Good afternoon, 

We have completed an analysis of interactions with no topics based on trending agents in either topics or silence or both. The result was that 60% of the agents identified as potential agent behavior were confirmed to require coaching or further action. Digging into this bucket of interactions did require some creativity ... :)

High level details

• Incoming interactions
  • Agent trend view report created with appropriate columns
    • Stack ranked by
      • Silence
      • No topics
  • Moved to Content search
    • Searched agents in content search focusing on calls with no topics in topics/internal topics. 
      • Internal is the best indicator as customers do speak during wait for agent.
  • Listened to interactions matching no topics hitting ((-) as a result)

Has anyone in this group had success with using silence as a metric? 

Hello Glenda,

That's an interesting idea. Hopefully someone else who has done this will reply to your post.