Conversation Topics & Categories

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Video Duration: 2m : 58s

Conversation Analysis Dashboard – User Tutorial

1. Introduction

The Conversation Analysis Dashboard is a visual reporting tool that helps teams understand what customers are talking about during calls. It breaks down calls into categories, subcategories, and topics, showing key insights such as issue resolution, repeat calls, customer satisfaction (CSAT), and Net Promoter Score (NPS).

This dashboard is designed for:

Customer Service Managers – to identify top customer concerns
Quality & Training Teams – to coach agents effectively
Operations & Workforce Teams – to balance workloads
Leadership Teams – to track overall customer experience trends

2. Category & Sub-Category Relationship (Flow Chart)

A Sankey-style chart shows the flow from broad categories (e.g., Customer Service, Policy Management) to specific subcategories (e.g., Policy renewal, Claim updates).

Thicker flows = more calls.
Helps identify the main drivers of conversations.

3. Visual Charts

3.1 Calls by Category & Subcategory (Bar Chart)

Shows which sub-categories generate the most call volume.

How to use: Spot the biggest issues customers face most often.

3.2 Calls by Time (Stacked Chart)

Breaks down calls by category across dates.

How to use: Detect spikes (e.g., billing cycles, product launches).

3.3 Category Breakdown

A visual share of call distribution by subcategory.

How to use: Quickly see which issues dominate overall calls.

3.4 Calls by Agent (Stacked Bar)

Shows distribution of categories across different agents.

How to use: Identify workload imbalances and training needs.

3.5 Topics of Calls (Pie Charts)

Primary Topic: Main reason for the call.
Secondary Topic: Additional concerns raised during the same call.
How to use: Understand not only why customers call but also related issues.

4. Detailed Root Cause Tables

4.1 By Agent

Shows a breakdown of calls with details such as:

Call ID, Date, Duration
Agent Name
Category & Subcategory
Topics and explanations
Issue resolution status
Summary of the call

How to use:

Investigate repeat calls
Coach agents using real examples
Identify process-level gaps

5. AI Wrap Code to Category Relationship

Shows how AI Wrap Codes (left) map to Business Categories (right).

Left = AI Wrap Codes (Claims, Servicing, Retention, Sales, Other, Null).
Right = Standard Business Categories (Claims & Incidents, Billing, Policy Management, etc.).
Lines show connections; thicker lines = higher volume.

Ensures calls are categorized correctly for better insights, reporting, and customer service.

6. How to Use the Dashboard – Step by Step

Start with KPIs → Get a snapshot of overall call volume, resolution, and agent coverage.
Check the Category Flow → See which broad areas (e.g., Policy, Customer Service) dominate.
Use Filters → Narrow down to unresolved calls, repeat calls, or low CSAT cases.
Review Charts → Identify trends over time, agent workload differences, and top topics.
Drill into Details → Open the root-cause table to read specific call summaries and explanations.
Take Action → Use insights for training, process improvements, and customer communication updates.

7. Key Benefits

Faster Insights: Quickly identify top customer pain points.
Reduced Repeat Calls: Spot unresolved drivers and fix them.
Agent Improvement: Provide targeted feedback with real call evidence.
Operational Efficiency: Balance workloads and improve scheduling.
Customer Satisfaction: Link insights directly to CSAT/NPS outcomes.

✅ This tutorial helps any first-time user understand what the dashboard shows, how to read it, and how to take action from it.