Agent topics detail view
The following permissions:
- Analytics > conversation aggregate > view
- Speech and text analytics > topic > view
- Analytics > speech and text analytics aggregates > view
- UI > supervisor agent details > view
- Directory > user > view
The Agent Topics Detail view displays historical interaction and speech and text analytics generated data for an individual agent.
Set a default time zone in the workspace
You can set the default time zone in the analytics workspace before viewing any analytics view.
To set the default time zone in the workspace, follow these steps:
- Click Performance > Workspace.
- On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.
To | Do this |
---|---|
Display the view | Click Performance > Workspace > Speech and Text Analytics > Agent Topics, and select an agent. |
Filter by a collection of users, by name, division, group, role, or location | Click Filter User(s) in the top left corner of the screen For more information, see Filter by user or collection of users in the Customize the view section below. Note that you can combine this filter with an interaction filter. |
Customize the view using interaction filters | Click Toggle Filters Panel in the top left corner of the screen. See the sections below for more information about the available filters and columns. Note that you can combine the interaction filters with user filters. |
Modify the topic trend columns that appear in the view | See the Show, hide, and rearrange columns below. |
Refresh the view | Click Refresh . The view updates automatically except when you use filters in the Filters pane. Refresh to display the most current data. |
Save the view with your filter and column settings | Click Save . |
Export the data in the view | Click Export . |
Access other Agents Performance views | For example, click the performance tab to see the Agents Performance Detail view. Note: Each view has its own permissions. For permission requirements, see each view’s article. |
View topic interactions in Content Search. | Click the icon and then click the magnifying glass. |
Customize the view
To show only certain data, customize the Agents Topics Detail view using any combination of filters and by hiding, showing, or rearranging columns. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
More information about customizing the Agents Topics Detail view is available in the following sections.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month.
To use a preset to filter metrics, complete the following steps:
- Click the date to display the date filter.
- In the Presets list, select a preset date option.
Date presets
Presets | Description |
---|---|
Today | Shows data for the time period that includes the current interval. |
Yesterday | Shows data for the previous day. |
This week | Shows data for a Sunday through Saturday time period. |
Last week | Shows data for the previous week and Sunday through Saturday. |
Previous 7 days | Shows data for the previous seven days. |
This month | Shows data for the current month with no extra days. |
This month by week | If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days. |
Last month | Shows data for the previous calendar month with no extra days. |
Previous 30 days | Shows data for the previous 30 days. |
Day | Shows data for a single 24-hour day. |
Week | Shows data for a Sunday through Saturday time period. |
Month | Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date. |
Month by Week | If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days. |
To use a custom date range to filter metrics, complete the following steps:
- To display the date filter, click the date.
- Select a start date and an end date on the calendar, and click the filter arrow .
To view data for a different time period using the same date presets, click the arrows on either side of the date display.
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
- When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
- You cannot select the voice and callback types at the same time.
- If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.
The selected media type icon is displayed above the column headers.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view.
To rearrange topic columns, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 topic columns.
For more information about the metrics shown in the columns, see the Available Columns section in this article.
Interactions filters
Filter | Description |
---|---|
From | Displays information for interactions sent from the selected email addresses.
|
To | Displays information for interactions sent to the selected email addresses.
|
ANI | Displays interactions with the selected ANIs.
|
DNIS | Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
|
Direction | Displays information about interactions of the selected directions. |
Queue | Displays interactions associated with the selected queues. |
Flows | Displays interactions associated with the selected IVR flows. |
Flow Version | Displays interactions associated with the selected IVR flow version. |
Available columns
Your customizations determine which metric columns the view shows.
If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.
To show or hide columns, click and then search or scroll to select the columns you want to view.
To add a column for a specific topic or for a topic based on a specific dialect, click and type the topic name or dialect name in the field provided at the bottom of the column list. If you enter a dialect name, the topic list only contains topics associated with the specific dialect. From the list that appears, select the topic that you want to add to the view and click Add Columns.
Column | Description |
---|---|
Name | The name of the topics. |
Interactions | The number of interactions for the topic. |
Interactions % | The percentage of interactions for this topic out of all communications across all topics. |
Dialect | The language associated with the interaction. |
Participant | The type of participant, whether Internal, External, or All. |
Average Sentiment Score | The average sentiment score of interactions. |
Negative Interactions | The number of interactions during which the average sentiment is < -20. |
Negative Interactions % | The percent of all interactions that have an overall negative sentiment score (< -20). |
Neutral Interactions | The number of interactions during which the average sentiment is >= -20 and < +20. |
Neutral Interactions % | The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20). |
Positive Interactions | The number of interactions during which the average sentiment is >= +20. |
Positive Interactions % | The percent of all interactions that have an overall positive sentiment score (>= +20). |
Sentiment | Shows the spread of sentiment for the topics shown. |