Search

Minimum required permission: Interaction Analytics View

The Search page allows you to search across all your data without being restricted by datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. or categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. You can search for specific keywords/phrases, segment IDs, contact IDs, team names, or agent names. You can also filter your search by date, language, channel, and other metrics.

The page includes a graph that illustrates trends in interactions over time. The Matching Interactions widget displays interactions that match your search criteria. You can drill down into individual interactions within your search results to learn more.

You can also sort the columns in the widget Graphical representation of data that meets specified filter criteria. to customize how they display. To do so, click Columns on the right side of the widget and select the boxes for the metrics you would like to view. Click Columns again to close the window.

Filter Your Search

You can filter your search by date range, language, channel, and several other metrics. You can hide the filter options by clicking Filters in the top-right corner.

To remove a filter, click the x next to it, then click the magnifying glass icon . You can also click more options > Reset Widget Filters on an individual widget.

You can enter keywords or phrases into the search bar and click the magnifying glass icon to filter for interactions that only use certain terms. You cannot enter the following characters in the search bar: [ ] { } < >. If you enter multiple terms or phrases into the search bar, only interactions that include all the entered terms display. Unless, you want to search for interactions that include multiple terms at once, the Keywords and Phrases filter may be more helpful to use instead. The Keywords and Phrases filter allows you to apply more rules such as exact match and proximity.

1. To filter the data by a specific time period, click the Date Range drop-down. By default, it will display data from the past seven days. You can set it to search Within The Last __ Days or set a Custom Date Range by date and time of day.

2. Select a Language to filter interactions by. Using this filter is required if you are using more than one language. The language will default to your system's default language.

3. To narrow results by other criteria, click Add Filters and select the type you want to apply. You will need to repeat this step to add more than one type of filter.

4. Click the filter you just added to finish configuring the filter options.

   Learn more about filter options

   Filter	Details
   Channels	Filters data by channels used by your organization. Supported channels include: Inbound and outbound Voice. Omnichannel and Digital Experience Chat. Omnichannel and Digital Experience Email. SMS. Digital Experience channels: Apple Business Chat. 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.
   Frustration	Filters data based on whether the contact was frustrated Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.. Select one of the following Frustration options: Frustrated: Only displays interactions where the client was frustrated. Not Frustrated: Only displays interactions where the client was not frustrated. Note that frustration is different from negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else.
   Readability	Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns transcripts confidence ratings based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating: High: Only displays interactions with transcripts that are easier to read. Low: Only displays interactions with transcripts that are more difficult to read. Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.
   Resolution	Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options: Resolved: Only displays data for resolved interactions. Unresolved: Only displays data for unresolved interactions.
   Participant	Lets you view data from either the agent side or contact side of interactions. When you drill down to view the interactions, you still see both sides. This filter may be more helpful when used with keywords and phrases, entities, company profile terms, and category results. Select one of the following Participant options: Agent: Only displays agent data. Client: Only displays client data.
   Keywords and Phrases	Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. It may be helpful to use the Participant filter in conjunction with this filter to see who is using certain words or phrases. Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down: Have: Displays data for interactions that mention the word or phrase you enter. Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter. Not have: Only displays data for interactions that don't mention the term you enter. Select one of the following options from the Matching drop-down: Exact: Only displays interactions that include the term or phrase exactly as you enter it. Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on. If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to 8 words between them. The default is 0. For example, the phrase speak manager with a proximity of 2 would capture the phrases speak to a manager, speaker with your manager, and so on. Click Add when you're finished. Repeat these steps to add additional filters.
   Entities	Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead. Select whether you want to Include Entities or Exclude Entities. Enter or select the entities you want to include or exclude.
   Sentiment	Select one of the following sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. types: Overall Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. Once, you've selected a sentiment type, select one or more of the following sentiments: Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction. Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction. Note that negative sentiment is different from frustration Looks for cues to identify customer frustration. The cues include words and phrases like, "I'm very angry". Frustration isn't the same as negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.. Some phrases can be both negative and frustrated. However, a client may be discussing a negative issue they want addressed without necessarily being frustrated. Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile. Mixed: The number of positive and negative cues in an interaction are essentially equal. If you don't select a sentiment the default is to include interactions of all sentiments.
   Company Profile	Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile. To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it. To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it.
   Metrics	Check the box next to the specific metric type you would like to filter for. After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for. Sentiment: The sentiment for the whole interaction. Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment. End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment. See the Metrics entry in Key Terms and Metrics for more information about each available metric type.
   Categories	Check the box next to the categories you want to filter for. To select only certain terms in a category, click the filter you just selected again and select the checkbox next to each term. Clear the checkbox to remove it.
   Customer Satisfaction	This filter is only visible if your system enables Enlighten features. It filters for specific Enlighten metrics and the scores for those metrics. These metrics and scores measure behaviors that demonstrate efforts to achieve customer satisfaction. Check the box next to the customer satisfaction behaviors you want to include in your search. Then select one or more scoring level for the metrics you want to see. The scoring levels include: Moderately Negative, Neutral, Moderately Positive, Strongly Positive.
   Sales Effectiveness	This filter is only visible if your system enables Enlighten features. It filters for specific Enlighten metrics and the scores for those metrics. These metrics and scores measure behaviors that demonstrate efforts to make sales effectively. Check the box next to the sales effectiveness behaviors you want to include in your search. Then select one or more scoring level for the metrics you want to see. The scoring levels include: Strongly Negative, Moderately Negative, Neutral, Moderately Positive, Strongly Positive.
   Intents	​Filters by the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish of the interaction as assigned by Enlighten. This allows you to view interactions by purpose based on what the contact wants to communicate or accomplish. Only one intent is assigned to an interaction, but you can filter by multiple intents at once. Intents are sorted into three different levels: category, topic, and intent. If you select the box next to a category, it also filters by the topics and intents included in that category. Intents are organized by topic, and topics are organized by category. If you only want to filter by certain intents, click the drop-downs of the relevant category and topic to drill down to the desired intent. This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported. To use this, you must have one of these licenses or license combinations:  Analytics Advanced Analytics Premium Analytics Essential and AutoSummary If you have questions, ask your CXone Account Representative.
   Outcomes	Filters by the outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of an interaction. For example, outcomes could include payment completion, a transfer, or an escalation. Interactions can have up to 12 outcomes. Select the box next to the outcomes you want to filter for. This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported. To use this, you must have one of these licenses or license combinations:  Analytics Advanced Analytics Premium Analytics Essential and AutoSummary If you have questions, ask your CXone Account Representative.
   Actions	Filters by actions that occurred during an interaction. For example, actions could include processing a payment, providing account information, or pulling up an account. Interactions can have up to 8 actions. Select the box next to the outcomes you want to filter for. This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported. To use this, you must have one of these licenses or license combinations:  Analytics Advanced Analytics Premium Analytics Essential and AutoSummary If you have questions, ask your CXone Account Representative.

5. Once you have finished configuring any filters, click the magnifying glass icon .

Save a Search

You can save a search as public or private. You can select saved searches from the drop-down to view search results again. This helps you avoid having to configure the same search settings multiple times.

1. To save a search, configure the search settings and filters for the data you would like to view and enter your search.

2. When you are finished, click Save in the top right corner.

3. In the New Search field, enter a name for your search. You cannot use the following characters in the name of a saved search: [ ] { } < >.

4. To select a different color for your search, click the colored box in the New Search field.

5. Enter a description of your search settings and filters.

6. To make the search public, click the toggle. Saved searches are private by default.

7. Click Save As. Now you will be able to select the same search criteria from the drop-down in the future.

You can view details, copy, and delete saved searches by clicking more options > Saved Searches in the top-right corner. You cannot delete a saved search created by another user.