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

Interaction intents are generated only for inbound calls.

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:

DataDescription
Call IntentName of Sub-Driver (keyword lists).
Total IntentsThe total number of calls with that intent.
Percent of Call DriverThe percentage that intent represents the overall Interaction Intent.
Percent of TotalThe percentage of that intent for all calls.
Self-ServiceableIntents that can be found or resolved online by agents.

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

Each intent is only counted once per interaction.

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.

    DurationMinimum 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 PercentageMinimum 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 PartnersThe clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in LiveVox Portal. 
  3. Click Apply.

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.

To refresh the data in the table, click the Refresh icon

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.

  1. Click the Advanced Search icon.
    The  Search window appears.
  2. As required, specify values in the fields and sections.

  3. Click Save.
    The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon.

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