Intelligence

Intelligence is where you look past how much and ask why. Pulse tells you how a period went. Intelligence shows what is causing it and where it hurts, in four canvases, each answering one question about your business, and each going down from a category to the ticket behind it. Nothing on this screen changes anything: it is for reading.

Open Intelligence

Select Intelligence in the sidebar of your dashboard. The top of the screen has the period filter and a field where you can ask Razviel about your operation. Below it, four cards summarize the four canvases. Select a card to open its canvas.

The four canvases

Revenue Impact

What money is your support letting slip, and because of what? The canvas groups the money at stake by its cause, such as delivery delays or defective products.

Support Drivers

Where does your volume come from? The same view, counted in tickets instead of money: the causes of your support load, down to the concrete one, such as a carrier or a product.

Product Performance

Which of your products is generating support, and what is that worth? Each product has a profile with its financial effect, its root causes and where its tickets come from.

RFM Segmentation

Who are your customers, how much is each group worth, and how does support go with each one? The canvas shows your customer segments, from Champions and Loyal Customers to At Risk, Hibernating and Lost. See Customer segments.

How a canvas works

Each canvas opens full screen, with an AI briefing on the left, the evidence in the center and a field at the bottom to ask about what you see. Every canvas goes down the same levels:

1. The overview: the causes, the products or the segments.
2. The detail of the one you chose: its figures, or its profile.
3. The evidence: the tickets behind it. In RFM Segmentation, the customers of the segment and their tickets.
4. The ticket: its full conversation and its Ticket DNA.

Filter the evidence

Select Filters to narrow the tickets you are looking at. You can combine filters such as customer, region, segment, channel, product, topic, CSAT, action, owner and status, and choose whether a ticket must match all of them or any of them.

Before your operation starts, and while it is paused

Before your operation starts, Intelligence keeps its layout and shows no data. While your account is frozen, it shows your last data at rest, and the canvases do not open.