Manage Workspaces

Workspaces in Templates

WorkspacesClosed Named view of one or more widgets. in a workspace template can only be managed by users with the Interaction Analytics Admin permission.

When you edit the workspaces for a specific workspace templateClosed Multiple workspaces grouped as a reusable template., your edits don't automatically affect datasetsClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. to which that template has been applied. It's similar to applying a template to a presentation or document. Once you apply the template, it becomes part of that presentation. In the same way, once you apply a workspace template to a dataset, it's part of the dataset.

If you want your edits to apply to datasets that were set up with that template, you must specifically apply the revised template to each dataset.

Workspaces in Datasets

Workspaces applied to a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. can be managed by users with either the Interaction Analytics Admin permission or Edit permission.

When you edit the workspacesClosed Named view of one or more widgets. for a specific dataset, you only change them for that dataset. Your edits won't affect the workspace templateClosed Multiple workspaces grouped as a reusable template. that was originally applied to the dataset. They also won't affect other datasets that have the same workspaces. You can:

  • Add, remove, or rename workspaces.
  • Add or remove widgets from a workspace.
  • Resize or move widgets in the workspace.

Create a Workspace

Required permission: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics Edit for dataset workspaces only

  1. Click the app selector and select Analytics.
  2. Do one of the following:
    1. To create a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To create a workspace for a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language. Then, in the right column, click the + icon next to Available Workspaces.
  3. Do one of the following:
    1. To create a completely new workspace, click Add Workspace. Highlight New Workspace and enter a name for your workspace.
    2. To create a workspace using an existing workspace as a template, locate the workspace and click the options icon Options icon. Click Duplicate and then rename the new workspace.
  4. Add widgets to the workspace. You can also move, resize, or remove existing widgetsClosed Graphical representation of data that meets specified filter criteria. from the workspace.

Create a Workspace Group

Required permissions: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics View for dataset workspaces only

A group is a folder that helps you to organize your workspaces. You can group related workspaces together so it's easier to find them as you create or edit workspace templates.

  1. Click Add Group. The new group appears on the bottom of the workspace pane on the left with the name New Group.

  2. Rename the new group.
  3. Add workspaces to the group by moving existing ones or by creating new ones.

Add a Widget to a Workspace

  1. Click the app selector and select Analytics.
  2. Do one of the following:
    1. To add a widget to a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To add a widget for a workspace in a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language

  3. Click the workspaceClosed Named view of one or more widgets. to which you want to add the new widgetClosed Graphical representation of data that meets specified filter criteria.. You can click workspaces in either the Selected Workspaces or Available Workspaces pane.

  4. Click the widget you want to add from the choices in the pane on the left. To learn more about what the widget does, see Workspace Widgets.

  5. Move and resize the widget so it appears where and how you want it in the workspace.

  6. If the widget you selected has configuration options and you want to customize it, click Options icon and then click Settings. Configuration options are different for each widget. For instructions on configuring the widget you selected, see Edit Widget Settings. When you finish configuring the widget, click OK.

  7. Click Save.

Edit Widget Settings

Required permissions: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics View for dataset workspaces only

You can modify settings for the Overview Bar Widget, Metrics Widget, and Keywords Widget. You can change the title that appears above the chart, filters applied to the chart, the color of the bars, the amount of data displayed, or the metrics displayed.

  1. Click the app selector and select Analytics.
  2. Do one of the following:
    1. To edit widget settings for a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To edit widget settings for a workspace in a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language.
  3. Open the workspaceClosed Named view of one or more widgets. for which you want to edit the widgets.
  4. Click Edit Workspaces.
  5. For any of the three valid widgetsClosed Graphical representation of data that meets specified filter criteria., click Options icon and then click Settings.

  6. Make modifications according to the instructions for the widget type below.

    You can customize which of the three sections appear in the Overview Bar Widget. To include the section in the widget, select the corresponding checkbox. To remove the section from the widget, clear the corresponding checkbox.

    You can customize the Metrics Widget to display whatever NICE CXone metric data you want. You can change the title, the color of the bars in the chart, and filter by sentiment or metric thresholds.

    Field

    The NICE CXone metric you want to use to filter the data displayed in the widget. It is one of:

    • abandoned — The number of contacts that abandoned the interaction (true) and the number that did not (false).
    • abandonSeconds — The number of seconds an interaction lasted before it was abandoned. 0 indicates that no abandon occurred.
    • ACWSeconds — The number of seconds agents spent on ACWClosed State that allows an agent to complete work requirements after finishing an interaction. for the interaction.
    • agentID — The number of contacts handled per agent. Agents are identified by numeric ID.
    • agentSeconds — The number of seconds the agent spent on the interaction.
    • analyticsProcessedDate — The number of interactions ingested into the Analytics system for analysis by date.
    • businessUnitID — The number of interactions that occurred in each tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
    • callbackTime — The number of contacts by the length of time spent waiting for a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. after requesting one.
    • campaignID — The number of contacts handled by a campaignClosed A grouping of skills used to run reports.. Campaigns are identified by numeric ID.
    • campaignName — The number of contacts handled by a campaign. Campaigns are identified by name.
    • combinedTranscriptID —The number of contacts per ID for the voice transcript that shows customer and agent speech.
    • confSeconds — The number of seconds agents spent conferencing in the interaction.
    • contactID — The number of contacts by contact ID.
    • contactStart — The number of contacts that occurred at the same time.
    • dateContactWarehoused — The number of contacts that started at certain time.
    • dispositionNotes — The number of contacts where an agent assigned the same dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. notes.
    • firstName — The number of contacts handled by agents. Agents are identified by first name, so agents sharing the same first name are combined.
    • fromAddr — The phone number, email address, or IP address of the agent who handled the call, email, or chat interaction, respecitively.
    • holdCount — The number of contacts placed on hold.
    • holdSeconds — The number of seconds contacts spent on hold. 0 indicates the contact was not placed on hold.
    • isAgent — The number of agents and the number of contacts.
    • isAnalyticsProcessed — The number of contacts who have already been processed for Analytics (true) and the number that have not (false).
    • isLogged — The number of interactions that were logged (true) and the number that were not logged (false).
    • isOutbound — The number of interactions initiated by the contact (false) and the number of interactions initiated by an agent (true).
    • isRefused — The number of interactions refused by an agent (true) and the number that were not refused (false).
    • isShortAbandon —The number of contacts that spent time in the queue and hung up before the time specified in the short abandon interval (true) and the number that did not meet the short abandon threshold (false).
    • isTakeover — The number of interactions that were taken over by a supervisor (true) and the number that were not (false).
    • lastName — The number of contacts handled per agents. The agents are identified by last name, so agents sharing the same last name are combined.
    • lastUpdateTime — The number of contacts organized by the date and time they were last updated.
    • masterContactID — The number of contacts by the master or parent ID of one or more related contacts.
    • mediaType — The number of interactions that occurred per media type, or channel. The bars might include 1 (email), 3 (chat), or 4 (call).
    • mediaTypeName — The number of interactions that occurred per media type. Channel the bars might include Call, Chat, or Email.
    • pointOfContactID — The number of contacts that entered the system per point of contact. Points of contact are identified by the numeric ID.
    • pointOfContactName — The number of contacts that entered the system per point of contact. Points of contact are identified by name.
    • postQueueSeconds — The number of seconds contacts spent in the system after the interaction ended.
    • preQueueSeconds — The number of seconds contacts spent in the system before entering the queue.
    • primaryDispositionID — The number of interactions assigned to each dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. as the primary disposition. The disposition is identified by its numeric ID.
    • refuseReason — The number of contacts refused per reason. A blank bar indicates the contacts were not refused. See Contact History Report: Refusal Reasons for a list of refusal reasons.
    • refuseTime — The date and time at which an agent refused the contact.
    • serviceLevelFlag — The number of contacts marked with each service level flag: 
      • -1 — The contact never entered the queue
      • 0 — An agent handled the contact within the required service level
      • 1 — An agent did not handle the contact within the required service level
    • skillID — The number of contacts handled by a skill. Skills are identified by numeric ID.
    • skillName — The number of contacts handled by a skill. Skills are identified by name.
    • teamID — The number of contacts handled by a team. Teams are identified by numeric ID.
    • teamName — The number of contacts handled by a team. Teams are identified by name.
    • toAddr — The contacts by the phone number, email address, or IP address they used during the transaction.
    • totalDurationSeconds — The total duration of the interaction in seconds from the time the contact entered the system until the agent completed after call work.
    • transferIndicatorID — The number of contacts that were transferred by transfer ID; the bars indicate how many contacts were transferred to a new agent (2), to a new skill (1), and not transferred at all (0).
    • transferIndicatorName — The number of contacts that were transferred by transfer ID; the bars indicate how many contacts were transferred to a new agent (ReAgent), to a new skill (ReSkill), and not transferred at all (None).
    • notableSilenceSeconds - The number of seconds of silence in an interaction.
    • notableSilencePercentage - The percentage of the interaction that was silent.
    • interactionDurationSeconds - The total number of seconds from the time the first word is mentioned to the time the last word is mentioned in an interaction.
    Number to Show
    The number of bars to show on the widget. Only the bars with the highest counts appear.
    Color
    The color you want the bars to be. You can use the color picker to select a color or type a hexidecimal code to select an exact color.
    Default View
    Specifies whether you want the widget to display the data in exact numbers or percentages by default. Users can view either one, but whichever you choose is what users see first when they open the Workspace and view the widget.
    Filters

    You can filter based on the sentiment of the data or by the metric itself.

    To view only contacts with a certain sentiment, select the checkbox corresponding to that sentiment and clear the other sentiment checkboxes.

    To view only contacts that match certain metric thresholds, set the threshold by:

    • If you selected a Boolean Field, select True or False from the drop-down to show either only contacts where the field applies or only contacts where the field does not apply.
    • If you selected a string Field like a name or ID, type the value in the text field. Only contacts where the specified condition exists appear in the widget.
    • If you selected an integer Field, like seconds or counts, select an operator from the drop-down and enter an integer into the Value textbox. Only contacts that meet the specified threshold appear in the widget.

    Click Add Filter.

    You can customize the Keywords Widget to display a custom title, color the words differently, choose the number of keywords that appear in the chart, and filter by sentiment.

    Field

    Details
    Color The color you want the words to be. You can use the color picker to select a color or type a hexidecimal code to select an exact color.

    Number of Keywords

    The number of keywords you want to appear in the chart.

    Filters To view only contacts with a certain sentiment, select the checkbox corresponding to that sentiment and clear the other sentiment checkboxes.
  7. Click OK or Done.

Move a Widget on the Workspace

Required permissions: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics View for dataset workspaces only

You can rearrange widgetsClosed Graphical representation of data that meets specified filter criteria. on the workspaceClosed Named view of one or more widgets. to make important widgets more visible.

  1. Click the app selector and select Analytics.

  2. Do one of the following:
    1. To move a widget in a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To move a widget in a workspace in a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language.

  3. Click the workspace you want to modify.

  4. Click Edit Workspace.

  5. Click the widget you want to move, drag it to the location you want it, and drop it. The widget becomes more transparent while you move it, and other widgets move out of the way to create space to drop the widget.

Resize a Widget

Required permissions: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics View for dataset workspaces only

You can resize a widgetClosed Graphical representation of data that meets specified filter criteria. vertically to whatever size you want. Horizontally, you can choose between two sizes: half the workspace and the full width of the workspaceClosed Named view of one or more widgets..

  1. Click the app selector and select Analytics.
  2. Do one of the following:
    1. To resize a widget in a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To resize a widget in a workspace in a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language.

  3. Click the workspace that contains the widget you want to modify.

  4. Click Edit Workspace.

  5. Hover your cursor over the edge of the widget you want to resize. When the cursor changes to a double arrow, click and drag the edge where you want it. Release the click. If you hover over a corner, you can adjust the height and width of the widget at the same time.

  6. If the widget is not where you want it after resizing, move it to where you would like it.

Remove a Widget from the Workspace

Required permissions: Interaction Analytics Admin for template and dataset workspaces/Interaction Analytics View for dataset workspaces only

  1. Do one of the following:
    1. To remove a widget from a workspace for a datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., click My Data, then click the workspace icon for the dataset you want to use.
    2. To remove a widget from a workspace in a workspace templateClosed Multiple workspaces grouped as a reusable template., click Workspace Templates. If your company uses multiple languages with Interaction Analytics, select a language.
  2. Click the workspaceClosed Named view of one or more widgets. you want to modify to select it.
  3. Click Edit Workspace.

  4. For the widgetClosed Graphical representation of data that meets specified filter criteria. you want to remove from the workspace, then click the options icon Options icon in top right corner of the widget and select Delete.