What are Out-The-Box Insight Topics and Automated Line Items?
Our core evaluagent CX plan aims to give you a taster of SmartIntelligence and SmartScore by providing a collection of Insight Topics and Automated Line Items "Out of the Box". These have been built by the evaluagent team and cover a broad scope of scenarios to help you find your "Must-Monitor" conversations and speed up the evaluation process with Automated Line Items.
What is the difference between Insight Topics and Automated Line Items?
Insight Topics are applied across 100% of your analysed conversations to help you find "Must-Monitor" conversations and understand the total % of conversations whereby language associated with, for example, "Repeat Contact" has been found or not.
Insight Topics are automatically enabled on all evaluagent CX accounts so you do not need to do anything. Access to the "evaluagent Insights" Tab can be controlled via Permissions.
Automated Line Items are enabled in your account by default however you must add them when building your scorecard to see them in action. Over time, if you wish to review the accuracy of these Automated Line Items across several evaluations to give you a sense of accuracy then we recommend using the SmartScore Report.
What Insight Topics and Automated Line Items are available out the box?
We fully expect to expand our list of Insight Topics and Automated Line Items over time. As of January '24, the list is currently:
List of Insight Topics
Name | Description | Purpose |
Positive Call Opening | Does the Agent use words and phrases associated with a positive call opening | Sets a positive tone at the beginning of the call, influencing customer perception positively. |
Sets Expectations | The agent explains what the next steps will be | Often reduces unnecessary repeat contacts and costs |
Agent Ownership | Agent shows signs of ownership within the conversation | Promotes accountability and responsibility among agents, leading to more effective problem resolution. |
Customer Vulnerability mentioned | The customer mentions a known vulnerability | These are often high-risk conversations due to increased regulations. Enables you to prioritise QA accordingly |
Repeat Contact | Language used around making repeat contacts | Reducing repeat contact saves money |
Signs of Financial Difficulties | Financial Difficulties detected within the conversations | These are often high-risk conversations due to increased regulations. Enables you to prioritise QA accordingly |
Signs of Empathy | Does the Agent display signs of Empathy through their language | Builds customer trust and rapport, enhancing the overall customer experience. Please note, Empathy isn't always necessary so it should be combined with other filters |
Signs of Acknowledgement | Agent uses language to acknowledge what the customer is saying | Making customer feel heard, understood and the agent has acknowledged reason for contact |
Call Transfer | Agent uses language to suggest the caller is transferred to another department | Identify broken processes that increase handle times. Also identifies agent behaviour (i.e., blind transfers) and contact reduction opportunities |
Signs of Complaints & Escalations | Language used around making a complaint and escalating to higher personnel | Helps you pinpoint which conversations are showing signs of frustration so you can dig in to understand if it's a people, process or policy issue. Lower complaints and escalations lead to higher CSAT and lower costs |
Expression of Dissatisfaction | Customer displays levels of dissatisfaction | Helps you pinpoint which conversations are showing signs of frustration so you can dig in to understand if it's a people, process or policy issue. Lower complaints and escalations lead to higher CSAT and lower costs (this is different to complaints and escalations) |
Positive Call Closing | Does the Agent use words and phrases associated with a positive call closing | Leaves a lasting positive impression, encouraging customer loyalty and satisfaction. |
List of Automated Line Items
Line Item Name | Description | Purpose |
Did the Agent inform the customer that the conversation is recorded for training and monitoring purposes? | Agent informs the customer that the conversation is recorded or archived for training & monitoring purposes | Ensures legal compliance and transparency |
Did the Agent confirm the possible contact details of the customer? | Agent confirms the customers details are correct and up to date | Enhances data accuracy and personalization of customer service. |
Did the Agent display evidence of caring for the customer and were they courteous throughout the call? | Agent was friendly and polite | Ensures brand reputation is protected |
Does the Agent use a range of questioning techniques and curiosity to understand the customers problem? | Agent uses a mixture of questioning techniques | Helps in understanding the customer's issue more deeply, leading to more effective problem-solving. |
Does the Agent show signs of Empathy within the conversation | Agent uses language showing empathy towards the customer | Strengthens customer relationships by showing understanding and care. |
Does the Agent establish authority within the conversation? | Agent behavioural nudges to establish authority | Builds customer confidence in the agent's ability to handle the issue. |
Does the Agent confirm to the customer that the ID&V has been completed? | Agent confirms ID&V checks have been completed | Data Security and Risk |
Does the Agent ask for 3 pieces of personal information to validate the customer is the account holder? | Agent asks for 3 pieces of personal information to validate that the customer is the account holder | Data Security and Risk |
Does the Agent close the conversation in a warm and positive manner? | The agent closes the conversation with a friendly farewell, and thanks the customer for getting in touch | Leaves a positive, lasting impression on the customer. |
Does the Agent open the conversation in a warm and positive manner? | The agent opens the conversation with a friendly greeting, introduces themselves and the brand / department they represent | Establishes a positive and professional tone from the start |
Does the Agent repeat back information to ensure understanding and accuracy? | Agent repeats key information back to the customer for understanding / accuracy and provides a clear summary of what had been discussed | Ensures mutual understanding and agreement on the discussed points, reducing misunderstandings and enhancing customer clarity. |
Does the Agent state the need to complete a security check before proceeding? | Agent explains they are required to do security before proceeding | Data Security and Risk |
Does the Agent explore a solution to the customers problem? | Agent explores a suitable solution with the customer | Demonstrates the agent's commitment to resolving the customer's issue, improving customer satisfaction and problem resolution efficiency. |
[AI] Does the Agent use a range of questioning techniques to understand the customers problem? | Agent employs various open-ended and close-ended questions to grasp the full scope of the customer's issue. | Helps in thoroughly understanding the issue, leading to a more accurate and efficient resolution. |
[AI] Does the Agent display an appropriate level of Empathy throughout the call? | Agent communicates understanding and concern for the customer's situation | Enhances customer rapport and satisfaction by making the customer feel valued and understood. |
[AI] Does the Agent establish authority within the conversation? | The agent uses words or phrases associated with attempting to be a subject matter expert | Builds trust in the service |
[AI] Does the Agent open the conversation in a warm and positive manner? | The agent opens the conversation with a friendly greeting, introduces themselves and the brand / department they represent | Establishes a positive and professional tone from the start |
[AI] Does the Agent close the conversation in a warm and positive manner? | The agent closes the conversation with a friendly farewell, and thanks the customer for getting in touch | Leaves a positive, lasting impression on the customer. |
[AI] Does the Agent attempt to qualify the sales opportunity? | The Agent assesses the customer's needs and interest for any potential sale | Increases the effectiveness of sales efforts by identifying qualified leads and catering to customer needs. |
How to provide feedback on the accuracy of Out the Box Insight Topics and Automated Line Items
Our library of Out The Box Insight Topics and Automated Line Items aim to cover the majority of common use cases & conversation patterns that exist within Customer Service and Sales conversations. Having said that, the accuracy and usefulness will depend on any complexity/uniqueness/nuance within the conversations your contact centre handles. For example, without SmartIntelligence or SmartScore we cannot cater for your business's unique brand voice.
It is important to also recognise that any system will never be 100% accurate with many influencing factors which is why any Insight Topic should be used as a guiding indicator and in conjunction with other filters for maximum effectiveness.
As we continually review the effectiveness of each Out The Box Insight Topic and Automated Line Item, the evaluagent Product team would love to hear your feedback so if you discover a trend of conversations not being tagged with an Insight Topic where you believe they should, then please raise this product feedback via the Support Desk. They will ask you for evidence within at least 15 conversations, the reference number, the current behaviour and expected behaviour before being able to consider any request.