Drill down to categories in chart

You can drill down to a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. to find out more about its behavior and metrics. Drilling down to a category helps you analyze its impact on the interactions between employees and customers.

When you drill down, the system retrieves all the interactions that are associated to the specific categories that you are investigating.

Navigating between any of the Analyze workspaces, retains filters and search criteria, if these are set. Keeping the search and filter criteria is useful for investigating the business issue from different perspectives, using different tools for analysis.

If you are analyzing a trending category, the data set is already filtered to include content most relevant to the category.

Procedure

Go to the Analyze Categories workspace Area within an application window where the user interacts with the program..
If required, click Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB)., and select the project for analysis.
If required, click My Data Set, and select the filters to define the subset of interactions for analysis.
In the Categories area, point to the category to analyze.

The tooltip that appears shows:
- The category name.
- The number of interactions associated to the category out of the total number of interactions in your current search.
- The category volume percentage within parentheses.
  
  The categories in the chart are updated to reflect the selected volume metric.
On the Y-axis select the volume metric by which to analyze:
- Volume (%)or Volume (#): The volume of interactions that match search and filter settings, as a percentage or number.
- Correlation to current search (%) or Correlation to current search (#): The number of interactions retrieved by the content search out of the total number of interactions that match the filter settings.
  
  The correlation to volume options are relevant only after you drill down or perform a search.
To display additional data on the categories, click , and do the following:
1. To show the average volume for the selected Y-axis metric, select Show average volume.
  
  A dotted line appears behind the bars, representing the average volume of interactions.
2. For Content charts of type Categories, Category Root Cause and Category by Impact ($), to show only tagged categories, select Show only favorites.
To focus the data set on the content that is relevant to the specific category that you are investigating, click Drill Down.

To drill down, you can also double-click a category bar or select a category from the list of categories on the left pane.

After you drill down:
- The system retrieves all the interactions that are associated with the selected category in the Categories bar chart. The selected category is displayed at the top of the chart.
- The Search bar reflects the drill-down by showing the selected category as a new search block.
- The Metrics of table shows the metrics for the interactions associated with the category.
- The Daily Volume chart shows how the daily volume changes (current search line) compared to the overall daily volume (background bars).
To print or export the chart, click , and then select the required option.