Trending Widget

Required permission: Interaction Analytics (CXone) View

The Trending widget displays a line graph that lets you see the true volume of interactions over a selected time frame. This widget is designed to help you identify spikes or patterns in interaction frequency across specific business areas, providing a clear view of volume trends that is independent of sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. or frustration metrics.

The Trending widget supports intra-day granularity, allowing you to monitor volume fluctuations throughout the day. You can filter the data by specific categories or tags to focus on the interaction sets most relevant to your analysis.

Read the Chart

The chart displays interaction volume over time. Each data point on the line represents the total number of interactions for that specific time interval (For example, hour, day, week).

• X-Axis: Represents the time interval based on your selected date range and granularity.

• Y-Axis: Represents the total count of interactions.

View Interaction Details

When you click a data point on the graph, you can click Show Interactions to view the interactions that match the criteria during this time period. For example, if you click a point that shows 150 interactions for a specific hour and select Show Interactions, the Interactions page opens to display those 150 interactions.

You can modify the Trending widget settings to apply filters, change the name of the widget, and adjust the data granularity.

Modify the Widget Settings

You can modify the Trending widget settings to apply filters, change the name of the widget, and adjust the data granularity.

Change the Title

1. Click more options in the top right corner of the widget.
2. Click Settings.
3. Enter the new widget name in the Title field.
4. Click OK.

Customize the Widget

1. Click Options 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 filter the data by specific categories, click the Categories drop-down. Select the checkboxes for the categories you want to see.

5. If you want to filter the data by specific tags, click the Tags drop-down. Select the checkboxes for the tags you want to see.

6. If you want to change the time interval of the data points, click the Granularity drop-down, then click Intra-day, Daily, Weekly, or Monthly.
7. Click OK.

Export the Chart as a CSV File

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