Content
Dashboard: Overall Tab
Open the Dashboard page from the main menu:
On the right side, you can see Tabs: Main, Overall, and Compare. Click Overall to open the Overall Dashboard Tab:
Tag Trend Chart
The Tag trend chart represents the frequency of Tags occurrence in the conversations.
It means each day how many conversations have a particular Tag. Trend gives a possibility to track the day-to-day changes in conversations with Tag.
For financial companies, it is important to track that client verification of 100% of customer support calls. In the chart below, you can easily see a trend of % of calls with verification done:
Topic Trend Chart
The Topic trend chart represents the frequency of Topic occurrence in the conversations.
It means each day how many conversations were on a particular Topic. Trend allows tracking of the day-to-day changes of Topics present in calls/chats.
Silence Distribution Chart
The Silence Distribution Chart represents, on average, how much silence in the calls was observed in the Filter range.
From the chart below, you can see that for the selected period:
22% of calls have 0-10% of silence in them
39% of calls have 10-20% of silence in them
18% of calls have 20-30% of silence in them
The most important information from this chart is:
how many calls consisted of minimal silence (0-10%), as it is the first candidate for automation
how many calls consisted of a massive amount of silence (>50% if silence in the call), as this is the primary candidate for analyses to improve Contact Center metrics
Tag to Tag Heatmap Chart
Tag to Tag Heatmap Chart shows what Tags occurred in the same conversation (correlations between Tags in the same calls).
For example, calls with the Tag "Voicemail" do not have any additional Tags in the same calls, which is straightforward because the call finished when Agent understood that it was Voice mail.
On the other hand, in the calls where "Terms and Conditions" often discusses, "Summary" were presented.
Tags Overlapping Chart
Tags Overlapping Chart allows for comparing in detail Tags correlation shown in brief on Tag to Tag Heatmap Chart.
For example, in the chart below you can see how many calls where "Terms and Conditions" were discussed contain customer "Verification":
Agent in comparison to Average Chart
Comparison chart to see how the Agent compares to other agents of the same Team.
On the radar, there is some Tags (most often occurred) and metadata used for comparison.
Agent Tag Trend Chart
The Agent Tag trend chart represents the frequency of Tags occurrence in the conversations for the selected Agent.
It means each day how many conversations of a particular Agent have a specific Tag. Trend gives a possibility to track the day-to-day changes in conversations with Tag.
