Understanding & Using xMetrics

Summary of xMetrics

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:

• xNPS
• xRepeats
• xVulnerability
• xResolution

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'

A little bit more behind the metrics

xNPS

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

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. 

xVulnerability

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 utilise this information better understand the needs of your customers and adapt how vulnerable customers are treated. 

xResolution

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 to 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. 

Viewing a conversation's xMetric ratings

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. 

Using xMetrics as filters to discover conversations

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

• xRepeats: Repeat or not a repeat
• xResolution: Resolve or not resolved
• xVulnerability: Vulnerability detected or not detected

Reporting on xMetrics

Your SmartView Dashboard can be used to create xMetric dashboard widgets to help you get a high level overview of how these are represented across conversations and how they change over time.