Interactions Widget

Required permissions: Interaction Analytics 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 show in the widget and the order in which they appear. You can highlight keywords, Company Profile entities, and examples for category, sentiment, and frustration analysis.

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

Columns

Note that the word 'contact' is represented by a person icon and the word 'agent' is represented by a headset icon.

Column Description
Type The channel through which the contact and agent interacted. Interaction Analytics uses icons to represent the channels.

Name

The name and numeric ID of the agent who handled the interaction.

Segment ID The unique, numeric ID of the interactions.
Team The team that the agent who handled the interaction belongs to.
Segment Start The date and time when the interaction began.
Silence The percentage of the interaction that was silent.
Client Sentiment The overall sentiment of the contact throughout the interaction: POSITIVE, NEGATIVE, NEUTRAL, or MIXED.
Agent Sentiment The overall sentiment of the agent throughout the interaction: POSITIVE, NEGATIVE, NEUTRAL, or MIXED.
Client Frustration If the word FRUSTRATED is present, it indicates that the contact was upset or angry during the interaction.
Resolution Displays whether the interaction was considered to be resolved or not. Displays a blue checkmark if resolved, and a red x if unresolved.

View a Transcript

  1. Use the Filters pane or filter the Interactions Widget individually if you want to limit the interactions that appear in the widget.
  2. 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.
  3. You can click the Search field in the upper left side of the transcript and see a list of annotations Interaction Analytics added to the transcript. These annotations indicate things like mentions of company profile terms, sentiment, frustration, and so on. You can further click an annotation to go right to that place in the transcript.
  4. If you want to highlight an annotation, click the The highlight icon looks like a paint bucket with a drop of paint. highlight icon and then click the color of highlight you want to use. Highlights persist until they are changed and all users can see them.
  5. To return to the Interactions Widget table, click Back to Interactions List.

Listen to a Call Recording

  1. If the datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. pulls in multiple channels, filter the widget or workspace to only include calls.
  2. Apply any other filters you want to use to limit the contacts available in the widgetClosed Graphical representation of data that meets specified filter criteria..
  3. 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.
  4. When the recording loads, use the following buttons to play recording.

Modify the Interaction Widget Settings

You can modify the Interactions Widget settings to apply filters or to change the name of the widget in the workspaceClosed Named view of one or more widgets..

Change the Title of the Interactions Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Export Interactions Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..