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Predictors

Extract valuable predictive insights from customer interactions

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Written by Animesh Raparia

Accessing Predictors

To access Predictors, navigate to the side menu, select Insights, then select Predictors.

Using the Predictors controls

  1. Once you've navigated to the Predictors screen, you'll be able to see the Controls section at the top of your page. These are a range of controls/filters that you will be able to apply to your data.
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  2. To view all of the controls available, click the arrow on the right to expand this section. You will then see the full selection of controls.

  3. These controls include:

    • Predictor Selection (e.g. Complaints, Satisfaction Likelihood)

    • Direction (e.g. inbound, outbound)

    • Review Status (e.g. Requires Action, Complete)

    • Call Date (e.g. this month, last 12 months, specific date ranges, etc)

    • Agent (filter data for specific agent/s)

    • Team (filter data for specific team/s)

    • High Risk (e.g. high risk, non-high risk)

    • Complaints (e.g. possible, likely, very likely)

    • Satisfaction (e.g. dissatisfied, neutral, satisfied)

    • ClientID

Understanding your Predictors insights

Let's take a look at some of the information provided in the Predictors feature.

Call Volume vs Predictor

The first graph displayed shows your Call Volumes vs Predictor (in the above example, we have chose Complaints as our selected Predictor).
Here, you are able to view a combination chart that displays your Call Volumes over time (bar chart), against your Complaints over time (line chart).

Note: if you would like to instead view Call Volumes vs Satisfaction Likelihood, you can update this using the Predictor Selection under Controls

Call Volumes vs Predictor (by agent)

View which agents are handling the highest call volumes and their level of complaints (or alternatively, satisfaction likelihood).

  • 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 their level of complaints – with red representing a higher percentage of complaints and green representing a lower percentage.

Note: The information displayed here is customisable.​

  • Rather than viewing Complaints, you can choose to display a different Predictor (e.g. you can instead select Satisfaction Likelihood under Predictor Selection under Controls)

  • By default these metrics are displayed by agent. However, this can be customised to display by Call Queue, Direction, Essence Call Reason, etc. A range of options are available from the dropdown list provided.

Source Data

A comprehensive table of your source data is also displayed.

Included in this table are each of the calls that are relevant to your Predictors data (you have easy access to these calls by following the links in the Go to Call column). There is also a broad range of associated information for each of these calls, including:

  • Agent

  • Queue

  • Recorded Date

  • Submitted

  • Status

  • Customer ph.

  • High risk?

  • Call Direction

  • Essence Call Reason

  • Essence Category

  • Essence Root Cause

  • Essence Topic Discussed

  • Call Duration

  • QA Score

  • Compliance

  • Conduct

  • Complaints

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