Discover trends overview
Trend analysis is a powerful tool that delivers daily insights from many interactions.
Trends surface changes in categories and terms stated in interactions. By analyzing category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. and term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. trends, you can:
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Understand emerging business phenomena
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Pinpoint significant events that may require close attention
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Reveal critical information that you may not be aware of
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Identify process or service issues before they escalate
When analyzing trends, you can:
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View topics that are now trending (Recent Changes): you can view changes (rises and drops) in categories and terms that are happening now, compared with the last 3–4 weeks
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View topics that have trended most significantly (Long-Term Volatility): you can view changes (ramps and bumps) in categories and terms that have occurred during a selected time period (1, 3, 6, 9, or 12 months). This view provides insights into the size and level of change of categories or terms over a specific time.
Speech Analytics dashboards are a convenient way to view trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. information in the form of graphic reports. Administrators can use Speech Analytics dashboards to determine the causes of unacceptable performance levels. You can configure dashboards for both category and term trends.
Set context for trend discovery