Overview Bar Widget

The Overview Bar Widget displays big picture information about the data in the dataset. It can show the number of contacts per hour, per day, and total in the dataset, and increasing or decreasing trends in the number of contacts; the percentage of contacts per sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray).; and how sentiment is changing over time. If sentiment is steady and then rapidly changes, you see volatility.

Read the Chart

The Overview Bar Widget can contain any combination of the following sections, or all three: 

Contacts

Displays the average number of contacts that occur in the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. per day, per hour, and per minute; the total number of contacts in the dataset; and whether the contact volume is increasing or decreasing.

Sentiment

Displays the percentage of contacts per sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray).. It also reports the ratio of positive contacts to negative ones.

Volatility

Displays the rate at which sentiment changes from positive to negative. The line is higher when there are more rapid changes in sentiment and is lower when the sentiment changes stabilize.

Modify the Overview Bar Widget Settings

You can modify the Overview Bar Widget settings to apply filters and to specify which parts of the widget you want to display.

Customize the Most Unresolved Contacts Widget

1. Click the three stacked dots in the top right corner of the widget.
2. Click Settings.
3. Click Widget Options to open the drop-down.

4. If you want to include only some portions of the full widget, select or clear the checkboxes next to Display Contacts, Display Sentiment, and Display Volatility to indicate whether you want the Contacts, Sentiments, and Volatility portions to display in the widget or not.

5. If you want the sentiment portion of the chart to display the sentiment of a different participant in the interaction (sentiment of the contacts is displayed by default), click the Participant Sentiment drop-down and select either Client or Agent.
6. Click OK.

Export Overview Bar Chart as CSV

Data is exported in CSV format.

1. Click Options in the top right corner of the widget.
2. Click Export .