The Primary Interaction Intent report lists the primary keywords used for identifying the intentions of the customer to initiate a call. 

Report Data Descriptions

You can click on the Top 100 Interaction Intents Breakdown (%) bar graph to view the Interaction intents or select from the Interaction Intent drop-down menu below. All the following information related to the selected interaction intent appears in the table:

Click on the row of a Call Intent to view the details and review. 

Generating the Report

1. Click the Advanced Search icon.
   The  Search window appears.

2. As required, specify values in the fields and sections.

   Section Description Channels Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions.  You can select multiple channels. Date Selector Time period (either a date range or a custom period) for the report or recordings. Duration Minimum and maximum duration of calls (in seconds) for the report or recordings. Phone Numbers Phone numbers of inbound or outbound interaction. You can specify multiple numbers by pressing Enter after entering each number in the text box. Agents Agents who performed the interaction. To add agents, in the Available section, select their names, and then click . To remove agents, in the Selected section, select their names, and then click . You can filter the names in the sections by using the Filter by name box. You can revert your changes by clicking . Agent Teams Agent teams to which the interaction belongs.  Keywords Keywords used by agents or customers. To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click  .  If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox. You can customize the table by using the arrow next to a column heading.   You can delete a keyword by hovering over it in the table and then clicking . Interaction UUIDs Interaction UUIDs (identifiers for recordings) that are applicable for the interactions. You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box. Interaction Intent UUIDs Interaction intent UUIDs that are applicable for the interactions. You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box. Interaction Intent Types Interaction intent types that are applicable for the interactions. Skills Skills assigned to the agents. Call Centers Call centers that are applicable for the interactions. Services Services that are applicable for the interactions. Assessors Assessors that are applicable for the interactions. Scorecards Scorecards that are applicable for the interactions. Scorecard Grades Scorecard grades that are applicable for the interactions. Metadata Metadata that are available for the interactions.  To add metadata, in the Select Metadata field, select the metadata, and then, in the Possible Values cell, enter a value for the metadata. You can customize the table by using the arrow next to a column heading.  You can delete a keyword by hovering over it in the table and then clicking . Silence Percentage Minimum and maximum duration of silence in calls (in percentage). Talk Over Percentage Minimum and maximum duration of talk in calls (in percentage). Sentiment The sentiment (positive, neutral, or negative) of customers, agents, or both. Tags Tags that are applicable for the interactions. Trusted Partners The clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in the platform.

3. Click Apply.

Saved Search

If you frequently search for a report by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.