Example: analyze silent interactions

To find 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. that represent interactions with long periods of silence time, filter the data by the silence time metric.

Scenario

You want to find periods of wasted work time, where employees are performing lengthy operations without talking to customers. To accomplish this goal, you can focus on themes represented by interactions with a long silence time.

Analyze silent interactions

From Time Periods, select Past 7 Days.

Theme data is displayed for interactions that have been added to the index Repository of transcribed interactions, which are used for analysis in Speech Analytics. in the past 7 days only.
For the performance metrics, select the following:
1. From Size by, select Avg. Silence Time (%).
2. From Color by, select Volume (%).
Analyze the themes represented by the larger cells on the map (on the left side of the map).

These themes represent interactions that have a relatively higher percentage of silent time.
Analyze the themes represented by the smaller cells on the map (on the right side of the map).

These themes represent interactions that have a relatively lower percentage of silent time.
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.
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.
To focus on interactions with a high amount of silent time that are relatively high in number, select the themes represented by the following:
- Large cells (on the left side of the map)
- Cells represented by the color on the right of the color scale
To view themes with meaningful terms, from Theme Type, select Concepts.