Interaction Phase Analysis helps you understand how interaction time is distributed across different stages of a customer conversation directly from the Conversational Analytics mobile app.

By breaking down interaction duration into distinct conversation phases, you can identify where agents spend the most time, such as customer verification, troubleshooting, hold periods, or resolution activities. This visibility helps contact center managers, supervisors, and analysts identify process bottlenecks and coaching opportunities without leaving the mobile experience.

Benefits

Interaction Phase Analysis helps you:

• Analyze how interaction time is distributed across conversation phases.
• Identify lengthy verification, troubleshooting, or hold periods.
• Understand agent effort across the customer journey.
• Review phase-level performance from a mobile device.
• Drill down into conversation messages associated with specific phases.

Access Interaction Phase Analysis

1. Open a case in the mobile app.
2. Navigate to the Case Analysis tab.
3. Select the Interaction Duration widget.

The mobile app opens the Interaction Duration analysis view.

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Switch Between Duration Views

The available views depend on the interaction type.

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Voice Interactions

For voice cases, you can switch between:

• By Phase
• By Talk Time

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Digital Interactions

For digital cases, you can switch between:

• By Phase
• By Wait Time

Use the chart switcher at the top of the Interaction Duration screen to change the analysis view.

Analyze Interaction Duration by Phase

Select By Phase to view a phase-based duration breakdown.

The app displays a horizontal bar chart showing time spent in each detected interaction phase.

Each bar represents the total duration associated with a phase.

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Supported Interaction Phases

The phase chart can include the following interaction phases:

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Example

The chart may indicate that:

• Most time was spent in Troubleshooting / Triaging.
• Verification required only a short duration.
• Closure activities consumed a moderate amount of time.

This helps identify which parts of the interaction contribute most to handling time.

View Phase Analysis Details

The phase analysis screen contains up to three sections.

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Overall

The Overall view displays the total duration spent in each phase across the interaction.

This view provides a high-level understanding of the conversation flow.

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By Agent

The By Agent view displays phase durations for each participating agent.

Select the Agent icon to open agent-specific phase analysis.

For each agent, the app displays:

• Agent name
• Phase-wise duration breakdown
• Bar chart visualization of time spent in each phase

Expand an agent card to review the complete phase distribution for that agent.

This view helps you compare how different agents contributed during a conversation.

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Unassigned

The Unassigned section displays phase durations that couldn't be attributed to a specific agent.

The section appears only when unassigned phase data exists.

Drill Down into Conversation Messages

You can investigate individual phases directly from the chart.

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View Messages for a Phase

1. Open the By Phase chart.
2. Select a phase bar.

The app opens the Conversation Timeline and highlights the messages associated with that phase.

This allows you to review the specific interaction content that contributed to the selected phase duration.

Example

• Selecting Troubleshooting / Triaging highlights messages exchanged while the issue was being investigated.

• Selecting Customer Verification / Validation highlights messages used to authenticate or validate the customer.

Bot and Agent Timeline Behavior

Some interactions may contain both bot and agent conversations.

When the selected phase includes bot conversation activity:

1. The timeline opens at the earliest timestamp.
2. If the earliest activity belongs to a bot conversation, the timeline initially opens in bot view.
3. Message highlighting isn't displayed in bot view.
4. Switch to the agent view to see highlighted messages associated with the selected phase.

Analyze Talk Time for Voice Interactions

For voice interactions, select By Talk Time to view talk-time distribution metrics.

The chart displays overall voice engagement across the interaction, including metrics such as:

• Customer Talk Time
• Agent Talk Time
• Other supported talk-time measurements

This view helps determine who spent the most time speaking during the interaction.

Analyze Wait Time for Digital Interactions

For digital interactions, select By Wait Time to view wait-time distribution metrics.

The chart displays overall wait-time measurements, including:

• Customer Waiting Time
• Agent Waiting Time

Use this view to identify delays between customer and agent responses.

Empty and Error States

The app displays specific messages when interaction phase data isn't available.