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.
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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.
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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. is this applicable in the default dashboard? It doesn't look like the duration target is set.
- 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.