Interaction Metrics Distribution report

The Interaction Metrics Distribution report illustrates the distribution of interactions across a specific 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. metric. It is represented as a bar chart.

Using this report, you can identify quickly top-ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. issues that affect the performance of an employee, group, or organization.

The distribution of interactions is presented as both:

  • An absolute number

  • A percentage: the percentage is the absolute number divided by the total number of interactions included in the report

For example, for the Employees metric, the report shows the number and the percentage of interactions each employee handled.

By default, interactions from the last 30 days are included in the report (configurable). When the metric represents Categories, the report is created based on transcribed interactions only.

You can drill down and view the list of all interactions that contribute to values in the report.

The Bar Chart is represented as follows:

  • X axis - represents the metric, sorted by default according to the number of interactions - descending

  • Left Y axis - represents the number of interactions

  • Right Y axis - represents the percentage of the interactions

You can also view the accumulated percentage of the total number of interactions across a certain interaction metric. A line chart on top of the bar chart represents this value. The report appearing with the X axis sorted in descending order, together with the Line Chart, is known as a Pareto Chart. The Pareto Chart enables you to view easily the percentage of interactions related to the top-ranking issues that have been identified in the report.

Example: Pareto chart

If the Bar Chart shows the following:

  • Employee A: 40 interactions and 40% interactions

  • Employee B: 30 interactions and 30% interactions

  • Employee C: 30 interactions and 30% interactions

  • Employee D: 0 interactions and 0% interactions

The Line Chart shows the following accumulated percentages:

  • Employee A: 40% interactions

  • Employee B: 70% interactions (40% of Employee A + 30% of Employee B)

  • Employee C: 100% interactions (40% of Employee A + 30% of Employee B + 30% of Employee C)

  • Employee D: 100% interactions (40% of Employee A + 30% of Employee B + 30% of Employee C + 0% of Employee D)

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