Edit Topic Workspaces

The NICE inContact metric you want to use to filter the data displayed in the widget. It is one of:

• abandoned — The number of contacts that abandoned the interaction (true) and the number that did not (false).
• abandonSeconds — The number of seconds an interaction lasted before it was abandoned. 0 indicates that no abandon occurred.
• ACWSeconds — The number of seconds agents spent on ACWAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. for the interaction.
• agentID — The number of contacts handled per agent. Agents are identified by numeric ID.
• agentSeconds — The number of seconds the agent spent on the interaction.
• analyticsProcessedDate — The number of interactions ingested into the Analytics system for analysis by date.
• businessUnitID — The number of interactions that occurred in each business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
• callbackTime — The number of contacts by the length of time spent waiting for a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. after requesting one.
• campaignID — The number of contacts handled by a campaignA grouping of skills used to run reports.. Campaigns are identified by numeric ID.
• campaignName — The number of contacts handled by a campaign. Campaigns are identified by name.
• combinedTranscriptID —The number of contacts per ID for the voice transcript that shows customer and agent speech.
• confSeconds — The number of seconds agents spent conferencing in the interaction.
• contactID — The number of contacts by contact ID.
• contactStart — The number of contacts that occurred at the same time.
• dateACWWarehoused —
• dateContactWarehoused — The number of contacts that started at certain time.
• dispositionNotes — The number of contacts where an agent assigned the same dispositionResult that the agent or system assigns to the contact when the interaction ends. notes.
• firstName — The number of contacts handled by agents. Agents are identified by first name, so agents sharing the same first name are combined.
• fromAddr — The phone number, email address, or IP address of the agent who handled the call, email, or chat interaction, respecitively.
• holdCount — The number of contacts placed on hold.
• holdSeconds — The number of seconds contacts spent on hold. 0 indicates the contact was not placed on hold.
• isAgent — The number of agents and the number of contacts.
• isAnalyticsProcessed — The number of contacts who have already been processed for Analytics (true) and the number that have not (false).
• isLogged — The number of interactions that were logged (true) and the number that were not logged (false).
• isOutbound — The number of interactions initiated by the contact (false) and the number of interactions initiated by an agent (true).
• isRefused — The number of interactions refused by an agent (true) and the number that were not refused (false).
• isShortAbandon —The number of contacts that spent time in the queue and hung up before the time specified in the short abandon interval (true) and the number that did not meet the short abandon threshold (false).
• isTakeover — The number of interactions that were taken over by a supervisor (true) and the number that were not (false).
• lastName — The number of contacts handled per agents. The agents are identified by last name, so agents sharing the same last name are combined.
• lastUpdateTime — The number of contacts organized by the date and time they were last updated.
• masterContactID — The number of contacts by the master or parent ID of one or more related contacts.
• mediaType — The number of interactions that occurred per media type, or channel. The bars might include 1 (email), 3 (chat), or 4 (call).
• mediaTypeName — The number of interactions that occurred per media type. Channel the bars might include Call, Chat, or Email.
• pointOfContactID — The number of contacts that entered the system per point of contact. Points of contact are identified by the numeric ID.
• pointOfContactName — The number of contacts that entered the system per point of contact. Points of contact are identified by name.
• postQueueSeconds — The number of seconds contacts spent in the system after the interaction ended.
• preQueueSeconds — The number of seconds contacts spent in the system before entering the queue.
• primaryDispositionID — The number of interactions assigned to each dispositionResult that the agent or system assigns to the contact when the interaction ends. as the primary disposition. The disposition is identified by its numeric ID.
• refuseReason — The number of contacts refused per reason. A blank bar indicates the contacts were not refused. See Contact History Report: Refusal Reasons for a list of refusal reasons.
• refuseTime — The date and time at which an agent refused the contact.
• releaseSeconds —
• routingTime —
• secondaryDispositionID — The number of interactions assigned to each disposition as the secondary disposition. The secondary disposition is identified by its numeric ID.
• serviceLevelFlag — The number of contacts marked with each service level flag: 
  • -1 — The contact never entered the queue
  • 0 — An agent handled the contact within the required service level
  • 1 — An agent did not handle the contact within the required service level
• skillID — The number of contacts handled by a skill. Skills are identified by numeric ID.
• skillName — The number of contacts handled by a skill. Skills are identified by name.
• teamID — The number of contacts handled by a team. Teams are identified by numeric ID.
• teamName — The number of contacts handled by a team. Teams are identified by name.
• toAddr — The contacts by the phone number, email address, or IP address they used during the transaction.
• totalDurationSeconds — The total duration of the interaction in seconds from the time the contact entered the system until the agent completed after call work.
• transferIndicatorID — The number of contacts that were transferred by transfer ID; the bars indicate how many contacts were transferred to a new agent (2), to a new skill (1), and not transferred at all (0).
• transferIndicatorName — The number of contacts that were transferred by transfer ID; the bars indicate how many contacts were transferred to a new agent (ReAgent), to a new skill (ReSkill), and not transferred at all (None).

You can filter based on the sentiment of the data or by the metric itself.

To view only contacts with a certain sentiment, select the checkbox corresponding to that sentiment and clear the other sentiment checkboxes.

To view only contacts that match certain metric thresholds, set the threshold by:

• If you selected a boolean Field, select True or False from the drop-down to show either only contacts where the field applies or only contacts where the field does not apply.
• If you selected a string Field like a name or ID, type the value in the text field. Only contacts where the specified condition exists appear in the widget.
• If you selected an integer Field, like seconds or counts, select an operator from the drop-down and enter an integer into the Value textbox. Only contacts that meet the specified threshold appear in the widget.

Click Add Filter.

To view only contacts with a certain sentiment, select the checkbox corresponding to that sentiment and clear the other sentiment checkboxes.