Risk Analytics

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Risk Analytics Dashboard Documentation

(Module only)

This dashboard provides a comprehensive visual overview of project risks and their associated performance metrics. It’s designed to help you quickly identify potential issues, understand their root causes, and monitor key indicators.

Purpose of this Dashboard

The Risk Dashboard provides insights into:

Clients experiencing financial hardship.
Vulnerable customer categories.
Complaint risks.
Repeat concerns.

It helps organizations monitor client well-being, compliance obligations, and service quality.

1. Client Hardship

Client Hardship Rate → % of clients flagged as experiencing hardship.
Trend Over Time → Shows how hardship rate changes across months.
Breakdown by Category & Risk → Compares clients marked as “Yes” (hardship identified) vs “No.”
Call Reasons by Hardship Category → Analyzes what reasons customers gave when hardship was identified.

👉 Use this section to track financial struggles faced by clients and identify patterns.

2. Vulnerability Analysis

Vulnerability by Category → Segments such as financial hardship, illness, complaints, or dependency.
Trend Over Time → Highlights increases or decreases in vulnerability rates.
High Vulnerability Analysis (Pie Chart) → Shows share of severe cases (e.g., long-term illness, repayment struggles).

Helps the business spot highly vulnerable clients who may need urgent intervention.

3. Complaint Risk

Complaint Risk Rate → % of calls with complaints detected.
Category Breakdown → Shows which types of complaints occur most (billing, repayment, account issues, etc.).
Trend Analysis → Tracks complaint rates across weeks/months.
Complaint Risk Worksheet:
Details per Call: Call ID, Agent Name, Duration, Complaint Category, Risk Type.
Flags → Whether complaint is valid, high risk, or low risk.

This section allows managers to proactively address complaints before they escalate.

4. Repeat Concerns

Repeat Concern Rate → % of clients raising the same issue multiple times.
Breakdown by Category → Identifies which issues are most often repeated (e.g., repayment, billing errors, service issues).
Trend Over Time → Indicates whether repeat concerns are rising or decreasing.
Repeat Concern Worksheet:
✔ Details per Call: Call ID, Client, Agent, Concern Category, Subcategory, Flags.
✔ Comments/Notes → Why the concern was repeated and next steps.

👉 This helps identify service failures or unresolved issues that frustrate clients.

5. Support Gaps

Measures how many complaints/concerns are linked to gaps in support.
Highlights areas where the company failed to resolve customer needs in the first contact.
Shows top agents linked to support gaps for training purposes.

Each use case is distinct and focuses on the use case – Hardship, Vulnerability, Complaint Risk and Repeat Risk.

Benefits of This Dashboard

Detects early signs of client financial hardship.
Identifies vulnerable clients for priority handling.
Reduces complaint escalation risks.
Improves first-call resolution by reducing repeat issues.
Enhances compliance with regulatory and ethical obligations.

👉 In summary, this dashboard provides a 360° risk analysis view of clients. It allows businesses to be proactive, ensuring vulnerable customers are supported, complaints are minimized, and repeat issues are resolved quickly.