View trend details in Trend View

For any 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., you can view the percentage of interactions on a specific day during a specified time period, and compare this data with multiple trends.

Hiding a 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. or phrase that is displayed in the Trend View does not affect the line chart for that term. The line chart for the term continues to be displayed and updated until you remove it from the Trend View.

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Procedure

Point to a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. or term trend Type of trend in Speech Analytics that shows the fluctuations of spoken words and phrases mentioned in customer-employee interactions. and click it.

The trend is displayed in the Trend View, which shows a close-up view of the trend on specific dates.

To view the tooltip, maximize the Trend View.
To compare the details of multiple trends, add the trends you want in the same way you added the single trend.

The Trend View displays line charts for each selected trend, differentiated by color.
Under either Category or Terms & Phrases, switch to List View.
To view trend details of more terms:
- To view the impacting term of a category trend, point to the impacting term in the Categories List View and click View <impacting term>.
- To view correlated term of a term trend, point to the correlated term in Terms & Phrases List View and click View <correlated term>.
- To view the trend for an additional term included in interactions, type the term in the Term Search field. You can select the term from the auto-complete list, if relevant, and then press Enter.
The terms that appear in the auto-complete list can only be from one Project, (indicated by the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). field). Even if All Projects is selected, the terms are only generated from the defined project.

The selected terms are added to the Trend View, and display the detailed information.