Content Exploration view

View summary

• To customize analytics views, use the date filter.

• To filter metrics by date or configure a custom date range, use presets.
• To use a preset to filter metrics, complete the following steps:

1. 1. Click the date to display the date filter.
   2. Under KEY DATE select Transcript Start or Conversation Start.
   3. In the Presets list, select a preset date option.

Date presets

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

1. 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.

To filter interactions for transcripts in the selected language, click the Transcript Dialect drop-down and choose the required transcript dialect.

Use the search bar to find specific topics or keywords within your transcripts. Then add a topic or keyword and apply Add to Search to update the data and show correlated insights to uncover trends. The trends can include topics that appear together, the keywords trending when customer sentiment is negative, and the top keywords spoken in a queue.

To filter interactions that contain specific topics in a transcript, perform the following:

1. In the Search for Topics or Keywords section, select Topics.
2. In the search bar, select the required topic.
3. Choose one of the following operators: OR, AND, or NOT.
4. Click Add to Search.

To filter interactions that contain specific keywords in a transcript, perform the following:

1. In the Search for Topics or Keywords section, select Keywords.
2. In the search bar, enter the required word or words.
3. Choose one of the following keyword match types:
   1. Exact Match: Filter the interactions with the exact word or phrase.
   2. Similar To: Filter the interactions with the word or phrase similar to the searched keyword.
      
      Note: By default, the Exact match option is enabled.
4. Choose one of the following operators: OR, AND, or NOT.
5. Click Add to Search.

To apply the filters to the interactions of interest:

1. Click Toggle filters panel .
2. Select the required filter that you want to use.

Content exploration filters

The Insights tab is open by default and provides a high-level overview of your contact center interactions through the following widgets:

• Topics
• Sentiment Score
• Sentiment Trend
• Significant Keywords
• Empathy Score

Topics

The topics widget displays the percentage distribution of the top five most common topics detected in your interactions. 

Sentiment Score

The sentiment score widget analyzes the emotional tone of conversations and displays interactions based on the customer’s overall sentiment score, ranging from -100 to +100. This score weighs all positive and negative markers throughout the interaction. To highlight the customer parting experience with the contact center, more weight is awarded to events that takes place toward the end of the interaction. The analyst can use the sentiment score to drill down into interactions of interest. 

The sentiment score categories are:

• Very Negative (-20 to -100)
• Negative (-1 to -19)
• Neutral (-0.9 to +0.9)
• Positive (+1 to +19)
• Very Positive (+20 to +100)

Click any sentiment category to filter conversations by that sentiment level.

Sentiment Trend

The sentiment trend widget displays trends of interactions based on the customer’s overall sentiment score, ranging from -100 to +100. This score weighs all positive and negative markers throughout the interaction. To highlight the customer parting experience with the contact center, more weight is awarded to events that took place toward the end of the interaction. This widget is used to identify if customer satisfaction is improving or deteriorating during interactions.

The sentiment trend categories are:

• Steeply Declining (-21 to -54)
• Declining (-55 to -100)
• No Change (-20 to +20)
• Improving (+55 to +100)
• Steeply Improving (+21 to +54)

Significant Keywords

The significant keyword widget displays statistically significant terms that appear in your transcripts and the trend of the top five keywords found in the interactions. This widget helps identify common terms that indicate trends or issues.

Empathy Score

The empathy score widget measures agent empathy levels during interactions and displays interactions based on the agent’s overall empathy score, ranging from -100 to +100. This score gauges an agent’s level of empathy and emotional intelligence during customer interactions. This score reflects the agent’s ability to understand and relate to the customer’s emotions and concerns. For more information about agent empathy analysis, see About agent empathy analysis.

The empathy score categories are:

• Unhelpful (-1 to -100)
• Neutral (-0.9 to +0.9)
• Empathetic (+1 to +100)

This widget helps assess how well agents are responding to customer needs.

Customize insights

Customize the insights tab by adding or removing widgets.

To customize the Insights tab, perform the following:

• On the right side of the Insights tab, click Customize.
• Select or unselect the required widgets, including Topics, Sentiment Score, Sentiment Trend, Significant Keywords, and Empathy Score.

The Content Exploration transcript tab displays a list of transcripts that match your applied filters.

Click the required user to view the transcript details in the interactions detail view page. For more information about transcripts, see Work with a voice transcript.

To show or hide columns:

1. At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
7. 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 reorder the columns within the column picker:

1. At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

To rearrange the columns outside the column picker, 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.