Interaction Intensity measures the emotional load and tension an agent manages during a conversation. Lower scores are better.
Interaction Intensity is not a measure of customer satisfaction, task complexity, or conversation length.
Interaction Intensity Scale
1 — Minimal: a calm, routine interaction with a cooperative client.
2 — Low: mild frustration or minor awkwardness without conflict.
3 — Moderate: the agent must actively manage emotions or deliver unwelcome news.
4 — High: open conflict or strong emotional pressure directed at the agent.
5 — Critical: verbal aggression, personal threats, or acute client distress.
Enter, Exit, and Peak Intensity
Enter intensity — the score at the beginning of the conversation.
Exit intensity — the score at the end of the conversation.
Peak intensity — the highest score reached at any point.
Peak intensity is always equal to or higher than both the Enter and Exit scores.
Interaction Intensity Breakdown
Add the Interaction Intensity Breakdown table to compare results by agent or topic. Summary values such as total conversations, average enter, average exit, average peak, and intensity change are available through separate Value Meter widgets.
Group by Agent or Topic
Agents — one row per agent.
Topics — one row per topic with aggregated intensity metrics.
Each row shows the agent or topic name, number of conversations with intensity data, average enter score, average exit score, and percentage change.
A negative change means the conversation was de-escalated and is shown in green. A positive change means escalation and is shown in red.
Filter Topics
When grouped by Topics, use the topic filter in the name column header. It follows the same process as the topic filter in CSAT Breakdown.
Open the Detail Panel
Select an agent or topic row to see:
Conversations analysed
Average enter intensity
Average exit intensity
Intensity change
Below the summary, Enter intensity and Exit intensity distribution tables show counts and percentages for scores 1–5. The Exit table also shows the change from the enter distribution.
Drill Down to Conversations
Select a score row in an Enter intensity or Exit intensity distribution to open the matching conversations. Drill-down is not available for the Unassigned topic.
Interaction Intensity Dynamics Board
When intensity data is available, Ender Turing automatically creates the read-only Interaction Intensity Dynamics board. If the board is missing, intensity summaries have not yet been generated for the available data.
The managed board cannot be edited, archived, or deleted. To create an editable version, create a custom board and add the required intensity widgets.
Intensity Flow Diagram
The Enter to exit intensity chart is a Sankey-style flow diagram:
The left side shows the distribution of Enter intensity scores.
The right side shows the distribution of Exit intensity scores.
Flows connect Enter scores with corresponding Exit scores and are sized by conversation volume.
Flows moving from higher scores on the left to lower scores on the right indicate de-escalation. Movement toward higher scores indicates escalation.
Filter Conversations by Intensity
The Intensity filter in Conversations supports conditions for both Enter and Exit intensity.
Operators: greater than, equal to, or less than.
Values: 1–5.
For example, combine a high Enter intensity condition with a lower Exit intensity condition to find conversations where agents successfully de-escalated tension.