The Interaction Intents report contains all the possible intentions of the customer to initiate a call. The interaction drivers primarily analyze the keywords to identify the purpose of the call. The Interaction Intents report displays the interaction intents generated by the system using the configured keyword lists.
- Interaction intents are generated only for inbound calls.
- A single call can have multiple intents.
To access the Interaction Intents report, on the WFO tab, click SpeechIQ > Reporting > Interaction Intents.
The Interaction Intents window, displaying the report for the current week, is displayed.
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.
Report Data Descriptions
Each intent is only counted once per interaction.
Item | Description | ||||||||||
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Overview | The widget displays:
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Top 5 Self Serviceable Interaction Intents | The table displays the list of the interaction intents with the highest percentage of intents 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.
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- To customize the table columns view, see the Customizing a Table section in Reporting.
- To refresh the report, click the Refresh icon ().