Interaction Analytics

StatusUp to date

Records94761 / 94740

Last UpdatedDecember 11, 2025 12:12 PM

Dataset ID:101465

Created:Sep 7, 2018 By mikea@b32.com

Modified:Aug 4, 2025 By ed.kawecki@b32.com

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

Metrics Workspace

Agent Performance

Enlighten

Sentiment New

Silence

OAT General Overview

Tech Support sample

Tech Support 2

MHR Workspace #1

Silence v1

RJM Workspace

Quality Workspace 1

Intent Analysis

AA Workspace Template 2

AA Workspace Template1023

Quality Focus

AA Workspace 2

JM Workspace Example 18Nov

JM Workspace Template 5Dec25

JM Workspace Template 11Dec2025

Rob's Silence Workspace

Silence

Silence v1

AA Workspace Template1023

Overview

Sentiment

Enlighten CSAT Analysis

A Sample Workspace

Top Issues (003)

Payments Workspace

ALP Workspace

(MDB) Intent Analysis

Intent Analysis

Haider Workspace

Albers Workspace

Pesick_workspace_2

Pesick_Workspace (001)

Betzer_Workspace

Agent Performance

Top Issues (002)

Discovery (001)

Trends

Top Issues (001)

AGENT COMPARISON

Demographics

Discovery

Explore Conversations

Top Categories

New Workspace

Top Issues

Welcome, Michael

How can I help you today?

Dan Hall

Agent Upgraded

Tarak Suthar

Agent Transferred Client

General Transfers

Sean Nufer

Caller Was Authenticated, Outage Was Discussed

General Cancellations

Dan Hall

Agent Upgraded

Gordon Hemmings_3

Sean Nufer

Caller Was Authenticated, Outage Was Discussed

General Cancellations

Tarak Suthar

Broker Was Discussed, Agent Transferred Client, Flex Card Or Plan Discussed

General Transfers

Dan Hall

Caller Was Authenticated, Outage Was Discussed

General Cancellations

Tom Allen

Credit Was Discussed, Agent Provided Status Of Credits, Agent Provided Information About Cost, Client Requested Email, Agent Sent Email

Credit or Refund Issued, Confirmed Sale, Resolution

Jacob Randall_4

Matt Baker_9

Sean Nufer

Client Had Issue With Service, Client Asked About Issue

Tom Allen

Client Asked About Option, Client Asked About Issue, Agent Added Number, Agent Sent Text

Confirmed Sale, Resolution

FR_Stephanie FR_DURAND

Tarak Suthar

Dan Hall

Agent Offered Discount, Agent Provided Information About Internet Connection, Agent Provided Information About Extra Charge, Agent Provided Information About Cost

General Cancellations, Confirmed Sale, Resolution

Sean Nufer

Client Asked About Channel

Confirmed Sale, Resolution

Brandon Russell_6

FR_Stephanie FR_DURAND

Sean Nufer

Agent Upgraded

Tom Allen

Client Asked About Bill, Agent Removed Charge, Agent Discussed Lowering Deductible, Client Asked About Issue

Credit or Refund Issued, Escalation, Confirmed Sale, Resolution

Tarak Suthar

Dan Hall

Agent Asked About Photo, Client Provided Information About Issue, Agent Sent Documentation, Agent Provided Information About Plan

Matt Baker_9

Gordon Hemmings_3

Sean Nufer

Account Was Reviewed, Agent Asked About Account, Channels Were Discussed, Caller Was Authenticated, Agent Set Up Wi-fi Connection

General Cancellations

Brandon Russell_6

Faith Gill_10

Popis Moreno

James Medway

Dan Hall

Agent Set Up Visit, Assisted With Appointment

Appointment Scheduled or Rescheduled, Resolution

Tom Allen

Agent Provided Information About Cost, Agent Set Up Installation, Agent Set Up Account, Agent Sent Confirmation Email

Confirmed Sale, Resolution

Ruth McDonald_8

Dan Hall

Credit or Refund Issued, Confirmed Sale

Matt Baker_9

Sean Nufer

Agent Offered Discount, Agent Provided Information About Internet Connection, Agent Provided Information About Extra Charge, Agent Provided Information About Cost

General Cancellations, Confirmed Sale, Resolution

Matt Baker_9

Tom Allen

Agent Offered Discount, Agent Discussed Lowering Cost, Agent Sent Device, Agent Set Up Automatic Payment

Payment Arrangement or Extension, Confirmed Sale, Resolution

Dan Hall

Caller Was Authenticated, Client Asked About Plan, Client Asked About Option, Credit Was Discussed, Agent Added Credit, Agent Asked About Credit

Confirmed Sale, Resolution

Brandon Russell_6

Dan Hall

Agent Provided Information About Plan, Client Asked About Option, Agent Offered Discount, Agent Discussed Lowering Cost

Credit or Refund Issued, Confirmed Sale

Ashish admane

Caller Was Authenticated

Faith Gill_10

Sean Nufer

Agent Provided Information About Speed

Matt Baker_9

Dan Hall

Client Asked About Data, Agent Offered Discount, Agent Upgraded, Agent Provided Status Of Change

Resolution

Dan Hall

Agent Discussed Lowering Cost, Agent Offered Payment Plan, Client Asked About Discount, Agent Provided Status Of Change

Resolution

Tom Allen

Billing Was Discussed, Agent Provided Information About Cost, Client Asked About Credits, Client Requested Credit, Apps were Referenced, Agent Set Up Automatic Payment, Assisted With Auto Payment, Credit Was Discussed

Credit or Refund Issued, Confirmed Sale, Resolution

Matt Baker_9

FR_Stephanie FR_DURAND

Dan Hall

Client Asked About Plan, Client Asked About Cost, Client Asked About Policy

Confirmed Sale

Sean Nufer

Agent Asked About Photo, Client Provided Information About Issue, Agent Sent Documentation, Agent Provided Information About Plan

FR_Stephanie FR_DURAND

Matt Baker_9

Popis Moreno

Dan Hall

Client Had Issue With Phone, Agent Changed App, Agent Provided Information About Issue, Agent Provided Information About Error Message

Confirmed Sale, Resolution

Sean Nufer

Caller Was Authenticated, Client Asked About Plan, Client Asked About Option, Agent Added Credit, Agent Asked About Credit, Credit Was Discussed

Confirmed Sale, Resolution

Tom Allen

Client Had Issue With Bill, Charging Card Was Discussed, Assisted With Auto Payment, Agent Provided Status Of Charge, Client Asked About Bill, Agent Provided Information About Bill

Confirmed Sale, Resolution

Dan Hall

Agent Provided Information About Extra Charge

Confirmed Sale, Resolution

Dan Hall

Agent Provided Information About Fee

Sean Nufer

Refund Was Discussed, Agent Provided Information About Cost, Agent Added Benefit, Agent Asked About Reward, Client Asked About Issue

Credit or Refund Issued, Resolution

Press ENTER to sort

Intent

262

9.06%

30.53%

32.06%

01:59

0.35%

02:18

689

23.82%

27.72%

22.64%

02:20

0.21%