Conversation Analyzer - category and subcategory usage

The Conversation Analyzer - category and subcategory usage dashboard presents conversational insights about category and subcategory occurrences. Information includes insights for inbound and outbound interactions showing usage, trends, and durations. This dashboard provides information about whether customer experience is being managed correctly, and what might be causing high or higher-than-average handle time. Most historical dashboards show numbers and facts, while Conversation Analyzer analytics show what happened during the interaction and why.

At the top of the dashboard, you can set global filters for this dashboard:

• Interaction start date — the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Interaction start date is set to seven days ago.
• Language — the languages spoken in the interactions you want to analyze data in. Select the language using the ISO language code format, for example, en-us or fr-fr. By default, the Language filter contains all languages.
• Profile — the profiles (sets of categories, subcategories, and rules) used to transcribe the interactions you want to analyze data in. You can choose different profiles to narrow down the interactions in the dashboard. By default, the Profile filter contains all profiles.
• Category — the categories found in the transcriptions of the interactions you want to analyze data in. You can choose different categories to narrow down what was discussed in the dashboard. By default, the Category filter contains all categories. 
• Subcategory — the subcategories found in the transcriptions of the interactions you want to analyze data in. You can choose different subcategories to narrow down what was discussed in the dashboard. By default, the Subcategory filter contains all subcategories. 
• Disposition code — the outcomes of the interactions you want to analyze data in. Choose from different disposition codes available in your account. By default, the Disposition code filter contains all disposition codes.
• Initial direction — the direction of the interactions you want to analyze data in when they started. Initial direction can be either inbound (initiated by an external party), outbound (initiated by an agent to an external party), or internal (initiated by an agent to another agent). By default, the Initial direction filter contains all directions.
• Group name — the groups (identified by name) of the agents you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected groups) in the dashboard. By default, the Group name filter contains all groups and displays data for all agents.
• Agent name — the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent name filter contains all agents. 
• Skill name — the skills (identified by name) of the agents you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected skill or skills) in the dashboard. By default, the Skill name filter contains all skills and displays data for all agents.
• First queue — the first queue (identified by name) entered by interactions that you want to analyze data in. The first queue is where the interaction was initially routed. By default, the First queue filter contains all queues.
• Subcategory matches — the number of times subcategories were matched during the conversations you want to analyze data in. By default, the Subcategory matches filter is set to allow for greater than zero matches, that is, at least one match was found. 
• Interaction transferred — the transfer states of the interactions you want to analyze data in. You can choose to analyze interactions that have been transferred, not transferred, or either. By default, the Interaction transferred filter contains all transfer states.
• Recording time — the total duration of the recording of the interactions you want to analyze data in. The actual value of Recording time is determined by the Duration unit, for example, a Recording time of 10 might be 10 minutes, 10 hours, 10 days, and so on. Recording time includes the time the interaction recording started until it ended. The time can include IVR and queuing time. By default, the Recording time filter allows for all durations.
• Duration unit — the unit you want to use for the Recording time of the interactions you want to analyze data in. You can choose duration units of milliseconds, seconds, minutes, hours, or days. By default, the Duration unit filter is set to minutes.
• Customer hold time (ms) — the average duration the agent put the interaction on hold in the interactions you want to analyze data in. Hold time is in milliseconds. By default, the Customer hold time (ms) filter allows for all time.
• Agent talk time (%) — the amount of time that an agent was talking as a percentage of the total duration of the interactions you want to analyze data for. By default, the Agent talk time (%) filter allows for all percentage amounts.
• Cross talk time (%) — the amount of time that the agent and contact were talking simultaneously as a percentage of the total duration of the interactions you want to analyze data for. By default, the Cross talk time (%) filter allows for all percentage amounts.
• Customer talk time (%) — the amount of time that the contact was talking as a percentage of the total duration of the interactions you want to analyze data for. By default, the Customer talk time (%) filter allows for all percentage amounts.
• Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of the interactions you want to analyze data for. By default, the Silence time (%) filter allows for all percentage amounts.

Category usage tile

The Category usage tile displays which categories have been used in descending order, left to right. The tile gives an insight into which high-level areas of the business are being talked — or not talked — about. For example, what interactions are about the most today, this week, or this month.

The Category usage tile contains a column chart showing the category names and the number of times each category was found.

Subcategory usage tile

The Subcategory usage tile displays which subcategories have been used in descending order, left to right. The tile gives an insight into which specific areas of the business are being talked — or not talked — about. For example, which product area is mentioned the most when the product category is selected.

The Subcategory usage tile contains a column chart showing the subcategory names and the number of times each subcategory was found.

Category trends tile

The Category trends tile displays how category usage has changed over time. This gives an insight into which high-level areas of the business have peaked or declined in terms of discussion. For example, an increase in complaints, but not the type of complaint — the type of complaint would be set in a subcategory.

The Category trends tile contains a line chart showing category names, the number of times each category was found, and the date of the interaction.

Subcategory trends tile

The Subcategory trends tile displays how subcategory usage has changed over time. This gives an insight into which specific areas of the business have peaked or declined in terms of discussion. For example, an increase in specific competitor mentions when the competition category is selected.

The Subcategory trends tile contains a line chart showing subcategory names, the number of times each subcategory was found, and the date of the interaction.

Subcategory usage in each category tile

The Subcategory usage in each category tile displays the number of times a subcategory has been mentioned in each category. This gives an insight into which high-level areas of the business are being mentioned the most and which specific areas drive the usage the most. For example, the 'compliance' category may not be appearing as much as the 'sales messages' category. The 'announcing the call is recorded' subcategory is driving up the usage of the 'compliance' category, but 'adoption of the new sales messages' subcategory has increased the usage of the 'sales messages' category further.

The Subcategory usage in each category tile contains a column chart showing the number of times subcategories are mentioned within their categories.

Interaction duration by category tile

The Interaction duration by category tile displays the average talk time by category. This gives an insight into what high-level areas of the business are causing longer average handle time. For example, interactions with incidences of the 'compliance' category contain longer average agent talk time than interactions with incidences of the complaint category.

The Interaction duration by category tile contains a line chart showing the average agent talk time in interactions with each category.

Interaction duration by subcategory tile

The Interaction duration by subcategory tile displays the average talk time by subcategory. This gives an insight into what specific areas of the business are causing longer average handle time. For example, interactions with incidences of the 'sales objections' subcategory contain longer average agent talk time than interactions with incidences of the 'discounts' subcategory.

The Interaction duration by subcategory tile contains a line chart showing the average agent talk time in interactions with each subcategory.

Subcategory usage by total talk time tile

The Subcategory usage by total talk time tile displays a distribution of subcategory usage by connection duration. This gives an insight into what specific areas of the business are causing long or longer-than-average interactions. For example, 'log in to the website' issues take longer than 'updating profile' ones.

The Subcategory usage by total talk time tile contains a scatterplot chart showing the duration that the interaction was connected, subcategory names, and the number of times the subcategory was found for a specific connected duration.

Interaction details tile

The Interaction details tile displays details about the interactions in a table and contains the following columns:

• Interaction ID — the unique identifier for the interaction.
• Name — the name of the agent as defined in the VCC admin portal during agent creation.
• Interaction start date — the date and time at which the interaction started to the nearest 15 minute period.
• Handle time — the duration that an agent spent working with the interaction in milliseconds.
• Talk time — the duration that an agent was connected to an external contact during the interaction in milliseconds.
• Recording time — the total duration of the recording of the interaction.
• Subcategories found (count) — the number of subcategories found in the transcriptions of the interaction.
• Wrap time — the duration the agent spent in the Wrap state after being disconnected from external parties in hh:mm:ss format.
• Customer hold time — the average duration the agent put the interaction on hold. Hold time is in milliseconds.
• Agent talk time (%) — the amount of time the agent spent talking as a percentage of the total duration of the interaction.
• Customer talk time (%) — the amount of time the contact spent talking as a percentage of the total duration of the interaction.
• Cross talk time (%) — the amount of time the agent and contact were talking simultaneously as a percentage of the total duration of the interaction.
• Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of the interaction.
• Initial direction — the direction of the interaction when it started.
• Interaction transferred (yes/no) (Yes / No) — indicates whether the interaction was transferred.
• Transfer destination — where the interaction was transferred, if applicable.
• Interaction consulted (yes/no) (Yes / No) — indicates whether the interaction included a consult.
• Monitor type — the mode of monitoring that was performed during the interaction, if applicable.
• Monitored (Yes / No) — indicates whether the interaction was monitored.
• Target duration met (Yes / No) — indicates whether the duration of the interaction is within the target.
• Media type — the mode or method of communication used, such as phone or chat.
• Profile — the profile (set of categories, subcategories, and rules) used to transcribe the interaction.
• Language — the language spoken in the interaction in ISO language code format.