Dashboards are powered by Daisee’s advanced LLM-based intent model, giving you granular visibility into customer call drivers, performance trends, and cost implications.
Essence V2 includes four dashboards, each focused on a distinct operational use case:
Call Volumes & Root Causes
Call Volume Anomalies
Costs & Efficiencies
Key Performance Indicators (KPIs)
You can find the new dashboards under the Essence V2 tab in your Daisee platform. If you don't see this tab, please contact support.
Dashboard Overview 🔍
1. Call Volumes & Root Causes
Purpose: Understand why customers are calling and identify root causes.
What it shows:
Volume of calls by intent, topic, and category
Top root causes
Intent breakdown across key metadata (e.g., product, line of business)
Use it to:
Quantify common reasons for contact
Find opportunities for self-service or upstream fixes
Prioritise high-volume, high-impact intents
2. Call Volume Anomalies
Purpose: Spot unusual changes in call patterns quickly.
What it shows:
Volume variance vs. historical baselines
Emerging intents or surges in root causes
Trendlines across time periods
Use it to:
Detect new issues before they escalate
Investigate sudden spikes in call drivers
Validate the impact of recent product/policy changes
3. Costs & Efficiencies
Purpose: Understand the financial impact of call types.
What it shows:
Cost per intent/root cause
Intent volume vs. average handle time (AHT)
Opportunity areas for efficiency or deflection
Use it to:
Target intents with high cost-to-value ratio
Justify automation or policy changes
Link operational improvements to ROI
4. Key Performance Indicators (KPIs)
Purpose: See how specific call drivers impact performance metrics.
What it shows:
Intent-to-KPI mapping (e.g., CSAT, FCR, NPS)
Correlation between call reasons and performance outcomes
Segment performance by intent, root cause, team, or product line
Use it to:
Improve high-priority KPIs
Guide coaching with intent-level context
Identify customer journeys that need support
How the Data Works 🔧
Essence V2 dashboards are powered by Daisee’s LLM intent engine, which classifies each call into five levels:
Level | Description |
Category | Broad area of the call (e.g., "Account") |
Topic | More specific subject (e.g., "Online Banking") |
Intent | The caller's goal (e.g., "Update personal details") |
Root Cause | The reason the customer had to call (e.g., "Forgot password") |
Nature | Whether it's an issue or enquiry (classified using AI phrase detection) |
How we extract this:
Our LLM summarises each call
A phrase classifier detects intent, topic, and root cause phrases
These are mapped to your Phrase Library, which clusters similar language into standard terms
Final classification is stored per call and used in all dashboards
Tips for Using Essence V2 Dashboards 🧠
Filter by period, team, or intent using control filters at the top
Click into charts to drill into specific segments
Use dropdown filters to segment data across multiple dimensions (e.g., intent × root cause)
Export insights or schedule reports to stakeholders with ThoughtSpot’s "Liveboard" features
FAQs 💬
Q: Is this replacing the original Essence dashboard?
A: No. The original “Call Volume Analysis (LLM)” dashboard remains available. Essence V2 is an extension that provides deeper, role-specific analysis.
Q: How often is the data updated?
A: The dashboards reflect new calls as they’re processed (typically near-real time), depending on your ingestion pipeline.