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AutoInsights Documentation

Voice of Customer

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Video Duration: 2m : 36s

Voice of Customer Dashboard Documentation

This tutorial explains how to read and interpret each section of the Customer Loyalty dashboard. It provides insights into customer loyalty, agent performance, and detailed call-level reporting.

1. Customer Loyalty Score

  • Overall Loyalty: Displayed as a percentage (e.g., 77%).
  • CSAT and NPS Trending (Bar Chart): Tracks customer satisfaction and loyalty over time.

👉 Purpose: Shows how well customers are satisfied and loyal across different dates.

CSAT and NPS Trending

2. Customer Loyalty by Agent (Bubble Chart)

  • Axes:
    ✔     X-axis: CSAT % (Customer Satisfaction).
    ✔ Y-axis: NPS % (Net Promoter Score).
  • Bubble Size: Represents the number of calls handled.
  • Colors: Different agents are represented with unique colors.

👉 Purpose: Helps compare agents based on both customer satisfaction and loyalty.

Customer Loyalty - By Agent

3. Customer Loyalty by Category, Subcategory & Topic (Bubble Chart)

  • Similar to the Agent view, but data is grouped by:
    ✔ Categories: (Customer query, Policy, Sales Inquiry, etc.).
    ✔ Subcategories & Topics:     Specific issue types.

👉 Purpose: Identifies which types of queries/issues result in higher or lower loyalty.

4. Call-Level Reporting Table

Each row represents a single call, showing:

  • Call Date, Call ID, Duration, Agent Name.
  • Category & Subcategory.
  • Topic Explanations: Context of the call.
  • CSAT (Yes/No) & Explanation.
  • NPS (Yes/No) & Explanation.

👉 Purpose: Provides detailed insights into how each call impacted customer satisfaction and loyalty.

✅ How to Use This Dashboard

  1. Check Overall Loyalty: Look at the Customer Loyalty % to see overall performance.
  2. Track Trends: Review CSAT and NPS trending graphs to identify peaks and drops.
  3. Agent Comparison: Use bubble charts to identify top-performing and underperforming agents.
  4. Category Insights: See which issue types are linked with higher or lower satisfaction.
  5. Evaluate Agents: Use performance summaries for targeted feedback and training.
  6. Deep Dive with Tables: Analyze call-level details to understand specific customer concerns.

⚡ This dashboard is especially useful for customer experience managers and team leaders who want to:

  • Improve customer loyalty (NPS).
  • Ensure customer satisfaction (CSAT).
  • Monitor agent-level performance.
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