Analytics | Cross-Tab Phrase Intersections dashboard

The Analytics | Cross-Tab Phrase Intersections dashboard enables analysts to find contacts where two or more phrase categories or phrases co-occurred in the same interaction. Rather than looking at each phrase category in isolation, this dashboard answers the question: “Which contacts had hits in both of these categories at the same time?” It is designed for advanced phrase analysis, enabling discovery of interaction patterns that would be invisible when reviewing categories independently.

NOTE This dashboard is a logical AND tool — it surfaces contacts that match multiple phrase criteria simultaneously, not contacts matching either criterion. For single-category analysis, use Analytics | Contact Center Quality.

This dashboard is designed for Analytics Specialists and Quality Managers who are conducting advanced phrase intersection analysis. It requires familiarity with your organisation’s phrase category taxonomy. It is particularly useful for root cause investigation, compliance monitoring, and discovery of complex interaction patterns.

Questions this dashboard helps answer:

Which contacts had phrase hits in both Category A and Category B?
Which contacts had hits in both Phrase X and Phrase Y?
Which categories most frequently co-occur with a selected category?
Which contacts match a combination of categories while excluding a third?
How many contacts matched a phrase combination, and which agents handled them?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view Analytics data.
You must have access to the Contacts, Phrase Usage – CrossTab, and Phrase Usage datasets.
Phrase categories must be defined and transcription must be enabled.

Page location

Insights > Dashboards > Analytics | Cross-Tab Phrase Intersections

Dashboard layout

The dashboard contains the following sheets:

Sheet	Description
Category vs Category	A heatmap showing the contact count intersection of two selected phrase categories, with supporting bar charts for each dimension and a contact list. Use to discover which category pairs co-occur most frequently.
Category vs Phrase	A heatmap showing the intersection of a phrase category (rows) with individual phrases from another category (columns). Use to drill from category-level to phrase-level intersection analysis.
Phrase vs Phrase	A heatmap showing the intersection of two individual phrases selected from their respective categories. The most granular intersection view.
Exclude by Category	Finds contacts that did NOT have phrase hits in the selected categories — the logical complement of the intersection views. Use to find contacts where specific phrase categories were absent.
Exclude by Phrase	Finds contacts that had hits in the selected phrase categories but did NOT match specific excluded phrases within those categories.
FAQ	Built-in guidance from the dashboard authors explaining the intersection logic and use cases.

Controls and filters

Phrase Categories – Rows (drop-down) — Category vs Category / Category vs Phrase

Selects the phrase category to display on the rows of the heatmap. This is the first dimension of the intersection.
Phrase Categories – Columns (drop-down) — Category vs Category / Category vs Phrase / Phrase vs Phrase

Selects the phrase category to display on the columns of the heatmap. This is the second dimension of the intersection.
Phrases – Columns (drop-down) — Category vs Phrase / Phrase vs Phrase

Selects the specific phrase(s) to display in the columns dimension when drilling to phrase level.
Phrases – Rows (drop-down) — Phrase vs Phrase

Selects the specific phrase(s) to display in the rows dimension.
EXCLUDE Categories / EXCLUDE Phrases (drop-downs) — Exclude sheets

Selects the categories or phrases to exclude from the matched contact set. Contacts returned will have had hits matching the inclusion criteria but NOT the exclusion criteria.

Procedures

Find contacts matching two phrase categories

Navigate to the Category vs Category sheet.
Select the first category from Phrase Categories – Rows.
Select the second category from Phrase Categories – Columns.
Review the heatmap cell at the intersection of the two categories.
Review the Contact List pivot table to see the specific contacts.
Click contact URLs to open records for review.

Use this to:

Discover contacts where two risk factors co-occurred (e.g. escalation + complaint).
Identify patterns in interaction types that standard single-category analysis would miss.

Find contacts with a specific phrase combination while excluding another

Navigate to the Exclude by Category or Exclude by Phrase sheet.
Configure the inclusion criteria using the category/phrase dropdowns.
Select the categories or phrases to exclude.
Review the # Matched Contacts KPI and the contact list.

Use this to:

Isolate a specific interaction pattern while removing noise from related but distinct patterns.
Build precise contact populations for targeted evaluation or analysis.

Key metrics

Metric	Definition	How to use it
Sheet: Category vs Category
Intersection Heatmap	A heatmap where each cell represents the count of contacts that had phrase hits in both the row category and the column category simultaneously.	Identify which category pairs have the highest co-occurrence. High intersection counts between unexpected categories may reveal undocumented interaction patterns or compliance risks.
Row / Column Category Bar Charts	Bar charts showing the contact count for each category independently (not intersected), for context.	Use to understand the base rate of each category before interpreting the intersection. A high intersection between two high-volume categories may be less significant than a high intersection between two low-volume ones.
Sheet: All heatmap sheets
Contact List (pivot table)	A list of the specific contacts that match the selected intersection criteria, with Contact ID, URL, Contact Start Time, Group, Team, and Agent.	Use to review the actual contacts matching your intersection criteria. Click contact URLs to open records for evaluation or investigation.
Total # Contacts Taken (KPI)	The total contact count in scope for context.	Use to assess what proportion of total contacts matched the intersection criteria.
Sheet: Exclude by Category / Phrase
# Matched Contacts (KPI)	The count of contacts matching the inclusion criteria while not matching the exclusion criteria.	Use to size the population of contacts that fit a complex phrase pattern. Larger populations may warrant automated evaluation or targeted sampling.

Data notes

Data is sourced from the Contacts, Phrase Usage – CrossTab, and Phrase Usage datasets. The CrossTab dataset is purpose-built for intersection analysis and is separate from the standard Phrase Usage dataset.
The intersection logic is a logical AND: contacts must have phrase hits in all selected categories/phrases to appear. It is not an OR or fuzzy match.
The Exclude by Category/Phrase sheets use a logical AND NOT: contacts must match the inclusion criteria AND must NOT match the exclusion criteria.
The FAQ sheet contains additional technical explanation of the intersection logic from the dashboard authors.