Our suite of expected metrics bring you even more insights to better understand your customers and the emerging trends within conversations. The xMetrics available include:

Those available to you today may depend on your specific contract. If you'd like to find out more on how to enable xMetrics please contact us 'here'

xNPS is a predictive measure of how likely we believe a customer would be to recommend your business on a scale of 0-10. You can find out more about the xNPS metric from this 'Understanding & Using xNPS' article.

xRepeats identifies if there is any reference to a previous interaction with the company about the same issue. By identifying conversations that are repeats you'll be able to easily identify the root causes of why customers needed to get in touch multiple times and look to reduce unnecessary demand, improve first contact resolution and improve customer satisfaction.

The AI looks for phrases indicating prior contact, such as "I called last week about this billing problem" or "This is the third time I'm contacting you about my account". xRepeats does not count transfers between departments during the same call or general mentions of using the service before without issue context.

xVulnerability indicates whether a customer has shown signs of vulnerability during a conversation. This includes but is not limited to things like feelings of anxiety, signs of financial distress, health issues, changes in personal circumstances. You can use this information to better understand the needs of your customers and adapt how vulnerable customers are treated.

The AI identifies specific vulnerability types including social isolation, life changes, health-related limitations, financial concerns, and technology limitations.

xResolution determines whether a customer's issue was resolved at the end of an interaction or if there are still outstanding issues to be resolved. Identifying these types of conversations can help you understand correlation between other trends like xRepeats and the effectiveness of workflows to ensure there is a positive resolution to an interaction. These will also contribute to improving customer satisfaction and first call resolution.

Each conversation that has been analysed will be tagged with the xMetric result that has been identified, along with reasoning for that outcome. The combination of metrics may vary depending on your set up but these are individually represented within the insights column to be able to delve into the reasoning details and highlighting the evidence.

Open the drop down menu for the related metric to see more detail about the insight. You can view the occurrences of that metric and the reasoning if they are present.

The reasoning gives an overview of how that result was found and you can click the 'view evidence' link to navigate to that section of the conversation. The related text will be highlighted in yellow.

Within the Imported Contacts view you can access the xMetrics as part of the filters to explore conversations.

Within the Imported Contacts view, you can access an xNPS filter. This enables you to discover specific types of conversations that you might wish to explore further or carry out detailed evaluations on. Like all filters, these can be combined with other types of variables to narrow down your group of conversations.

When adding a filter the xMetrics can be found under the evaluagent insights field category and you can select whether the xMetric has been found or not

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