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AutoInsights Documentation

Profanity

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Profanity Analysis Dashboard Documentation

This tutorial explains how to use the Profanity Dashboard to monitor customer frustration, track inappropriate language in calls, and identify areas for service improvement.

1. Profanity by Call Volume (Bar Chart)

  • Shows categories where profanity occurs most often.
  • Example categories: Customer Service, Policy Management, Sales Support, Claims Processing, Technical Support are shown.
  • Each bar: volume of profanity incidents within that category.

👉 Purpose: Helps identify which areas of business generate the highest customer frustration.

Profanity by Call Volume

2. Words by Call Count (Word Cloud)

  • Displays the most frequently used profanity words.
  • Larger words: higher frequency.

👉 Purpose: Provides quick visibility into the type of language customers use most often.

3. Detailed Worksheet (Data Table)

Each row represents a specific call where profanity was detected:

  • Call Date & Time, Call ID, Agent Name
  • Rule Words → Profanity word detected
  • Category & Subcategory
  • Topic Explanation → Subject or focus of the call.

👉 Purpose: Allows managers to review specific calls, identify root causes, and coach agents accordingly.

Profanity-Detailed-Worksheet

4. Profanity by Category, Subcategory, and Topic (Pie Chart)

  • Displays distribution of profanity across detailed categories.
  • Larger slices = higher occurrence.
  • Example: Customer query resolution shows highest profanity usage compared to other subcategories.

👉 Purpose: Helps link profanity incidents directly to specific processes or service types.

Profanity by Category, Subcategory and Topic 1 & 2
Profanity by Category, Sub-category and Topic

✅ How to Use This Dashboard

  1. Check Profanity Call Volume → Identify categories with high frustration.
  2. Analyze Word Cloud → Understand emotional triggers and type of language used.
  3. Review Data Table → Deep dive into individual cases for QA and training.
  4. Study Pie Chart → Pinpoint exact subcategories/topics where issues arise.

Who Should Use This Dashboard?

  • Customer Experience Teams: To detect pain points in service.
  • Sales & Support Managers: To train agents on de-escalation techniques.
  • Quality Assurance Teams: To monitor call handling professionalism.
  • Leadership Teams: To identify recurring problems causing customer anger.
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