Trends calculation summary

The values of trends vary, depending on the 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. analysis method.

Recent Changes (Today or this week compared to last 3–4 weeks)

• Volume % (baseline):

  • For 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. trends: percentage of interactions that include the term for the past 3–4 weeks

  • For category trends Type of trend in Speech Analytics that shows how the numbers in specific categories fluctuate over time.: average % of interactions assigned to the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. for the past 3–4 weeks

• Today/this week: percentage of interactions that include the term or are assigned to the category today or this week (depending on settings)

• Absolute change: Today/this week % - Volume %

• Relative change: Absolute change / Volume %

Long-Term Volatility (During 1, 3, 6, 9 or 12 months)

• Volume % (baseline): Average % of interactions assigned to the category trend or that include the term trend Type of trend in Speech Analytics that shows the fluctuations of spoken words and phrases mentioned in customer-employee interactions. during the specified time period

• Highs: Average high number of interactions for the entire period

• Lows: Average low number of interactions for the entire period

• Absolute change: Average highs - average lows

• Relative change: Absolute change / Volume %