The future of interaction intelligence is here! 

We are thrilled to introduce OI-Q, a game-changing tool that empowers you to analyze, explore, and extract insights from customer interactions like never before!

With OI-Q, you can ask questions about your data and get real-time responses that help you go deeper on customer pain points, key drivers and elevate agent performance. Whether you’re uncovering trending login issues or agent Quality Assurance scores, OI-Q provides real-time, data-driven intelligence to fuel smarter decisions.

This module will walk you through everything you need to harness the full power of OI-Q at the interaction level. Let’s dive in!
 

Getting started

OI-Q allows you to analyze interactions or sets of interactions from the Dashboard through the Root Causes, Inquiries, or Sub-Inquiries pages.

Drill down to refine your interaction data sample

OI-Q becomes especially powerful when used to analyze key drivers. By examining interactions at a granular level, you can uncover patterns, root causes, and actionable opportunities for improvement.

Identify a subject you want to focus on (we recommend being as specific as possible). Narrowing the data pool to a Sub-Inquiry level will generate the most relevant and actionable insights.
 

Filter by Time Period

Adjust the time range to the relevant period for your use-case. The past rolling 3 months is selected by default.
 

View Data Sample

Once you've refined the data, click “View Data Sample” to access the OI-Q option.

The sample size is set to 25 by default, and a maximum of 1000 transcripts can be sent to OI-Q.
 

Interaction data sampling example:

In this example we show the 'View data sample' button on each classification layer, though we continued to drill down to the sub-inquiry: 'Two-Factor Authentication'. The date range was left to default (rolling past 3 months) as seen in the timeline. We clicked 'View data sample', then selected 100 transcripts from the drop-down. To finalize our data sample and send it to OIQ, we clicked 'View OIQ' along the top.
 

Sort & Prioritize

The OI-Q landing page displays interactions based on the selected criteria. Here, you can multi-select specific interactions.

Additionally, sort interactions in order of performance by the following metrics:

• Average Handle Time
• Predicted Resolution
• Predicted Satisfaction

Select and Analyze an Interaction

Clicking an interaction will reveal the interaction’s metrics and transcript on the right side.

For interaction details and meta-data, click the 'Summary Stats' button as seen in the bottom right of the screenshot.

Multi-select interactions

You can choose to use OI-Q across a single transcript or multiple up to 100 at a time, to run the same query. Click on Multi-select and manually check a few transcripts, or select all as seen below:

Running Queries in OI-Q

Pre-Defined and Custom Prompts

• OI-Q includes hard-coded prompts such as Summarize, Customer Satisfaction, Highlights and Opportunities, Compliance, Resolution, and Questions for automated insights.
• Alternatively, you can ask specific custom questions.

Best Practices for Querying

• Be as specific as possible.
• Limit responses to a certain word count (e.g., "Limit to 50 words").
• Ensure queries align with customer pain points to extract the most useful insights.

Example: If customers report login issues, you can ask, "Tell me in 25 words or less the reason the customer can't login”

Learn more about Prompting for OI-Q and OI-Q²

OI-Q²

Once you have run OI-Q across multiple transcripts, you can then use OI-Q² to query all the responses.

Step by step:

1. Click the OI-Q² button just above the 'Send a message' box.
    
2. Add in your prompt and click the arrow.
    
3. Now OI-Q will review all the original responses and provide you with a single overview. 

💡Run the prompt over multiple timeframes and click on download conversation to export to CSV, for further investigation.

OI-Q for agent interactions

Supervisors and analysts can use OI-Q to assess agent performance:

1. Navigate to the Agent Performance page.
    
2. Select Approach two: Review agent performance by metric by clicking “Show me how”.

3. Select an agent.
    
4. Click “View Data Sample”.

Filter by Inquiry

OI allows you to get very granular to identify and get insights at an inquiry level.

• Focus OI-Q on specific inquiries handled by an agent.
• Identify highlights and opportunities for coaching.

Example: If an agent struggles with login issues, a supervisor can:

• Filter interactions to only login-related inquiries.
• Use predefined prompt “Summarize” to identify coaching needs.
   

Identify Coaching Opportunities

If an agent frequently encounters difficulties in a particular area, team leads can:

1. Filter the agent page to only show specific inquiries they handled.
    
2. Run OI-Q queries to highlight performance trends.
    
3. Extract coaching insights to help the agent improve.

Example: If an agent is struggling with high handle time, a supervisor can filter to the certain inquiries and run OI-Q to understand why this is the case and gather coaching insights.

Click here for more OI-Q related articles