Reporting on Contact Drivers
Updated
You can create reports on contact drivers by using standard metrics and dimensions. Furthermore, you can integrate custom metrics available within the Social Analytics data source to enrich the comprehensiveness and precision of your contact driver reports.
Dimensions for Contact Driver Analysis Reports
Name | Description |
Conversation Intent | Identifies all contact drivers detected across case interactions, including primary, root cause, and contact driver. |
Conversation Intent's Model | Name of the contact driver model used to detect contact drivers. |
Conversation Intent Id | Unique ID linked to the case interaction where contact drivers are detected. |
Conversation Intent L1 Group | Contact driver group detected at the L1 level within a case interaction. |
Conversation Intent L2 Group | Contact driver group detected at the L2 level within a case interaction. |
Conversation Intent L3 Group | Contact driver group detected at the L3 level within a case interaction. |
Conversation Intent L4 Group | Contact driver group detected at the L4 level within a case interaction. |
Conversation Intent L5 Group | Contact driver group detected at the L5 level within a case interaction. |
Conversation Intent L6 Group | Contact driver group detected at the L6 level within a case interaction. |
Conversation Intent L7 Group | Contact driver group detected at the L7 level within a case interaction. |
Conversation Intent L8 Group | Contact driver group detected at the L8 level within a case interaction. |
Conversation Intent L9 Group | Contact driver group detected at the L9 level within a case interaction. |
Conversation Intent L10 Group | Contact driver group detected at the L10 level within a case interaction. |
Metrics for Contact Driver Analysis Reports
You can utilize any standard or custom metrics available in Social Analytics to create widgets, such as Case Count, Predicted CSAT Score, and Case Duration.
Sample Widgets
Top Contact Drivers
This widget provides a concise overview of the main reasons behind customer interactions. It categorizes these drivers into positive, neutral, and negative sentiments, offering insights into the nature of customer feedback or inquiries.
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Top Trending Issues
This widget displays the most prominent contact driver groups along with the corresponding case count where these drivers were identified.
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Average Handling Time per Contact Driver
This widget displays the average duration it takes for customer service representatives to resolve issues associated with each contact driver. By analyzing this metric, you can gain insights into the efficiency of handling different types of customer inquiries or concerns.
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