Analytics Metric Comparison

The Analytics Metric Comparison report helps supervisors or managers compare analytics metrics over different periods of time. The report displays changes to analytics metrics at the category, team, or agent level. You can easily pinpoint areas requiring attention and identify those who need additional coaching.

The Analytics Metric Comparison Report is based on data from three widgets:

  • Analytics Metric Comparison widget

  • Sentiment Interaction Details widget (Time Period 1)

  • Sentiment Interaction Details widget (Time Period 2)

Clarissa Dalloway manages teams of agents. She wants to view and compare % Positive Client Sentiment from July to August.

Clarissa opens the Analytics Metric Comparison report. She uses Settings on the Analytics Metric Comparison widget to choose the % Positive Client Sentiment metric, elects to View data at the Agent level, then configures the desired Time Periods for comparison.

Once the widget loads, she sees agent names, client sentiment scores for each time period, and the difference in sentiment scores between the two time periods. She notices that one agent has a much higher % Positive Client Sentiment in July than they had in August.

Next, she uses the dropdown menus on both Sentiment Interaction Details widgets (T1 and T2) and updates the Time Periods to match those on the Analytics Metric Comparison widget. She uses T1 and T2 to review all interactions handled by the agent during those times. She sees details such as Channel Name, Team, and Sentiment for each interaction. She also uses the Play button to play back specific interactions for further review. She compares the T1 and T2 data to identify the cause of the change.

You must have these permissions:

  • Dashboard > Dashboard Templates > Analytics Metric Comparison :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the prebuilt reports, check with your administrator. The administrator can find these permissions in NiCE CXone. Go to Admin > Security Settings > Roles and Permissions and select the role.

Analytics Metric Comparison Widget

The Analytics Metric Comparison widget summarizes metric values for two different time periods. It helps you compare performance over time and identify trends and periods of change that may need attention. It is configured as follows:

  • Default View By: Agent

  • View By options: Click on a Team to drill down to Agent view

  • Default date range: Today, Yesterday

  • Maximum date range: 95-day window

  • Metrics selector: allows you to choose one metric at a time from the list below

Additional filters for this widget include:

  • Employee Group: Team / Agent

  • Data Attributes: Category, Dataset

  • Channel

The metric selector includes the following analytics metrics. These metrics help you see how experience and resolution-related indicators change over time for different teams, agents, or categories.

Metric Name

Description

Total Segments

Total number of interaction segments analyzed for the Team or Agent (depending on View By). Format: number (float).

% Negative Sentiment

Percentage of segments where overall sentiment is negative.

% Positive Sentiment

Percentage of segments where overall sentiment is positive.

% Neg Agt Sentiment

Percentage of segments where overall agent sentiment is negative.

% Pos Agt Sentiment

Percentage of segments where overall agent sentiment is positive.

% Neg Client Begin Sent

Percentage of segments where client sentiment at the beginning of the interaction is negative.

% Pos Client Start

Percentage of segments where client sentiment at the beginning of the interaction is positive.

% Neg Client End Sent

Percentage of segments where client sentiment at the end of the interaction is negative.

% Pos Client End Sent

Percentage of segments where client sentiment at the end of the interaction is positive.

% Neg Agent Begin Sent

Percentage of segments where agent sentiment at the beginning of the interaction is negative.

% Pos Agent Begin Sent

Percentage of segments where agent sentiment at the beginning of the interaction is positive.

% Neg Agent End Sent

Percentage of segments where agent sentiment at the end of the interaction is negative.

% Pos Agent End Sent

Percentage of segments where agent sentiment at the end of the interaction is positive.

% Frustration

Percentage of segments where the client is identified as frustrated.

% Resolved

Percentage of segments where the interaction is identified as resolved.

The beginning of an interaction is the first 400 words or first 30% of the interaction, whichever occurs first. End sentiment is determined by the last 30% of an interaction.

The table below describes the columns in this widget.

Column Name

Description
Time Period 1 A score that indicates performance for the selected metric during the first time period you specified.
Time Period 2 A score that indicates performance for the selected metric during the second time period you specified.

Variance

A whole number value indicating the difference in performance for the selected metric between the two time periods.

% Variance Trend

Percent change in metric value between the two time periods.

Sentiment Interaction Details Widgets (T1 and T2)

The T1 and T2 Sentiment Interaction Details widgets show the individual interactions that make up the summary metric for each time period. They also provide quick access to playback and sentiment details.

From this widget, you can:

  • Click the Play icon to open the interaction in CXone Player, review the full context, and validate what drove the sentiment or resolution outcome.

  • Apply Filters to narrow the list to specific teams, agents, categories, datasets, or channels.

  • Export the interaction details, with all applied filters, to CSV or Excel for further analysis or sharing.

The table below describes the columns in this widget. The Silence and Duration metrics are currently unavailable in this report. They are planned for a future release.

Column Name

Description
Dataset Name of the dataset containing the interaction analytics data.
Category Analytics category assigned to the interaction or segment.

Channel Name

Name of the channel used for the interaction, such as voice, email, or chat.

Play

Icon used to open the interaction in CXone Player for playback.

Team Name

Name of the team associated with the agent on the interaction.
Agent Name Name of the agent who handled the interaction.

Start Time

Date and time when the interaction or segment started.

Client Sentiment

Overall sentiment classification for the client on the interaction. Possible values:

  • Positive

  • Negative

  • Mixed

  • Neutral

Agent Sentiment

Overall sentiment classification for the agent on the interaction. Possible values:

  • Positive

  • Negative

  • Mixed

  • Neutral

Frustration

Detected frustration level for the client on the interaction. Possible values: High, none.

  • High

  • None

Resolved

Indicates whether the interaction is considered resolved based on analytics.