‎Contact Driver Feedback Analysis

Contact Driver Feedback Analysis

Updated

6 months ago

The Contact Driver Feedback Analysis report tracks user feedback on contact drivers, providing valuable insights to refine the model. It highlights discrepancies between AI-generated contact drivers and expected outcomes, aiming to improve AI accuracy and overall performance.

The Contact Driver Feedback Analysis Report belongs to the Conversational AI Report Group. Below are some of the scenarios where this report is beneficial:

Identifies Areas of Opportunity: Tracks user feedback on Contact Drivers to identify opportunities for model improvement.
Gap Identification: Analyzes discrepancies between AI-generated and user-expected contact drivers to enhance AI accuracy.

Note: DP needs to be enabled in order to access this report.

Metric and Dimension

The following are the Metrics and Dimensions available under the Contact Driver Feedback Analysis Report:

Metric

Dimensions

Name	Description
Feedback Type	Feedback Provided is Positive or Negative.
Feedback Reason	Feedback reason selected by the user providing the negative feedback.
Feedback Provided by	The user name who provided the feedback.
Incorrect Evidences	Messages selected in the feedback where Contact Drivers should not have been detected.
Missing Evidences	Messages selected in the feedback where Contact Drivers should have been detected.
Expected Evidences	Messages selected as evidences for the expected Contact Drivers.
Feedback Comment	Comment inputted by the user in the feedback.
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details
Feedback Interaction Id	The interaction Id of the case interaction on which the feedback is provided.
Detected Contact Driver	Contact Drivers detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L1	Contact Drivers Group L1 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L2	Contact Drivers Group L2 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L3	Contact Drivers Group L3 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L4	Contact Drivers Group L4 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L5	Contact Drivers Group L5 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L6	Contact Drivers Group L6 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L7	Contact Drivers Group L7 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L8	Contact Drivers Group L8 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L9	Contact Drivers Group L9 detected on the interaction, for which feedback was provided.
Detected Contact Driver Group L10	Contact Drivers Group L10 detected on the interaction, for which feedback was provided.
Detected Contact Driver’s Model	Name of the Contact Drivers model from which the Contact Drivers are detected, for which feedback was provided.
Expected Contact Driver	Contact Drivers selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L1	Contact Drivers Group L1 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L2	Contact Drivers Group L2 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L3	Contact Drivers Group L3 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L4	Contact Drivers Group L4 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L5	Contact Drivers Group L5 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L6	Contact Drivers Group L6 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L7	Contact Drivers Group L7 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L8	Contact Drivers Group L8 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L9	Contact Drivers Group L9 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver Group L10	Contact Drivers Group L10 selected in the feedback which should have been detected instead of the correctly detected one.
Expected Contact Driver’s Model	Name of the Contact Drivers model from which the selected Contact Drivers are expected instead of the correctly detected one.

This concludes our comprehensive coverage of the Contact Driver Feedback Analysis Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary .

Name	Description
Feedback Provided at	The date and time on which the user provided the feedback.
Accuracy	Percentage of cases with positive feedback with respect to total cases on which feedback was provided.

Contact Driver Feedback Analysis

Metric and Dimension

Was this article helpful?

Related Articles