The Interactions Dashboard provides analytics users with a comprehensive view of customer interactions over a selected time period. This dashboard allows them to analyze trends, monitor key interaction metrics, and identify spikes or dips in call volumes. Users can drill down into specific timeframes to uncover patterns in interaction frequency, sentiment, and agent performance, helping teams make data-driven decisions and optimize workforce planning.
Displayed Visuals
Interactions KPI Card
This visual provides a snapshot of all major interaction metrics, helping teams evaluate agent productivity, engagement quality, and call efficiency.
Interactions: The total number of interactions that occurred during the selected date range.
Short Calls: The number of calls shorter than the defined threshold (60 seconds).
Distinct Agents for Date Period: The total number of unique agents who handled calls within the selected period.
Average Agents per Workday: The average number of agents working per day (Monday to Friday) in the selected date range, excluding weekends.
Total Available Time (HH:MM): The total scheduled working time across all agents (8 hours per agent, per weekday, summed for the selected range).
Productive Time (HH:MM): The total time agents actively engaged in calls with customers.
Unproductive Time (HH:MM): The total time agents were connected to calls but not actively interacting with customers (hold time, internal navigation, waiting for data).
Idle Time (HH:MM): The total time agents were not on calls (for example, between calls, breaks, meetings, admin tasks).
Interactions by Date Trend Graph
This visual displays how interaction volumes change over time, helping to identify peak periods, sudden spikes, or dips. The inclusion of forecasting predicts future interaction trends based on historical patterns, enabling better planning and resourcing decisions.
Agent Sentiment and Caller Sentiment by Month and Day Graph
This visual tracks both agent and caller sentiment over time, helping identify patterns such as seasonal sentiment trends or sudden changes in tone. This is crucial for spotting customer satisfaction issues early or recognizing improvements linked to process changes.
Interactions by Topic Column Chart
This visual displays the frequency and distribution of interaction topics, making it easy to identify the most common customer concerns. Tracking changes in topic volume over time highlights emerging trends, such as a surge in support tickets related to a new product or feature.
Interactions by Audio Duration Bin (with Drill-down)
This visual plots interactions by call duration bins, allowing users to see whether calls are becoming longer (indicating complexity) or shorter (potentially improved efficiency). Drilling down into a specific duration bin displays data by audio duration in minutes, revealing which agents are handling these calls and how call length correlates with sentiment or other metrics.
Call Listing Table
Displays a detailed list of all calls within the selected date range. The table includes key metrics such as:
Audio Duration
Agent
AQA Score
Silence
Overtalk
Agent Sentiment
Caller Sentiment
Selecting a specific call filters and updates all other visuals on the dashboard, enabling in-depth analysis of that interaction and its impact on overall metrics.
Workflow
Analyze Trends Over Time: Select a date range or peak interaction period in the trend graph to update all visuals and reflect data for that timeframe.
Investigate Sentiment Changes: Click on sentiment peaks or dips to update the dashboard and see which agents, topics, or interactions contributed to the change.
Focus on Specific Topics: Select a specific topic (for example, Billing Issues) to filter all visuals and view performance, sentiment, and duration metrics relevant to that topic.
Drill Down into Call Durations: Drill into a call duration bin to see which agents handled those calls and determine whether call length is tied to efficiency issues or process improvements.
View Call-Level Details: Select a call in the listing table to update the dashboard with granular insights (AQA score, sentiment trends, silence/overtalk ratios) for that specific interaction.
Benefits
Provides a complete and dynamic view of customer interactions for any selected period.
Correlates interaction volume with sentiment and performance data for better decision-making.
Helps identify staffing gaps, training opportunities, and workflow inefficiencies.
Enables real-time updates and drill-downs for precise root cause analysis.
Empowers managers to respond proactively to spikes in call volume or drops in sentiment.