This document will explain all of the various aspects of the Intent Analyzer dashboard.
All tables in the dashboards can be sorted by clicking on any of the headers.
The autorefresh setting allows you to set how often the dashboard refreshes. Setting it to the lowest time of 15 seconds will give you a live view into your intents.
The search bar will limit data to only its results across all dashboards and views of Intent Analyzer.
You are able to search for keywords in messages or metadata like conversation IDs.
When searching, you can use special operators like
"This message" AND "that intent" AND NOT "some other text"
The filter options will limit data across all dashboards and views of Intent Analyzer.
When you add a filter, you will see many different data points to filter by.
Skills, Groups, and Agents allow you to ensure that the right intents are occurring in the right places.
Domains, Meta-Intents, and Intents allow you to hone in on specific intents.
Selecting User Types will allow you to optimize bot-specific or human-only conversations.
MCS, Confidence Score, and CSAT will allow you to specifically dive into performance of intents.
You have three options to select a time range to filter your intent data.
Quick Select will provide you with the most common time ranges.
Relative gives you a rolling window of time.
Absolute lets you use Intent Analyzer as historical reporting.
The Intent trends view gives a high level view of which intents are happening in your contact center
At a glance, see how your intent detection is doing
The volume and historical trend of your top 5 intents
Intents with Lowest Confidence Score
The lowest 5 intents in terms of matching confidence by the NLU.
If intents have a low confidence score, that means that they may need better or more training phrases.
Intents with Lowest MCS
The lowest 5 intents in terms of poor customer sentiment.
If intents show up here, there likely needs to be changes made to operational processes with bots or human agents.
All Intents and KPIs
Tabular view of all data above, not limited to top or lowest 5 intents.
The converation details view is where you go to dig in to explore the messages and conversations with intent
At a glance information about your messages with intent
Messages with Intent
All messages with intent that match your filters.
Only shows up to 500 items.
Agent Conversations and Transcripts
The transcript data can be useful for determining improvements in training phrases.