Contact Driver by Agents enables you to analyze how contact drivers are handled across agents throughout the lifecycle of a case. This capability helps you understand both:

• Which agent a contact driver was reported to, and

• Which agent ultimately answered or handled the contact driver

By linking contact drivers with agent interactions, you can gain deeper visibility into operational efficiency, agent effectiveness, and customer satisfaction outcomes.

Use Cases

Contact Driver by Agents supports the following key analytical scenarios:

Process Monitoring and Workflow Optimization

Use agent-level contact driver insights to:

• Identify high transfer rates caused by agent skill mismatches

• Analyze high agent handle times linked to inefficient or unclear standard operating procedures (SOPs)

• Detect breakdowns in routing or escalation workflows

Agent Coaching Framework

Enable targeted and data-driven coaching by:

• Providing issue-specific coaching based on the contact drivers an agent handles

• Benchmarking agents who manage the same contact drivers to identify best practices and performance gaps

• Comparing outcomes across agents for similar customer issues

Customer Dissatisfaction Analysis

Analyze the relationship between agents and customer experience by:

• Identifying agents associated with negative sentiment or low CSAT for specific contact drivers

• Understanding whether dissatisfaction is linked to initial reporting, final resolution, or multiple handoffs

• Highlighting patterns that require training, process changes, or staffing adjustments

Steps to View Contact Driver by Agents

To view agent details for a contact driver within a case:

1. Open the Cases Analytics view.

2. Select the Contact Driver card to expand the Contact Driver section.

3. Review the detected contact driver for the selected case.

4. Select the Contact Driver for which you want to analyze agent involvement.

Agent Attribution Fields

For each contact driver, the system displays the following agent-level attributes:

These fields allow you to distinguish between initial ownership and final or active handling of a contact driver.

Why This Matters

Analyzing contact drivers at the agent level helps you:

• Understand how customer issues flow through your agent workforce

• Improve routing accuracy and reduce unnecessary transfers

• Design targeted coaching and training programs

• Link agent actions directly to customer satisfaction outcomes

Analyze Conversations for AI Agents

You can also analyze AI Agent interactions alongside human agent interactions in Conversational Analytics. AI Agent conversations are included across Contact Drivers, Topics and Summaries, and Interaction Phase views, and are treated the same as human interactions in all analyses.

This unified approach gives you a complete view of customer conversations across all agent types, helping you drive consistent insights and better outcomes.

What’s Included

• Contact Drivers: View and compare the key reasons customers contact AI Agents and human agents.

• Topics and Summaries: Analyze common topics and conversation summaries across all interactions.

• Interaction Phases: Track how conversations progress, regardless of whether the interaction is handled by an AI Agent or a human agent.

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With AI Agent interactions included in Conversational Analytics, you can:

• Compare performance between AI Agents and human agents.

• Identify trends and gaps across all conversation types.

• Make informed decisions to improve customer experience and resolution outcomes.

Example

The following view shows an AI Agent interaction analyzed in the same way as a human agent interaction, including contact drivers and conversation intent.

By combining contact driver intelligence with agent attribution, you gain a more complete and actionable view of contact center performance.