The CX Self-Service Automation Identification Dashboard provides a clear overview of how customer interactions are being automated to enhance customer experience and improve operational efficiency. Its primary purpose is to track and identify opportunities for automating customer service tasks—reducing wait times, improving satisfaction, and streamlining internal processes.
By identifying interactions that are suitable for self-service automation, the dashboard supports cost reduction and improves accessibility through optimized channel utilization.
The dashboard highlights key self-service and automation opportunities:
Customer Self-Service
Functions such as account updates, password resets, and order tracking allow customers to independently complete tasks through automated systems without agent intervention.Agent-Assisted Tasks
Tasks like data entry and document retrieval are supported with automation tools, enabling agents to deliver faster and more accurate service.Back-Office Automation
Processes such as report generation and invoice processing are automated to reduce manual effort, improve accuracy, and free resources for more strategic work.
By monitoring and analyzing these areas, the dashboard helps organizations identify where additional automation can be introduced, evaluate the effectiveness of current automation solutions, and ensure a seamless experience for both customers and agents.
Visuals Displayed
CX Self-Service Opportunities KPI Card
This visual provides an overview of performance for each opportunity and compares month-to-date (MTD) figures against the previous month and highlights month-over-month changes. This card gives a quick, high-level view of key performance indicators for each opportunity, helping users track changes over time.
CX Self-Service Rate by Question
This visual displays the percentage of calls where self-service opportunities were identified. This chart highlights the effectiveness of self-service identification across different opportunities.
CX Self-Service Hits by Date
This visual displays historical trends and forecasts when specific opportunities are likely to occur, based on past data and helps predict future call volumes for self-service opportunities.
CX Self-Service Hits by Site Name (with Drilldown for Agent Group & Agent)
This visual displays which sites, agent groups, and individual agents most frequently transfer calls. This enables prioritization of call-routing solutions, identification of process improvement areas, and focus on teams requiring additional automation support.
CX Self-Service Hits, Agent Sentiment, and Caller Sentiment by Opportunity
This visual highlights the most frequently triggered opportunities and associates them with sentiment data for both agents and callers and identifies opportunities with high impact and those where sentiment requires improvement.
Workflow
The dashboard is designed with an integrated, interactive workflow that guides analytics users through automation insights:
Review the CX Self-Service Opportunities KPI Card to quickly assess overall performance and identify key changes month-over-month.
Drill into specific automation opportunities, which dynamically update all related visuals for focused analysis.
Examine charts and breakdowns by question, site, agent group, agent, and sentiment to analyze performance in detail and pinpoint areas of impact.
Leverage forecasting visuals to track historical trends and predict future call volumes for self-service opportunities.
This structured flow ensures that analytics users can move seamlessly from a high-level overview to detailed, call-specific insights, enabling targeted improvements in automation and customer experience.
Benefits
The CX Self-Service Automation Identification Dashboard enables analytics users to:
Monitor automation effectiveness through KPI cards and trend analysis.
Identify optimization opportunities for customer self-service and agent-assisted processes.
Pinpoint areas of improvement by site, agent group, agent, or sentiment.
Forecast future volumes of automation opportunities to prepare resources.
Improve customer experience by reducing wait times and providing more self-service options.
Enhance operational efficiency by automating repetitive tasks and back-office processes.