Intents & Outcomes Analytics

Intents & Outcomes Analytics

The Intents & Outcomes analytics page gives your team visibility into AI-analyzed conversation data across all interfaces where a Post Interaction Analysis configuration has been deployed. Use this page to understand trends in caller intent, interaction outcomes, authentication rates, and sentiment across voice, Concierge, and third-party interface (TPI) conversations.

Accessing Intents & Outcomes Analytics

  1. Navigate to Analytics in the left navigation.
  2. Select Intents & Outcomes.

Understanding the Data

The analytics page surfaces data from transcripts that have been analyzed using an Intents & Outcomes configuration. Each analyzed interaction will have values for one or more of the following:

  • Intent — The classified purpose of the caller, based on the values defined in the configuration
  • Outcome — The classified result of the interaction
  • Authentication — Whether the caller was determined to have been authenticated
  • Sentiment — Automatically included for all analyzed interactions; no configuration required

Data is only present for interactions where the Post Interaction Analysis card was triggered during the conversation. Historical interactions that occurred before the card was added to a Guided Conversation will not appear.

Filtering the Data

The analytics page includes several filters to help you narrow down the data you are viewing:

Available Filters

  • Date Range
  • Channel (Voice, Chat, SMS) 
  • All Digital Interfaces (select from digital concierges, SMS lines, and third party interfaces)
  • Voice Setting (enables you to select the specific voice line)
  • Intents (All intent values across all configurations) 
  • Outcomes (All outcome values across all configurations)
  • Analytics Configuration (Allows you to filter by the analysis configuration used on the interaction. Useful if your organization has multiple configurations.)

Viewing Results

For the filters you select, the dashboard allows you to view:

  • Total Interaction count
  • Average Interaction Duration
  • Containment Rate (things resolved by AI)
  • Authentication Success Rate (as defined by your configurations)
  • Intent Distribution
  • Outcome Breakdown
  • Sentiment Trend


Was this article helpful?