Every interaction gets a rating and a short explanation for each of three Experience Drivers, so you can see whether the agent, the bot or the product itself shaped how it went. Ask Spotlight already uses these ratings, and this release adds them to the interaction view and the Experience Score chip, and lets you filter interactions by them.
What's new
Interactions are labelled across three Experience Driver categories: Product/Process, Bot Handling and Agent Handling. Each one is rated positive, negative or neutral, with a one-sentence explanation of why. If Bot Handling is negative, for example, you might read that the bot misunderstood the customer's question, looped them through the menu, and they left without a resolution.
These ratings are already live in Ask Spotlight. It can look up the drivers for a single interaction or aggregate them across a group, so you can ask questions like "What drove negative experiences for billing contacts last week?" or build a report around them.
This release puts the same ratings and explanations into the interface in two places, and adds a filter for each driver:
- The interaction itself: a new Experience Drivers section sits between Summary and Details in the right-hand panel. It's collapsible, independently of Summary, and lists the three drivers in the same order every time with a coloured rating chip and the explanation underneath.
- The Experience Score chip: hover over it in an interactions table and a popover shows the score with an overall label (Mostly Positive, Mixed or Mostly Negative), plus each driver's rating and explanation.
- Experience Driver filters: the + filter menu has a new Experience Drivers category with three filters: Product/Process, Bot Handling and Agent Handling. For each one, pick any mix of Negative, Neutral and Positive. You can apply all three at once, so you can pull up, say, every interaction where Bot Handling was negative but Agent Handling was positive, then run Spotlight on that set to see what's behind it.
Where to find it
Interaction Modal
- Open any interaction from Explore, Customer Overview or Agent Activity, or open it on the Review screen.
- Look for the Experience Drivers section in the right-hand panel, below Summary, and expand it.
On Hover
- To check drivers without opening an interaction, hover over the Experience Score chip in the interactions table on Explore, Agent Activity or Customer Overview
Filter