Shows the distribution of interactions by the categories defined in the system.

Note: Uncategorized indicates the percentage of interactions that are not associated with any of the existing category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. definitions. Uncategorized is not considered a category and does not display in the Categories chart.

Shows the relevance of each category to the content search results (keywords, terms, and categories). The relevance of each category is ranked from zero to one, with the highest rank assigned to the most relevant category.

Shows the distribution of categories by their potential dollar impact. This value is part of the category definition. The total value is calculated by multiplying the ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. score of each 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. by the defined value, and adding up the results.

Example: if you assign the value $4 to a category, and 100 interactions are associated with the category. The category's $ impact can potentially be $400, depending on the rank of the interactions.

Star Ranking Shows the distribution of interactions by their ranking, in descending order.

Note: This chart is available only as an export option (Additional Actions > Export Chart Data).

Divides the interactions into two groups: interactions that are associated with the currently defined categories--categorized, and interactions that do not meet any of the existing category definitions--uncategorized.

If a great percentage of interactions falls into the uncategorized bar, further investigate these interactions to come up with parameters to design more categories.

Shows the distribution of interactions by each searched keyword or phrase.

Note: This chart is available only if you perform a search.

Shows the number of interactions per wrap-up time (the additional time the employee spends closing the interaction after talking to a customer).

Default ranges: Very short (0-1 min), Short (1–2 min), Average length (2–3 min), Long (3–4 min), Very Long (above 4 min).

Shows the distribution of interactions during the day.

Default ranges: Morning (6:00–10:00), Midday (10:00–14:00), Afternoon (14:00–18:00), Evening (18:00–22:00), and Night (22:00–06:00).

Shows the daily distribution of interactions.

Shows the weekly distribution of interactions.

Shows the monthly distribution of interactions.

Shows the distribution of interactions by the number of holds that occurred during the contact The entire communication experience for a customer, from beginning to end..

Shows the distribution of interactions by the number of conferences that occurred during the contact.

Shows the distribution of interaction by the number of holds that occurred during the contact.

Shows the distribution of interactions by the length of hold time during the contact.

Default ranges: Very Short (0–35 seconds by default), Short (00:35–1:55), Average Length (1:55–3:00 min), Long (3:00–5:00 min), Very Long (5:00–90:00 min).

Shows the distribution of interactions by inbound, outbound, internal, and unknown.

Shows the distribution of interactions by ANI (automatic number identification).

Shows the distribution of interactions by DNIS (dialed number identification service).

Shows the distribution of interactions by PBX (private branch exchange) ID.

Shows the distribution of interactions by extension numbers.

Shows the distribution of interactions by the percentage of silence time during the interactions. This metric represents the percentage of time during the call when both the employee and the customer did not speak. Silence time includes pure acoustic silence, and non-speech audio such as background noise, typing, music-on-hold, and more.

Default ranges: Very Low (0%–20%), Short (20%–40%), Average Time (40%–60%), High (60%–80%), and Very High (80%–100%).

Long silence periods can indicate that customers are not satisfied or that employees do not know how to deal with customer issues.

Shows the distribution of interactions by employee talk-time percentage.

Default ranges: Very short (0%–20%), Short (20%–40%), Average length (40%–60%), Long (60%–80%), and Very Long (80%–100%).

Shows the distribution of interactions by customer talk-time.

Default ranges: Very short (0%–20%), Short (20%–40%), Average length (40%–60%), Long (60%–80%), and Very Long (80%–100%).

Shows the distribution of interactions in which the customer and the employee talked at the same time.

Default ranges: Very short (0%–20%), Short (20%–40%), Average length (40%–60%), Long (60%-80%), and Very Long (80%–100%).

High percentages of talk-over time can imply a high number of negative interactions between your employees and customers.

Shows the distribution of interactions by employee.

Shows the distribution of interactions by employee group.