Cross Correlation report
The Cross Correlation report illustrates the correlation between any two 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. metrics. It is represented as a heat map diagram.
Using this report, you can identify quickly the major areas that affect the behavior of employees, groups, and organizations.
The X axis represents one metric, and the Y axis represents the other metric. The correlation between both metrics is the intersection points between the metric values. This value represents the number of interactions in which both metric values are present.
The number of interactions are presented as either:
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An absolute number (default)
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A percentage: the percentage is the absolute number divided by the total number of interactions included in the report
By default, interactions from the last 30 days are included in the report (configurable).
The report enables you to drill down and view the list of all interactions that contribute to the values in the report.
The color of the intersection point between two metric values represents the strength of the correlation:
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A dark orange color (
) represents a strong correlation (large number of interactions). -
A light orange color (
) represents a weak correlation (small number of interactions).
You can switch the color representations so that the light orange represents a strong correlation and the dark orange represents a weak correlation.
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When one or both metrics represent Categories, the report includes only transcribed interactions.
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When both metrics represent Categories, the correlation in percentage, reflects the correlation for the specific Category, and not for all the selected Categories.
For example, when Category A is on one axis and Category B is on the second axis, then the cross correlation value between them will be the percentage of interactions from Category A that fall into Category B, out of all category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. B interactions.
Example: Cross Correlation report
The X axis represents the Employee metric. The Y axis represents the Number of Holds metric.
The report displays the number (or percentage) of interactions in which a specific number of holds were performed by each employee. Using this report, you can identify quickly the employees who have many interactions with holds. You can then drill down to those interactions.