NICE Interaction Analytics with patented AI technology identifies trends and root causes across 100% of interactions. Whether it’s a voice, text, or digital conversation, NICE Contact Center Interaction Analytics is designed to analyze, measure, and uncover insights to drive improvements to CX. For example, you can use this data to understand and reduce frustration, discover reasons why contacts interact with you, and improve sentiment of interactions.
The Analytics API scope provides access to analyzed segment transcripts and the annotation artifacts of that analysis. This includes configured categories matched to segments, sentiment analysis results, extracted entities, scores associated with enlighten model execution, identified AutoSummary details, and so forth.
Data from these APIs are available according to your data retention lifecycle that you’ve configured for your tenant.
For more details please visit Interaction Analytics help center:
You must have CXone global authentication set up in order to use these APIs. This entails creating an Access Key in the CXone interface, then generating an API token that you can use as a bearer token when calling the APIs.
You must have a valid CXone user account to call these APIs. Depending on your organization’s role-based access control (RBAC) configuration, your account may be limited in the data it can access. If your CXone account does not have an RBAC configuration, you can access all data from Interaction Analytics.