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