REPORT: Digitalisation

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Tutorial Documentation – Digitalization Dashboard Report

This dashboard provides a comprehensive view of customer service call digitalization, covering call types, complexities, recommended automation channels, and cost-benefit analysis.

1. Channel Distribution (Pie Chart)

Shows how customer calls are distributed across different automation or handling channels.
Channels include:
✔ Multi-Turn Voice Bot → Highest share, automating complex interactions.
✔ Live Agent Escalation → For cases requiring human expertise.
✔ Data Lookup (IVR) → Automated self-service for simple queries.
✔ Status IVR → Basic updates through interactive voice systems.

👉 Use this to see which channel handles the most calls and where automation is most effective.

2. Calls Complexity (Pie Charts by Call Type)

Each call type (Account Update, Billing Inquiry, General Question, Technical Support) is broken into:

Easy → Can be fully automated.
Moderate → Needs hybrid automation + agent.
Complex → Requires escalation to live agents.

👉 This helps prioritize automation for easy/moderate calls while reserving complex ones for human handling.

3. Calls Types (Bar Charts)

Two views are provided:

By Volume (Stacked Bar)
✔ Shows total number of calls for each call type (Account Update, Billing Inquiry, etc.).
✔ Highlights which categories generate the most workload.
By Subcategories (Detailed Bar)
✔ Breaks down calls into subtopics like Claim Status Update, Payment Setup, Policy Cancellation, Disputes, etc.
✔ Helps identify specific problem areas that can benefit from automation.

👉 This is the most powerful tool for spotting performance gaps across the team.

4. Worksheet – Call Level Data (Table)

A detailed breakdown of individual call analysis:

Call Date, Subcategory, Topic, Call Type → Context of the call.
Channel Suggested → Best-fit automation channel (IVR, Bot, Hybrid, or Live Agent).
Complexity Score → Easy, Moderate, Complex.
Resolution Success → Fully Resolved, Partially Resolved, Not Resolved.
Explanations → Why automation is or isn’t suitable.

👉 This acts as an audit log and a training reference for automation strategy.

5. Digitisation – By Category Cost Analysis (Bar + Line Graph)

Bars (Green) → Call volumes by subcategory.
Line Graph (Purple) → Automation performance scores.
Shows which categories:
✔ Have the highest volume (e.g., Claim Status Update).
✔ Deliver the biggest cost-saving potential with automation.

👉 Focus automation on high-volume + high-score categories for maximum ROI.

6. Monthly Operational and Cost Benefit (Table)

Provides a financial and efficiency breakdown for each call subcategory:

Volume → Number of calls.
Automation Score → Automation suitability (1–10).
Deflection Estimate % → % of calls automation can handle.
Avg Duration per Call (mins) → Handling time saved.
Cost Benefit (AUD) → Financial savings from automation.
Agent Hours Saved/Month → Efficiency gain.
Justification → Notes on automation feasibility.

👉 This table allows managers to quantify savings and prioritize automation investments.

✅ How to Use This Dashboard

Start with Channel Distribution → Understand overall call handling split.
Check Calls Complexity → Identify where automation can replace agents.
Review Call Types & Subcategories → See the biggest call drivers.
Use Call-Level Worksheet → Study individual case explanations.
Analyze Cost-Benefit Graph → Spot high ROI categories.
Review Monthly Cost Table → Track actual savings and justify rollout.

In Summary:

This dashboard helps organizations decide which customer calls should be automated, how, and when, while also tracking cost savings, agent efficiency, and resolution success.