Intent Analysis Widget

Required permissions: Interaction Analytics View

The Intent Trend widget allows you to analyze intentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish by the main analytics metrics and by the interaction outcomes. For example, you can analyze intents with high duration, low customer satisfaction, high escalation rates, or low resolution rates.

You can choose to view intents at three levels: 

  • Intent Category: The broadest category of intents. For example, account, customer experience, or billing.

  • Intent Topic: More specific intent subjects. For example, account management, account access, or account creation.

  • Intent: Specific intents. For example, canceling account, having account access issues, or inquiring about personal account.

This is supported for voice and digital channels. Supported digital channels include all conversational digital interactions but not social media posts. They also include legacy ACD chat and SMS channels. Legacy ACD email and CXone email are not supported.

To use this, you must have one of these licenses or license combinations: 

  • Analytics Advanced

  • Analytics Premium

  • Analytics Essential and AutoSummary

If you have questions, ask your CXone Account Representative.

Screen capture of the Intent Analysis widget

Read the Chart

Each row shows the chosen metrics about the intents, intent topics, or intent categories you selected. You can scroll horizontally to see more metrics and vertically to see more intents.

Metrics

For each intent, intent topic, or intent category in the specified time period, the chart displays some or all of these metrics. If a metric or outcomeClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. does not display in the chart, it did not occur during the specified time period. Additional outcomes not listed here may also appear in the chart depending on the interactions in your contact center.

Metric Details
Total Interactions The total number of interactions.
Total Interactions % The percent of the total interactions in the chart that the intent accounts for.
Negative Client Sentiment The percent of the interactions where the contact was assigned a negative sentiment.
Positive Client Sentiment The percent of the interactions where the contact was assigned a positive sentiment.
Frustration The percent of the interactions where the contact was frustrated.
Average Duration The average duration of the interactions in the format MM:SS.

Average Silence

The average amount of time the interactions spent in silence in the format MM:SS.
Escalation The percent of the interactions that have escalation as an outcome.
Resolution The percent of the interactions that have resolution as an outcome. This data comes from the interaction outcomes, not the Interaction Analytics resolution.
Confirmed Sale The percent of the interactions that have a sale as an outcome.
Appointment Scheduled or Rescheduled The percent of interactions that have an appointment scheduled or rescheduled as an outcome.
Callback Promised The percent of the interactions that have a callback promised as an outcome.
Credit or Refund Issued The percent of the interactions that have a refund as an outcome.
General Cancellations The percent of the interactions that have a cancellation as an outcome.
General Transfers The percent of the interactions that have a transfer as an outcome.
Payment Arrangement or Extension The percent of the interactions that have a payment arrangement or extension as an outcome.
Payment Completed The percent of the interactions that have a payment completed as an outcome.
Repeat Caller The percent of the interactions where the contact had initiated a previous interaction.
Ticket or Case Created The percent of the interactions that have a ticket or case created as an outcome.

View Interaction Details

When you click an intent, intent topic, or intent category, you can drill down further into intent categories and intents. You can also see all the interaction transcripts related to the current intent at any level.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

  • Viewing transcripts.
  • Listening to call recordings.
  • Highlighting selected items.
  • Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Intent Analysis Widget Settings

You can modify the Intent Trend widget settings to apply filters, change the name of the widget in the workspaceClosed Named view of one or more widgets., and specify which intents appear in the widget.

Change the Title of the Widget

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Enter the new widget name in the Title field.
  4. Click OK.

Customize the Intents and Metrics in the Widget

  1. Click the Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Settings.
  3. Under Select Intents, use choose the level of information you want to see: Intent Category, Intent Topic, and Intent.
  4. Open the second drop-down and scroll through the list of intents. Select the checkboxes for the intents you want to appear in the table. Clear the checkboxes for any intents you do not want to appear in the widget. You can select up to 10 from each of the intent levels.
  5. Under Select Columns, select the checkbox for each metric you want to see in the table. Clear the checkboxes for any metrics you don't want to see.
  6. Click OK.

Export Intent Analysis Chart as CSV

  1. Click Options icon of 3 verticle dots in the top right corner of the widget.
  2. Click Export The export icon looks like a three-sided square with an arrow pointing down into it..

Save Intent Analysis Chart as an Image

Images are exported as PNG files.

  1. Click Optionsicon of 3 verticle dots in the top right corner of the widget.
  2. Click Save Chart as Image The Save as Image icon appears as a square with a picture in it..