CX KPIs-Scores, Trends & Topics

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CX KPIs Scores Trends & Topics Dashboard Documentation

(Call Centre only)

This tutorial explains how to read and understand each section of the analytics dashboard. The dashboard is designed to track call performance, issue resolution, repeat calls, and customer dissatisfaction trends.

1. Issue Resolution Section

Overall Resolution %: Shows percentage of resolved issues (e.g., 52%).
Issue Resolution by Agent: Compares agent performance in resolving customer issues.
By Category & Subcategory: Breaks down resolutions (e.g., Customer Query, Sales Inquiry).
Over Time: Tracks resolution improvements or declines daily/weekly.

Purpose: Helps managers track efficiency of agents and identify areas needing improvement.

2. Issue Not Resolved Section

By Category & Subcategory Over Time: Shows which issues remain unresolved and when.
By Topic (Pie Chart): Visual breakdown of the most common unresolved issues (e.g., Customer query resolution, Policy explanations).

Purpose: Identifies recurring issues and pain points that need process improvement.

3. Repeat Calls Section

Repeat Call %: Percentage of customers calling again for the same issue (e.g., 21%).
By Agent: Identifies agents with repeat calls.
By Category & Subcategory: Highlights areas where customers needed multiple follow-ups.
Over Time: Trend line of repeat calls daily/weekly.
By Topic (Pie Chart): Root causes of repeat calls (e.g., Customer query resolution).

Purpose: Reduces inefficiencies by identifying reasons customers are not satisfied in the first call.

4. Expression of Dissatisfaction Section

Overall %: Percentage of calls where customers expressed dissatisfaction (e.g., 36%).
By Agent: Shows which agents received more dissatisfaction flags.
By Category & Subcategory: Identifies dissatisfaction triggers (e.g., Sales Inquiry handling).
Over Time: Trends of dissatisfaction across the reporting period.
By Topic (Pie Chart): Key areas where dissatisfaction occurs.

Purpose: Improves customer experience by monitoring frustration levels and agent handling.

5. Detailed Explanation Tables

Each table provides a breakdown of:

Call Date, Call ID, Duration, Agent Name.
Issue Resolution: Whether the problem was solved.
Explanation: Reason for issue resolution or failure.
Topic: The main subject of the call (e.g., payment, policy coverage).

👉 Purpose: Gives managers case-level insights into what went wrong or right.

✅ How to Use This Dashboard

Start at the Top: Look at total calls and resolution rate for a quick snapshot.
Check Trends: Review Issue Resolution and Dissatisfaction graphs over time.
Agent Insights: Compare agent performance to spot training needs.
Dig Deeper: Explore unresolved and repeat call sections for root causes.
Take Action: Use the “Top Ranked Subcategories” to prioritize improvements.