Category metrics

The Metrics of table displays statistics about metrics related to your current selection. The data in the table updates every time you drill down to a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., perform a search, or simulate a category.

Column	Description
Metrics	Lists 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. metrics such as, average duration, average silence time, and number or holds.
Search (Reference)	Search: Shows the average value of the metrics for the subset of interactions retrieved by your search. (Reference): Shows the average value of the metrics for the subset of interactions retrieved by the selected filters. If no filters are selected, it shows the same value as the search.
Performance	This column is relevant only after you perform a search. Shows the relative performance difference between your search results and the reference. Examples: Negative performance, such as long interaction durations, shows as a red bar to the right of the center line. Positive performance, such as shorter hold times, shows as a blue bar to the left of the center line.

Column

Description

Metrics

Lists 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. metrics such as, average duration, average silence time, and number or holds.

Search (Reference)

Search: Shows the average value of the metrics for the subset of interactions retrieved by your search.

(Reference): Shows the average value of the metrics for the subset of interactions retrieved by the selected filters. If no filters are selected, it shows the same value as the search.

Performance

This column is relevant only after you perform a search.

Shows the relative performance difference between your search results and the reference.

Examples:

Negative performance, such as long interaction durations, shows as a red bar to the right of the center line.
Positive performance, such as shorter hold times, shows as a blue bar to the left of the center line.

Some of the metrics relate to contacts and not individual interactions. A contact The entire communication experience for a customer, from beginning to end. is made up of the total number of interactions between a customer and your call center employees.