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Getting Started 35 min
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Overview 10 min
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Overview and Permissions 10 min
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Administration 30 min
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Datasets and Workspaces 30 min
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Categories 30 min
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Creating Categories 25 min
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Optimizing Categories 20 min
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Configuration 47 min
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Language Model 35 min
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Analytics Reports 15 min
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Topic AI Editor 20 min
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Auto Discovery 20 min
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Enlighten Behaviors 20 min
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Analyzing Compliance 20 min
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Analyzing Sentiment 20 min
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The Value of Enlighten AI for Interaction Analytics 10 min
- Training Satisfaction Survey
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Training Satisfaction Survey
Interaction Analytics
This course provides a comprehensive introduction to and deep dive into NICE CXone Interaction Analytics (IA) covering everything from initial setup to advanced AI-driven analysis.
This course provides a comprehensive introduction to and deep dive into NICE CXone Interaction Analytics (IA) covering everything from initial setup to advanced AI-driven analysis. Learners will start by exploring the IA interface, user roles, and core navigation, then progress through essential configuration topics such as permissions, administration, datasets, and workspaces.
The course builds practical skills in organizing and optimizing Categories including creating, editing, discovering, and applying out of the box templates alongside Language Model customization covering company profiles, sentiment tuning, transcript corrections, and routing configurations.
As learners advance, they will explore powerful AI features including Topic AI, AutoDiscovery, and Enlighten Behaviors, gaining hands-on experience with AI-driven insights, soft-skill agent scoring, and customer satisfaction modeling. The course also covers targeted analytical use cases such as compliance analysis, sentiment analysis, and Analytics Reports available across the CXone Mpower platform.
By the end of this course, learners will be equipped to configure, manage, and leverage Interaction Analytics to uncover actionable business insights, improve agent performance, and enhance the overall customer experience.