How the Functionality Solves This:
AI Insights automatically aggregates and visualizes customer and agent sentiment data at the project level, presenting key metrics like current customer satisfaction scores, trends over time, and detailed sentiment breakdowns. These interactive dashboards allow managers to easily spot shifts in sentiment and drill down into issues driving dissatisfaction—directly from the project sidebar. The ability to click on negative sentiment segments and access a list of problematic issues streamlines the workflow for proactive interventions. Managers and agents can reply within the issue context to address concerns immediately, helping prevent escalations and improving overall service quality without waiting for survey responses.