Insights
Login problems, up 38 per cent.
A topic rising sharply is either something you changed or something that broke. Either way it is worth knowing this week rather than in the monthly report.
Measured against normal
Growth relative to that topic's own baseline. Twelve invoice questions is only interesting because the usual number is two.
Lined up against changes
Where a rise follows a release, a pricing change or a website change, that coincidence is shown — as a coincidence, not a diagnosis.
Three ways to act
Investigate, write an article, or raise an incident. Each is one click from the finding, which is what makes it get acted on.
Insights
The rest of this area.
Reporting that answers an owner's questions rather than a contact centre's.
Where demand comes from
What customers contact you about, ranked and trended.
What is not getting resolved
Cases ageing, stalled, or closed and reopened.
Missing answers
The demand your knowledge base is not covering.
Repeat contact
Customers who had to come back.
Service outcomes
How the team is doing, measured by what customers got.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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