Example: analyze long interactions

You want to view themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance. for all interactions in your index Repository of transcribed interactions, which are used for analysis in Speech Analytics. that are relatively long in length.

Scenario

You want to focus on problematic call scenarios, where employees take a long time to respond or resolve the customer issue. To accomplish this goal, you can focus on themes represented by interactions with a long duration.

Analyze long interactions

1. From Time Periods, select All Interactions.

   Theme data is displayed for all interactions currently in the index.

2. For the performance metrics, select the following:

1. From Size by, select Avg. Duration.

2. From Color by, select Volume (%).

3. Analyze the themes represented by the larger cells on the map (on the left side of the map).

   These themes represent interactions that are relatively longer.

4. Analyze the themes represented by the smaller cells on the map (on the right side of the map).

   These themes represent interactions that are relatively shorter.

5. Analyze the themes represented by the color on the right of the color scale.

   These themes represent interactions that have a relatively high volume percentage.

6. Analyze the themes represented by the color on the left of the color scale.

   These themes represent interactions that have a relatively low volume percentage.

7. To focus on long interactions that are relatively high in number, select the themes represented by the following:

   • Large cells

   • Cells represented by the color on the right of the color scale

8. To view themes with meaningful terms, from Theme Type, select Concepts.

Related topics 

Example: analyze silent interactions