Silence Percentage Widget

Required permissions: Interaction Analytics View

The Silence Percentage widget displays extended periods of silence as a percentage of the total interaction time in chat and voice interactions.

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

If your organization uses Digital Experience, you can view your digital channel interactions using this widget just as you would any other interaction. Digital channels include:

  • SMS
  • Facebook Messenger
  • WhatsApp
  • Twitter Direct Messaging
  • Apple Messages for Business
  • Telegram Messaging
  • Line Messaging

Circle chart that shows silence percentage for each channel. Shows 1% silence for chat. Shows 25% silence for voice.

Channels

Each channel type is indicated by an icon. The phone icon represents calls and the conversation bubble represents chats.

Modify the Silence Percentage Widget Settings

You can modify the Interaction Silence 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 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 Silence Percentage 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..

Save Silence Percentage Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..