Create an analysis report
You can create a Cross Correlation report or an Interaction Metrics Distribution report to easily identify areas that impact behavior in your contact The entire communication experience for a customer, from beginning to end. center.
The report data is based on the local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. of the Recorder at the time the interactions were recorded (not configurable).
Before you begin
Verify that the Cross Correlation report and the Interaction Metrics Distribution report are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. applications.
Procedure
-
From the Portal, go to Interactions. Under Analysis Reports, select Analysis Reports.
-
From the Report Type, select the report you want to create (Cross Correlation or Interaction Metrics Distribution).
-
To change the scope of interactions to include in the report (by default, report includes interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. from the last 30 days):
-
Under Report Settings, click
. -
Set the relevant fields and click Filter (descriptions of the fields are detailed in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Fields).
-
-
From the X-Axis drop-down list, select a metric.
If you selected the Cross Correlation report: From the Y-Axis drop-down list, select a metric (must be different from the one you selected for the X Axis).
-
If required, set the metrics values according to the type of metric you selected, as described in the table in the Metric settings section.
-
Click Generate Report.