Interaction Analytics

Interaction Analytics is an intelligent linguistic analytics application. In other words, it converts contact center interactions into easily-understood data. Supervisors and managers can use this data to improve agent performance.

Terms and Concepts

Concepts related to your Data
Concept	Definition	Details
Transcript	Written form of a voice or digital interaction	Interaction Analytics collects digital interactions immediately, since they're already in written form. Voice interactions must be transcribed. They're collected by Interaction Analytics as soon as transcription is complete. Transcripts are then parsed. This means they are broken into parts to identify keywords, phrases, and entities.
Dataset	Set of transcribed, parsed interactions	You can create datasets for different purposes, using time periods and other criteria that you specify. Interaction Analytics supports up to 15 datasets per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
Entity	Specific themes or concepts in your data	Interaction Analytics contains some entities out-of-the-box. For example, the "sound quality" entity applies to transcripts where people say key phrases like "I can't hear you" or "you're breaking up." Administrators can also create custom entities for specific entity types on the Company Profile page.
Keywords or Key Phrases	Specific words or phrases with significance to your company	Interaction Analytics can tell you the top keywords and phrases occurring in your interactions. You can also include keywords and phrases in dataset criteria, categories, and use them to filter data.
Sentiment	Overall mood or result of an interaction	Interaction Analytics determines sentiment for an interaction by examining words and phrases in context. This makes it easier to see whether the interaction was successful. By default, interactions can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray). You can set the sentiment for custom entities. You can also adjust the sentiment for out-of-the-box entities based on how your company or industry uses them.
Concepts related to Organizing your Data
Concept	Definition	Details
Category	Way of organizing data parsed from transcripts	Interaction Analytics puts your parsed data into categories that help you understand it more easily. You can add custom categories to those that come out-of-the-box with Interaction Analytics.
Category Folder	Groups of related categories for easier reference	On the Categories page, you can group related categories in folders and sub-folders. This lets you find them more easily.
Category Template	Sets of related categories to be displayed on a page or in a widget	Category templates let you create custom sets of categories. You can use these templates against one dataset or against multiple datasets over time. The results offer a more complete view of the interactions in the dataset. Interaction Analytics comes with a variety of categories out-of-the-box. It also includes 12 category templates, such as Intent to Buy and Risk Aversion. You can copy and modify the default templates. You can also create your own custom templates.
Concepts Related to Displaying Your Data
Concept	Definition	Details
Workspace	Collection of widgets	Workspaces are collections of one or more related widgets displayed in a specific way. When a user opens a dataset, they see their workspace, like a dashboard, for that dataset. This gives them the information they need to make decisions. Interaction Analytics comes with a variety of helpful workspaces out-of-the-box. Administrators can also create custom workspaces for their users.
Workspace Template (Set)	Collection of workspaces	Workspace templates, or sets, are groups of workspaces that usually relate to a specific theme. Interaction Analytics comes with a variety of helpful workspace templates out-of-the-box. You can also create custom templates for your unique needs. You can apply a workspace template to a dataset so that users opening that dataset will have all the information they need at their fingertips.

Key Facts About Interaction Analytics

• Actions and permissions in Interaction Analytics are designed around three roles:
  • Data users need to see and use data and metrics from Interaction Analytics to drive positive outcomes. These users are often managers and supervisors in the contact center. They need the View permission. This lets them open datasets and filter the data. They can also read and use the widgets in their workspaces.
  • Data managers work with the data so that it's relevant and useful to the data users. They are often contact center managers or data analysts. These users need the Edit permission, which includes View plus additional capabilities. They can create new and modify existing datasets, view dataset categories, and configure the company profile.
  • Administrators do more advanced configuration of Interaction Analytics. They could be data analysts, contact center administrators, or even IT administrators. These users need the Admin permission, which includes View and Edit plus additional capabilities. They can create and manage workspaces and workspace sets so data users can view see the information they need, when they need it. Administrators can also create and manage categories, category templates, and rules.
• You can add Enlighten behavioral metrics so you can track hard and soft skills in the same analytics tool. The NICE Enlighten AI is a comprehensive AI framework. It offers behavioral models and metrics based on billions of real-life consumer interactions. This feature requires Interaction Analytics Premium and one or more Enlighten use cases.
• You can include interactions from these channels in your datasets. To see Digital First Omnichannel channels, you must have both that product and Interaction Analytics.
  • Inbound and outbound voice .
  • Omnichannel and Digital First Omnichannel chat.
  • Omnichannel and Digital First Omnichannel email.
  • CXone SMS Messaging.
  • Digital First Omnichannel channels:
    • Apple Messages for Business.
    • Facebook Messenger.
    • Google Business Messages.
    • Line Messaging.
    • Microsoft Teams.
    • Slack.
    • Twitter Direct Messaging.
    • Telegram Messaging.
    • Viber.
    • WhatsApp.
    • Custom channels using the Bring Your Own Channel feature.
• You can analyze English, Brazilian Portuguese, French, Canadian French, German, Dutch (Netherlands), Latin American Spanish, and European Spanish interactions. You can create datasets for each language. You can also create custom categories, sentiments, and entities to use with these datasets. Languages other than English have their own widgets. Frustration and resolution status are not supported for non-English interactions.
• The UI for Interaction Analytics displays in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, are not translated.
• You can export analytics data in the form of reports. These reports are in JSON format. To use this feature, you must configure secure external access in Cloud Storage Services.
• You can use analytics data to route inbound emails using the Analytics-Based Text Routing feature. There are eight different types of routing. These include overall sentiment, sentiment at the end of the interaction, and frustration.
• There are two reports available for Interaction Analytics: Analytics Metric Statistics and Analytics Category Statistics. A short training video is available for these two reports.

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