With this release, we have focused on taking most of the data already available on both supported platforms – Talkdesk and Twilio. You have now more details about customers and updated dashboards to have more information right in front of you.

Geolocation of Customers

We now support out of the box geolocation of customers based on their phone numbers. This enables to segment customers by:

  • Region such as Americas, Asia, Europe
  • Country such as United States, China, Germany
  • State such as California, Florida, New York
  • Area such as San Andreas, Londonderry, Essen-Kettwig 
  • City such as London, Los Angeles, Miami
  • ZIP or postal code

As always in Ytica you can use the customer segmentation in combination with any KPI or measure you watch. You can use customer segmentation to:

  • Understand where your customers are based
  • Report call volume and spend time by customers in individual countries and areas
  • Adjust work hours to work great across multiple customer timezones
  • Watch for spikes in conversations coming from different geographical locations
  • Ensure you achieve great customer satisfaction across different cultures
  • Hire agents that live close to your customers and understand them

Geolocation based on phone numbers works with a different level of accuracy for different regions.

15 Minute Interval Segmentation

You can now segment measures by 15 minutes interval providing a balance between too detailed one minute and too rough one hour intervals available today.

You can now segment by hour for a rough daily overview:

Or you can now segment by 15 minute intervals for more granularity:

With 15 minute segmentation, you can get more insight into spikes in the incoming calls especially around your opening and closing hours. This helps you to have an optimal number of agents when your customers need to reach you.

Check our Date and Time article for more details on working with time.

Long Durations Visualization

Long duration values were previously shown in this format 2 days, 03h 45:12. This was inconvenient for reading in many situations. From now on we show the same value in hours as 51h 45:12. We considered one day to be 24 hours. However 24 hour days is not how many companies calculate working days, weeks and months.

If you need to report in longer time periods there are now 3 variables that are focussed on actual working hours:

  • Hours in a Day – by default 8 hours
  • Hours in a Week – by default 40 hours
  • Hours in a Month – by default 160 hours

Measures that might lead to long durations have now also a variant that express the value in larger units using the number of hours taken from the variables above. You have groups of 4 measures showing the same value in different units. For example Total Talk Time, Total Talk Time [Days], Total Talk Time [Weeks], Total Talk Time [Months].

Number of hours in a day, a week and a month is the constant for your entire workspace. 

Detailed Inbound Calls Segmentation

In Talkdesk you can now identify callback requests that customers can leave from the queue. There now three types of calls:

Possible Abandoned value for inbound calls:

  • No – Customer was connected to an agent and they could speak together.
  • Yes – Customer gave up waiting for an agent and they have not asked for a callback nor left any voice mail - including those who hang up in voicemail before leaving a message after the beep sound.
  • Follow-Up – Customer either left voicemail or asked for a callback.

To distinguish when a customer hang up you have the following Abandon Phase values:

  • Short Queue – The conversation was abandoned by the customer either in IVR or in a queue within a very short timeframe.
  • Queue – The conversation was abandoned when the customer is waiting in the queue.
  • Ringing – The conversation was abandoned when the phone was ringing - either to a agent or to a customer.
  • Voicemail – The conversation was abandoned in voicemail. You can use Abandoned attribute to understand whether the customer left a message or not.
  • Callback Request – The conversation was abandoned by customer by customer saying that they should be called back. Callback Request has always Abandoned value equal to Follow-Up.

Miscellaneous 

As with every release, we have improved how we interpret data from both Twilio and Talkdesk in specific use cases. We have also slightly improved existing dashboards, reports, and metrics to work better in a wider range of scenarios.

Previous Releases

Release 17.2: Richer conversation data for filtering and segmentation. Dashboards to understand customer satisfaction and mood.

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