The Intents dashboard displays analytics data related to interaction intents. Interaction intents are the possible reasons that a customer initiates a call. The interaction intents primarily analyze the words used by a customer to identify the call intent. For more information about intents, see Interaction Intents.
You can filter the data about the interaction intents using the date range parameter and view trends related to interaction intents.
Exploring Trends
The Intents dashboard displays the following trends:
Trend | Description |
|---|---|
| Top Intent Trends | Displays information about the interaction intent name and number of interactions by date. |
| Top Increases Last 30 Days | Displays information about the increase in intent in the last 30 days. The following information is displayed:
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| Lowest Scoring Intents (% Passed) | Displays information about the lowest scoring intents. The following information is displayed:
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| Highest Customer Sentiment Intents | Displays information about the intents that have the highest customer sentiments. The following information is displayed:
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| Lowest Customer Sentiment Intents | Displays information about the intents that have the lowest customer sentiments. The following information is displayed:
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| Largest Customer Sentiment Declines | Displays information about the intents that have gone through the largest decline in customer sentiments. The following information is displayed:
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| Intent Details | Provides information about intents. |