Configure Dataset Workspaces

Required permission: Interaction Analytics Edit

When you edit the workspacesClosed Named view of one or more widgets. for a specific datasetClosed Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., 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. You can:

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

Modifying workspace templates requires the Admin permission.

Image of the Edit Workspace bar.
  1. Open a dataset by clicking My Data and then the name of the dataset.

  2. Click Edit Workspaces. The Edit Workspaces workspace opens and enables you to perform the actions documented on this page.

  3. When you finish editing the dataset workspaces, click Done to save your changes or Cancel to discard them.

Create a Workspace

Image of how to edit a workspace.

  1. Go to My Data and open the dataset you want to edit.
  2. Click . Click the down arrow beside Add Workspace to open the list of workspaces.

  3. To create a blank workspaceClosed Named view of one or more widgets., select Add Workspace. To create a workspace using an existing workspace as a template, click the name of the workspace you want to use as a template. If you have a long list of workspaces, use the search bar to help filter the list. Rename the new workspace.

  4. Add widgets to the workspace.

Add a Widget to a Workspace

  1. Open the workspaceClosed Named view of one or more widgets. in which you want to add the new widgetClosed Graphical representation of data that meets specified filter criteria..

  2. Click Edit Workspace.

  3. Click . Select the widget you want to add from the list in the Widgets pane on the right. See Workspace Widgets to learn more about what a widget does.

    The widget you selected appears in the workspace design area.

  4. To move a widget, click anywhere in 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.
  5. To resize a widget, 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 simultaneously.

  6. If the widget you selected has configuration options and you want to customize it, click the gear icon in the top right corner of the widget.

    The configuration options are different for each widget. For instructions for configuring the widget you selected, see Edit Widget Settings.

  7. Click Done to save your changes.

Edit Widget Settings

You can modify settings for the Overview Bar Widget, Metrics Widget, and Keywords Widget, including 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. Open the workspaceClosed Named view of one or more widgets. in which you would like to edit the widgets.
  2. Click Edit Workspace.
  3. Click the gear icon in the top right corner of any of the three valid widgetsClosed Graphical representation of data that meets specified filter criteria..
  4. Make modifications according to the instructions for the widget type below.
  5. Click OK or Done to save your changes or Cancel to discard them.

Overview Bar Widget

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.

Metrics Widget

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. Open the following drop-down for detailed information about all settings you can apply to the Metrics Widget.

Image of metrics settings.

Field

Details
Field

The NICE CXone metric you want to use to filter the data displayed in the widget. Choose one from these available metrics:

  • acdContactID—Unique ID assigned by the CXone ACD to an interaction. Useful when looking for a specific call, chat, email, and so on.

  • AgentId—Unique ID assigned by CXone to an agent. Use when you want to view all interactions for one agent, especially if you have more than one agent with the same name.

  • agentName—Can be used for the same purpose as agentId.

  • ChannelType—Allows you to view interactions associated with a channel. You can use this metric within a category, which is an advantage over the Channels Widget.

  • clientAni—Use to filter by ANIClosed Also known as caller ID. Listed phone number of an incoming voice call.. When you filter by this metric, the Metrics widget displays a bar graph showing the volume of voice calls associated with the ANI.

  • ClientDialedIn—Use to filter by DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. . When you filter by this metric, the Metrics widget displays a bar graph showing the volume of incoming voice calls associated with the DNIS.

  • clientPhoneNumber—Use to filter inbound calls by ANI and outbound calls by DNIS.

  • closeReason—Useful when analyzing interactions with multiple segments. You can see how the agent ended the interaction or segment (for example, Conference or Transfer).

  • closeReasonType—Gives you an alternative, often easier way to analyze segmented interactions. You can filter by individual close reasons, such as Transfer.

  • directionType— Allows you to select and filter by either In_bound or Out_bound. This is useful for drilling into one or the other. Some users configure a Metrics widget for each direction type.

  • interactionDurationSeconds—Allows you to filter by the duration of a phone call from the time of the agent's first word to the last. Useful for analyzing talk time and for removing extremely short or long calls from analysis. You can use these operators for your filter: less than, greater than, inbetween, or equals.

  • isComplex—Identifies calls that were transferred to a supervisor (or tier 2 agent), and allows you to analyze the segment of the call that the supervisor handled.

  • notableSilencePercentage—Interaction Analytics notes both silence and notable silence. This metric allows you to filter based on the percentage of notable silence in an interaction or segment.

  • notableSilenceSeconds—Allows you to filter based on the actual seconds of notable silence in an interaction or segment.

  • segmentId—Unique identifier for each segment of an interaction. Useful when you want to analyze a specific segment.

  • skillName—Allows you to filter by the ACD skill name and see the volume of interactions for that skill.

  • teamName—Allows you to see the volume of interactions by team. You can configure one Metrics widget for up to 20 teams, set up a separate Metrics widget for each team in a particular contact center, and so on.

  • totalDurationSeconds—Allows you to see the total interaction length, from the time the interaction entered the CXone system until the interaction was disposed by the agent. This includes after-call work as well as pre-call IVR time for phone calls.

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.

Keywords Widget

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.

Image of keywords settings.

Field

Details
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.

Remove a Widget from the Workspace

  1. Click the workspaceClosed Named view of one or more widgets. you want to modify to select it.
  2. Click Edit Workspace.

  3. Locate the widgetClosed Graphical representation of data that meets specified filter criteria. you want to remove from the workspace, then do either of the following:

    • Click X in the top right corner of the widget.

    • Click anywhere in the widget, drag it to the trash icon, and drop it.