Agent topics detail view

Prerequisites

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.  

    Available columns

    To view the available columns, see Agent topics detail view section in the View available columns in performance views by category article.

    To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

    To view the list of available columns in the performance views by category, see View available columns in performance views by category.

    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:

    1. Click Performance > Workspace.
    2. 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.

    Note: Each view has its own permissions. For permission requirements, see each view’s article. For more information, see Agents Performance views. Speech and Text Analytics requires 72 hours of inactivity for asynchronous interactions (such as email and messaging) to determine that a conversation has ended. When processing the topic metrics, the system uses the session end time rather than the session start time. The topic metrics are emitted only after the session is classified as ended. Therefore, it takes 72 to 96 hours for the topic reporting to be completely updated after the session end time.

    Activate agents for queues

    Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents themselves can also choose the queues to work. To activate a queue for an agent, the agent must be a member of that queue.

    To activate an agent for a queue from this view:

    1. Click the Queue Activation icon Queue Activation icon. The Queue Activation pane appears.
    2. Search or scroll to select the queues in which you want the agent to work.
    3. (Optional) To traverse between the pages, use the pagination controls such as Previous previous page icon, Next next page icon, First first page icon, and Last last page icon icons.
      Note: The list of queues is limited to 500 and the number of queues per page is limited to 25.
    4. Click Update.

    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 year.

    To use a preset to filter metrics, complete the following steps:

    1. To display the date filter, click the date.
    2. 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, 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 Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 30 days Shows data for the previous 30 days.
    Previous 3 months Shows data for the previous three months. For example, Nov 1, 2022 – Jan 31, 2023.
    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 can see the data up to the current date.
    Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

    To use a custom date range to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. 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.

    1. To filter by media type, click the Filter icon Filter button.
    2. Select the media type. 

    Notes:
    • 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. If you select callback, the voice interaction will be deselected.
    • The available media types may vary from those shown above.

    The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

    Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

    To show or hide columns:

    1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
    2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
    3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
    4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

      Sort by options that appear when you add or remove column
    5. Search or scroll to select the columns you want to view.
      Note: You can also use keyboard navigation to choose the columns.
    6. Click Save. The selected columns appear on the screen.
      Note: The column selections appear only after saving the changes and do not apply to the table immediately.

        To rearrange the 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 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. 

        • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
        • Filter for multiple addresses at one time by entering other addresses and searching again.
        • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
          The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
        To

        Displays information for interactions sent to the selected email addresses. 

        • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
        • Filter for multiple addresses at one time by entering other addresses and searching again.
        • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
          The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
        ANI

        Displays interactions with the selected ANIs.

        • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
        • You can search for multiple numbers by searching again.
        DNIS

        Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

        • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
        • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
        • Filter for multiple numbers at one time by entering other numbers and searching again.
        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.
        Conversation Duration

        Displays interactions of the selected duration.

        To search for interactions of a custom duration, select the timeframe and use the controls to set the duration:

        • Range: Displays interactions with durations within the selected range.
        • Above: Displays interactions with durations above the selected duration.
        • Below: Displays interactions with durations below the selected duration.
        Total Handle

        Displays interactions of the selected total handle time.

        To search for interactions of a custom total handle time, select the timeframe and use the controls to set the duration:

        • Range: Displays interactions with total handle time within the selected range.
        • Above: Displays interactions with total handle time above the selected duration.
        • Below: Displays interactions with total handle time below the selected duration.
        Wrap-Up

        Displays interactions that have the selected wrap-up codes.
        Flow Version Displays interactions associated with the selected IVR flow version.