representation of data that meets specified filter criteria. by clicking the filter icon on the right side of a workspaceClosed Named view of one or more widgets. page. To reset all filters applied to the dataset, click the Reset All icon in the top right corner of the Filters pane.

You can also apply filters to individual widgets that do not affect the data in other widgets in the same workspace.

You can filter data for any channels used by your organization. Supported channels are:

  • Inbound and outbound voice .
  • Omnichannel and Digital First Omnichannel chat.
  • Omnichannel and Digital First Omnichannel email.
  • CXone SMS Messaging.
  • Digital First Omnichannel channels:
    • Apple Messages for Business.
    • Facebook Messenger.
    • Google Business Messages.
    • Line Messaging.
    • Microsoft Teams.
    • Slack.
    • Twitter Direct Messaging.
    • Telegram Messaging.
    • Viber.
    • WhatsApp.
    • Custom channels using the Bring Your Own Channel feature.
  1. Click My Data and then click the name of the dataset you want to view.

  2. Do one of the following:

    1. To filter the data for all of the widgets in the workspace, click Filters .
    2. To filter the data for a single widget, locate the widget you want to filter. If the widget is already filtered, click Filters . If the filter icon is not available, click Options icon of 3 verticle dots > Settings > Filters .
  3. Filter by any combination of the categories that appear.

  4. If you want to filter the data by a specified time period, select the Date Range: drop-down at the top of your screen. By default, widgets display data from the past seven days. You can customize the time period so the widget displays data from other time periods. 

    To reset a filter to the default setting, click Reset.

  5. If you want to save the filter criteria as a category, click Save as Category to open the category editor.

    1. Click New Category From Filters to edit the category's name.

      If you make any updates in the category editor, the dataset will be different from what was previewed in your workspace.

    2. Once you have made your changes, click Save as Category.

      The new category will be saved under dataset categories and can be applied at any time.