To download a pdf version of these instructions, click the link at the bottom of this article.
In this article, you'll learn about:
What is Daisee Essence?
Daisee Essence is an advanced software capability designed to transform your customer call analysis. With Daisee Essence, you can say goodbye to manual effort and guesswork when it comes to understanding the purpose of each phone call. By leveraging cutting-edge technology, Daisee Essence utilises phone call transcriptions to automatically derive the reason behind your customers' calls.
But that's not all. Daisee Essence goes beyond determining the reason for the call. It also identifies the specific product or service discussed during the conversation and categorises the call as either a simple inquiry or an issue. This comprehensive insight allows you to gain a deeper understanding of your customers' needs and preferences.
No longer will your team need to spend valuable time manually tagging calls or grappling with complex coding systems. The model comes pre-trained and works seamlessly right out of the box, requiring no additional configuration. This means you can swiftly implement the software and start reaping the benefits immediately.
By knowing why your customers are reaching out, you gain a powerful advantage. Daisee Essence enables you to identify and address potential problems before they escalate, as well as seize opportunities before they pass by. Imagine the ability to detect a sudden surge in calls related to cancellations and proactively take action to retain those customers. With Daisee Essence, you can turn real-time call analysis into a strategic tool for your business success.
Experience the future of customer call analysis with Daisee Essence and witness the transformative power it brings to your organisation. Gain unparalleled insights, enhance customer satisfaction, and stay one step ahead of the competition. Say goodbye to the complexities of call tagging and embrace a new era of effortless understanding with Daisee Essence.
Accessing Daisee Essence
To navigate to Daisee Essence, select Insights from the side menu, then select Essence.
You will then be taken to your Daisee Essence dashboard, where you will be able to view a range of insights into your calls.
Understanding your Essence Insights
Key Metrics
On your Essence dashboard, you will be able to view a range of key metrics covering area such as call hours, call volumes, and QA scores. Read below for a description of each of the following highlighted insights.
Call Hours
The total amount of time spent by agents handling customer calls in the specified time period. It measures the duration of all calls combined (in hours).
Agent Call Hours by Week and 4-week Forecast
Tracks the total number of hours that agents have spent handling calls during each week. The 4-week forecast predicts the expected number of call hours over the next four weeks.
Total Calls
Represents the overall number of incoming or outgoing calls handled by agents within the specified time period.
Average Call Length
Measures the average duration of calls handled by agents (in minutes).
QA Score
The average overall QA score across all calls from the selected time period. This metric is used to assess the overall quality of agent interactions during customer calls, taking into account an agent’s communication, compliance, and conduct.
Communication Score
The average Communication score across all calls for the selected time period. This score evaluates the effectiveness of agent communication skills during call interactions, assessing factors such as agent professionalism, listening skills and execution.
Compliance Score
The average Compliance score across all calls for the selected time period. This score measures the extent to which agents adhere to policies and procedures when handling calls.
Conduct Score
The average Conduct score across all calls for the selected time period. Conduct score evaluates the professionalism and behaviour of agents during customer calls.
Agents
The total number of agents handling customer calls
Reasons for your calls (Essence drivers)
Daisee Essence summarises the caller side of your call transcriptions to provide a short phrase that describes the reason for an incoming call – this is known as an ‘Essence driver’.
Your Essence dashboard features a word cloud with these Essence drivers, providing a visual representation of the main reasons for incoming customer calls. This offers a concise and intuitive view of the key topics or issues that customers are reaching out about.
The word cloud visually emphasizes the Essence drivers that occur more frequently (using size and prominence within the cloud). This section helps users to gain insights into the primary concerns or areas where customers require assistance, enabling them to prioritise resources, identify trends, and focus on improving customer satisfaction and issue resolution.
Top 20 products/services discussed
Daisee Essence provides valuable insights into the most frequently discussed products/services during your customer calls.
The pie chart visually represents the top 20 products/services discussed and highlights their prevalence based on the percentage of total call volume. This feature provides you with a clear understanding of the products/services that are the key focus in customer conversations, enabling you to tailor your strategies and resources to meet customer needs more effectively.
Call Volumes vs Avg Call Length (by period)
Compare the movement of call volumes and average call lengths over time.
The chart highlighted below displays the call volumes for each period using bars, while the average call length for each period is represented by a line. This section enables you to easily track the fluctuations and trends in call volumes and average call lengths, allowing you to identify patterns, correlations, and potential areas for improvement.
Call Volumes & Avg Call Length (by agent)
View which agents are handling the highest call volumes and the duration of their calls.
The size of a block represents the call volumes for a specific agent – with larger blocks indicating a higher number of calls.
The colour of the block indicates the average length of calls – with red representing longer durations and green representing shorter durations.
Note: The information displayed here is customisable.
Rather than Avg Call Length, you can choose to display a different measure from the dropdown list provided (such as Avg Communication, Total High Risk Calls, etc).
By default these metrics are displayed by agent. However, this can be customised to display by Essence Caller Intent, Essence Category, Week Day, etc. A range of options are available from the dropdown list provided.
Table View
The Table View section on your Essence dashboard presents a comprehensive table of calls that meet the selected conditions.
Some key functionalities available within this section include:
Jump to Call
Clicking the call link in the first column of the table allows users to quickly navigate to that call (where call transcripts, audio, etc can then be accessed).Maximise View
Select the 'maximise' button (shown above) to expand the table to a full-page view.
Pin Totals
Select the 'more options' button for the option to pin/unpin column totals to the table. This feature allows for a fixed display of important summary information.
Exporting Table Data:
Select the 'more options' button for the option to export table data to either a CSV or Excel file.
Customisable metric
In the next section of these Essence dashboard, users have the flexibility to select and view a customisable metric from a provided list. User can then compare their Essence drivers (reasons for incoming calls) in the context of that selected metric.
For example: below we have selected Average Call Length from the dropdown list. We can then easily view and compare the Average Call Length values associated with each Essence driver, and gain insight into how different drivers impact the duration of customer calls.
Focusing your Essence Insights with Filters
Controls
At the top of your Essence dashboard, you will find the Controls section. This section contains various filters that you can adjust to refine your Essence insights.
Some helpful filters include:
High Risk
Filter for calls that have been flagged as having a higher level of risk.
Direction
Filter calls based on their direction – i.e. whether they are incoming or outgoing.
Agent
Filter calls based on the specific agent involved in the conversation.
Call Date
Filter calls based on a specific date or date range.
Essence Caller Intent
Filter calls based on the identified intent or purpose of the caller.
Essence Product/Service
Filter calls based on the specific products or services mentioned or discussed during the conversation.
Essence Category
Filter calls based on categories that capture the main topics or themes of customer conversation.
Note: The Controls section also contains some additional display controls.
Show Additional Essence Items:
Allows you select to view/not view the display of your Top 20 Products/Services discussed.
Show Call Hrs or Agent Dollars:
Switch between Call Hour or Agent Cost view on your Essence dashboard.
Filter by Team
The Filter by Team function allows you to narrow down and focus on calls handled by specific teams. By utilising this filter, you can view the Essence data specifically associated with a particular team.
This functionality helps in analysing team performance, identifying team-specific trends or patterns, and comparing the metrics and outcomes of different teams.
Filter by Essence Caller Intent
Clicking on an Essence call driver within your Caller Intent section enables you to filter for that particular driver.
For example: Below we have selected question about lease. This will display our Essence data for all calls where question about lease was the reason for the incoming call.
Similarly, clicking on an Essence call driver within your Average Call Length section also enables you to filter for that particular driver.
For example: Below we have selected change password. This will display our Essence data for all calls where change password was the reason for the incoming call.
Undo/Redo and Reset Filters
Undo/Redo Filters
This functionality allows you to revert back and forth between the previous states of your filtered data.
Reset Filters
This functionality allows you to completely reset all applied filters and return to the default view of your Essence data.
Download the Daisee Essence User Documentation here: