Add Workspace
Sentiment
Trends
Top Issues
Interactions
Overview
Discovery
Explore Conversations
Top Categories
Demographics
AGENT COMPARISON
AT A GLANCE
TOP CATEGORIES VIEW
SILENCE/NON-TALK TIME
CONTACT RESOLUTION
CONTACT OPEN
Contact Center Overview
Sentiment Analysis
Enlighten CSAT Analysis
Technical Enablement
Contact Center Overview
Sentiment Analysis
Enlighten CSAT Agent Behaviors (001)
Enlighten Sales Effectiveness
*5/17 Temporary* Enlighten CSAT Agent Behaviors
Explore Conversations
Interactions
Tom's Workspace

Overview

Interactions
2.3K   DayDecreasing
95.2 / hour
1.6 / minute
45.7K Total
Sentiment
Client
7 : 2
36%
Positive
17%
Mixed
37%
Neutral
10%

Top Categories

  1. CEA SE Enlighten Demo
  2. Call Drivers
  3. Transactions
Count: {{count}}

Channels

46.49%29.39%23.83%0.15%0.14%
Volume: 70
Percent: 0.15%

Interaction Silence

Silence Chat 12% FB Messenger 83% Slack 0% SMS 100% Teams 74% Twitter DM 64% Voice 1% WhatsApp 99%
FB Messenger
83% Silence

Top Company Profile Terms

Top volume items of interest based on company profile
Company Profile order retirement benefits financial advisor 400350300250200150100500Jul 28Aug 02Aug 07Aug 12
order:
retirement:
benefits:
financial advisor:

Most Unresolved Interactions

0:0033:201:401:40:002:13:202:46:400100020003000Average Talk TimeUnresolved InteractionsWebsite IssuesApplication IssuesGeneral InquiriesAccount ActivationAccount ChangesBilling ComplaintsAccess IssuesOnline Management Issues
Unresolved Interactions:
Average Talk Time:

Keywords

dayhelplikegoodlookofferinternettodayineedoptiontakeassistservicegreatcompanypackagefreecomeworkfuturecustomerprocesstellpaypaymenttimefeelhopecontactnamehomeunderstandprovidethinkavailablehearsoundmakeusequestiondollarinterested
Approx. ~ 0

Interactions

page 1

Enlighten Summary

Set Expectations
41average score
Date:
Score: N/A
Volume: 0
Active Listening
50average score
Date:
Score: N/A
Volume: 0
Demonstrate Ownership
53average score
Date:
Score: N/A
Volume: 0
Filters
Reprocess Status
Reprocess Complete
StatusComplete
Records141519 / 141494
Complete TimeAug 11, 2023 2:58 PM