Workspace Widgets

Required permissions: Interaction Analytics View

Interaction Analytics allows you to view your data in several different graphical widgets Graphical representation of data that meets specified filter criteria. . Each widget focuses on a different aspect of interactions. You can add widgets to workspaces to help you analyze your datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. In CXone, these widgets are sorted under headings that describe the type of information they display.

widget	Description
Interaction Text Widget	Displays a list of the most recent interaction transcripts available for the dataset. Shows the date and time at which the conversation occurred, the first few lines of the transcript, and the sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. assigned to it. Helpful if you want to look at the beginning of written of specific interactions. Appears under the Authors & Sources heading in CXone.
Interactions Widget	Displays a table of recent conversations from your contact center. Displays the agent who handled the contact and the team to which the agent belongs. From the widget, you can view full interaction transcripts and listen to call recordings. Appears under the Authors & Sources heading in CXone.
Enlighten Behavioral Metrics Widget	Displays a bar chart that demonstrates agent performance in one or more of the Enlighten behavioral metrics, such as Active Listening or Effective Questioning. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone.
Enlighten Summary Widget	Displays a graph of average scores for different behavioral metrics and shows how the scores are trending. These scores can be for an agent, team, or the whole contact center based on filters you apply. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone.
Intent Trend Widget	Displays a line graph of intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish volume trends over time to identify intent spikes. You can look at trends for intent categories, intent topics, or intents. You can hide and unhide intents from the chart and legend to customize the data displayed. You can also use the filter to focus on specific agents, teams, or other analytics. These metrics are only available for English interactions. Appears under the Enlighten heading in CXone.
Intent Analysis Widget	Displays a table of intents and their metrics, including the main analytics metrics and by the interaction outcomes. For example, you can analyze intents with high duration, low customer satisfaction, high escalation rates, or low resolution rates.
Frustrated Interactions Widget	Displays a bar graph with the number of 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. interactions per category or per agent. Appears under the Frustration heading in CXone.
Frustration Trend Widget	Displays a graph showing the number of frustrated interactions over the selected period of time for the dataset. Appears under the Frustration heading in CXone.
Sentiment Trend Widget	Displays a graph showing sentiments of interactions over the selected period of time for the dataset. You can choose to view the sentiment of the agent or the client. Appears under the Sentiment heading in CXone.
What People Are Talking About Widget	Displays a bubble chart of the top 50 terms of interest by relative volume of occurrence. These terms of interest are entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. not keywords Individual word with special significance.. Appears under the Sentiment heading in CXone.
Overview Bar Widget	Displays key summary information about the dataset: Shows the total number of interactions in the dataset per hour, per minute, per day and whether that number is increasing or decreasing. Shows the percentage of total interactions per sentiment. Shows how sentiment is trending within the entire dataset. Indicates whether sentiment changes rapidly or remains consistent. Appears under the Volume heading in CXone.
Channels Widget	Displays a bar chart that shows either the exact number or percentage of interactions in the dataset per channel. Appears under the Volume heading in CXone.
Top Categories Widget	Displays a bar chart that shows the categories with the largest number of matching interactions. You can view either the exact number or percentage of interactions for each category. Appears under the Volume heading in CXone.
Metrics Widget	Displays a bar chart that shows either the exact number or percentage of interactions in the dataset that match a configured value for a selected metric field. Appears under the Volume heading in CXone.
Top Company Profile Terms Widget	Displays a line graph that shows how many times entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in the company profile Page in Interaction Analytics where you can create custom entities. were mentioned over time. Appears under the Volume heading in CXone.
Keywords Widget	Displays a chart that shows the keywords and phrases most mentioned most often in the dataset interactions. The size of the words on the chart are based on the number times it was mentioned. Appears under the Volume heading in CXone.
Most Unresolved Interactions Widget (Unresolved)	Displays a graph that shows the number of unresolved interactions per category or per agent. Appears under the Volume heading in CXone.
Interaction Silence (Silence Percentage)	Displays a circle chart that shows extended periods of silence as a percentage of the total interaction time in chat and voice interactions. Appears under the Volume heading in CXone.