Theme metrics and theme content
When analyzing 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., you can select the performance metrics according to which you want to view theme data. Every theme shows data for the theme as a whole (theme metrics), and for each relation or concept encapsulated by the theme (theme content).
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Theme Metric/Content |
Description |
|---|---|
|
Volume (%) |
The percentage of interactions represented by the them out of the entire call set. For theme content, the percentage (subset) of interactions represented by the theme that include the relation or concept. |
|
Avg. Duration |
The average length of the interactions represented by the theme. For theme content, the average length of the interactions that include the relation or concept. |
|
Avg. Silence Time (%) |
The average percentage of silence time in the interactions represented by the theme. 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. For theme content, the average silence time for the interactions that include the relation or concept. |
Example: Viewing theme metrics
For example, if you select the Avg. Duration metric in the Color list, the following is displayed:
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Themes associated with relatively longer interactions are shaded with the color on the right of the color scale.
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Themes associated with relatively shorter interactions are shaded with the color on the left of the color scale