Key Terms and Metrics

Filters data by channels used by your organization. Supported channels include:

• Inbound and outbound Voice.
• Omnichannel and Digital Experience Chat.
• Omnichannel and Digital Experience Email.
• SMS.
• Digital Experience channels:
  • Apple Business Chat.
  • 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.

Filters data based on whether the contact was 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.. Select one of the following Frustration options:

• Frustrated: Only displays interactions where the client was frustrated.

• Not Frustrated: Only displays interactions where the client was not frustrated.

Note that frustration is different from negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.. All frustrated interactions should also be negative, but in some cases negative sentiment could mean something else.

Filters data based on how easy it is to read the interaction transcript. Automatic Speech Recognition (ASR) assigns transcripts confidence ratings based on the number of errors they have. The fewer the transcript errors, the easier it is to read. So, this is helpful if you have to read many transcripts to solve an issue and want to focus on transcripts that are easier to read. By default, all transcripts are included. Select one of the following Readability options for an ASR confidence rating:

• High: Only displays interactions with transcripts that are easier to read.

• Low: Only displays interactions with transcripts that are more difficult to read.

Important: Filtering by High confidence will likely still return transcripts with errors, but they will be easier to read than lower quality transcripts.

Filters data based on whether the cause for the interaction was resolved during the interaction. Select one of the following Resolution options:

• Resolved: Only displays data for resolved interactions.

• Unresolved: Only displays data for unresolved interactions.

Lets you view data from either the agent side or contact side of interactions. When you drill down to view the interactions, you still see both sides. This filter may be more helpful when used with keywords and phrases, entities, company profile terms, and category results. Select one of the following Participant options:

• Agent: Only displays agent data.

• Client: Only displays client data.

Includes or excludes interactions from the data based on keywords or phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel". they contain. You can enter a keyword or phrase to return exact matches or variations. For phrases, you can also specify how close the words in the phrase must be to each other for an interaction to be considered a phrase match. It may be helpful to use the Participant filter in conjunction with this filter to see who is using certain words or phrases.

Enter keywords or phrases you want to filter for. Select one of the following Keywords and Phrases options from the first drop-down:

• Have: Displays data for interactions that mention the word or phrase you enter.

• Have at least one: Displays data for interactions that mention at least one of the terms or phrases you enter. This is only helpful if you use more than one keyword or phrase filter.

• Not have: Only displays data for interactions that don't mention the term you enter.

Select one of the following options from the Matching drop-down:

• Exact: Only displays interactions that include the term or phrase exactly as you enter it.

• Approximate: Displays interactions that include variations of the term or phrase you enter. For example, if you enter activate, it could display interactions that include activate, activates, activating, activated, and so on.

If you entered a phrase, use + and - or enter an integer to configure Proximity. This includes matches where the words in the phrase aren't consecutive. Phrase matches can have up to 8 words between them. The default is 0. For example, the phrase speak manager with a proximity of 2 would capture the phrases speak to a manager, speaker with your manager, and so on.

Click Add when you're finished. Repeat these steps to add additional filters.

Includes or excludes interactions from the data based on entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. they contain. Some entities are preconfigured in Interaction Analytics. If you want to create custom entities, you must configure them in the company profile. If you want to filter based on keywords and phrases, use that filter instead.

Select whether you want to Include Entities or Exclude Entities. Enter or select the entities you want to include or exclude.

Sentiment

Select one of the following sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. types:

• Overall Sentiment: The sentiment for the whole interaction.

• Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment.

• End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment.

Once, you've selected a sentiment type, select one or more of the following sentiments:

• Positive: The number of positive cues is greater than the number of negative or neutral cues in an interaction.

• Negative: The number of negative cues is greater than the number of positive or neutral sentiment cues in an interaction.

  Note that negative sentiment is different from frustration 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.. Some phrases can be both negative and frustrated. However, a client may be discussing a negative issue they want addressed without necessarily being frustrated.

• Neutral: An absence of negative or positive cues. May also occur if you have phrases set as neutral in your company profile.

• Mixed: The number of positive and negative cues in an interaction are essentially equal.

If you don't select a sentiment the default is to include interactions of all sentiments.

Filters for entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants. configured in your company profile Page in Interaction Analytics where you can create custom entities.. You can filter by the entity type, like Products, or drill down to include entities within the entity type, like Sweaters. The options will vary depending on the entities and entity types you have added to your company profile.

To include all configured entities under a single entity type, such as Company, select the checkbox beside the entity type name. Clear the checkbox to remove it.

To select only certain entities under an entity type, click the filter you just selected again and select the checkbox next to each entity you want to include. Clear the checkbox to remove it.

Check the box next to the specific metric type you would like to filter for.

After you check the box for the metric you want, click the filter you just added to select a value for the specified data field. Click the check mark to the right when you are finished. For example, if you select Agent Name as a metric, you would need to enter or select the name of the agent you would like to filter for.

• Sentiment: The sentiment for the whole interaction.

• Beginning Sentiment: This is determined by the first 400 words, or first 30%, of the interaction, whichever occurs first. It can help you identify common reasons or problems clients call about. Mixed sentiment is not available for beginning sentiment.

• End Sentiment: End sentiment is determined by the last 30% of an interaction. Mixed sentiment is not available for end sentiment.

See the Metrics entry in Key Terms and Metrics for more information about each available metric type.

To select only certain terms in a category, click the filter you just selected again and select the checkbox next to each term. Clear the checkbox to remove it.

This filter is only visible if your system enables Enlighten features. It filters for specific Enlighten metrics and the scores for those metrics. These metrics and scores measure behaviors that demonstrate efforts to achieve customer satisfaction.

Check the box next to the customer satisfaction behaviors you want to include in your search. Then select one or more scoring level for the metrics you want to see. The scoring levels include: Moderately Negative, Neutral, Moderately Positive, Strongly Positive.

This filter is only visible if your system enables Enlighten features. It filters for specific Enlighten metrics and the scores for those metrics. These metrics and scores measure behaviors that demonstrate efforts to make sales effectively.

Check the box next to the sales effectiveness behaviors you want to include in your search. Then select one or more scoring level for the metrics you want to see. The scoring levels include: Strongly Negative, Moderately Negative, Neutral, Moderately Positive, Strongly Positive.

​Filters by the intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish of the interaction as assigned by Enlighten. This allows you to view interactions by purpose based on what the contact wants to communicate or accomplish. Only one intent is assigned to an interaction, but you can filter by multiple intents at once.

Intents are sorted into three different levels: category, topic, and intent. If you select the box next to a category, it also filters by the topics and intents included in that category. Intents are organized by topic, and topics are organized by category. If you only want to filter by certain intents, click the drop-downs of the relevant category and topic to drill down to the desired intent.

This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported.

To use this, you must have one of these licenses or license combinations: 

• Analytics Advanced

• Analytics Premium

• Analytics Essential and AutoSummary

If you have questions, ask your CXone Account Representative.

Filters by the outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of an interaction. For example, outcomes could include payment completion, a transfer, or an escalation. Interactions can have up to 12 outcomes.

Select the box next to the outcomes you want to filter for.

This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported.

To use this, you must have one of these licenses or license combinations: 

• Analytics Advanced

• Analytics Premium

• Analytics Essential and AutoSummary

If you have questions, ask your CXone Account Representative.

Filters by actions that occurred during an interaction. For example, actions could include processing a payment, providing account information, or pulling up an account. Interactions can have up to 8 actions.

Select the box next to the outcomes you want to filter for.

This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported.

To use this, you must have one of these licenses or license combinations: 

• Analytics Advanced

• Analytics Premium

• Analytics Essential and AutoSummary

If you have questions, ask your CXone Account Representative.

Unique numeric identifier assigned by CXone to an agent. Helpful when you want to view all interactions for one agent, especially if you have more than one agent with the same name.

Name of the agent who handled the interaction, as specified in their CXone user profile. Can be used for the same purpose as Agent ID. Use when you want to view all interactions for a particular agent.

Unique alphanumeric identifier assigned to case. Do not use. Use acdContactId instead.

Do not use. Use acdContactId instead.

How the segment ended. For example, a hold, masking, or screen recording could be close reasons for a segment. Can be useful to see when things like masking occurred.

• Conference (hold): Agent placed the contact on hold to conference with someone else.
• Segment (hold): Agent placed the interaction on hold for any reason.
• Transfer (hold): Agent placed the interaction on hold before transferring it to another agent.
• Segment (mask): Recording was masked for part of the interaction, resulting in a new segment.
• Conference (segmented): Agent conferenced a third party in to the interaction without placing the contact on hold.
• Segment (segmented): Interaction was segmented for a reason other than a hold, conference, transfer, or recording mask.
• Transfer (segmented): Agent transferred the interaction to someone else without placing the contact on hold.

Interaction Analytics notes both silence and notable silence.

Silence is defined as the amount of time between words where all parties are quiet. It excludes silence from short breaths, speaker changes, and pauses at the end of sentences.

Notable silence is any period of silence (as just defined) that lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods.

This metric allows you to view the percentage of total notable silence in an interaction or segment.

The total number of seconds of notable silence in an interaction or segment.

Unique numeric identifier assigned by CXone to an agent. Helpful when you want to view all interactions for one agent, especially if you have more than one agent with the same name.

Name of the agent who handled the interaction, as specified in their CXone user profile. Can be used for the same purpose as Agent ID. Use when you want to view all interactions for a particular agent.

If there is any change in the number of participants in an interaction, it is considered complex. This can be helpful to analyze why interactions require a transfer or conference. This field is true for the first segment of an interaction when the closeReason is not Segment (end). Is Complex is true for every segment after the first one.

For example, if an agent receives a call and then transfers the contact to their supervisor, Is Complex is true for this segment. The second segment of this interaction would include the agent's supervisor and the original contact. This segment is also complex because there was a change in participants from the first segment. If the same agent receives a new call, handles the contact, and the contact ends the call, Is Complex is false.

Master Contact ID

Unique numeric identifier assigned by the CXone ACD to an interaction. It is the parent ID for one or more related segments. You can use this to include all segments attached to a contact.

Interaction Analytics notes both silence and notable silence.

Silence is defined as the amount of time between words where all parties are quiet. It excludes silence from short breaths, speaker changes, and pauses at the end of sentences.

Notable silence is any period of silence (as just defined) that lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods.

This metric allows you to view the percentage of total notable silence in an interaction or segment.

The total number of seconds of notable silence in an interaction or segment.