The Business Risk Dashboard provides a comprehensive view of conversation analytics, focusing on the identification and fluctuation of key issues or risks over time. By visualizing the frequency and impact of these issues across different days, the dashboard enables stakeholders to track trends, uncover patterns, and understand how risks affect both Agent and Caller Sentiment. This integrated approach helps organizations proactively address risks, improve customer experience, and enhance Agent performance.
Displayed Visuals
Business Risk Rates KPI Cards
This visual provides a quick, at-a-glance summary of critical business risks, showing Month-to-Date (MTD) metrics, Previous Month (Prev Month) values, and Month-over-Month (MoM) changes.
Escalation: Issues requiring transfer to a supervisor or specialized team for resolution.
Cancellations: If a customer is expressing intent to discontinue a product, service, or order.
Formal Complaint: Customers initiating a formal complaint process.
Legal Mention: Customers referencing legal action, regulations, or legal rights.
Report to Agency: Customers threatening to involve regulatory bodies or consumer protection agencies.
Business Risk Rate by Date Chart
This visual displays a trend line of business risks over time, allowing users to compare risk levels across the year or drill down to specific dates to identify anomalies, spikes, or patterns.
Interactions by Business Risk and Sentiment (with Drilldown for Agent) Chart
This visual presents a column chart of the frequency or severity of identified risks alongside a line chart showing Agent and Caller Sentiment. This combined view helps users observe correlations for example, whether negative sentiment rises alongside certain risks. The drill-down capability allows performance analysis at the Agent level, highlighting who handles risk-related conversations effectively and who may require training.
Business Risk Call Listing Table
This visual displays all calls in the selected period, including the number of business risks mentioned, call duration, and the Agent handling the interaction. A Call Link icon lets users open specific calls for further review and detailed investigation.
Workflow
Review the Business Risk Rates KPI Cards to get a snapshot of MTD, previous month, and MoM change metrics, quickly identifying critical areas of concern.
Analyze the Business Risk Rate by Date chart to visualize fluctuations over time, spotting patterns or unusual spikes in risk levels.
Examine the Interactions by Business Risk and Sentiment chart to correlate risk occurrence with Agent and Caller Sentiment, drilling down to individual Agent performance where needed.
Investigate specific calls in the Call Listing Table by selecting the Call Link icon, reviewing the number of risks mentioned, and gathering granular details to support follow-up actions.
Benefits
Track Risk Trends: Monitor fluctuations in business risks over time to anticipate emerging issues.
Correlate Sentiment with Risks: Identify how risks impact Agent and Caller Sentiment, enabling targeted interventions.
Improve Agent Training: Use drill-downs to pinpoint Agents who need coaching to better manage high-risk conversations.
Facilitate Root-Cause Analysis: Investigate calls with multiple risk mentions to uncover systemic problems or process gaps.
Support Strategic Decisions: Provide leadership with actionable insights to mitigate risks and improve customer trust.