Displays the category that is trending, such as Repeat Calls and Holds.

Displays the term or phrase that is trending, such as account number.

Applicable only to Recent Changes in List view.

The direction of 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. for the category or term on the specified date, based on its Relative Change, and can be one of the following:

• : The Relative Change is higher on the specified date, compared with 3-4 weeks before that date.

• : The Relative Change is lower on the specified date, compared with 3-4 weeks before that date.

Differs based on the trend type selected:

• Recent Changes: Displays the baseline (or average) percentage of interactions assigned to the category, or included the term, during the past 3–4 weeks, not including the specified time period.

• Long-Term Volatility: Displays the baseline (or average) percentage of interactions assigned to the category, or included the term, for the specific time period (past month or longer).

Differs based on the trend type selected:

• Recent Changes: Displays the difference between the Volume % (baseline for the past 3–4 weeks) and the trend average for the specified time period.

• Long-Term Volatility: Displays the difference between the average high and the average low number of interactions for the entire period.

Differs based on the trend type selected:

• Recent Changes: Displays the percentage of the Absolute Change to the Volume % or baseline. Relative Change shows the magnitude of the trend for the specified date, compared to the actual change for the recent time period.

• Long-Term Volatility: Displays the percentage of the Absolute Change to the Volume % or baseline. The Relative Change shows the impact of the behavior of the trend during the specified time period.

For term trends only.

Displays the terms that are most correlated to, or appear in the same context much of the time, for the specified term. For example, for the term phone number, the correlated terms are address, and a new.

For category trends Type of trend in Speech Analytics that shows how the numbers in specific categories fluctuate over time. only.

Displays the terms that had the highest impact on the category trend over the selected time frame. For example, for the category, Billing Inquiries, the impacting terms are charge and charges.