Customer Insights

Modified on Wed, 14 Feb 2024 at 09:34 AM

Purpose

Search for any customer account or company grouping that you may have set up, and get key statistics and insights about them in a detailed profile page.


Summary

Think of this as your Console view for an individual or individual account. Begin by searching for an Individual Reporter (from a customer account), a specific Account, a Virtual Account, or a Virtual Group you may have created.  Insights will differ depending on what you searched on.







Customer Insights

Begin by searching for an account, individual user, Virtual Account or Virtual Group. Once you begin typing, filters will appear to allow you to refine your search. When you select an entry, a dashboard is created for the individual reporter, the account, Virtual Account or Group you selected. Your most recent searches are book marked for you at the top of the page, under the Search section.


Insights Layout

The layout is the same regardless if you are viewing an individual, an individual or virtual account, etc. The basic layout includes:

  1. Date range selector
  2. Configurable case list
  3. Interactive charts
  4. Tabs at the top that group cases together based on escalation status, sentiments, feature requests and more
  5. Charts will update based on the tab you select and all are interactive


NOTE: If you are looking for comprehensive information about a particular account, make sure to check your Global Filters as they might filter out relevant data, depending on how you have configured them.




Types of Insights

Here is a brief summary of the contents within the dashboards based on the type you have selected:

  • Individual Customer Account: provides an overview of total number of cases; escalations; number of cases that need attention; have negative | positive sentiments; number of features requests; types of issues that have encountered, etc. You are also able to view any customer comments that have been added by anyone and are provided a graphical breakdown of cases by resolution.


  • Individual Reporter: summarizes how many cases that person has reported; escalations; number of cases that need attention; have negative | positive sentiments; number of features requests; types of issues that have encountered, etc. You also see how long this person has been active in the system and can add notes for Agents / Engineers they will be able to see when working on a case for this individual. As with Customer Accounts, you also see a breakdown of cases by resolution.  You will need to expand a case from the center column to display the account for this individual.


  • Virtual Account:  provides an overview of total number of cases; escalations; number of cases that need attention; have negative | positive sentiments; number of features requests; types of issues that have encountered, etc. You are also able to view any customer comments that have been added by anyone and are provided a graphical breakdown of cases by resolution.


  • Virtual Group: provides an overview of total number of cases; escalations; number of cases that need attention; have negative | positive sentiments; number of features requests; types of issues that have encountered, etc. You are also able to view any customer comments that have been added by anyone and are provided a graphical breakdown of cases by resolution.


The list of charts that are displayed for any one of the searches you perform include:

  1. Case Resolution
  2. Component
  3. Category (these may change based on configuration)

Chart Interactivity

You can take actions on charts directly. The primary options available are:

  1. Review additional details, such as the standard SLA time frames or explanation of Sentiment Score
  2. Open the Case list from the percentage point (%) of cases reflected in the chart



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