Required security profile permissions: inContact Interaction Analytics Pro View
The Home link opens a table of all configured topicsA set of voice, email, or chat transcriptions from your contact center that spans a specific period of time and matches your specified filter criteria. in the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. The table includes the name of the topic, the number of contacts, and the percentage of contacts with positive and negative sentiment. From this page, you can create new topics or open existing topics to view the workspacesThe named view of one or more analysis widgets. or edit the topics.
Table Columns
You can sort the table by any column in ascending or descending order. Click the column title at the top of the table to sort by that column. Click it again to switch from ascending to descending or from descending to ascending order.
- Topic Name
- The unique name of the topic.
- Positive Sentiment
- The percentage of contacts in the topic with positive sentimentThe overall mood of the contact, or the result of the call as determined by analysis of words, phrases, and context of the transcript. An interaction can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray)..
- Negative Sentiment
- The percentage of contacts in the topic with negative sentiment.
Buttons
- New Topic
- Only available for editors and admins. Opens the New Topic creation page. See Create/Edit a Topic for more information.
