Issue Resolution – Deep Dive

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Issue Resolution Deep Dive – Dashboard Tutorial

This dashboard provides a comprehensive analysis of calls where issues were not resolved, focusing on upstream causes, agent actions, downstream quality gaps, and performance trends over time. It is designed to help stakeholders identify process limitations, agent behavior patterns, and quality risks that impact resolution outcomes.

1. # Calls by Upstream Issue and # Calls by Final Agent Action

# Calls by Upstream Issue

This section categorizes unresolved calls based on their root (upstream) causes. It highlights systemic or external factors that prevent successful resolution, such as:

Process or policy limitations
Business process breakdowns
Customer-related factors
Product or system-related issues

The donut chart displays the total number of affected calls and the proportion contributed by each upstream issue. This helps identify whether unresolved calls are primarily driven by policy constraints, operational gaps, or system limitations.

# Calls by Final Agent Action

This visualization focuses on what action the agent took at the end of the call, such as:

Guidance provided
Follow-up actions or message passing
Call transfers
Scheduling future actions
Escalations or technical support

By comparing final agent actions against unresolved outcomes, this section helps assess whether agent responses are aligned with resolution opportunities or constrained by upstream factors.

2. Downstream Issues in Unresolved vs Resolved Calls and Downstream Issues by Agent

Downstream Issues in Unresolved vs Resolved Calls

This bar chart compares quality-related downstream issues between unresolved and resolved calls. The key quality dimensions include:

Empathy
Professionalism
Understanding
Friendliness

The comparison highlights how unresolved calls tend to show a higher percentage of quality gaps, indicating that downstream behaviors may compound upstream issues.

Downstream Issues by Agent

This chart breaks down downstream issues at the individual agent level. It shows how frequently each agent received “No” scores across quality dimensions.

This view is particularly useful for:

Targeted coaching and training
Identifying consistent performance risks
Distinguishing systemic issues from individual skill gaps

3. Call Categories Analysed by Upstream Issue

This section analyzes unresolved calls across different call categories, such as:

Billing and Payments
Claims and Incidents
Complaints and Risk Management
Onboarding and Policy Setup
Product Issues and Upgrades
Telematics and Driving Behavior
Other miscellaneous categories

Each category is shown with its associated upstream issues, allowing users to understand which types of calls are most impacted by policy, process, or system limitations. This insight supports prioritization of policy reviews and process improvements by business area.

4. Detailed Explanation

The detailed table provides call-level transparency and context. Each row includes:

Call date and call ID
Agent name
Identified upstream issue
Explanation of the upstream limitation
Final agent action taken
Explanation of the agent’s action
Friendliness indicator and explanation

This section is critical for:

Audit reviews
Case investigations
Training examples
Root-cause validation

It connects high-level analytics with real call behavior.

5. Downstream Listener Trends – CX Auto QA Listeners Scored “No” as a % of Call Volume

This trend analysis shows how often CX Auto QA listeners scored “No” over time for key downstream quality dimensions:

Empathy
Professionalism
Understanding
Friendliness

The line chart tracks changes month over month, making it easier to identify:

Quality deterioration or improvement
Impact of training initiatives
Emerging risks in customer experience

An upward trend indicates growing quality concerns, while stabilization or decline suggests improvement.

6. Upstream Issue Trends

This section tracks upstream issue volumes over time, segmented by issue type, including:

Process or policy limitations
Business process breakdowns
Customer-related factors Product or system-related issues

The trend view helps stakeholders understand whether unresolved issues are increasing, stabilizing, or declining, and whether corrective actions are having a measurable impact.

Conclusion

The Issue Resolution Deep Dive dashboard combines upstream root causes, downstream quality signals, agent behavior, and trend analysis into a single, actionable view. It enables leadership and quality teams to:

Identify systemic barriers to resolution
Improve agent effectiveness through targeted coaching
Track quality performance over time
Prioritize process and policy improvements

This dashboard supports data-driven decisions aimed at improving resolution rates and overall customer experience.