Prerequisites

The following permissions:

  • UI > supervisor queue details > view
  • Routing > queue > view
  • Analytics > conversation aggregate > view
  • Analytics > speech and text analytics aggregates > view
  • Speech and text analytics > topic > view 

The Queues Topics Detail view displays statistics and speech and text analytics topic data for interactions that enter an architect queue. For information about speech and text analytics topics, see About programs, topics, and phrases

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 > Queue Topics, and select a specific queue.
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 how to 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 the Queues Performance Detail view Click any other tab.

Note: Each view has its own permissions. For permission requirements, see each view’s article. For more information, see Queues Performance Summary view. For async interactions, it takes a period of inactivity of 72 hours for Speech and Text Analytics to class the conversation as ended and show the metrics for email and messages.

Customize the view

To show only certain data, customize the Queue 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 Summary 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:

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

  1. To display the date filter, click the date.
  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. 

      You can select up to 20 topic columns.  

      Filter according to the queue name 

      Click the Filter queue(s) search icon to filter the queue view.  Enter the name of the queue in the Filter queue(s) field, and select the queue from the search results.

      You can continue to enter and select additional queues to add to the view.  

      Filter using multiple queues 

      Select the checkbox next to 2 or more queues and click Add to filters. 

      Note: To stop filtering according to a specific queue, click next to the queues name above the table.

      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.

      Flows Displays interactions associated with the selected IVR flows.
      Flow Version Displays interactions associated with the selected IVR flow version.
      User Displays interactions associated with the selected user.

      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
      Interactions The number of interactions.
      Communications The number of agent communications in which the topic was detected.
      Communications % The percentage of agent communications in which the topic was detected out of the total number of communications the agent handled.
      Dialect The dialect the topic was created for.
      Participant The participant the topic is targeting. The values can be internal (for example, IVR, agent), or external (for example, customer).
      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.