📘 Main Dashboard: Value Stream Performance & Cancellation Analysis Dashboard

🧾 Purpose

The Value Stream Performance & Cancellation Analysis Dashboard delivers actionable insights into call efficiency, cancellation trends, customer objections, and agent response strategies. This dashboard is designed to assist Operations, Quality Assurance, and Customer Success teams by:

• Identifying key cancellation drivers
• Improving call handling and value stream efficiency
• Enhancing customer satisfaction and retention

🗂️ Dashboard Overview

1️⃣ KPI Summary Tiles

Located at the top of the dashboard, these tiles provide a high-level snapshot of performance metrics:

• Total Cost – Total cost associated with all value streams
• Average Cost – Average cost per value stream
• Total Waste – Total value lost due to cancellations
• Average Waste – Average loss per value stream
• Number of Value Streams – Total number of value streams analyzed

2️⃣ Filters Panel

Use these filters to refine the data and focus on specific scenarios:

• Date Range – Select a custom time period
• Cancellation Reason – Filter by specific cancellation reasons
• Agent – View individual agent-level performance
• Brand – Filter data by brand or campaign

3️⃣ Time Parameter (Donut Chart)

This donut chart visualizes how time is spent during the value stream:

• Talk Time
• Hold Time
• Wrap Time
• Other time components as applicable

💡 Helps evaluate time distribution and operational efficiency.

4️⃣ Violation Analysis

A horizontal bar chart displaying the most frequent violations of golden flow standards. Each bar represents:

• A specific missed step or non-compliance
• The percentage of violation affected

📉 Identifies compliance gaps and training needs.

5️⃣ Value Stream Journey Flow

This process map visualizes the flow of customer calls through key stages:

• Start
• Sales Pitch
• Reactivation & Confirmation
• Value Stream Closure
• End

🔁 Arrow thickness = frequency of transitions
🔲 Node size = volume at each stage

Use this view to detect:

• Successful vs. dropped journeys
• Bottlenecks or diversion points
• Common patterns and outliers

6️⃣ Cancellation Details Table

Displays detailed performance metrics based on selected cancellation reasons:

• Value Stream Count
• Average Users per Value Stream
• Hold Time / Handle Time
• CSAT (%) – Customer satisfaction
• Success Rate (%) – Resolution effectiveness

Action Metrics:

• Value Stream Opening
• Feedback Gathering
• Sales Offers
• Reactivation
• Value Stream Closure

🔍 Useful for understanding cancellation outcomes by value stream stage.

7️⃣ Customer Objections Table

Breakdown of customer objections raised during the value streams, with metrics including:

• Value Stream Volume – How frequently each objection occurs
• Success Rate (%) – Effectiveness of resolving that objection
• CSAT (%) – Customer satisfaction linked to objection type

8️⃣ Value Stream by Objection (Donut Chart)

A visual representation of the distribution of objections across value streams. Each slice indicates the percentage of value streams involving specific objections (e.g., “Tired of the Same Menus,” “Not Interested in the Service”).

🎯 Quickly identify high-frequency pain points.

9️⃣ Value Stream by Agent Response (Donut Chart)

Displays the strategies agents use to respond to objections, categorized by:

• Offering Discounts
• Providing Flexibility
• Acknowledging Concerns
• Giving Feedback or Help

🧠 Analyze which strategies are most commonly used and effective in driving resolutions.

🔍 How to Use the Dashboard

1. Apply Filters
   • Target specific agents, brands, dates, or cancellation reasons
2. Analyze Violations
   • Identify common conformance issues and missed steps
3. Explore Objections
   • Recognize recurring customer concerns and evaluate how they’re handled
4. Follow the Value Stream Journey
   • Track flow progression and detect where drop-offs occur
5. Review Agent Responses
   • Measure the impact of different response strategies on customer satisfaction and retention

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📘Conformity Analysis Dashboard

🧾 Purpose

The Conformity Analysis Dashboard is designed to monitor and evaluate agent compliance with predefined workflows or scripts. It supports Quality Assurance, Operations, and Customer Success teams by:

• Identifying conformance to golden flow
• Measuring agent adherence to defined standards
• Enhancing customer experience and retention through performance optimization

🗂️ Dashboard Overview

1️⃣ Filters Panel

Use the top filter bar to refine data by key parameters:

• Date Range – Select a custom time window for analysis
• Scenario – Filter based on interaction type or business situation
• Brand – Segment data by specific brand or campaign
• Agent – Isolate performance data for individual agents

🎛️ These filters adjust all visualizations and KPIs across the dashboard.

2️⃣ Button Filters (Top Right)

Located at the top right corner, these quick toggle buttons allow segmentation by customer journey type:

• Golden Flow – Calls that followed the ideal, fully conformant flow
• Not Reactivated – Calls where the customer was not successfully reactivated
• Reactivated – Calls that ended in a successful reactivation

🔄 Selecting a button dynamically updates the dashboard visuals and KPIs to reflect the chosen journey type.

3️⃣ KPI Summary Tiles

Provides a snapshot of key conformance and performance indicators:

• Fully Conformant % – Share of calls following the defined process
• Non/Partially Conformant Cases – Number of calls that missed steps
• Conformant Cases – Number of calls in full compliance
• Violations – Count of process deviations
• Overall Conformance – Average adherence rate across all interactions
• AHT (Average Handle Time) – Average time per call
• Satisfaction (CSAT) – Overall customer satisfaction score
• Reactivation Rate – % of customers successfully reactivated

4️⃣Conversation ID Panel

Displays a list of anonymized conversation IDs for deep-dive analysis:

• Each ID represents a unique customer interaction
• Clicking an ID (if enabled) can reveal call summaries or full QA reviews

🔍 Ideal for training purposes or root cause analysis.

5️⃣  Conformity Trend (Line Chart)

A line graph showing how agent conformity has changed over time:

• X-Axis: Time (e.g., by week or month)
• Y-Axis: Conformance percentage

📈 Use this to track trends, improvements, or declines in agent adherence to workflows.

6️⃣ Question-Level Conformance Breakdown

Provides a granular view of protocol adherence, question by question:

For each QA step, the dashboard shows:

• Non-Conformance Rate – % of calls where the step was missed
• Success % When Conformant – Outcome when agents followed the step
• Success % When Non-Conformant – Outcome when agents skipped the step

🎯 Useful for targeted coaching and understanding which steps most impact success.

🔍 How to Use the Dashboard

1. Select Filters
   • Choose the appropriate date range, brand, agent, or scenario
2. Click a Flow Button
   • Toggle between Golden Flow, Not Reactivated, or Reactivated segments
3. Review KPI Summary Tiles
   • Get a high-level view of performance and conformance metrics
4. Analyze Conformity Trend Graph
   • Spot patterns in adherence and track progress over time
5. Inspect Question-Level Details
   • Pinpoint which protocol steps influence customer success most
6. Drill Down Using Conversation IDs
   • Select IDs to explore real case examples for audits or coaching

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📘 Conformity Golden Flow Analysis Dashboard 

🧾 Purpose

The Conformity Golden Flow Analysis Dashboard offers a structured and detailed view of agent adherence to defined business processes. It enables Quality Assurance, Operations, and Customer Success teams to:

• Monitor conformance levels across interactions
• Identify process violations and gaps
• Drive improvements in agent behavior and customer outcomes

🗂️ Dashboard Overview

1️⃣ Filters Panel

Located at the top of the dashboard, this panel allows data refinement based on key attributes:

• Date Range – Define the time window for analysis
• Scenario – Focus on specific interaction types or business workflows
• Brand – Segment results by brand or campaign
• Agent – Isolate individual agent performance for deeper insights

🎛️ Use filters in combination with conformance buttons for advanced targeting.

2️⃣ Flow & Conformance Buttons (Top Right)

These dynamic buttons allow users to segment the data based on adherence levels:

• 🟢 Full Conformity – Displays calls where agents followed 100% of the QA script or defined steps
• 🟡 Partial Conformity – Shows calls where only some of the expected steps were followed
• 🔴 No Conformity – Filters calls where none of the required steps were adhered to

📌 Tip: Combine these buttons with filters to explore specific agent or brand behavior under each conformance level.

3️⃣ KPI Summary Tiles

Provides at-a-glance visibility into key performance and conformance metrics:

• Fully Conformant % – Percentage of calls with full compliance
• Non/Partially Conformant Cases – Count of non-compliant or partially compliant calls
• Conformant Cases – Number of fully conformant interactions
• Violations – Total deviations across all calls
• Overall Conformance – Average adherence score
• AHT (Average Handle Time) – Mean time taken per call
• Satisfaction (CSAT) – Customer satisfaction score
• Reactivation Rate – Percentage of successful customer reactivations

4️⃣ Conformity Trend (Line Chart)

A visual time-series analysis of conformance performance:

• X-Axis: Time (e.g., by week or month)
• Y-Axis: Conformance percentage

📈 Helps identify improvements, consistency, or declines in agent process adherence over time.

5️⃣ QA Questions Analysis

This section offers a granular breakdown of agent behavior across scripted QA checkpoints. For each question or step, it shows:

• Frequency of adherence or non-adherence
• Impact of each behavior on customer satisfaction or reactivation

🎯 Ideal for coaching and prioritizing training areas based on what drives outcomes.

6️⃣ Conversation ID List

Displays a scrollable list of anonymized Conversation IDs:

• Each ID represents a specific call
• Used for deep-dive analysis, QA verification, or agent coaching

🔍 Facilitates quick access to call-level reviews or investigation samples.

🔍 How to Use the Dashboard

1. Apply Filters
   • Select your desired date range, scenario, brand, or agent for focused analysis.
2. Select Conformance Buttons
   • Toggle between Full, Partial, or No Conformity views for precision insights.
3. Evaluate KPIs and Charts
   • Use summary tiles and the trend chart to identify overall health and behavioral trends.
4. Drill into QA Questions
   • Analyze how specific protocol steps affect customer outcomes.
5. Use Conversation IDs for Audit
   • Click into IDs (if enabled) for case-level validation, feedback, or training.

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📘 People Conformance Dashboard

🧾 Purpose

The Agent & Step-wise Conformity Heat Map Dashboard is designed to visually track agent performance and QA process adherence over time. It helps supervisors and QA analysts:

• Monitor weekly conformity scores
• Identify underperforming agents
• Detect process steps with low compliance
• Plan coaching interventions using data-driven insights

🗂️ Dashboard Overview

1️⃣ Date Range Filter

• 📍 Located at the top center of the dashboard
   
• 🔧 Allows users to select a custom time range
   
• 🔄 Automatically updates all KPIs and heat maps based on the selected period
   

2️⃣ Performance KPIs

Displays key metrics over the selected date range:

• # Value Streams – Number of calls analyzed
• AHT (Average Handle Time) – Mean time per call
• Hold Time – Average duration customers were on hold
• Wrap Time – Post-call processing time
• CSAT – Customer Satisfaction Score
• Reactivation Rate – % of customers successfully reactivated
• Quality Score – Overall QA compliance

📌 KPIs help benchmark performance and track trends by week.

3️⃣ Agent Conformity Heat Map

Visual representation of weekly agent-level conformance:

• Rows: Agent names
• Columns: Weekly buckets (e.g., WB 06-01, WB 13-01)
• Colors:
  • 🟩 Green (100%) – Full conformity
  • 🟧 Orange (80–99%) – Partial conformity
  • 🟥 Red (<80%) – Poor conformity
  • ⬜ Blank – No interactions during that period

🎯 Use this view to quickly spot agents with consistency or issues across weeks.

4️⃣ Step-wise Conformity Heat Map

Shows compliance by specific QA steps on a weekly basis:

• Rows: QA steps (e.g., Greet and Introduce, Verify Account)
• Columns: Weekly time intervals
• Cells: % of interactions where the agent followed each step
• Color Indicators:
  • 🟩 Green (100%) – High step-level adherence
  • 🟧 Orange (80–99%) – Moderate adherence
  • 🟥 Red (<80%) – Low adherence
  • ⬜ Blank – No interactions during that period

📌 Useful for detecting systemic training needs or script clarity issues.

🔍 How to Use the Dashboard

 1. Set Date Range

• Select the time period to analyze trends and evaluate agent/process behavior.

2. Review Performance KPIs

• Monitor metrics such as AHT, CSAT, and Quality to detect performance red flags.

3. Analyze Agent Trends

• Identify weekly conformity patterns
• Focus on agents consistently showing orange or red blocks
• Plan coaching, recognition, or corrective action as needed

4.  Investigate Step-Level Compliance

• Find recurring step-level issues using the Step-wise Conformity Heat Map
• Use this insight to refine scripts or conduct focused training

✅ Tips for Interpretation

1. Cross-Reference Both Heat Maps

• If an agent is underperforming, check which specific steps are being missed
• Look for trends across multiple agents on the same QA step — this may indicate a process-wide issue

2.  Monitor Weekly Progress

• Use color transitions over time to assess the impact of coaching or process changes
• Use consistent red/orange zones to trigger proactive interventions
   

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📘People Type Selector -  Analysis Dashboard

🎯 Purpose

This dashboard is designed to evaluate agent behavior, quantify monetary losses due to Cooking Preferences, and identify root causes—particularly cancellation reasons. It enables QA and operations teams to:

• ✅ Track process adherence
• ✅ Identify financial leakage
• ✅ Take corrective action based on behavior trends

🗂️ Dashboard Overview

1️⃣ Wastage Box

• 📍 Location: Top-left corner
• 💸 Purpose: Displays the estimated revenue loss due to non-conformant interactions (e.g., $5K)
• 🟥 Color Indicator: Red – signifies financial risk or leakage
• 🔍 Action Tip: Treat this as an alert for immediate QA investigation

2️⃣ Date Filter

• 📅 Function: Allows users to select a custom date range (e.g., 09/18/2024 – 04/08/2025)
• 🔄 Impact: Dynamically updates all KPIs, charts, and tables based on the selected timeframe

3️⃣ Filter Panel (Left Sidebar)

Use the following filters to refine your analysis:

• Type: Conformity vs Non-Conformance
• Cancellation Reason: e.g., Cooking Preferences
• Brand: Narrow focus by campaign or product line
• Success: Outcome-based filtering
• Satisfaction: Filter by CSAT score
• Agent: Drill down into individual performance

📌 All filters dynamically update KPIs and visualizations across the dashboard.

4️⃣ Performance Metrics (Top KPIs)

Get a high-level view of operational performance with color-coded indicators:

🎯 Use this section to identify performance gaps and assess process adherence.

5️⃣ Flow Diagram (Middle Panel)

A powerful visualization of agent behavior patterns:

• Nodes: Represent specific interaction steps
• Paths: Indicate direction and frequency of decision flows
• Thicker Paths: Highlight more common or repeated behaviors

🔍 Use this to trace deviations and identify dominant paths in non-conformant interactions.

6️⃣ Data Table (Right Panel)

Provides agent-level breakdown by QA evaluation steps:

📌 Use this table for targeted coaching and identifying repeat non-conformance.

🔍 How to Use the Dashboard

✅ Step 1: Choose Filters

• Select Date Range
• Refine by Cancellation Reason, Brand, or Agent as needed

✅ Step 2: Analyze KPIs

• Observe the Wastage Box for revenue leakage
• Compare Success Rates between conformant vs non-conformant calls
• Detect spikes or gaps in QA adherence

✅ Step 3: Explore the Sankey Diagram

• Visualize agent call behavior flows
• Identify where deviations or process breaches commonly occur

✅ Step 4: Review Agent-Level Table

• Focus on % Violation and % Impact
• Pinpoint agents and steps needing coaching or retraining

🚀 Take Action

• 📌 Prioritize training on high-risk steps like Probe for Cancellation Reason
• 🔁 Retrain agents with consistent non-conformance
• 🧠 Use visual + tabular insights to justify script changes or policy updates

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📘Process Type Selector – Analysis Dashboard

🎯 Purpose

This dashboard offers insights into call center performance with a focus on Cooking Preferences in call handling. It helps QA and operations teams:

• ✅ Evaluate process adherence
• ✅ Identify monetary losses linked to non-conformant behaviors
• ✅ Detect root causes and optimize agent interactions

🗂️ Dashboard Overview

1️⃣ Wastage Box (Top-Left)

• 📍 Location: Top-left of the dashboard
• 💸 Purpose: Displays the estimated monetary loss due to non-conformant calls
• 🟥 Color: Red – highlights financial leakage and urgent QA concerns
• 🔍 Use Case: Immediate flag for revenue-impacting performance issues

2️⃣ Date Filter

• 📅 Function: Select a custom timeframe (e.g., last 30 days, last quarter)
• 🔄 Impact: Automatically updates all visuals, KPIs, and data tables based on the selected date range

3️⃣ Filter Panel (Left Sidebar)

Narrow your analysis using these filters:

• Type: Conformity, Non-Conformance, Negative Sentiment, Step Ended, Step Not Performed, Step With Variation
• Cancellation Reason: e.g., Cooking Preferences
• Brand: Filter by campaign or product line
• Success: Based on outcome status
• Satisfaction: Based on CSAT score
• Agent: Drill into individual agent performance

📌 All filters dynamically update the dashboard for focused insights.

4️⃣ Performance Metrics (Top KPIs)

A summary of key performance indicators with intuitive color coding:

🎯 Use this section to track trends and identify gaps between conformant and non-conformant behaviors.

5️⃣ Flow Diagram (Middle Panel)

Visualizes agent behavior and decision flow during calls:

• Nodes: Represent QA steps in the interaction
• Paths: Show transitions between steps
• Thickness: Indicates frequency of those transitions

🔍 Useful for spotting deviation patterns and common non-conformance pathways.

6️⃣ Data Table (Right Panel)

Detailed view of performance at the QA step level:

🔍 Use this for prioritizing QA efforts and pinpointing where process lapses occur most often.

🔍 How to Use the Dashboard

✅ Step 1: Set the Context

• Use the Date Filter to define your analysis period
• Example: Last 30 days or Previous quarter

✅ Step 2: Apply Filters

• Narrow down by Type, Cancellation Reason, Brand, Success, Satisfaction, or Agent
• Example: Non-Conformance + Cooking Preferences + Brand A

✅ Step 3: Review Key KPIs

• Compare Conformance vs Non-Conformance Success Rates
• Monitor the Wastage Box for total estimated losses
• Evaluate AHT, CSAT, Reactivation, and Quality for broader insights

✅ Step 4: Analyze the Sankey Diagram

• Trace where deviations occur in the conversation flow
• Identify frequent non-conformance paths

✅ Step 5: Dive into the Data Table

• Focus on % Violation, % Impact, and $ Lost
• Identify high-risk steps and recurring non-conformant patterns
• Prioritize retraining or process changes based on insights

✅ Insights & Action Plan

• 👥 Coach agents with high violation and impact rates
• 📜 Revise scripts or SOPs for frequently skipped steps
• 🔁 Monitor Sankey paths to reduce deviations
• 📊 Track metrics weekly or monthly to measure performance improvement

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📘Complexity Analysis Dashboard

🧾 Purpose

The Complexity Analysis Dashboard provides in-depth insights into agent adherence to defined processes and how this impacts key metrics such as customer satisfaction, reactivation rate, and overall call quality. It enables Operations, QA, and Team Leads to:

• 🔍 Assess agent conformance to standard call flows
• 📉 Identify deviations and their impact on outcomes
• 🧠 Drive training and process improvements through data

🗂️ Dashboard Overview

1️⃣ KPI Summary Tiles

Displayed at the top of the dashboard, these KPIs offer a quick overview of performance metrics:

• Complexity Score – A composite score reflecting overall call complexity
• # Call – Total number of analyzed calls
• AHT – Average Handle Time
• Hold Time – Average time customers were placed on hold
• Wrap Time – Average post-call processing time
• CSAT (%) – Customer Satisfaction score
• Reactivation (%) – Rate of successful customer reactivations
• Quality (%) – Overall QA compliance percentage

2️⃣ Filter Bar

Located beneath the KPI tiles, this bar allows for focused analysis using the following filters:

• Date – Select a specific time range
• Brand – Filter data by brand
• Label – (Typically represents specific call categories or tags)
• Agent – Focus analysis on individual agent performance
• Team – View aggregated performance at the team level
• Channel – Filter by communication channel (e.g., voice, chat)

3️⃣ Flow Buttons

These dynamic buttons refine the data based on call outcomes:

• Golden Flow – Displays only calls that followed the ideal process
• Not Reactivated – Focuses on calls that ended without reactivation
• Reactivated – Shows data for calls where reactivation was successful

🧠 Selecting a flow updates both KPI tiles and the matrix table automatically.

4️⃣ Matrix Table (Drill-down Analysis)

A powerful table that breaks down conformity-related metrics across different levels:

Initial View – By Step

• Displays all defined process steps
• Highlights metrics such as conformance, satisfaction, and complexity at each step

Drill Down – Agent View

• Click on a step to view agent performance for that specific step
• Identify top-performing agents or coaching needs

Drill Down – Conversation View

• Click on an agent name to view individual conversation IDs
• Enables deep-dive into specific calls for qualitative review

📊 Matrix Table – Key Column Definitions

🎨 Color Meanings in Matrix

🧠 For: Complexity, Step Done, Sentiment, # Step Resolved %, # Loop %, % vs Talk Time

⏸️ For: Hold

🌟 For: Satisfaction %, Quality %, Reactivation %

📋 For: Conformance %

🔍 How to Use the Dashboard

1. Set Initial Filters
   • Use filters (Date, Brand, Agent, etc.) to focus the analysis as needed
2. Select a Customer Flow
   • Click Golden Flow, Reactivated, or Not Reactivated to target a specific outcome
   • Observe how KPIs adjust based on your selection
3. Explore the Matrix Table
   • Initial View: Analyze performance by process step
   • Agent Drill-Down: Identify which agents excel or require support on specific steps
   • Conversation Drill-Down: Review actual calls for detailed understanding
4. Analyze Key Metrics
   • Focus on % Conformance, Satisfaction %, and % Reactivation
   • Understand how step execution influences customer outcomes

🎯 Summary

By leveraging the flow filters and drill-down capabilities, the Conformity Analysis Dashboard empowers teams to:

• Monitor process adherence in real time
• Identify gaps in conformance and their consequences
• Coach agents effectively based on data
• Continuously refine processes to improve satisfaction and reactivation outcomes

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📘 Summary Dashboard: Single Value Stream Analysis Dashboard

🧾 Purpose

This Summary Dashboard helps users analyze key metrics related to interaction quality, agent performance, and cancellation reasons. It provides a comprehensive view of each interaction, from overall KPIs to detailed conversation transcripts.

🗂️ Dashboard Components

1️⃣ Top-Level Metrics (Part 1)

Located at the top of the dashboard.

These KPI tiles offer a high-level performance overview:

2️⃣ Violation Metric

Also located at the top of the dashboard.

• Displays the percentage of violations detected
• On hover, shows tooltip with the number of calls corrected for violations
• Important for tracking non-compliance trends and process improvement

3️⃣ Left-Side Filters Panel

Use this panel to refine your view of the data:

4️⃣ Agent Selection

• Highlights the currently selected agent (e.g., “Ljubica Tosheva”)
• Filters all panels and visuals to reflect data for that agent
• Useful for agent-specific performance and call review

5️⃣ Main Visualization Area (Center Left)

• Shows the process flow of the interaction
• Represents steps such as greeting, objection handling, resolution, closure, etc.
• Toggle available to switch between:
  • Total Count – absolute numbers
  • % View – relative percentages of flows

Helps identify how interactions typically unfold and where bottlenecks occur.

6️⃣Objection Category (Red Box)

• Highlights the main objection or reason for cancellation
• Aids in identifying:
  • Common trends across interactions
  • Areas for product or training improvement
• Links to agent effectiveness in handling objections

7️⃣ Call Summary (Center Right)

• Displays a text-based summary of the selected interaction
• Highlights key moments and decisions made during the call
  A quick way to understand the call without reading the full transcript

8️⃣ Interaction Transcript (Right Panel)

• Displays a turn-by-turn transcript of the conversation
• Labels each speaker (e.g., Queue, Agent, Customer)
• Shows both utterances and agent actions (e.g., hold, transfer)
• Allows for deep analysis of language, tone, and flow

✅ Best Practices

• Start with Top-Level Metrics to get an immediate sense of overall performance.
• Monitor the Violation Metric to track compliance and the success of corrective actions.
• Use the Objection Category to discover common blockers in the customer journey.
• Apply Filters to isolate specific timeframes, agents, brands, or providers.
• Use Agent Selection to dive into individual performance and handling styles.
• Explore the Main Visualization to understand conversation structure and flow.
• Read the Call Summary for a quick narrative overview of each call.
• Check the Call Quality Panel to identify technical call failures.
• Analyze the Interaction Transcript for granular insights into agent-customer communication.

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📘 Rejection Dashboard: Rejection Analysis Dashboard

🧾 Purpose

The Rejection Analysis Dashboard enables QA teams, supervisors, and business analysts to:

• 🧠 Understand why customers reject reactivation attempts
• 🎧 Analyze how agents respond to these objections
• 📊 Evaluate objection handling performance in terms of success and customer satisfaction

🗂️ Dashboard Overview

1️⃣ Call Volume for Rejecting Reactivation

• Displays the volume of calls for each customer rejection reason
• Each bar represents a distinct reason; its length shows the number of instances
• "(Blank)" indicates rejections where the reason was not explicitly captured

2️⃣ Agent Response Area for Rejected Interaction

• Categorizes agent responses when customers reject reactivation
• Each slice shows the proportion of calls associated with a specific response
• Helps identify whether agents take action or miss opportunities

3️⃣ Overall Objection Handling

• Bar chart shows volume of each customer objection
• Blue line: Success rate (%) of handling each objection
• Purple line: Average customer satisfaction (%) associated with each objection
• Use this to assess effectiveness and customer sentiment across objection types

4️⃣ Customer Objection Handling Table

• Presents detailed performance metrics for each customer objection

🔽 Drill-Down Capabilities:

1. Initial View:
   • Shows performance aggregated by Customer Objection
2. Drill to Agent Response:
   • Click a row to break down metrics by agent response for that objection
3. Drill to Details:
   • Click a specific agent response to see the individual interactions (e.g., call IDs)

🔍 How to Use the Dashboard

1. Identify Top Rejection Reasons

• Use the Call Volume bar chart to see which objections are most common
• Focus on high-volume reasons like pricing, service dissatisfaction, etc.

2. Understand Agent Response Patterns

• The Donut Chart helps visualize how agents typically respond to rejected reactivations
• Identify if agents are taking active steps or defaulting to passive responses

3. Evaluate Objection Handling Performance

• Use the Combined Chart to find objections with:
  • High call volume
  • Low success rates
  • Low customer satisfaction
• These represent potential training or process gaps

4. Explore the Customer Objection Handling Table

a. Initial View

• Review objection types with low Success % or Satisfaction %
• Prioritize them for deeper analysis

b. Drill to Agent Response

• Click on an objection (e.g., "Tired of the Same Menus")
• See how agents responded (e.g., offered alternatives, no action taken)
• Evaluate which responses yield better results

c. Drill to Details

• Click on an agent response to view the underlying data (e.g., call list)
• Enables case-by-case analysis for coaching or escalation

🧩 Summary

The Rejection Analysis Dashboard empowers teams to:

• 📉 Reduce reactivation rejection rates
• 🧑‍💼 Improve agent handling strategies
• 🎯 Target specific objections with low satisfaction or success
• 🧪 Analyze effectiveness down to individual agent responses and interactions

Use the drill-down feature to move from macro trends to micro-level insights and strengthen your customer recovery processes.

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📘 Variation Dashboard: Variation On Conversation Dashboard

🧾 Purpose

The Variation On Conversation Dashboard visualizes the different paths customer conversations take. It helps users:

• 🔄 Understand typical and atypical conversation flows
• 📈 Analyze conversation performance metrics at each stage
• 🧩 Identify high-performing paths and areas where improvements are needed

🗂️ Dashboard Components

1️⃣ Top KPI Tiles

Provides key performance indicators across all analyzed conversations:

2️⃣ Variation On Conversation Visual

• Nodes: Represent distinct stages of a conversation (e.g., Greet and Introduce, Offer Plan, Objection Handling, Closure)
• Links (Arrows): Show transitions between nodes
• Thicker links = more frequent transitions
• Hover or click to view details in the Information Panel

3️⃣ Information Panel

• Initial State:
  • Displays message: "Please select one of the nodes to show detailed information."
• When a Node is Selected (e.g., "Greet and Introduce"):
  • Node Title: Name of the selected activity
  • Frequency Donut Chart: % and count of conversations involving this stage
  • Activity Frequency: Total occurrences of the selected stage
  • Detailed Breakdown:
    • % and count of conversations:
      • Starting with this activity
      • Without this activity
      • Ending with this activity
      • Starting at this activity
      • Having success with this activity

4️⃣ Filters

Allows you to focus the analysis on specific conversation sets:

5️⃣ Case ID Lis

• Displays a list of individual Case IDs
• Selecting a Case ID (if interactive) may highlight its path in the main flow diagram
• Useful for analyzing specific conversations

🔍 How to Use the Dashboard

✅ 1. Get an Overview of Conversation Flows

• Use the Variation On Conversation visual to see common customer paths
• Look for thicker links to spot the most frequent transitions between stages

🎯 2. Interact with Nodes for Detail

• Click a node to view specific metrics in the Information Panel
• Evaluate:
  • How often the node appears
  • Its position in the conversation (start, end, etc.)
  • Its contribution to successful outcomes

Example: Clicking "Greet and Introduce" shows its frequency, where it appears in calls, and success rate

🔎 3. Analyze Conversation Paths

• Follow different paths from start to finish
• Compare typical flows vs. outlier sequences
• Detect stages where drop-offs or escalations frequently occur

🧪 4. Apply Filters for Focused Analysis

• Use Date, Brand, and Agent filters to narrow the dataset
• Adjust the Variation Slider to focus on simple vs. complex conversations
• Ideal for analyzing agent-specific patterns or performance over time

🔍 5. Explore Individual Conversations

• Select a Case ID from the bottom-right list to view its conversation path
• Useful for QA follow-up, coaching, or reviewing customer escalations

🧩 Summary

The Variation On Conversation Dashboard offers a visual and interactive exploration of how conversations unfold. It allows you to:

• Understand typical vs. irregular conversational paths
• Dive deep into specific stages for performance metrics
• Identify high-impact stages that drive success or customer satisfaction
• Drill into individual cases for detailed investigation

Use this dashboard to optimize conversation strategies, improve agent performance, and ensure consistency across interactions.

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📘 User Guide: Quality Dashboard

🧾 Purpose

This guide provides step-by-step instructions on how to navigate and interpret this dashboard, focusing on understanding performance related to both Quality and Compliance standards.

🗂️ Dashboard Components

1️⃣ Top-Level Metrics

Prominently displayed at the top.

These KPIs provide a snapshot of overall performance:

2️⃣ Quality/Compliance Trend Chart

A dual-line chart showcasing performance over time.

• Plots Quality % and Compliance % over selectable time intervals (e.g., weekly)
   
• Reveals patterns or fluctuations in adherence
   
• Aids in tracking progress or regressions
   

Useful for identifying trends and measuring the impact of process or training changes.

3️⃣ Quality Breakdown Table

A tabular view of performance grouped by quality themes.

• Organized by Quality Groups
   
• Displays metrics across different time periods
   
• Provides a clear comparison between categories or question types
   

🔍 Drill-down Functionality Click on a Quality Group to expand and see the performance by individual QA questions. This layered view enables root cause analysis and targeted coaching.

4️⃣ Compliance Breakdown Table

Focused breakdown of compliance performance.

• Lists individual Compliance Questions
   
• Shows adherence rates over time
   
• Highlights both strong performers and areas needing attention
   

Helps pinpoint compliance gaps at a granular level.

5️⃣ Left-Side Filters Panel

Use filters to customize the data view.

Filtering helps narrow the scope for deep-dive analysis and team-specific insights.

✅ Best Practices
 

• Start with Top-Level Metrics to get an immediate performance overview.
   
• Track trends in the Quality/Compliance Chart to monitor stability and spot anomalies.
   
• Drill down in the Quality Breakdown Table to identify strengths and weaknesses in specific areas.
   
• Examine the Compliance Table to find questions that require retraining or procedural adjustments.
   
• Leverage Filters to focus your evaluation on a specific timeframe, agent, team, or interaction.