The Customer Experience (CX) Insights dashboard provides a post-interaction view of customer experience by combining sentiment, resolution, churn risk, and topic-level drivers. It helps quality managers, CX leaders, and supervisors identify what improves customer satisfaction and what negatively impacts performance — using data from real conversations.
Enable the Conversational Intelligence toggle under Configure > Settings to access CX Insights and CX trends.
Dashboard sections:
| Section | What it shows |
|---|
| Customer Experience Metrics | Overall Resolution Rate, Average Wait Time, NPS, Sentiment Distribution, Customer Churn Monitor. |
| CSAT Drivers | Topics that positively influence customer satisfaction. |
| DSAT Drivers | Topics that negatively impact customer satisfaction. |
| Insights Mining | Topic vs. Sentiment Bubble, Keyword Cloud, Emotions. |
| Interaction Details | Session data, Call ID, Agent info, Call Reason/Intent, Sentiment Score, Dispositions. |
Filters
Date and Time Range
Filter CX Insights data by date range (for example, Last 90 Days, Last 28 Days, Last 7 Days). The default is Today. Select a range and select Apply.
Channel Filter
Filter by All, Voice, Chat, or Email.
This displays aggregate customer data across all channels.
Top-Level CX Metrics
Provides a high-level view of service quality and effectiveness. To see which agents or behaviors influence CX outcomes, refer to Performance Insights.
Average Wait Time
Displays the average time customers wait before an agent responds. Calculated as total wait time ÷ customers served in the period. Defaults to 0 when no data is available.
Shows:
- Current average wait time (for example, 8s).
- Percentage change vs. the previous period.
- Directional indicator (increase or decrease).
Use to: Monitor responsiveness and identify staffing or queue optimization needs.
Overall Resolution Rate
Shows the percentage of interactions marked as resolved in the selected period. Displays 0% when no qualifying conversations exist.
Shows:
- Resolution rate percentage.
- Comparison with the previous equivalent time range.
- Improvement or decline indicator.
Use to: Track end-to-end resolution effectiveness, measure impact of process improvements, and set benchmarks.
Sentiment Distribution
Sentiment
Classifies customer interactions as Positive, Neutral, or Negative and infers the overall customer emotion (for example, Happy, Satisfied, Disappointed).
The doughnut chart shows interaction distribution across sentiment categories. Total interactions appear at the center.
| Color | Sentiment |
|---|
| Green | Positive |
| Yellow | Neutral |
| Red | Negative |
Customer Churn Monitor
Shows churn risk in a pie chart, comparing the churn percentage with total calls and escalations. Hover over a section to see its value; select a section to view related calls.
| Category | Color | Description |
|---|
| No Churn/Escalation | Green | Interactions with no customer churn or escalation. |
| Customer Churn | Red | Interactions where customer churn was detected. |
| Escalation | Yellow | Interactions where the customer requested supervisor assistance. |
Enable Conversational Intelligence in Configuration > Settings and process conversations to track churn risk.
CSAT Drivers
Identifies topics that positively affect customer satisfaction using a driver-impact scoring model based on average sentiment.
Driver Impact Score Calculation
Driver Impact Score = (Average Sentiment − Baseline Sentiment) × Conversation Count
| Component | Description |
|---|
| Average Sentiment | Mean sentiment score (1–10) for the topic. |
| Baseline Sentiment | Overall sentiment average for the selected period. |
| Conversation Volume | Number of interactions tagged with the topic. |
Qualification Criteria
A topic qualifies as a CSAT driver only when it meets both:
- Volume: ≥30 conversations and ≥2% of total conversations.
- Deviation: ≥0.8 sentiment points from baseline.
Driver Card Details
Each card shows:
- Topic name with taxonomy path (for example, L2: Travel Planning > L3: Cost of the Flights).
- Average sentiment score with comparison indicator.
- Color-coded sentiment badge.
- Sentiment deviation from baseline.
- Conversation volume.
Warning Indicators
Topics that don’t meet qualification thresholds display a warning icon (⚠).
| Warning Type | Meaning |
|---|
| Volume Warning | Insufficient data for reliable insights. |
| Deviation Warning | Sentiment is close to baseline. |
| Both | Limited volume and low differentiation. |
- If 6+ qualified drivers exist: Show top 6 (no warnings).
- If fewer than 6 qualified drivers: Fill remaining slots with warned drivers.
- If limited data: Show a warning message indicating insufficient data.
Baseline Calculation
| Selection | Baseline |
|---|
| Multiple or all channels | Average sentiment across all conversations in the filtered period. |
| Single channel | Average sentiment for only that channel in the filtered period. |
- When Conversational Intelligence or Generative AI is disabled, advanced CX insights aren’t available.
- To enable: Navigate to Generative AI Tools > Gen AI Feature > Copilot.
DSAT Drivers
Highlights the top 6 topics negatively impacting customer satisfaction.
Uses the same driver-impact scoring model as CSAT Drivers, but identifies topics where Average Sentiment is below Baseline Sentiment.
Visual indicators:
- Red sentiment badges.
- Warning icons when data thresholds aren’t met.
Use to: Identify customer pain points, prioritize high-impact fixes, and track improvements after corrective actions.
If no data is available, more conversations need to be captured and analyzed to identify dissatisfaction drivers.
