Nexidia Metrics

The Nexidia integration brings powerful speech and sentiment analytics into NiCE CXone Performance Management. By combining Nexidia insights with NiCE CXone PM dashboards and wallboards, managers get a single view of agent performance and detailed interaction analysis all in one place.

# of Interactions

The total number of interactions recorded in the system.

  • Calculation: Count of records in the Interactions feed

  • Source Field: INTERACTION DATETIME

# of Non-Talk Events

The total number of Non-Talk Events (silence segments) detected across all interactions.

  • Calculation: Sum of NON-SPEECH TOTAL SEGMENTS

  • Source Field: NON_SPEECH_TOTAL_SEGMENTS

% High Sentiment

The percentage of interactions that are positive, calculated as positive interactions divided by total interactions.

  • Calculation: [High St Interactions] / [# of Interactions]

  • Source Field: Derived

% Low Sentiment

The percentage of interactions that are negative, calculated as negative interactions divided by total interactions.

  • Calculation: [Low St Interactions] / [# of Interactions]

  • Source Field: Derived

% of Non-Talk Events

The ratio of Non-Talk Events to total interactions.

  • Calculation: [# of Non-Talk Events] / [# of Interactions]

  • Source Field: Derived

% of Non-Talk Time

The proportion of time spent in silence compared to the total duration of interactions. Expressed as a percentage.

  • Calculation: [Non-Talk Time] / [Duration Time]

  • Source Field: Derived

Avg Duration

The average duration of interactions, in seconds.

  • Calculation: [Duration Time] / [# of Interactions]

  • Source Field: Derived

Avg Non-Talk Time

The average time of silence per interaction, in seconds.

  • Calculation: [Non-Talk Time] / [# of Interactions]

  • Source Field: Derived

Avg Sentiment Score

The average sentiment score across all interactions.

  • Calculation: [Sentiment Score] / [# of Interactions]

  • Source Field: Derived

Duration Time

The total duration of all interactions, measured in seconds.

  • Calculation: Sum of DURATION IN SECS

  • Source Field: DURATION_IN_SECS

High St Interactions

The number of interactions with a positive sentiment score.

  • Calculation: Count where TARGET MEDIA SET NAME = '% POSITIVE SENTIMENT'

  • Source Field: TARGET_MEDIA_SET_NAME

Low St Interactions

The number of interactions with a negative sentiment score.

  • Calculation: Count where TARGET MEDIA SET NAME = '% NEGATIVE SENTIMENT'

  • Source Field: TARGET_MEDIA_SET_NAME

Non-Talk Time

The total time (in seconds) when no speech was detected during interactions. Includes silence and hold periods.

  • Calculation: Sum of NON-SPEECH TOTAL DURATION IN SECS

  • Source Field: NON_SPEECH_TOTAL_DURATION_IN_SECS

STTN - Bad to Good #

The number of interactions where sentiment transitioned from negative to positive during the interaction.

  • Calculation: Count where SENTIMENT TRANSITION = 'BAD TO GOOD'

  • Source Field: SENTIMENT_TRANSITION

STTN - Bad to Good %

The percentage of interactions that transitioned from negative to positive sentiment.

  • Calculation: [STTN - Bad to Good #] / [# of Interactions]

  • Source Field: Derived

STTN - Good to Bad #

The number of interactions where sentiment transitioned from positive to negative during the interaction.

  • Calculation: Count where SENTIMENT TRANSITION = 'GOOD TO BAD'

  • Source Field: SENTIMENT_TRANSITION

STTN - Good to Bad %

The percentage of interactions that transitioned from positive to negative sentiment.

  • Calculation: [STTN - Good to Bad #] / [# of Interactions]

  • Source Field: Derived

STTN - Not Avail #

The number of interactions where sentiment transition data is unavailable or not applicable.

  • Calculation: Count where SENTIMENT TRANSITION = '<NONE>'

  • Source Field: SENTIMENT_TRANSITION

STTN - Not Avail %

The percentage of interactions where sentiment transition data is unavailable.

  • Calculation: [STTN - Not Avail #] / [# of Interactions]

  • Source Field: Derived

Sentiment High Low %

The difference between the percentage of positive and negative sentiment interactions. Indicates the net sentiment balance.

  • Calculation: [High Sentiment %] - [Low Sentiment %]

  • Source Field: Derived

Sentiment Score

A score reflecting the overall sentiment of an interaction. If unavailable, this field is blank.

  • Calculation: Sum of HIGH PRECISION SENTIMENT SCORE values

  • Source Field: HIGH_PRECISION_SENTIMENT_SCORE