‎Reporting on Contact Drivers | Sprinklr Help Center

Reporting on Contact Drivers

Updated

14 days ago

You can create reports on Contact Drivers by using standard metrics and dimensions. Furthermore, you can integrate custom metrics available within the Social Analytics data source to enrich the comprehensiveness and precision of your Contact Drivers reports.

Dimensions for Contact Drivers Analysis Reports

Name	Description
Contact Driver	Identifies all Contact Drivers detected across case interactions, including primary, root cause, and Contact Drivers.
Contact Driver Model	Name of the Contact Drivers model used to detect Contact Drivers.
Contact Driver L1 Group	Contact Drivers group detected at the L1 level within a case interaction.
Contact Driver L2 Group	Contact Drivers group detected at the L2 level within a case interaction.
Contact Driver L3 Group	Contact Drivers group detected at the L3 level within a case interaction.
Contact Driver L4 Group	Contact Drivers group detected at the L4 level within a case interaction.
Contact Driver L5 Group	Contact Drivers group detected at the L5 level within a case interaction.
Contact Driver L6 Group	Contact Drivers group detected at the L6 level within a case interaction.
Contact Driver L7 Group	Contact Drivers group detected at the L7 level within a case interaction.
Contact Driver L8 Group	Contact Drivers group detected at the L8 level within a case interaction.
Contact Driver L9 Group	Contact Drivers group detected at the L9 level within a case interaction.
Contact Driver L10 Group	Contact Drivers group detected at the L10 level within a case interaction.
Contact Drivers List	All Contact Drivers detected in the case at the most granular level as a comma-separated list.
Contact Driver Interaction	Unique identifier of the case-interactions on which Contact Drivers are detected, consisting of the social network and start time of the interactions.
Primary Contact Driver	Primary Contact Drivers detected at a case interaction.

Metrics for Contact Drivers Analysis Reports

You can utilize any standard or custom metrics available in Social Analytics to create widgets, such as Case Count, Predicted CSAT Score, and Case Duration.

Sample Widgets

Top Contact Drivers

This widget provides a concise overview of the main reasons behind customer interactions. It categorizes these drivers into positive, neutral, and negative sentiments, offering insights into the nature of customer feedback or inquiries.

Top Trending Issues

This widget displays the most prominent Contact Drivers groups along with the corresponding case count where these drivers were identified.

Average Handling Time per Contact Driver

This widget displays the average duration it takes for customer service representatives to resolve issues associated with each Contact Drivers. By analyzing this metric, you can gain insights into the efficiency of handling different types of customer inquiries or concerns.