This is Pathlight’s CI Discover Page, your centralized hub for customer interaction data and analysis. This platform features four major tabs—Conversations, Analytics, Performance, and Insights—essential for informed decision-making. Each tab serves a unique purpose, collectively offering a comprehensive view that enriches decision-making, optimizes agent performance, and enhances customer experience.
Overview on the Discover Page tabs
Conversations
The Conversations Tab displays a list of all your conversations. You can filter the table to show conversations that match a specific search criteria or date range and preview the analysis for each conversation. To learn more, please visit this article.
Analytics
A collection of visual aids designed for straightforward evaluation and analysis of customer conversations.
Performance
The goal of this tab is to provide more visibility into agent performance. You will see a summary view with a list of team members and information about their performance in CI. This includes the number of assigned records, sentiment breakdown, resolution rate, and auto/manual QA scores.
Insights
In the Insights tab, we use Generative AI Agents to monitor all of your conversations based on a specific over-arching category. For example, "Customer Issues" or "Product Requests". Conversations within these categories will be grouped by theme and sub-theme, allowing users to quickly find out what is happening in their conversations, even if they weren't aware of a particular topic before.
Key Features
1. +Add Filter- Find conversations that match specific search criteria
2. Adjusting the Date Range- View conversations or data for a certain period per selected tab
3. Downloading the conversations and respective insights
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.