Contact Drivers at a Glance

Open

Purpose: Your launchpad for understanding why people are calling
Main Metrics/Measures: Contact Driver Groups; Contact Driver Subcategories; Contact Driver Sub-Sub-Categories
Chart Purposes:
Donut Chart: Easily identify the dominant contact driver group by the size of the slice. (Note: Slices are also ordered clockwise from highest to lowest). | Hover over a slice to discover more about that group. | Right-click a slice and follow the prompts to drill-through to a page that focuses on just that group. | Use the top right button to sort the chart by Handle Time instead of Volume, if AHT is your interest
Line Chart: Spot any time-specific trends, if any.
Bar Chart List: Discover the sub- and sub-sub-categories of the groups, to flesh out your understanding. | Use the ‘+' and '-’ buttons to open or close the sub-groups

Open

Purpose: Contextualize and analyze a particular Contact Driver
Main Metrics/Measures: Contact Driver Categories | Contact Driver Subcategories | Contact Driver Sub-Sub-Categories | Annual Cost | AHT | Repeat Contact Rate | Av. Agent Score | Sentiment
Chart Purposes:
KPI Cards: Benchmark this Contact Driver group (teal) against the rest (blue) to see whether any of the metrics are unexpected or unusual
Decomposition Tree: Click each branch to expand and learn more about its connections | Hide or swap the metrics being displayed on the tree | Use the top left button to sort the chart by Handle Time instead of Volume, if AHT is your interest | Use the ‘x' button next to the column label or the '+’ button next to a branch to add or subtract attributes to examine
Recent Examples List: Read a list of specific examples from recent calls, and follow the link to view all calls if needed. The displayed sentence is a unique per-call reason explaining what drove the customer to make contact.

Repeat Contact Drivers at a Glance

Purpose: Your launchpad for understanding why people are calling back
Main Metrics/Measures: Repeat Contact Driver Groups | Contact Driver Groups | Contact Driver Subcategories | Contact Driver Sub-Sub-Categories
Chart Purposes:
Donut Chart: Easily identify the dominant Repeat Contact Driver group by the size of the slice. (Note: Slices are also ordered clockwise from highest to lowest). | Hover over a slice to discover more about that group. | Right-click a slice and follow the prompts to drill-through to a page that focuses on just that group. | Use the top right button to sort the chart by Handle Time instead of Volume, if AHT is your interest
Line Chart: Spot any time-specific trends, if any.
Bar Chart List: See what Contact Drivers are closely associated with this Repeat Contact Driver to flesh out your understanding. | Use the ‘+' and '-’ buttons to open or close the sub-groups

Purpose: Contextualize and analyze a particular Repeat Contact Driver
Main Metrics/Measures: Repeat Contact Driver Groups | Contact Driver Groups | Contact Driver Subcategories | Contact Driver Sub-Sub-Categories | Annual Cost | AHT | Repeat Contact Rate | Av. Agent Score | Sentiment
Chart Purposes:
KPI Cards: Benchmark this Repeat Contact Driver group (teal) against the rest (blue) to see whether any of the metrics are unexpected or unusual
Decomposition Tree: Click each branch to expand and learn more about its connections | Hide or swap the metrics being displayed on the tree | Use the top left button to sort the chart by Handle Time instead of Volume, if AHT is your interest | Use the ‘x' button next to the column label or the '+’ button next to a branch to add or subtract attributes to examine
Recent Examples List: Read a list of specific examples from recent calls, and follow the link to view all calls if needed. The displayed sentence is a unique per-call reason explaining what drove the customer to call back.

Contact Drivers List

Purpose: Access a list of calls, and filter them if needed
Main Metrics/Measures: Agent Name | Call Date | Handle Time | Call Summary | QA Score | Dissatisfaction Group | Contact Driver Group
Chart Purposes:
Filter Component: Filter the table to only feature particular category groups
Search Component: Search the table fields for a particular word or phrase
Table Component: View a tabulated list of results
Link: View this particular record in Wordbench