Understanding Out-The-Box Insight Topics and Line Items
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Out-of-the-Box Topics |
| Enables the collection of out-of-the-box Insight Topics and Automated Line Items |
Analytics Data Processing |
| Required for analysing imported conversations |
Required Permissions:
View conversation insights (
quality.view-insights) — to see the "evaluagent Insights" tab on imported conversations and evaluationsView imported contacts (
quality.evaluations.imported-contacts) — to access imported contact filters and the Insights tab
What Are Out-The-Box Insight Topics and Automated Line Items?
evaluagent CX gives you a taster of Smart Intelligence 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 where 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, we recommend using the SmartScore Change Report.
What Insight Topics and Automated Line Items Are Available Out of the Box?
We fully expect to expand our list of Insight Topics and Automated Line Items over time. As of January 2024, the list is:
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-of-the-Box Insight Topics and Automated Line Items
Our library of out-of-the-box Insight Topics and Automated Line Items aims to cover the majority of common use cases and 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 Smart Intelligence or SmartScore v2 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.