Interaction Intent with Reasons Report

The Interaction Intent with Reasons Report captures the different interaction intents and the reasons that the interactions were initiated. You can use this information to further refine the intent lists used by your organization.

Accessing the Interaction Intent with Reasons Report

To access the Intent Stats Report window, navigate to the WFO tab, click Interactions Intents > Intents Reports >Interaction Intent w/ Reasons Report.
The Interaction Intent window, displaying the report for the current week, appears.

Use to filter the search criteria. Define the date range and click Apply Filter to apply the search criteria.
Use the Saved Search field to select a search criteria that you have saved earlier.
To refresh the report, click .

Report Data Descriptions

Each intent is only counted once per interaction.

Item

Description

Overview

The widget displays:

Total Calls	Total number of calls for the selected date range or other filters.
Total Intents	Total number of intents/sub-drivers (keyword list) across all calls (can be more than one per call).
Total Self-Serviceable Intents	Total number of intents the caller could resolve online.
Total Calls Without Intents	Total number of calls in which no intent or sub-driver keywords were found.

Top 5 Interaction Intent Reasons by Type

The table displays the list of the interaction intent reasons with the highest percentage of intent reasons for all interactions.

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 Intent	Name of the sub-driver within the selected interaction intent.
Total Intents	Total number of calls with the intent.
% of Interaction Intents	The percentage of each intent represented within the selected interaction intent.
% of Total Calls	The percentage of total calls in which the intent was found.
Self-Serviceable	Indicates 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. You can click on the keywords at the top of the chart to remove or add keywords in the chart.