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. Interaction Analytics allows you to view, filter, group, and search for different keywords and metrics in your interaction data. Familiarize yourself with key terms and metrics used in IA to learn how to use tools like categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., workspacesClosed Named view of one or more widgets., and widgetsClosed Graphical representation of data that meets specified filter criteria.. Using these tools can help achieve your business goals to:

  • Reduce customer loss.

  • Improve agent efficiency.

  • Improve customer satisfaction.

Permissions in 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. However, they cannot save any changes they make to workspaces or datasets.
  • 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 the ability to add, edit, or create all settings of Interaction Analytics. These settings include creating and modifying datasets, viewing dataset categories, and configuring the company profile. They can also configure custom sentiment, corrections, and ignored phrases, and so on. However, they cannot create new categories.
  • Administrators perform more advanced configuration of Interaction Analytics. They are the main users of IA. They could be business intelligence experts, data scientists, or even contact center administrators. They may not know as much about what goes on in interactions, but will likely lead efforts to collect data for analysis and improvement. These users need the Admin permission. However, View and Edit permissions are not automatically granted when you give Admin access. View and Edit permissions need to be given to Administrators as well. They can create and manage workspaces and workspace sets so data users can view see the information they need, when they need it. Administrators are the only ones who can create and manage categories, category templates, and rules.

If you want users to be able to view and configure all areas of IA, do not assign them any of these permissions. To limit their ability to view and configure parts of IA, assign them permissions.

You can further limit the data users can see by teams or skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. configured in your RBAC settings in the Admin application. Users not configured to view specific teams or skills can see all current data in IA for the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. If you use AutoDiscovery, you can also limit the data users can see based on teams or skills they are assigned to.

Key Facts About Interaction Analytics

  • Interaction Analytics uses the time zone of the location of your work station. For example, if your company has offices in various locations around the country or the world, you will see data according to the time zone where you are located.
  • You can add CXone Mpower behavioral metrics so you can track hard and soft skills in the same analytics tool. The CXone Mpower AI is a comprehensive AI and machine learning 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 CXone Mpower use cases.
  • You can include interactions from these channels in your datasets. To see Digital Experience channels, you must have both that product and Interaction Analytics.
    • Inbound and outbound voice
    • Omnichannel and Digital Experience chat
    • Omnichannel and Digital Experience email
    • SMS Messaging.
    • Digital Experience channels:
      • Apple Messages for Business
      • Facebook Messenger
      • Google Business Messages
      • In-App Messaging
      • LINE Messaging
      • Microsoft Teams
      • Slack
      • Twitter Direct Messages
      • Telegram Messaging
      • Viber
      • WhatsApp
      • Custom channels using the Bring Your Own Channel feature
  • You can analyze English, Brazilian Portuguese, French, Canadian French, German, Dutch, Latin American Spanish, European Spanish, and Japanese interactions. You can create datasets for each language. You can also create custom categories, sentiments, and entities to use with these datasets. Custom sentiment, categories, and workspaces need to be configured separately for non-English datasets. These are distinct from the settings you have configured for English datasets. 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 also access your IA data via API. These APIs are documented on the CXone Mpower developer portal A square with an arrow pointing from the center to the upper right corner..
  • 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.