Configure Datasets

Required permission: Interaction Analytics Edit

Datasets analyze data that meets specific criteria within a selected time period. Datasets can include any supported interaction type. You can filter the dataset to include or exclude interactions using certain keywords, phrases, or entitiesClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants.. Other filters include sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray)., metrics, frustrationClosed 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., and resolution status. You can apply a category template, a workspace template, or both when you create a dataset. If you plan to apply new templates, you must create them before you create the dataset.

You can click more optionsicon of 3 verticle dots > Edit Dataset to change a dataset after it has been created. You cannot change the name of the dataset, but you can edit any of the other fields or categories. To edit the categories specifically, you can click more optionsicon of 3 verticle dots > Edit Categories.

Create a Dataset

Configure Dataset Fields

  1. Click the app selector and select Analytics. If you're already working in Interaction Analytics, skip this step.
  2. Click My Data if you're on another page in Interaction Analytics. If you just selected Analytics, the My Data page displays by default.

  3. Click Analyze New Data in the top right corner.

  4. Configure the fields for your dataset.

Configure Filter Criteria

  1. Click the + in the middle of the screen to add criteria to your dataset. You can add multiple criteria fields if you want to include interactions meeting certain criteria and exclude others. If you want to include all interactions from the specified time period, leave this field blank and skip to the last step.

  2. Select the conditions you would like the criteria to meet for each field. You can include or exclude interactions that meet some or all of the criteria you enter. All keywords and phrases entered in the same field have an AND relationship, and the fields have an AND relationship between them, meaning that all the specified conditions of a single rule set must exist for a contact to fall into the category, besides those in the At least one of these field.

  3. To include or exclude interactions by Phrase, Keyword, or Sentiment click the corresponding tag or begin typing a keyword, phrase, or entityClosed Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants..

  4. To include or exclude interactions by metrics like team name or skill name, click the Metric tag and select the metric type from the list.

  5. To include or exclude interactions by Frustration or Resolution select the corresponding tag.

  6. To add a new rule set, click Add Criteria. Rule sets have an OR relationship with each other, so interactions that satisfy any one of the rule sets configured in the category rule fall into the category. You can group rules and rule sets together to create more complex rules.
  7. When you are finished adding criteria, click Save.