| Business Drivers | Documentation Link | Notes | Estimated Reading Time |
Gain insight into how your customers feel about a myriad of things | Customer Insights | Think of this as your Console for an individual or a customer. | 5 |
| Improve your understanding of your customer's perception of our organization | Keywords and Trends | Compare keyword patterns with Sentiments detected, products, operating systems, regions and more. | 5 |
| Improve the quality of the Support organization | Agent Insights | Review key statistics on agent performance and handling of incidents. | 5 |
| Reduce overall costs per case | Operational Metrics | 5 | |
| Proactively address escalations in customer support | Patterns and Outliners | 5 | |
| Review at-risk customers | Sentiments | Check out the short tutorial on Sentiment Scores. | 3 |
| Improve ability to analyze customer sentiment accurately | Determine your organization's baseline sentiment and attention | 5 |
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