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 Queue Topics Summary 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.

In the Queue Topics Summary view, you can view queue data (for example, Flow Version) and view sentiment data (Average Sentiment Score, Negative Interactions, Negative Interactions %, Neutral Interactions, Neutral Interactions %, Positive Interactions, Positive Interactions %, Sentiment) distributed over time. Also, you can add topics of interest in columns so that you can make a topic detection comparison between queues. You can hover over the Topic name column header to get information about the topic including Topic Name, Description, and Participants. By looking for outliers in specific topics, this view is used to identify queue challenges.

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.
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 columns that appear in the view See Show, hide, and rearrange topic 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 Queue topics detail view Click an individual queue name.
Access the Queues Performance Summary view  Click the performance 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 Summary 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 Queue 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
Current interval

Shows data for the current 30-minute time period.
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.
Interval

Shows data for a 30-minute time period.
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.

You can select the column header for the topic to see a distribution of that Topic across the selected time period.

  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, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers. 

Note: The available media types may vary from those shown above.

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

You can hover over the topic name column header to get information about the topic including the topic name, description, and Participants. With the topic information, you can gain an understanding of how the topic works and select the required topic.

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.

Filter according to the queue name 

Click the Filter queue(s) search icon to filter the queues 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
Detected Topic

Detected topic

You can filter the data in the Queue Topics summary to view only interactions that contain certain topics, which allows you to perform a layering analysis of the interactions. By default, the Includes (Any) option is enabled. You can select single or multiple topics at the same level or different levels using OR/AND functions.

When you add multiple Topics at the same level, an OR is used between the topics. For example, if you add Topic A and Topic B to the first level under Includes (Any), the filtered data shows interactions where Topic A OR Topic B is detected.

When you add topics at different levels, an AND is used between the topics. For example, if you add Topic A to the first level using Includes (Any) and dd Topic B to the second level using + AND with topics, the filtered data shows interactions where Topic A AND Topic B are detected.
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.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed at any time during 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.

Whether the interaction was inbound, outbound, or inbound/outbound.
Flows Displays interactions associated with the selected IVR flows.
Flow Version Displays interactions associated with the selected IVR flow version.
User

Displays information associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Participant

Displays information about the type of participant including Internal, External, or All.

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 queue.
Offer The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon % The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.
Calculated by: (Abandoned Count / Offered Count) * 100
Avg Wait The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time
Interactions Analyzed The number of interactions transcribed and/or analyzed by speech and text analytics for each individual agent.
No Topics Detected The number of interactions without a topic.
<Topic name> The speech and text analytics topic used to analyze the interaction.
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.