A user guide: Discovery tab – EvaluAgent

Summary

The Imported Contacts page introduces an enhanced feature that provides users with summarised insights into their customer conversations. This page includes a detailed report with analytics and AI-driven data on your contacts, helping users effortlessly identify key patterns and trends. To enhance usability, the feature offers various customisation view options, allowing users to tailor how data is displayed according to their specific requirements. This guide will walk you through accessing, understanding, and customising the insights available on the Discovery page.

Using insight report

Navigation Prompt

Imported Contacts & filters > Discovery tab

In within this tab you'll find key visualisation charts and a table with summarised insight data. The data can be customised to view the most relevant information for your analysis.

Customise your data

Imported contacts filters

The charts and data table interacts with the imported contacts filters. You can use the filters to narrow down the sample of conversations that you'd like to see relating insight information for.

Grouping data

To easily identify trends and patterns you can customise how the information is grouped. Select a grouping option from the dropdown list available above the table. The default will be 'topics', but the options include;

Topics: Out the box topics and topics created by your organisation
Themes: Themes topics are associated with
Reason for contact: Conversations grouped by reason for contact
Meta data: Meta data relating to your imported contacts (group by a given field)

Managing your columns

In line with the other tabs within the imported contacts page, you can use the manage settings drop down to change the column's displayed and order of columns of the insights table.

Click the manage drop down to show the list of columns within the table. Those with a blue tick will be displayed on the page, you can deselect any of these to remove that column from the table. This can be changed again later.

You can also drag and drop from the list to re-arrange the order of the columns within the table.

Updates will be saved for your view of the table, other users within your organisation can alter this view to their own individual preferences.

Explaining the chart data

We have several charts available to summarise data within the table to allow for an initial high level overview of some key metrics.

Reasons for contact: The reasons found for a customer contacting you
Topic distribution: Topics found on conversations
xNPS distribution: xNPS score & distribution across conversations represented in the table
Meta data: Select a meta data option to populate the chart

Using the charts

These are default shown as donut charts, but you can click the top right bar chart icon to change the view to a bar chart. Use the save image option to download charts as PDFs.

Explaining the table data

Below includes more information on how the data is calculated within the table. These calculations alter depending on the grouping. If you're unsure or need a reminder while navigating the page you can hover over the column header for more information.

When grouped by topic/theme

Column	How this information is calculated	Data type
Count	The number of eligible conversations associated with this topic. A conversation is ‘eligible’ if it's import date is on or after the topic’s creation date, and has been analysed.	Number
% of Conversations	The percentage of all eligible conversations that include this topic. Calculated as (tagged conversations ÷ total eligible conversations) × 100.	Percentage
Customer Sentiment	Shows how customers felt during these conversations, on a five-point scale from extremely negative to extremely positive. Each segment in the bar represents the count of conversations for that sentiment.	Colour barometer (red for negative, yellow for neutral and green for positive)
Agent Sentiment	Shows how the agent’s tone was assessed on a five-point scale from extremely negative to extremely positive. Each segment in the bar represents the count of conversations for that sentiment.	Colour barometer (red for negative, yellow for neutral and green for positive)
% of Repeats	The share of eligible conversations flagged as repeats, based on our xRepeats metric. Calculated as (repeat conversations ÷ total eligible conversations) × 100.	Percentage
xNPS Score	A xNPS for these conversations, ranging from –100 to +100. Each conversation classified as a Promoter, Passive, or Detractor. The xNPS score subtracts the percentage of Detractors from the percentage of Promoters in the topic’s eligible conversations.	Number
xResolution	The share of eligible conversations flagged as Resolved, based on our xResolution metric. Calculated as (Resolved conversations ÷ total eligible conversations) × 100.	Number
xVulnerability	The share of eligible conversations flagged as containing Vulnerability, based on our xVulnerability metric. Calculated as (vulnerable conversations ÷ total eligible conversations) × 100.	Number
Avg. handling time	The average handling time across conversations	Average in days, hours and seconds
Avg Silence	The average time of all recognised periods of silence. We calculate each conversation’s total valid silence, then average it across all eligible conversations for this topic.	Average in days, hours and seconds
Total Silence	The total duration of recognised silence periods in all eligible conversations for this topic. We sum each conversation’s valid silence (over 5s) and display the combined total here.”	Total in days, hours and seconds
Avg. Overtalk	The average count of overtalk events per conversation. An overtalk event occurs when both parties speak simultaneously for more than 1 second.	Average in days, hours and seconds

When grouped by reason for contact there is a slight difference in some of the calculations as these relate to conversations where reason for contact was found;

Column	How this information is calculated	Data type
Count	Number of conversations assigned to this reason for contact.	Number
% of Conversations	The percentage of all eligible conversations that have been tagged with this reason for contact. Calculated as (tagged conversations ÷ total eligible conversations) × 100.	Percentage
The remaining columns are calculated in the same manner for the conversation count in table above.

Drill down

Drill further into the detail by clicking on key insights of interest.

View by Topic

When grouping the data by topic you can click on insight data to further understand the related conversations and start building up a new filter as you're exploring the information.

Agent Sentiment
Click on a sentiment colour (red, amber or green) to explore the conversations relating to a given topic where agent sentiment is negative, average or positive. When clicking on the sentiment type you'll be redirected to all these conversations. The filter in the left hand panel will have the topic and sentiment conditions added
Customer Sentiment
In line with the agent sentiment behaviour you can click on the barometer colours (red, amber or green) to explore the conversations with the given topic and customer sentiment. The imported contacts filters will update with these conditions.
% Repeats
Click on the percentage of conversations that are a repeat for the given topic. In the conversations tab you'll find all conversations that have been tagged as a repeat call. To update this to find all calls that are not a repeat you'll need to change the condition manually from the filter panel.
xResolution
Click on the percentage of conversations that were resolved for the associated topic to view all the conversation that were resolved for that topic. In line with other click through behaviour the 'resolved' and 'topic' filters will be populated
xVulnerability

View by theme

Theses are the themes your topics sit under, you can click on the theme to view the topics related to the theme.
As theme is not an imported contact filter further drill downs are not available on the table columns
You can add other filters directly in the filter panel to narrow down your conversations sample

View by reason for contact

Reasons for contact are not a filter available in the imported contacts filters so further drill downs are not available on the table columns
You can add other filters directly in the filter panel to narrow down your conversations sample