A centralised page for all your customers, their interactions and their metrics. Until now, understanding a customer’s support history with your brand meant switching between multiple screens and piecing together their story. With Customer Overview, you can instantly access a full summary of their conversations, survey scores, detected emotions, and Total Handling Time. The screen opens in a new tab, so your current workflow stays uninterrupted.

What’s included

• Quick Access: Click the View Customer Overview button when reading any interaction with a customer.
• Key Metrics: See their CSAT score, NPS score, and total handling time at a glance.
• AI Summary: Get a natural-language overview of the customer’s contact drivers and support experience.
• Unified View: Search, group, and explore multiple contact identities under a single customer profile.
• Data Visualisation: View emotion trends, contact channels, and top contact reasons (if available).
• Interaction History: Filter and browse all past interactions with this customer.

Using the charts and filters

Once you’re on the Customer Overview screen, you’ll see a rich breakdown of that customer’s contact history and patterns.

The example shows how the charts and filters look for a customer with 5 interactions.

• For the bar chart, you can use the axis controls and filters to sort, visualise, and analyse the customer’s contact patterns. These controls work similarly to those on the Explore screen.
• For the Top Contact Reasons table, you can click on any contact reason row. This will update the list of interactions below to only show conversations about that specific topic.
• The donut charts for Interaction Type and Customer Emotions breakdowns also act as filters for the conversations below.

Setting up the Top Contact Reasons table

To get the most insight from the Contact Reasons table: