The dashboard offers a custom view based on the Moments activated for their account, showcasing a range of business insights related to specific interactions or events captured from the communication data. The dashboard's intuitive design allows for easy navigation and provides a snapshot of key metrics and trends pertinent to the Moments, such as 'Complaints', ‘Sales Close’, ‘Abuse’ or ‘Service Delivery’.
For a detailed understanding of each 'Moment', please refer to our dedicated help articles. These resources provide precise definitions and contextual explanations to ensure you can fully leverage the conversation intelligence gathered with Dubber Insights.
Dashboard Filter
Dubber Insights provides users with a suite of filtering tools designed to hone in on specific data within your communication logs. The following filters enable a precise analysis of your conversations:
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Date Range: Tailor all views to specific timeframes within the past year for targeted analysis. Available options include:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- Last 6 Months
- Last 12 Months
- Topics: Focus on specific subjects by filtering conversations that pertain to particular topics under the selected 'Moment'.
- Media Type: Isolate the data by the type of media used in the communication, ensuring you see only the Moments occurring within those mediums.
- Teams-Specific Insights: Narrow down your search to Moments related to conversations by specific teams within your organisation.
- User-Specific Insights: Narrow down your search to Moments related to conversations by specific users within your organisation.
By applying these filters, as shown in the screenshot, you can efficiently dissect and understand the vast array of interactions captured by Dubber Insights.
Note: Insights will only display data from unrestricted dub.points, and the user filter list will only include users linked to identified specific Moments.
Insights Narrative
The Insights Narrative feature of Dubber Insights presents a concise summary of key insights derived from your captured data, tailored to the filters you've applied. This dynamic narrative is regenerated each time you adjust your filters, ensuring the insights are always relevant and up-to-date.
This automated narrative provides a quick and understandable snapshot of trends and patterns within your data, allowing you to grasp the essence of your insights at a glance.
Key Metrics
The Insight Dashboard's Key Metrics section offers a succinct overview of your filtered results, delivering immediate insights into your conversation analysis. Here's what you can expect to see:
Moment Topics Captured: A numerical tally of the total topics (e.g. ‘complaints’) recorded, providing a clear count of the issues raised within the selected timeframe. For example, you might see "144 Complaints Captured" indicating the volume of feedback received.
Complaint Topics: This metric enumerates the variety of topic subjects discussed. An example metric could read "10 Complaint Topics," signifying the breadth of areas addressed by customers, offering insight into the range of areas your customers have provided feedback on.
Change Over Previous Period: A percentage value indicating the fluctuation in Moment topics compared to the previous period, giving you a trend analysis at a glance. For example "0% Change Over Previous Period" suggests stability in the number of complaints received over time.
These key metrics provide a quick snapshot of critical data points, enabling account administrators and team managers to gauge customer satisfaction and address areas needing attention promptly.
Data Visualisation Graphs
The Dubber Insights platform transforms your conversation data into visual narratives through four insightful graphs, each tailored to reflect different facets of your data within the selected Moment, such as 'Complaints' or 'Sales Close':
Overall Trends: This graph displays the total volume of topics captured over a selected time frame. It provides an at-a-glance view of the overall distribution and occurrence within your chosen Moment.
Topics Distribution Graph: To help you understand the specifics, this graph breaks down the conversations into their constituent topics, such as 'Customer Service' or 'Delivery', highlighting which areas are most talked about.
Team’s View in Insights:
The Team’s view is introduced to Intights screens for moments data.
Authorised users will be able to see the insights breakdown at a team level. It will show the moment counts on each team for easy comparison. For users accessing Insights as “Team Manager”, they will only be able to see the teams’ data that they have access to (I.e that they are assigned as team manager in Account settings). For Admin users, they can still access all data.
Users can access the specified recordings via clicking through on the graphs the same way as from other graphs.
Specific teams’ insights data can be filtered out to zoom in for specifics.
We also introduced a new Permission called Manager, this enables a user who has the permission set as a Manager to see the specific team within their Insight dashboard.
Setting Up Team Manager:
An Account Admin user will be able to assign the Manager permission to users in the account within the Teams setting section. It can be found in the existing portal Account - Teams - Add/Edit Members. Steps can be found here.
The only difference between the Manager and the Listener permission for now is that the Manager permission will enable the user access the recordings of the team and also access the insights
dashboard (if they are not already an admin role) and enable the display of the specific team to the Insight dashboard.
Both permissions can be selected, if the permission of just the listener is selected, this remains as per current functionality which will enable the user to access the recordings of the team in the portal, but not access the insights dashboard.
User Activity Graph: The final graph drills down to the individual level, showing which users are associated with specific topics in the conversations. This can be especially useful for performance analysis, work allocation and identifying training needs.
By navigating through these graphs, stakeholders can gain a comprehensive understanding of the trends, topics, teams, and individual activities that drive the narrative of customer or client engagements. Each graph provides a unique perspective, allowing for a multi-dimensional analysis of communication patterns and areas that may require action.
Connecting with Capture Summary
The insights gleaned from these graphs can be further explored in the 'Capture Summary' page. Clicking on a segment within the graphs directly leads users to a list of relevant conversations on the 'Capture Summary' page, where the detailed context and sentiment of each interaction can be reviewed.