The Primary Interaction Intent report lists the keywords used to identify the primary reason for the customer to initiate a call. The report is generated based on the first intent identified in a call (that is, the first subject stated by the customer that hints at why the customer called, regardless of any other topics discussed later in the interaction). 

Interaction intents are generated only for inbound calls.

To access the Primary Interaction Intent report, on the WFO tab, click Conversation Reporting > Primary Interaction Intent.

  • To access a report for a different period or for different parameters, use the Advanced Search icon (). For more information, see Creating a Saved Search
  • To customize the table columns view, see the instructions in the Customizing a Table section in Conversation Reporting.
  • To refresh the list, click the Refresh icon ().

Report Data Descriptions

Each intent is only counted once per interaction.

ItemDescription
Interaction Intents Overview

The widget displays the top 10 interaction intents identified in a call for the selected date range:

Primary Interaction Intents

The keywords that are identified as the first interaction intent within a call. 

#of Calls

Total number of calls in which the intent was found.

% of Total Calls

The percentage of total calls in which the intent was found.
Top 100 Interaction Intents Breakdown (%)

The chart displays the top 100 caller intents and the percentage of the occurrences of each intent. Hover over the bars to see the intent and the actual percentage.

Interaction Intents

Select an interaction intent from the drop-down list.

  • A table appears displaying the keyword list and the following data related to the selected intent.  
Call IntentName of the sub-driver (keyword list) within the selected interaction intent.
Total IntentsTotal number of calls with the intent.
% of Interaction IntentsThe percentage of each intent represented within the selected interaction intent.
% of Total CallsThe percentage of total calls in which the intent was found.
Self-ServiceableIndicates whether the interaction intents can be resolved online by the caller.
  • A chart appears displaying the number of occurrences of the selected intent for the selected date range or other filters. 
  • To customize the table columns view, see Customizing a Table section in Reporting.
  • To refresh the report, click the Refresh icon ().