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
- Navigate to Analytics in the left navigation.
- 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)
- 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