When you configure Text Analytics to be applied to certain surveys and questions, the Text Analytics engine processes the comments and the Text Analytics insights are available in the dashboard for review.
If you are a new user to Text Analytics, no data is available to review in the dashboard unless you have selected the measure and questions for analysis in the Settings tab.
The Text Analytics section of CX Suite consists of the Topics and Keywords dashboards, and offers a filter ribbon containing the following features:
Measure Menu - Click the displayed measure to open a menu of available measures to select from.
Question Menu - By default, all questions are included. This menu allows you to include or exclude specific question responses.
Date Picker - Click on the date range to display the Date Picker. The Date Picker offers the following options for limiting data to a specific range of dates:
A list of preset date ranges along the left side which you can select to implement. When you click on a range the Date Picker closes and the screen refreshes to display data within the selected dates.
Start Date and End Date text fields where you can type in the desired dates. When you enter the start and end dates the screen refreshes to display data within those dates.
A calendar displaying the current and previous month and the current date range highlighted. Click the start and end dates to set the range. Use the single arrows (< and >) to scroll one month at a time. Use the double arrows (<< and >>) to scroll one year at a time. When you select the start and end dates the screen refreshes to display data within those dates and the Start Date and End Date fields are updated.
Click Apply Date Range to close. The page refreshes to display data from the selected date range.
Topics
The Topics dashboard displays taxonomy data on the following cards:
Topics Overview - A horizontal bar chart showing the top five positive and negative topics for the selected date range.
Topic Trend - A vertical bar chart showing sentiment distribution for each day of the selected date range. Mouse over each bar to see total number of comments for the day and a breakdown of positive, negative, and neutral sentiment. By default, data from all topics are included. The menu in the upper-right corner of the card allows you to focus on a selected topic.
Topic and Comments - The data on this card is divided into two tabs:
Topics - A list of High-Level Themes displays with a horizontal bar showing three sentiment levels, the number of comments, overall sentiment, and overall satisfaction. Click a High-Level Theme name to display the associated Mid-Level Themes. Each Mid-Level Theme may also be clicked to display the Topics associated with the theme. At any point in the drill-down, you can click to display the Comments tab and view all comments associated with either the High-Level Theme, Mid-Level Theme, or Topic.
Comments - A list of open end responses to the displayed question. This list contains the comment itself, the date which the comment was submitted, the Sentiment of the comment, and the overall Satisfaction Score given by the respondent. Data may be sorted by clicking the column heading.
Keywords
The Keywords dashboard displays data on the following cards:
Keyword Wordcloud - Displays the most commonly used words in size proportion of frequency and color coded according to the overall sentiment of the open ends each word is used. For example, if several respondents are reporting an issue where they clicked on a link and nothing happened, you might see the word "click" appearing in red and in a larger size.
This card offers two types of displays, Wordcloud and Treemap, as well as buttons for the number of words to display.
Top Keywords - A bar chart of the top 10 words during the selected time span, showing the amount of positive, neutral, and negative statements in which the word was used. This card typically displays top 10 frequently occurring words/topics, with the exception of a search term that is not in top 10. When a search is applied to show a specific word, this word is included in the chart regardless of its frequency.
Hover over each bar to view the breakdown of positive, neutral, and negative occurrences.
Comments - A list of open end responses to the displayed question. This list contains the overall Satisfaction Score given by the respondent, the Sentiment of the comment, the comment itself, and the date which the comment was submitted.
The header of the comment column contains a menu of all open end questions and can be used to display results from each of these questions. Click on any of the column headers to sort the comments according to the clicked column.
