Welcome to the Future of Interaction Intelligence!
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 of your data and get real-time responses - helping you go deeper on customer pain points, key drivers and elevate agent performance—all in just a few clicks. Whether you’re uncovering trends in login issues or evaluating agent empathy, 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 and see what makes this release so exciting!
Subscription and Rate Limits
If you do not have an OI-Q subscription, you may experience rate limits.
To upgrade to an unrestricted version, contact your Customer Success Manager.
Quick Guide to Using OI-Q
Get 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 Capabilities
OI-Q becomes especially powerful when used to analyze key drivers. By examining these interactions at a granular level, you can uncover patterns, root causes, and actionable opportunities for improvement.
Choose the area you want to drill down into—we recommend being as specific as possible, drilling down to the Sub-Inquiries level, to generate the most relevant and actionable insights.
Filter by Time Period
OI-Q analyzes interactions from the past three months by default.
To investigate changes in issues, adjust the time range to the relevant period.
View Data Sample
Once you've drilled down to your desired level, click “View Data Sample” to access the bouncing OI-Q option.
Sort and Prioritize
The OI-Q landing page displays interactions based on the selected criteria. Here, you can multi-select specific interactions or choose Select All to review the entire dataset.
You can sort by interactions based on:
Average Handle Time: Measures the total duration of an interaction, helping to identify efficiency trends and potential areas for improvement.
Predicted Resolution (Helps to assess the likelihood of resolving the issue)
Predicted Satisfaction (Gives insights into customer sentiment)
In this example below, the interactions are sorted by Average Handle Time, from high to low. You also have the option to sort low to high or based on other factors such as Predicted Resolution or Predicted Satisfaction to prioritize specific insights.
Run Queries in OI-Q
Select and Analyze an Interaction
Click on the interaction to see that interactions metrics and also view the transcript on the right side.
Click on Summary Stats for information about the specific interaction
Pre-Defined and Custom Prompts
OIQ 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.
Example Query: "What issue did the customer experience with Two-Factor Authentication?"
Best Practices for Queries:
Be as specific as possible.
Limit responses to a certain word count (e.g., "Limit to 20 words").
Ensure queries align with customer pain points to extract the most useful insights.
Example: If customers report login issues, you can ask, "Did the customer mention receiving an error message?"
What to learn more about OI-Q prompting? Click here for more information.
Multi-Interaction Analysis
OI-Q supports bulk analysis across multiple interactions. You can:
Select multiple conversations using the multi-select option
Run a single query across all selected interactions
Download the results as a CSV file for deeper analysis
OI-Q at the Agent Level
Supervisors and analysts can use OI-Q to assess agent performance:
Navigate to the Agent Performance page.
Select Approach two: Review agent performance by metric and hit Show me how
Select an agent
Click View Data Sample.
This view follows the same process as Root Cause, Inquiry, or Sub-Inquiry analysis, but with the added ability to drill down to the agent level.
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:
Filter the agent page to only show specific inquiries they handled.
Run OI-Q queries to highlight performance trends.
Extract coaching insights to help the agent improve.
Example: If an agent is struggling with empathy, a supervisor can filter interactions for sentiment analysis and run OIQ to summarize key coaching points.
What to know more about OI-Q prompting? Check out our OI-Q support article.