Conversation Analyzer - agent usage

The Conversation Analyzer - agent usage dashboard presents conversational insights about agent usage and adoption of categories and subcategories. Information includes insights for inbound and outbound interactions showing usage, trends, and durations. This dashboard is designed to help a business determine which agents are using and adopting the new messaging the most. Most historical dashboards are designed to show numbers and reports while Conversation Analyzer analytics tells you what happened in the interaction and why.

At the top of the dashboard, you can set global filters for this dashboard:

• Interaction start date — the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Interaction start date is set to seven days ago.
• Language — the languages spoken in the interactions you want to analyze data in. Select the language using the ISO language code format, for example, en-us or fr-fr. By default, the Language filter contains all languages.
• Profile — the profiles (sets of categories, subcategories, and rules) used to transcribe the interactions you want to analyze data in. You can choose different profiles to narrow down the interactions in the dashboard. By default, the Profile filter contains all profiles.
• Category — the categories found in the transcriptions of the interactions you want to analyze data in. You can choose different categories to narrow down what was discussed in the dashboard. By default, the Category filter contains all categories. 
• Subcategory — the subcategories found in the transcriptions of the interactions you want to analyze data in. You can choose different subcategories to narrow down what was discussed in the dashboard. By default, the Subcategory filter contains all subcategories. 
• Disposition code — the outcomes of the interactions you want to analyze data in. Choose from different disposition codes available in your account. By default, the Disposition code filter contains all disposition codes.
• Initial direction — the direction of the interactions you want to analyze data in when they started. Initial direction can be either inbound (initiated by an external party), outbound (initiated by an agent to an external party), or internal (initiated by an agent to another agent). By default, the Initial direction filter contains all directions.
• Group name — the groups (identified by name) of the agents you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected groups) in the dashboard. By default, the Group name filter contains all groups and displays data for all agents.
• Agent name — the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent name filter contains all agents. 
• Skill name — the skills (identified by name) of the agents you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected skill or skills) in the dashboard. By default, the Skill name filter contains all skills and displays data for all agents.
• First queue — the first queue (identified by name) entered by interactions that you want to analyze data in. The first queue is where the interaction was initially routed. By default, the First queue filter contains all queues.
• Subcategory matches — the number of times subcategories were matched during the conversations you want to analyze data in. By default, the Subcategory matches filter is set to allow for greater than zero matches, that is, at least one match was found. 
• Interaction transferred — the transfer states of the interactions you want to analyze data in. You can choose to analyze interactions that have been transferred, not transferred, or either. By default, the Interaction transferred filter contains all transfer states.
• Recording time — the total duration of the recording of the interactions you want to analyze data in. The actual value of Recording time is determined by the Duration unit, for example, a Recording time of 10 might be 10 minutes, 10 hours, 10 days, and so on. Recording time includes the time the interaction recording started until it ended. The time can include IVR and queuing time. By default, the Recording time filter allows for all durations.
• Duration unit — the unit you want to use for the Recording time of the interactions you want to analyze data in. You can choose duration units of milliseconds, seconds, minutes, hours, or days. By default, the Duration unit filter is set to minutes.
• Customer hold time (ms) — the average duration the agent put the interaction on hold in the interactions you want to analyze data in. Hold time is in milliseconds. By default, the Customer hold time (ms) filter allows for all time.
• Agent talk time (%) — the amount of time that an agent was talking as a percentage of the total duration of the interactions you want to analyze data for. By default, the Agent talk time (%) filter allows for all percentage amounts.
• Cross talk time (%) — the amount of time that the agent and contact were talking simultaneously as a percentage of the total duration of the interactions you want to analyze data for. By default, the Cross talk time (%) filter allows for all percentage amounts.
• Customer talk time (%) — the amount of time that the contact was talking as a percentage of the total duration of the interactions you want to analyze data for. By default, the Customer talk time (%) filter allows for all percentage amounts.
• Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of the interactions you want to analyze data for. By default, the Silence time (%) filter allows for all percentage amounts.

Category usage by agent over time tile

The Category usage by agent over time tile displays the number of categories that have been used by agents over time. This gives an insight into what high-level areas of the business are being, or not being, talked about at an agent level. At a quick glance, you can see which agents are, or aren't, using the correct and expected language.

The Category usage by agent over time tile contains a line chart showing agent names and the number of times those agents have used categories in interactions starting on each day.

Subcategory usage by agent over time tile

The Subcategory usage by agent over time tile displays the number of subcategories that have been used by agents over time. This gives an insight into what specific areas of the business are being, or not being, talked about at an agent level. At a quick glance, you can see which agents are, or aren't, using the correct and expected language. This tile is most useful when filtering by category and then you can see, for example, which agents mention which products the most or least and who is increasing or decreasing their use of the product names.

The Numbers of subcategories used by agent over time tile contains a line chart showing agent names and the number of times those agents have used subcategories in interactions starting on each day.

Subcategory usage by agents tile

The Subcategory usage by agents tile displays which agents are using subcategories the most and which subcategories they are using. This gives an insight into which agents are, or aren't, saying certain phrases. This tile is most useful when filtering by category and then you can see which agents are using which specific phrases within that category most. Filtering by disposition code will show which subcategories result in a specific outcome and which agents used those subcategories.

The Subcategory usage by agents tile contains a bar chart showing subcategory names, agent names, and the number of times the subcategory was used by each agent.

Average handle time by agent tile

The Average handle time by agent tile displays the average handle time (AHT) by agent. In isolation, this tile contains the same data as other historical reports. However, filtering by category or subcategory can show which agents have the longest or shortest average handle times relating to those categories or subcategories and train them accordingly.

The Average handle time by agent tile contains a bar chart showing agent names and average talk time by those agents.

Agent-talk, customer-talk, cross-talk, and silence times tile

The Agent-talk, customer-talk, cross-talk, and silence times tile displays the average, minimum, maximum, and percentage agent-, customer-, cross-talk, and silence times. This gives an insight into where average handle time could be improved. For example, do particular agents frequently talk at the same time as their customers (cross talk) when they should be listening, thus increasing talk time? Filtering these times by subcategory may help to understand the root cause of agent behavior.

The Agent-talk, customer-talk, cross-talk, and silence times tile displays details about the interactions in a table and contains the following columns:

• Name — the name of the agent as defined in the VCC admin portal during agent creation.
• Avg. agent talk time (hh:mm:ss) — the average amount of time that the agent spent talking.
• Max. agent talk time (hh:mm:ss) — the maximum amount of time that the agent spent talking.
• Min. agent talk time (hh:mm:ss) — the minimum amount of time that the agent spent talking.
• Agent talk time (%) — the amount of time the agent spent talking as a percentage of the total duration of their interactions.
• Avg. cross talk time (hh:mm:ss) — the average amount of time that the agent and contact were talking simultaneously.
• Max. cross talk time (hh:mm:ss) — the maximum amount of time that the agent and contact were talking simultaneously.
• Min. cross talk time (hh:mm:ss) — the minimum amount of time that the agent and contact were talking simultaneously.
• Cross talk time (%) — the amount of time the agent and contact were talking simultaneously as a percentage of the total duration of their interactions.
• Avg. customer talk time (hh:mm:ss) — the average amount of time that the contact spent talking.
• Max. customer talk time (hh:mm:ss) — the maximum amount of time that the contact spent talking.
• Min. customer talk time (hh:mm:ss) — the minimum amount of time that the contact spent talking.
• Customer talk time (%) — the amount of time the contact spent talking as a percentage of the total duration of their interactions.
• Avg. silence time (hh:mm:ss) — the average amount of time that the agent and contact were both silent.
• Max. silence time (hh:mm:ss) — the maximum amount of time that the agent and contact were both silent.
• Min. silence time (hh:mm:ss) — the minimum amount of time that the agent and contact were both silent.
• Silence time (%) — the amount of time the agent and contact were both silent as a percentage of the total duration of their interactions.

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.
• Avg. agent talk time (hh:mm:ss) — the average amount of time that the agent spent talking.
• Avg. customer talk time (hh:mm:ss) — the average amount of time that the contact spent talking.
• Avg. cross talk time (hh:mm:ss) — the average amount of time that the agent and contact were talking simultaneously.
• Wrap time — the duration the agent spent in the Wrap state after being disconnected from external parties in hh:mm:ss format.
• Subcategories found (count) — the number of subcategories found in the transcriptions of the interaction.
• Customer hold time — the average duration the agent put the interaction on hold in. 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 their interactions.
• 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.
• 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.

Duration of analyzed interactions by month tile

The Duration of analyzed interactions by month tile displays the total handle time of analyzed interactions in each month of the selected time period. This gives an insight into the usage of Conversation Analyzer each month. This tile is not impacted by any of the filters.

The Duration of analyzed interactions by month tile contains a bar chart showing the total handle time in each month.