Demo – Configure insights in Customer Service

Scenario

You are a customer service manager at City Power & Light who has been tasked with improving performance. To do so, you will examine the insights available in Customer Service.

Exercise 1: Configure Topic Settings

In this exercise you will learn how to enable and analyze insights in Customer Service.

Task 1: Enable Customer Service Insights

  1. Open the Customer Service admin center app.

  2. Under Operations, select Insights.

  3. Click on Manage for Customer Service historical analytics.

  4. Under Enable Customer Service historical analytics report, switch the toggle to On if it is not already.

  5. Click Save & Close.

  6. Click on Manage for Knowledge analytics.

  7. Under Enable Knowledge analytics, switch the toggle to On if it is not already.

  8. Click Save & Close.

Exercise 2: Configure Topic clustering for case settings

In this exercise you will learn how to manage topic clustering.

Task 1: Configure how topics are grouped

  1. Return to the Insights tab.

  2. Click on Manage for Topics clustering for cases.

  3. In Phrases to ignore enter a prefix (example, mollyc) and click Save & close.

Exercise 3: Review Customer Service Insights reports

In this exercise you will learn how to use the reports generated in Customer Service.

Task 1: Configure how topics are grouped

  1. Open the Customer Service Hub app.

  2. Click on Home at the top of the left-hand side navigation.

  3. Click on Customer Service historical analytics in the Insights section.

  4. Examine the KPIs and tables in the Summary tab.

  5. Select the Agent tab.

  6. Exam the KPIs and tables in the Agent tab.

  7. Filter Agent by any particular user using their prefix.

  8. Under Agent metrics, select the Avg. resolve time (hrs) value and click on Details.

  9. Select the Topics tab.

  10. Exam the KPIs and tables in the Topics tab.