The dashboard offers a custom view based on the Moments activated for the account, showcasing a range of business insights related to specific interactions or detected insights from the communication data. The dashboard's intuitive design allows for easy navigation and provides an overview of key metrics and trends pertinent to the Moments, such as 'Complaints', ‘Sales Close’, ‘Customer Satisfaction’, ‘Abuse’ or ‘Service Delivery’.
For a detailed understanding of each 'Moment', please refer to our dedicated help articles located here: https://tinyurl.com/mb6aj8sd. These resources provide precise definitions and contextual explanations to ensure you can fully leverage the conversation intelligence gathered with Dubber Insights.
Overview:
The overview section of the dashboard presents a concise summary of key insights derived from your captured data for the past 7 days. The 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.
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:
-
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'.
- 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.
- Media Type: Isolate the data by the type of media used in the communication, ensuring you see only the Moments occurring within those mediums.
By applying these filters, you can efficiently deep dive to 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.
Data Visualisation Graphs:
The Insights dashboards transforms your conversation data into visual narratives through five insightful graphs, each tailored to reflect different facets of your data within the selected Moment, such as 'Complaints' or 'Sales Close':
Moments Overtime: Here there are two graph options available to help you visualise and understand the moments captured over time
- The Moment over time with a rolling average (note that the moving average will only appear if the filter is set to 30 days or more)
- The Moment Topics plotted over time
Clicking a point on the line graphs takes you to the conversation search page, filtered by the corresponding moment category or topics.
Topics Discovery:
To help you understand the specifics, this graph breaks down the conversations into their detected topics, such as 'Customer Service' or 'Delivery', highlighting which areas are most talked about. Each bar is clickable through to the conversation screen, filtered by that topic.
The graphs view can be customized by the following 2 views:
- Topic conversation breakdown - Displays the percentage of conversations where the filtered topic appears
- Total number of appearances - Displays the total number of appearances of each topic
Connections:
Connections automatically identifies product names, services and brands in conversations, highlighting their frequency and associated topics. Connections allows users to dive deeper into the topics by intelligently linking relevant data points. Unlike simple keyword matching, our connections feature uses advanced algorithms to provide more meaningful insights. – refer to below examples from a complaint’s moments
By clicking on an individual connection, the connection appearance topic breakdown will be displayed.
For example, the data above shows that ‘Late Delivery’ had 192 conversations with these connections and then displays the topics associated with late delivery when a relevant moment was detected.
Team’s View in Insights:
The Team’s view is introduced to Insights dashboards for moments data.
Users will be able to see the insights breakdown at a team level for the teams conversations they have
been provided access to. It will show the moment counts on each team for easy comparison.
For users accessing Insights as Standard User with the Team manager permission, these users will only be able to see the teams data that they have access to (I.e those teams 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.
Note that in future platform releases, this view will be enabled as a chart visualisation
specific teams’ insights data can be filtered out to zoom in for specifics.
User View:
The final view goes down to the individual level. 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 visual provides a unique perspective, allowing for a multi-dimensional analysis of communication patterns and areas that may require action.
Connecting with Conversations:
The insights gleaned from these graphs can be further explored in the 'Conversations' page. Clicking on a segment within the graphs directly leads users to a list of relevant conversations on the 'Conversations' page, where the detailed context and sentiment of each interaction can be reviewed.