Analyzing an SMS, WhatsApp, or webchat interaction
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.
In this page |
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Overview
You can use Conversation Analyzer to analyze digital interactions, including SMS, WhatsApp, and webchat. You can also re-analyze digital interactions to see the most current data.
The analysis includes:
a display of all categories and subcategories linked to the profile;
a visual timeline that maps when category matches occurred during the conversation;
a full interaction transcript with matched keywords and phrases highlighted;
an interaction's metrics, including the times spent from the initial message through queueing and active agent communication;
agent-provided summaries and disposition codes;
Note
Sentiment analysis is not available for digital interactions.
The same categories can be used for analyzing voice and digital interactions.
Components
Element | Description | |
|---|---|---|
Conversation Analyzer | ||
Categorization | Displays all categories linked to the interaction’s profile.
Additionally, you can click on a category to hide it. The hidden categories are then highlighted in black. You can view the subcategory matches by clicking Show subcategories. The categories are also marked in the Event visualization and Interaction transcript elements. | |
Event visualization | A visual representation of the interaction, indicating which party spoke and when. Category matches are marked throughout the visualization by colorful dots. You can hover over a category dot to see the specific words or rules that triggered the match. | |
Playback | A visual representation of the interaction timeline. You can use it to scroll through the Interaction transcript element. | |
Interaction transcript | Contains the text of the conversation. Words that triggered category matches are highlighted in the corresponding category's color. | |
Overview | ||
IVR Time | The duration from the first message sent until the interaction was assigned to a queue. | |
Queue Time | The time the interaction spent waiting for an agent to be assigned to it. | |
Talk Time | The duration from when the agent was assigned until the final message of the session was sent. | |
Interaction disposition and summaries | ||
Disposition code | The disposition code(s) that were entered by the agent(s) at the end of the interaction. | |
Summary | Agent notes that were entered by the agent(s) at the end of the interaction. | |
How to analyze and re-analyze a digital interaction
To analyze a digital interaction:
In the ribbon on the left-hand side, click Interaction Content.
Find the interaction you want to analyze.
Click Open player to view interaction analysis.
To re-analyze a digital interaction:
Click the Re-analyze interaction at the top of the Conversation Viewer.
A banner will confirm that the interaction is being reanalyzed.
Refresh the page to view the updated match results.
For general assistance, please contact Customer Support.
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