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Max Greene 2 min

Trend Analytics 101


In this short clip, Max goes deep on the trend analytics available in SupportLogic, showing how easy it is to cross-examine products and keywords against what's happening in your support cases. This brings organization-wide value to your customer data and helps your product teams iterate faster.



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What this page allows you to do is quickly at a glance see what types of cases

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are increasing

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dramatically over the course of a period of time or decreasing dramatically and

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the way

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you're able to do this.

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This can help with figuring out top case drivers.

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You'll see I have an option here to select the topic and these are all custom

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field values

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within the ticketing system that we're pulling in from.

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I can look quickly here and see okay, over the time period that I've designated

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in this

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case the last three months, cases of this category are up 2,131%.

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Obviously, that's a crazy number.

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But for our purposes here, we can see that we've had a major increase in those

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cases

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substantially larger than the other types of categorized cases that we offer

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here.

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And then I can add a second layer.

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So within those categories of cases, I can then see, okay, within those, what

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are potentially

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the top drivers there if I take it a step down even further?

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That then very easily, that allows me to understand, I can take that

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information and

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then I can look more clearly to see what's the sentiment associated with these.

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What are the attention scores or sentiment scores which are based on our ML

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tied to these

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cases, tied to the agents that are working them, who's doing the best job, who

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's doing

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not a great job.

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I can drill in further from there, this allows me to start at the top and then

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steadily drill

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down until I get to the individual cases and understand why we're having, you

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know, why

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we're seeing spikes, why we're seeing declines, things of that nature.

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So this is like, this page is often a very good starting point.

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Like when looking say at, you know, these substantial increases in volume of

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certain

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types of cases, and then I can take this information and I can jump over to the

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text analytics page,

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right, and drill down based on, you know, which case types we're increasing

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heavily so

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that I could really get a close look at like, okay, what are the keywords that

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are popping

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up in those, right?

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What are the, you know, what's the distribution of escalations there, positive

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sentiments,

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negative sentiments, right?

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We enable you to really take information and slice it so that you can

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understand the

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nuts and bolts of what's going on in your support organization and with your

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products

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and with your teams.

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