Interaction Analytics

Interaction Analytics provides unified data on interactions from both Speech and Text-based sources in your enterprise in the same location. Viewing related data from different media such as calls, emails, and chats, provides valuable insights for better understanding performance issues, and find solutions.

Create an Interaction Analytics project by mapping the Speech and Text projects that best represents the business issue you want to analyze, and see trends and themes the system surfaces from the millions of interactions.

Discover highlights

View short-term or long-term snapshots of key interaction metrics and trending categories for the Speech and Text projects mapped to an Interaction Analytics project.

Discover trends and themes

Discover trends and themes surfaced by the system for all sources in the same location:

• Discover Trends: See which categories and terms are trending, based on the relative change within the selected period of time, and in the Trend View compare day-to-day trend behavior over time for specific categories and trends.

• Discover Themes: Themes are groups of expressions that have similar meaning in your data. Review theme content as either relations or concepts to understand what is happening, without the need to know what to look for in advance.

• Analyze trends and themes: Analyze trending categories, terms, or themes, based on their source, in the Speech and Text workspaces for further investigation.