The Customer Experience Dashboard helps you spot friction points, churn risks, and sentiment trends across customer interactions. This guide shows you how to access and navigate the dashboard to improve customer experience.

Accessing the Customer Experience Dashboard #

Step 1: Navigate to Create Dashboards #

1. Login to your Insight7 account at https://insight7.io
2. Click on Analyze in the main navigation
3. Select Create Dashboards

Step 2: Select Customer Experience #

1. You’ll see different dashboard types available
2. Click on Customer Experience
3. You’ll see: “Spot friction points, churn risks, and sentiment trends”
4. Upload your calls and the system will begin analyzing your customer interactions
5. Wait for processing to complete

Understanding Your Customer Experience Dashboard #

The dashboard is organized into four key sections, each providing different insights into your customer experience:

Operations Section #

The Operations section helps you identify and track operational issues affecting customer experience.

Key Metrics #

Total Issues Identified

• Total number of operational problems detected across analyzed calls
• Example display: 2
• Includes fulfillment errors, delivery problems, system issues, policy gaps

Escalation Rate

• Percentage of issues that required escalation to higher support tiers
• Example display: 0%
• Indicates severity and complexity of issues
• Lower rates suggest effective first-level resolution

Unresolved Issues

• Number of issues that remain unresolved after the interaction
• Example display: 0
• Critical metric for customer satisfaction
• Tracks follow-through and resolution effectiveness

Summary View #

Below the key metrics, you’ll see:

• Overview narrative of operational health
• Context about issue types and patterns
• Trends in operational performance

Root Cause Analysis #

What it shows:

• Key insights into why operational issues occur
• Distribution of issue types and causes
• Pattern identification across multiple calls

Actionable Insights #

What you’ll see:

• Specific, data-backed recommendations for improvement
• Priority actions to address operational issues
• Evidence-based suggestions for process changes

Use this to:

• Guide operational improvement initiatives
• Assign action items to responsible teams
• Track progress on issue resolution
• Improve operational efficiency
• Reduce customer-impacting errors

Service Quality Section #

The Service Quality section evaluates how well your team handles customer interactions and resolves issues.

Key Performance Indicators #

First Call Resolution

• Percentage of issues resolved in the first interaction
• Example display: 100%
• Gold standard metric for service quality
• Reduces customer effort and improves satisfaction

Effective Communication

• Percentage of calls where agents communicated clearly and professionally
• Example display: 100%
• Measures empathy, clarity, and rapport-building
• Indicates quality of customer interaction

Effective Resolution

• Percentage of calls where the solution addressed the customer’s actual need
• Example display: 100%
• Measures problem-solving quality
• Separates closing tickets from truly solving problems

Summary View #

Below the metrics, you’ll see:

• Narrative overview of service quality performance
• Context about agent effectiveness
• Trends in resolution quality

Sentiment × Outcome Matrix #

This powerful matrix separates customer emotion from agent performance, showing four distinct scenarios:

UPSET + RESOLVED #

What it shows:

• Number of calls where customers started upset but agents resolved effectively
• Example display: 2 calls
• Label: “Customers started upset but were successfully resolved by agents. 2 calls involved effective problem-solving.”
• Category: Normal Support Operation

What this means:

• Agents handled difficult situations well
• Customer frustration was about the problem, not the service
• Strong agent performance despite customer distress
• These are examples of excellent service recovery

Use this to:

• Identify and celebrate strong agent performance
• Extract coaching examples of effective problem-solving
• Train other agents on difficult situation handling
• Recognize agents who excel under pressure

HAPPY + RESOLVED #

What it shows:

• Calls where customers were satisfied and issues were resolved
• Example display: 0 calls
• Label: “No calls in this category”
• Category: Ideal State

What this means:

• When populated, these represent perfect interactions
• Customer was happy throughout, issue was resolved
• Smooth, positive customer experience

Use this to:

• Identify best-in-class service examples
• Understand what creates ideal customer experiences
• Replicate successful interaction patterns
• Set benchmarks for service excellence

ANGRY + UNRESOLVED #

What it shows:

• Calls where customers were angry and issues weren’t resolved
• Example display: 0 calls
• Label: “No calls in this category”
• Category: Critical Problem

What this means:

• When populated, these are high-risk churn situations
• Agent failed to resolve customer’s issue
• Customer left angry and unsatisfied
• Requires immediate intervention

Use this to:

• Identify critical failures requiring immediate action
• Prevent churn through rapid follow-up
• Coach agents on resolution techniques
• Escalate for management intervention

FRUSTRATED + MADE WORSE #

What it shows:

• Calls where agent actions made the situation worse
• Example display: 0 calls
• Label: “No calls in this category”
• Category: Training Issue

What this means:

• When populated, indicates serious agent performance problems
• Customer frustration increased during interaction
• Poor communication, incorrect information, or inadequate empathy
• Signals training or coaching needs

Use this to:

• Identify agents needing immediate coaching
• Spot training gaps across the team
• Develop targeted improvement programs
• Prevent further negative experiences

Actionable Insights #

What you’ll see:

• Specific recommendations for improving service quality
• Evidence-based coaching opportunities
• Prioritized improvement actions

Use this to:

• Develop targeted agent training
• Improve quality assurance processes
• Enhance service delivery standards
• Build coaching plans for individual agents

Product Section #

The Product section provides intelligence about how customers discuss your products, competitors, and desired features.

Key Metrics #

Product Calls

• Total number of calls where products were discussed
• Example display: 2
• Indicates volume of product-related conversations

Feature Requests

• Number of new features or capabilities customers requested
• Example display: 1
• Direct input for product roadmap
• Voice of customer for innovation

Competitor Mentions

• Number of times competitors were mentioned
• Example display: 2
• Competitive intelligence indicator
• Shows competitive evaluation context

Summary View #

Below the metrics, you’ll see:

• Overview of product-related discussions
• Context about feature requests and competitive landscape
• Product intelligence trends

Product Mentions #

What it shows:

• Specific products or features discussed
• Frequency of mentions for each product
• Example display:
  • insight7 – 2 calls

Use this to:

• Track which products generate most support needs
• Identify products with quality issues
• Understand product adoption patterns
• Prioritize product improvements

Feature Requests #

What you’ll see:

• Specific features or capabilities customers requested
• Supporting quotes and context
• Frequency of similar requests

Examples:

• Customers asking for specific integrations
• Requests for new functionality
• Desired improvements to existing features
• Gap identification in current offering

Use this to:

• Inform product roadmap decisions
• Validate feature prioritization
• Understand customer needs directly
• Build features customers actually want

Actionable Insights #

What you’ll see:

• Product-specific recommendations
• Feature prioritization suggestions
• Competitive positioning guidance

Use this to:

• Guide product development decisions
• Close gaps with competitors
• Address customer needs proactively
• Build customer-centric products

Opportunities Section #

The Opportunities section identifies revenue growth potential through cross-sell, upsell, and capturing missed opportunities.

Summary View #

What it shows:

• High-level overview of opportunity landscape
• Context about missed opportunities
• Strategic recommendations

Example: “Sales agents missed key cross-sell opportunities despite clear customer interest. The need for an Autoship program was explicitly stated but not addressed by agents.”

Use this to:

• Understand opportunity capture rate
• Identify training needs for agents
• Recognize patterns in missed opportunities
• Develop strategic initiatives

Opportunity Categories #

Cross-Sell Opportunities #

What it shows:

• Number of calls with cross-sell potential identified
• Example display: 1 Call
• Details: “No cross-sell opportunities identified in the current data” (when none found)

When opportunities exist, you’ll see:

• Specific products or services customers expressed interest in
• Context around customer needs
• Quotes showing purchase intent

Use this to:

• Train agents on identifying cross-sell signals
• Develop cross-sell strategies and scripts
• Track conversion rates on identified opportunities
• Increase average order value

Up-Sell Opportunities #

What it shows:

• Number of calls where customers could benefit from upgrades
• Example display: 1 Call
• Details: “No up-sell opportunities identified in the current data” (when none found)

When opportunities exist, you’ll see:

• Upgrade paths customers mentioned or showed interest in
• Premium features customers need
• Usage patterns indicating tier changes

Use this to:

• Expand existing customer accounts
• Move customers to higher-value tiers
• Improve customer outcomes with better solutions
• Increase customer lifetime value

Missed Opportunities #

What it shows:

• Number of calls where agents missed clear opportunities
• Example display: 2 Calls
• Details: “Two missed opportunities for cross-selling identified”

What you’ll see:

• Specific moments where opportunities were present
• Customer signals that weren’t acted upon
• Products or services customers needed but weren’t offered
• Context showing why opportunity was missed

Use this to:

• Identify coaching needs for specific agents
• Develop training on opportunity recognition
• Create prompts or triggers in support systems
• Improve conversion rates and revenue

Recommendations #

What you’ll see:

• Specific, actionable suggestions for capturing opportunities
• Training recommendations for agents
• Process improvements to systematize opportunity capture
• Strategic initiatives to increase revenue

Common recommendations:

• “Train agents to listen for [specific buying signals]”
• “Create prompts for agents when customers mention [trigger phrase]”
• “Develop cross-sell scripts for common scenarios”
• “Implement follow-up process for identified opportunities”

Use this to:

• Build action plans for opportunity capture
• Develop sales enablement materials
• Improve agent performance
• Increase revenue from existing customer interactions

Using the Customer Experience Dashboard Effectively #

For Customer Experience Leaders #

Strategic CX Improvement

1. Review Operations section for systemic issues
2. Monitor Service Quality for team performance
3. Use Product insights for customer feedback
4. Track Opportunities for revenue growth

Performance Monitoring

• Set benchmarks for each metric
• Track improvement over time
• Compare across teams or regions
• Identify best practices to replicate

Resource Allocation

• Invest in fixing high-frequency operational issues
• Allocate training budget based on service quality gaps
• Prioritize product improvements from feature requests
• Focus on high-value missed opportunities

For Support Team Managers #

Agent Coaching

1. Use Sentiment × Outcome Matrix for coaching conversations
2. Celebrate agents in “Upset + Resolved” category
3. Provide intensive coaching for “Frustrated + Made Worse”
4. Share examples from “Happy + Resolved”

Team Performance

• Monitor First Call Resolution trends
• Track Effective Communication scores
• Measure Effective Resolution rates
• Compare individual agent performance

Quality Assurance

• Review calls in each matrix quadrant
• Validate AI assessments
• Identify training needs
• Build quality standards

For Product Teams #

Roadmap Planning

1. Prioritize Feature Requests by frequency
2. Address Product Mentions with issues
3. Respond to Competitor Mentions strategically
4. Use customer language in product development

Customer-Centric Innovation

• Build features customers actually request
• Close gaps competitors exploit
• Improve products causing operational issues
• Validate product direction with real feedback

For Sales and Revenue Teams #

Opportunity Capture

1. Train on identifying Cross-Sell signals
2. Develop Up-Sell strategies and scripts
3. Analyze and learn from Missed Opportunities
4. Track conversion rates on identified opportunities

Revenue Growth

• Systematize opportunity identification
• Create prompts for common scenarios
• Measure impact of opportunity capture
• Expand customer lifetime value

For Operations Teams #

Process Improvement

1. Address root causes of operational issues
2. Reduce Escalation Rate through better processes
3. Improve Unresolved Issues tracking
4. Streamline operations based on insights

Cross-Functional Collaboration

• Share operational insights with relevant teams
• Coordinate on systemic issue resolution
• Improve handoffs and communication
• Build preventive measures