https://support.tethr.com/hc/en-us/categories/115001620628-Reports Reports
https://support.tethr.com/hc/en-us/sections/115003371248-Graph Graph

Enhancements: Graph interaction length, silence and talk time

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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Overview

This article covers the second phase of enhancements to graphing.

Graph interaction length, silence time and talk time on the vertical axis.

In this article you'll learn:

  1. What is interaction length, silence time and talk time?
  2. Graph an interaction's length on the vertical axis
  3. Graph silence time on the vertical axis
  4. Graph talk time on the vertical axis

Getting started: Graphing features are available in both Search & browse and My reports.

From Search & browse, either select the Graphing tab next to the Filters tab, or begin a new search and select the option to Show graph next to the Save as a report button.

From My reports either select the Graphing tab or open a saved report in My reports list. 

 

What is interaction length, silence time and talk time?

Graphing by interaction Length allows you to monitor spikes in call length and answer questions like:

  • What types of behaviors cause longer interactions?
  • Are there certain call drivers that should be simple, but are taking longer than they should (for example, transferring money within a financial institution or logging into the website)? 
  • Did a typically short interaction type suddenly increase in length?
  • How quickly are agents able to resolve high customer effort interactions?

Graphing by Silence time allows you to understand why (and how often) agents are placing customers on mute or hold, and answer questions like:

  • Are there call drivers that are more confusing or complicated to agents?
  • Are agents evading frustrated customers and increasing effort?
  • Compare silence time to effort drivers and call drivers.

Graphing by Talk time allows you to answer questions like:

  • Is the customer or the agent doing most of the talking?

 

How Tethr calculates interaction length, silence time and talk time:

Field name Field description
Length The total time from an interaction's first utterance to its last utterance, utilizing its start time and end time boundaries.
Silence time

The sum of all silent segments in the interaction, each of which has to be four seconds or more. Silence segments occur when an agent places a customer on hold or transfer.

Talk time

The sum of all detected utterances in the interaction.


Graph an interaction's length on the vertical axis


How_quickly_agents_resolve_interactions_with_high_effort.png

Tethr's graph now allows you to measure each interaction's length along the vertical (y) axis by metrics like average, minimum or maximum.

For example, if you want to understand how quickly agents are able to resolve interactions with high customer effort:

  1. First, define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  2. On the Graphing panel, choose the Grouped bar graph type. In this case, choosing the Multi-color option for your graph will help you differentiate each TEI score more easily in the graph.
  3. For your vertical axis, choose Length. You can then choose an additional metric to measure length by, including Average, Minimum and Maximum.
  4. For your horizontal axis, choose Agents. This will display each agent, by name, across the bottom of your graph.
  5. Finally, select Score under the group by menu so interactions will be grouped by their shared effort scores.
    a) The default scoring type will be Tethr Effort Index with a range of 0.0 - 10.0.

    Tip: Hover over the data in your graph to view a detailed breakdown of the length of each agent's interactions grouped by their specific Tethr Effort Index score.

    Note: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    You can customize these fields, and therefore the count, size, values and under/overflow of each bin by entering numbers into each field.
  6. You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  7. Selecting Close will simply close the graphing panel, but will save any subset filter selections you've made.

Graph silence time on the vertical axis


How_often_agents_place_customers_on_hold_by_TEI_score_bin.png

Tethr's graph now allows you to measure each interaction's silence time along the vertical (y) axis by metrics like time, percent of total, average, minimum or maximum.

For example, if you want to understand how often agents are placing customers on mute or hold by TEI score bin:

  1. First you'll need to define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  2. To show the volume of interactions that have mutes or holds, navigate to the Graphing panel, and choose Silence time for your vertical (y) axis menu.
    a) Keep the default silence time measure, which will be automatically set to Time.
    b) Keep the default silence time metric, which will be automatically set to Average.
  3. Next, choose Score to display on your horizontal (x) axis.
    a) Note that the default measure for your horizontal axis will always be Time.
    b) The default scoring type will be automatically set to Tethr Effort Index with a range of 0.0 - 10.0.
    c) No need to fill in the Bin count, Bin size, Min and  Max value fields. These are set to automatically bin your interaction volume across the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    Note: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    You can customize these fields, and therefore the count, size, values and under/overflow of each bin by entering numbers into each field.
  4. You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  5. Selecting Close will simply close the graphing panel, but will save any subset filter selections you've made.

Graph talk time on the vertical axis


Avg_agent_talk_time_by_TEI_score.png

Tethr's graph now allows you to measure each interaction's talk time along the vertical (y) axis by metrics like time, percent of total, average, minimum or maximum.

For example, if you want to understand the percentage of the total time that agents are talking by TEI score bin:

  • First you'll need to define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  • To show the volume of interactions that have mutes or holds, navigate to the Graphing panel, and choose Talk time for your vertical (y) axis menu.
    a) Keep the default talk time type set at Internal (agent) versus changing it to External (customer).
    b) Keep the default talk time measure, which will be automatically set to Percent of total.
    c) Keep the default silence time metric, which will be automatically set to Average.
  • Next, choose Score to display on your horizontal (x) axis.
    a) Note that the default measure for your horizontal axis will always be Time.
    b) The default scoring type will be automatically set to Tethr Effort Index with a range of 0.0 - 10.0.
    c) No need to fill in the Bin count, Bin size, Min and  Max value fields. These are set to automatically bin your interaction volume across the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    Tip: Hover over the data in your graph to view a detailed breakdown of the volume of interactions with a specific Tethr Effort Index score.

    Note: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.
    You can customize these fields, and therefore the count, size, values and under/overflow of each bin by entering numbers into each field.
  • You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  • Selecting Close will simply close the graphing panel, but will save any subset filter selections you've made.

What's next?