Trend data for terms and categories

Trend views for categories and terms display metrics for each category and term that is trending. The meaning of each metric varies, depending on whether the analysis method is set to Recent Changes or Long-Term Volatility.

Value	Description
Category or Term	Displays the category that is trending, such as Repeat Calls and Holds. Displays the term or phrase that is trending, such as account number.
	Applicable only to Recent Changes in List view. The direction of the trend for the category or term on the specified date, based on its Relative Change, and can be one of the following: : The Relative Change is higher on the specified date, compared with 3-4 weeks before that date. : The Relative Change is lower on the specified date, compared with 3-4 weeks before that date.
Volume %	Differs based on the trend type selected: Recent Changes: Displays the baseline (or average) percentage of interactions assigned to the category, or included the term, during the past 3–4 weeks, not including the specified time period. Long-Term Volatility: Displays the baseline (or average) percentage of interactions assigned to the category, or included the term, for the specific time period (past month or longer).
Abs. Change	Differs based on the trend type selected: Recent Changes: Displays the difference between the Volume % (baseline for the past 3–4 weeks) and the trend average for the specified time period. Long-Term Volatility: Displays the difference between the average high and the average low number of interactions for the entire period.
Rel. Change	Differs based on the trend type selected: Recent Changes: Displays the percentage of the Absolute Change to the Volume % or baseline. Relative Change shows the magnitude of the trend for the specified date, compared to the actual change for the recent time period. Long-Term Volatility: Displays the percentage of the Absolute Change to the Volume % or baseline. The Relative Change shows the impact of the behavior of the trend during the specified time period.
Correlated Terms	For term trends only. Displays the terms that are most correlated to, or appear in the same context much of the time, for the specified term. For example, for the term phone number, the correlated terms are address, and a new.
Impacting Terms	For category trends only. Shows the 1-3-word terms that most influenced the category trend during the selected time frame. Only simple phrases are included - no operators, combined expressions, or multi-term logic. For example, for the category Billing Inquiries, the impacting terms may include charge, charges, and my bill.
Trend Line	Provides a snapshot view of the trend, which is shown in detail in the Trend View.