Interaction Analytics

Agent Word & Character Counter

Average words and characters actually spoken by real agents, per interaction — for Cognigy scoping.

Credentials

Access key ID

Access key secret

Region

Quick Test · Single Segment

Sanity-check your credentials and one real segment ID before running a full file.

Segment / Interaction ID

Segment File

Select a CSV file with an InteractionId column (and optionally AutosummaryPrimaryIntentName for a breakdown by intent).

Run

0 / 0

Segments processed 0

Running total agent words 0

Running total agent characters (no spaces) 0

Running total client speaking time 0s

Agent

–

Avg agent words / segment

–

Avg agent characters / segment (no spaces)

Client

–

Avg client words / segment

–

Avg client speaking time / segment (s)

How to get your file

In CXone, open the Analytics app from the app grid (top-left icon), then click Analytics.
In the left-hand nav, go to My Data.
Either click Analyze New Data to create a new dataset, or open an existing dataset from the list.
Inside the dataset workspace, add the Interactions widget from the panel on the right-hand side (under Authors & Sources) into your workspace.
On the Interactions widget, open the Columns panel and make sure Interaction ID is checked — this is the column the tool reads from your file.
Use + Add Filters to narrow the widget down to just the interactions you want included (date range, channel, team, sentiment, etc.).
Open the widget's ⋮ menu (top right of the widget) and choose Export.
Upload that exported file in the Segment File section on the Run Analysis tab — every interaction in it is what gets counted.

The file just needs an InteractionId column — extra columns from the export are fine and will be ignored.