Text Analytics

The main chart presents a high-level summary of case trends over the last week, month or quarter.  

Under the main chart, are tabs for the Overview of cases, Negative Sentiments, Escalation Requests, Feature Requests, Escalations, and other metrics. Configuration of what tabs are shown versus not shown is defined under Control Center > PAGES > Text Analytics.

Events If you wanted to note an uptick in case volume to add an event: Click once on the chart Pause, then click again Enter your comments and and select a flag color Press enter Changing the grouping of the events does not impact the event you have marked. The example to the right just happens to be grouped by Operating System.

Tracking Trends

Text Analytics can reveal insights that otherwise would not be uncovered with traditional reporting tools. For example, your organization has the following product lines: Fedora Linux, Mac OS, Microsoft Windows, RHEL and Ubuntu Linux and you believe one of these operating systems is causing far more frustration with your users than others. To test this assumption, you do the following:

1. Group the chart by Product
2. Add keywords "annoyed" and "frustrated" and hit ENTER
3. It may be difficult to get a clear picture of which Product have more of the terms "annoyed" and "frustrated" in cases based on the ebb and flow of the chart

Sentiment Filters

Within the Text Analytics, the cards beneath the area chart provide you with additional features to further refine your results.  To delve further into your analysis, by selecting the Need Attention, Negative Sentiments, Positive Sentiments or Product Feedback cards will reveal a drop-down filter to refine by:

1. Sentiments
2. Acknowledgement status
3. Case source

These filters only apply to the number of cases reflected within card view beneath the main chart. They do not impact the trend area chart above. You can use your Global or Quick filters instead to review changes to the main chart.