View daily volume of interactions

You can view how the volume of interactions changes over a selected period in the Daily Volume chart. Each bar represents one day. The bars automatically update to reflect changes in the defined search or filter criteria.

If you are analyzing a trending category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., the daily volume for the same category can differ from the daily volume in trends:

Unlike trends, category analysis is based on only those interactions in the user's visibility.
Changes to category definitions affect both historical and incoming interactions.

Procedure

Select Analyze > Categories.
In the Categories area, double-click the category that you want to investigate.

Double-click is the same as clicking Drill Down or clicking a category in the Categories list.
In the Daily Volume chart, set the required time range. For example, in the From and To calendars, set the time period to the last seven days.

You can use the range slider, at the bottom of the chart, to select a different date range or scroll between the days.
In the Daily Volume chart area, point to a bar.
- Date: day of week, month, day, year.
- Daily volume: shows the number of all interactions that took place on that day.
- Current search: shows the percentage of interactions associated with your current search criteria that took place on that day.
On the upper Categories chart, click one of the bars.
In the Daily Volume chart, point to a bar.

The tooltip also shows the name of the category that you clicked and its specific volume per day.
To see volume changes from day to day, point to the bars.