Prerequisites

The following permissions:

  • Analytics > Speech and Text Analytics Aggregates > View 
  • Speech and Text Analytics > Topic > View 

    To search for topic trends in interactions with transcripts, click Performance > Workspace Speech and Text AnalyticsTopic Trends. The Topic Trends Summary view appears. Click a topic to display its detail view. The Topic Trends detail view displays a breakdown by interval for one or more topics. 

    Click the image to enlarge.

    Topic trends detail view

    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 save the view with your filter and column settings, click Save .

    To export the data in the view, click Export

    Note: Exports from this view are limited to 1,000 records.

    This view does not update as new interactions occur. To see new interactions, click Refresh .

    Note: 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 Topic Trends Summary view. For example, you can choose to show only certain columns or filter to see certain topics. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

    Note: The custom date range option in this view has a maximum length of 31 days. 

    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. 
      Filter by media type options

    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. 

        For more information about the metrics shown in the columns, see Available Columns below.

        To filter by voice transcript content, click Filters , and then search or scroll to select the filter you want to use.

        Content Search filters

        Filter Description
        Media Type The type of media used.
        Message Type The ACD message type used. 
        User The internal user alerted or involved.
        From The number from which the interaction was sent.
        To The number the interaction was sent to.
        ANI The number of the person who dialed.
        DNIS The original number dialed for the interaction.
        Division The divisions associated with the interaction. See About access control.
        Direction Whether the interaction was inbound, outbound, or inbound/outbound.
        Queue The associated queues.
        Flow The name of the flow that the interaction used.
        Flow Version The version of the flow that the interaction used.

        Available columns

        Your customizations determine which columns the view shows.

        Column Description
        Column Description
        Interval The interval start date or time.
        Communications The number of communications for the topic and interval.   
        Total interactions The total communications for all topics.
        Positive Interactions The number of interactions during which the average sentiment is >= +20.
        Neutral Interactions The number of interactions during which the average sentiment is >= -20 and < +20.
        Negative 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).
        Neutral Interactions % The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
        Negative Interactions % The percent of all interactions that have an overall negative sentiment score (< -20).
        Average Sentiment Score The average sentiment score of interactions.