Interactions Widget

Required permissions: Interaction Analytics (CXone) View

The Interactions widget shows a list of interactions for dates you choose. The list includes details about the agent and the channel for the interaction. You can click any row to view the transcript. For voice calls, you can also listen to the recording. You can select the columns that display in the widget and the order in which they appear. You can highlight keywords, company profile entities Keyword or phrase defined in your company profile in Interaction Analytics (CXone). Related to an entity type. Can include variants., and examples for category Data groups that Interaction Analytics (CXone) uses for parsed call transcript data. They make it easier to find trends., sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., and frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative. analysis.

In the interaction details pane, you can see the agent notes. If you use Automated Summary (AutoSummary), you can also see the interaction summary in the interaction details pane. This includes any intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., actions Events or actions that ocurred during an interaction, such as making a return or completing payment., or outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. that occurred during the interaction. When you select an intent, action, or outcome, it's highlighted within the interaction transcript messages. This is available for voice and digital interactions. Supported digital channels include all conversational Digital Experience (DX) channels as well as legacy ACD chat, NiCE CXone email, and SMS channels. Legacy ACD email is not supported.

You can also sort the list by any column. Your preferred sort order will continue to display until you change it, even if you log out and back in.

IA redacts data from interaction transcripts when two or more digits appear in a row. The system tries not to remove prices, dates, and times but it's not always accurate. To remove any other information, configure redaction in Interactions Hub.

Watch this short training video to learn more about this widget.

Columns

You can 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. Note that Figure of a person represents the contact and A headset represents the agent.

Learn more data in this widget

Column	Description
Channel Type	The channel through which the contact The person interacting with an agent, IVR, or bot in your contact center. and agent interacted. Interaction Analytics (CXone) uses icons to represent the channels.
Agent Name	The name and numeric ID of the agent who handled the interaction.
Interaction ID	The unique numeric ID of the interactions.
Team Name	The team that the agent who handled the interaction belongs to.
Segment Start	The date and time when the interaction began. The time format is HH:MM:SS.
Start Time	The date and time an interaction began to the second.
End Time	The date and time an interaction ended to the second.
Agent Sentiment	Face icons represent the overall sentiment of the agent throughout the interaction: Positive, Negative, Neutral, or Mixed.
Client Sentiment	Face icons represent the overall sentiment of the client throughout the interaction: Positive, Negative, Neutral, or Mixed.
Frustration	Face icons indicate that a client was frustrated or upset during an interaction. If the client wasn't frustrated this column appears blank.
Resolution	Displays whether the interaction was considered to be resolved or not. Displays a blue checkmark if resolved, and a red X if unresolved.
Silence	The percentage of the interaction that was silent.
Notable Silence Seconds	The total number of seconds of notable silence in an interaction or segment.
Master Contact ID	Unique numeric identifier assigned by the NiCE CXone ACD to an interaction. It is the parent ID for one or more related segments. You can use this to include all segments attached to a contact.
ACD Contact ID	Unique numeric identifier assigned by NiCE CXone to a contact.
Contact ID	Unique numeric identifier assigned by the NiCE CXoneACD to an interaction. This is useful to find a specific segment within an interaction.
Agent Recording ID	Unique alphanumeric identifier for a specific segment recording. Appears as a data column in files exported from the Interactions Widget. You can also use the segment ID instead.
Agent User ID	Unique alphanumeric identifier for the agent. Similar to a segment ID. Same as the `agentUuid`.You can also use Agent ID or Agent Name instead.
Agent ID	Unique numeric identifier assigned by NiCE CXone to an agent. Helpful when you want to view all interactions for one agent, especially if you have more than one agent with the same name.
ANI	Also known as caller ID. Listed phone number of an incoming voice call or email address. It can be helpful to use this along with DNIS The number dialed on inbound or outbound voice calls. to show how often a customer is called or repeat customer callers. When you filter by this metric, the Metrics widget displays a bar graph showing the volume of voice calls associated with the ANI. You may want to configure two Metrics widgets, one with ANI Also known as caller ID. Listed phone number of an incoming voice call., and one with DNIS, to easily track this data.
DNIS	This is a unique phone number or email address. When you filter by this metric, the Metrics Widget displays a bar graph showing the volume of incoming voice calls associated with the DNIS. It can be helpful to use this along with ANI Also known as caller ID. Listed phone number of an incoming voice call. to show how often a customer is called or repeat customer callers.
Client Phone Number	The phone number or email address of the contact. Similar to ANI. This can be helpful to analyze a specific customer and see both when they contact you and when you contact them.
Close Reason	How the segment ended. For example, a hold, masking, or screen recording could be close reasons for a segment. Can be useful to see when things like masking occurred. Conference (hold): Agent placed the contact on hold to conference with someone else. Segment (hold): Agent placed the interaction on hold for any reason. Transfer (hold): Agent placed the interaction on hold before transferring it to another agent. Segment (mask): Recording was masked for part of the interaction, resulting in a new segment. Conference (segmented): Agent conferenced a third party in to the interaction without placing the contact on hold. Segment (segmented): Interaction was segmented for a reason other than a hold, conference, transfer, or recording mask. Transfer (segmented): Agent transferred the interaction to someone else without placing the contact on hold.
Close Reason Type	Useful for seeing segments that were transferred or conferenced. You can filter by individual close reasons, such as conference, hold, or transfer. The metric includes the last action that occurred during an interaction. For example, if an interaction was put on hold and transferred, the close reason type would be considered a transfer because that's the last action that occurred.
Complex	If there is any change in the number of participants in an interaction, it is considered complex. This can be helpful to analyze why interactions require a transfer or conference. This field is true for the first segment of an interaction when the Close Reason is not Segment (end). Complex is true for every segment after the first one. For example, if an agent receives a call and then transfers the contact to their supervisor, Complex is true for this segment. The second segment of this interaction would include the agent's supervisor and the original contact. This segment is also complex because there was a change in participants from the first segment. If the same agent receives a new call, handles the contact, and the contact ends the call, Complex is false.
Conference Seconds	The number of seconds a conference occurred during an interaction.
Customer ID	Unique numeric identifier for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. Should be the same for all interactions. ACD Contact ID provides more helpful details.
Direction Type	Displays whether interactions are inbound or outbound. This is useful to view the volume of each type of interaction. Options include either IN_BOUND or OUT_BOUND Some users find it helpful to configure a Metrics Widget for each direction type.
Disposition Notes	Notes written by agent while setting the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. for the interaction. This metric isn't currently functional, but will be in a future release.
Hold Count	Number of times the interaction was placed on hold. This metric isn't currently functional, but will be in a future release.
Hold Seconds	Total time the interaction spent in a hold state across all holds. This metric isn't currently functional, but will be in a future release.
In Queue Seconds	Length of time the interaction spent in queue before an agent began to handle it.
Interaction Duration Seconds	The total number of seconds the interaction lasted, including all segments. Allows you to filter by the duration of an interaction from the time of the agent's first word to the last. Useful for analyzing talk time and for removing extremely short or long calls from analysis.
Open Reason	Displays details about how the segment opened. Shows recording policy rules such as an unmask, chat rules, resume from mask, and so on.
Open Reason Type	Shows if segments began as a segment or transfer. Similar to a close reason. If you would like to track an interaction across multiple segments Complex or Segment ID would be helpful as well.
Primary Disposition ID	Shows interactions assigned to each disposition as the primary disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. The disposition is identified by its numeric ID. This metric isn't currently functional, but will be in a future release.
Segment Contact ID	Unique alphanumeric identifier for all connected segments within an interaction.
Segment ID	Unique identifier for each segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. of an interaction. An interaction can be made up of multiple segments if contacts The person interacting with an agent, IVR, or bot in your contact center. are transferred or conferenced. Useful when you want to analyze a specific segment.
Skill ID	Unique numeric identifier assigned by NiCE CXone to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Allows you to filter by the ACD or Digital skill name and see the volume of interactions for that skill.
Skill Name	Name of a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Allows you to filter by the ACD or Digital skill name and see the volume of interactions for that skill.
Source	The platform where the interaction took place. Sources include NiCE CXone, inContactACD or Digital Experience (DX) if you use digital Any channel, contact, or skill associated with Digital Experience (DX). channels.
Status Description	Describes the status of a recording. This should display OK or nothing. If a recording is incomplete or otherwise unusable it does not surface in IA.
Team ID	Unique numeric identifier defined in Admin. Useful for sorting interactions by team. It can be helpful to configure separate Metrics Widgets for each team you want to analyze. You can configure one Metrics Widget for up to 25 teams.
Total Duration Seconds	The total length of the interaction in seconds. It includes the time the interaction entered the system until the interaction was disposed by the agent. This includes the time a contact spent in-queue before being routed, any after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction.), as well as pre-call IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. time for phone calls. Interaction Duration Seconds is more helpful to view the actual length of interactions.
Update Type	The item that was updated. This is always a segment. This metric is not helpful for finding meaning in your data.
Team Name	Name of the team that handled the interaction, defined in Admin. Useful for sorting interactions by team. It can be helpful to configure separate Metrics Widgets for each team you want to analyze. You can configure one Metrics Widget for up to 25 teams.
Version ID	An internal value that indicates the current version of the interaction. This metric is not helpful for finding meaning in your data.
Intent	The contact's intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. for the interaction as assigned by NiCE CXone. Interactions can only have one 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 NiCE CXone email are not supported.
Actions	The actions the agent took to help the contact. Interactions can have more than one action. 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 NiCE CXone email are not supported.
Outcomes	The outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of the interaction. For example, outcomes could include payment completion, a transfer, or an escalation. Interactions can have more than one outcome. 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 NiCE CXone email are not supported.
Demonstrate Ownership, Active Listening, Be Empathetic, Build Rapport, Set Expectations, Effective Questioning, Promote Self-Service, Inappropriate Action, Acknowledge Loyalty	Only visible if your system enables NiCE CXone AI features. Displays an average score for NiCE CXone customer satisfaction metrics. This score measures agent behaviors that demonstrate efforts to satisfy customer needs. Face icons represent the agent's scoring level for these customer satisfaction behaviors. For example, indicates that the agent's performance was Moderately Positive. The scoring levels include: Strongly negative Moderately negative Neutral Moderately positive Strongly positive
Overall Customer Satisfaction
Uncover Needs, Presumptive Selling, Overcome Objections, Confirmed Sale, Make a Connection, Demonstrate Empathy, Ask for the Sale, Likelihood to Buy, Acknowledge Request, Demonstrate Ownership	Only visible if your system enables NiCE CXone AI features. Displays an average score for NiCE CXone sales effectiveness metrics. This score measures agent behaviors that demonstrate efforts to make sales effectively. Face icons represent the agent's scoring level for these sales effectiveness behaviors. For example, indicates that the agent's performance was Moderately Positive. The scoring levels include: Strongly negative Moderately negative Neutral Moderately positive Strongly positive
Overall Sales Effectiveness

View a Transcript

Use the Filters pane or filter the Interactions widget individually if you want to limit the interactions that appear in the widget.
Scroll or use the page links to locate the interaction you want to view. Click anywhere in the row of the interaction. In the transcript view, the information given about the interaction in the main table is available on the left and the transcript is available on the right.
Click the Search field in the upper left corner of the transcript to see a list of annotations Interaction Analytics (CXone) added to the transcript. These annotations indicate things like mentions of company profile Page in Interaction Analytics (CXone) where you can create custom entities. terms, sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative., and so on. You can click individual annotations to go right to that place in the transcript. You can also use the arrows to navigate between matches.
Context Annotations highlight transcript content that represents widget data in your workspace. For example, if you have a Top Categories widget in your workspace, annotations point out category data. It highlights words in the transcript that make the interaction match a category. Annotations don't appear for widget data with filters applied. Highlights remain until you clear the checkbox.
Select an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., action Events or actions that ocurred during an interaction, such as making a return or completing payment., or outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. in the Details pane to highlight where it occurred in the interaction transcript messages. Some NiCE CXone AI-derived outcomes may not be available to click and view in the transcript.
Click Home to return to the workspace.

Using a Categories filter is helpful to see why an interaction is included in that category. You can view the individual words and phrases in the transcript that caused it to be included.

Listen to a Call Recording

If you have multiple channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. types, filter the widget or workspace to only include Voice calls.
Apply any other filters you want to narrow the results displayed in the widget Graphical representation of data that meets specified filter criteria..
Scroll or use the page links to locate the interaction you want to hear. Click anywhere in the row of the interaction to open the transcript view.
Below the written transcript, click Audio Playback to expand the transcript player. To open the player in a new window, click Open in New Window in the right corner.

When the recording loads, use the following buttons to review the recording:

Learn more about fields in this step

Player Button	Action
	Play part of a recorded segment in a loop. Click the button once to start the loop and a second time to stop the loop. Then click Play to play the loop. Click the button a third time to clear.
	Skip silence.
	Create public or private annotations. You can also view public annotations added by other users. Permissions are required to use annotations.
	Select which categories and sub-categories appear on the timeline.
	Go back three seconds.
	Play a recorded segment or interaction.
	Jump ahead three seconds.
	Adjust the volume.
	Adjust playback speed.
	Expand the player window.
	View details for multiple events that happened in a short period of time.
	Access additional actions. You can view the audio panel, show screen recording, or download the media file. To hide the audio panel, switch off the toggle in the Actions menu.

Modify the Interaction Widget Settings

You can modify the Interactions widget settings to apply filters, to change the name of the widget in the workspace Named view of one or more widgets., and customize the columns.

Change the Title of the Widget

Click more options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget Columns

Click Options in the top right corner of the widget.
Click Settings.
Under Select Columns, select the checkboxes for each column you want to see in the widget. Clear the checkboxes for any columns you don't want to see in the widget. For the folders at the top, the checkbox enables or disables all columns inside. Open a folder to select columns individually.
When you're satisfied, click OK.

Export Interactions Chart as CSV

Click Options in the top right corner.
Click Export .