Conversation Analyzer - projections dashboard
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
The Conversation Analyzer - projections dashboard presents conversational insights about category and subcategory occurrences, including usage, trends, and durations for inbound and outbound interactions.
With this dashboard, you can:
Track how category and subcategory usage has changed over time and view projected trends.
Monitor category and subcategory usage by agent over time, including projected future usage.
Access detailed records of individual interactions, including talk times, subcategory matches, and transfer information.
Forecast model
This dashboard uses Looker's Forecasting in visualizations feature to calculate projections. Key behaviours:
Forecasts are calculated from the data results in an Explore's data table.
Only displayed results are included; rows excluded by row limits are not factored in.
For more information about the underlying algorithm, see the ARIMA algorithm section of the Looker documentation.
Prerequisite
Conversation Analyzer is enabled for your account.
Filters
The following filters appear at the top of the dashboard and apply to all tiles.
Name | Description | Default |
|---|---|---|
Date range | The period of time to analyze data for. Choose from preset ranges or specify a custom date range. | Last 7 days |
Language | The languages spoken in the interactions to analyze data for. Select languages using the ISO language code format, such as en-us or fr-fr. | All languages |
Profile | The profiles (sets of categories, subcategories, and rules) used to transcribe the interactions to analyze data for. Apply filtering rules to narrow down the interactions displayed in the dashboard. | All profiles |
Category | The categories found in the transcriptions of the interactions to analyze data for. Apply filtering rules to narrow down what was discussed in the interactions displayed in the dashboard. | All categories |
Subcategory | The subcategories found in the transcriptions of the interactions to analyze data for. Apply filtering rules to narrow down what was discussed in the interactions displayed in the dashboard. | All subcategories |
Disposition code | The outcomes of the interactions to analyze data for. Choose from disposition codes available in your account. | All disposition codes |
Initial direction | The direction of the interactions when they started. Values are:
| All directions |
Group | The groups, identified by name, of the agents to analyze data for. Apply filtering rules to narrow down the agents assigned to the selected groups displayed in the dashboard. | All groups |
Agent | The agents, identified by name, to analyze data for. Apply filtering rules to narrow down the agents displayed in the dashboard. | All agents |
Skill | The skills, identified by name, of the agents to analyze data for. Apply filtering rules to narrow down the agents assigned to the selected skills displayed in the dashboard. | All skills |
First queue | The first queue, identified by name, entered by the interactions to analyze data for. The first queue is where the interaction was initially routed. | All queues |
Subcategory matches | The number of times subcategories were matched during the conversations to analyze data for. | Greater than zero matches |
Interaction transferred | The transfer state of the interactions to analyze data for. Choose from transferred, not transferred, or either. | All transfer states |
Recording time | The total duration of the interaction recording to analyze data for. The actual value is determined by the Duration unit filter, for example, a Recording time of 10 might be 10 minutes, 10 hours, or 10 days. Recording time includes any IVR and queuing time. | All durations |
Duration unit | The unit to use for the Recording time filter. Choose from milliseconds, seconds, minutes, hours, or days. | Minutes |
Customer hold time (ms) | The average duration the agent put the interaction on hold, in milliseconds. | All durations |
Agent talk time (%) | The amount of time an agent was talking as a percentage of the total duration of the interactions to analyze data for. | All percentages |
Cross talk time (%) | The amount of time the agent and contact were talking simultaneously as a percentage of the total duration of the interactions to analyze data for. | All percentages |
Customer talk time (%) | The amount of time the contact was talking as a percentage of the total duration of the interactions to analyze data for. | All percentages |
Silence time (%) | The amount of time the agent and contact were both silent as a percentage of the total duration of the interactions to analyze data for. | All percentages |
Tiles
Category trends tile
The Category trends tile is a chart that shows the number of times each category was found in interactions, by date, including projected future values.
Subcategory trends tile
The Subcategory trends tile is a chart that shows the number of times each subcategory was found in interactions, by date, including projected future values.
Category usage by agent over time tile
The Category usage by agent over time tile is a chart that shows the number of times agents used categories in interactions, per day, over the selected date range, including projected future values.
Subcategory usage by agent over time tile
The Subcategory usage by agent over time tile is a chart that shows the number of times agents used subcategories in interactions, per day, over the selected date range, including projected future values. When filtered by category, the tile shows which agents mention specific products the most or least and whether usage is increasing or decreasing.
Interaction details tile
The Interaction details tile lists detailed records of individual interactions within the filtered date range.
The Interaction details tile contains the following columns:
Name | Description |
|---|---|
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 minutes. |
Handle time | The duration the agent spent working on the interaction, in milliseconds. |
Talk time | The duration the agent was connected to an external contact during the interaction, in milliseconds. |
Recording time | The total duration of the interaction recording. |
Subcategories found (count) | The number of subcategories found in the transcription of the interaction. |
Wrap time (hh:mm:ss) | The duration the agent spent in the Wrap state after disconnecting from external parties. Format: hh:mm:ss. Example: 00:01:30. |
Customer hold time | The average duration the agent put the interaction on hold, 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. |
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 | Indicates whether the interaction was transferred. One of Yes or No. |
Transfer destination | The destination the interaction was transferred to, if applicable. |
Interaction consulted | Indicates whether the interaction included a consult. One of Yes or No. |
Monitor type | The mode of monitoring performed during the interaction, if applicable. |
Monitored | Indicates whether the interaction was monitored. One of Yes or No. |
Target duration met | Indicates whether the interaction duration was within the target range. One of Yes or No. |
Media type | The communication method used in the interaction. |
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. |