Funnel analysis

摘要

Systems, methods, and media for the application of funnel analysis using desktop analytics and textual analytics to map and analyze the flow of customer service interactions. In an example implementation, the method includes: defining at least one flow that is representative of a series of events comprising at least one speech event, at least one Data Processing Activity (DPA) event, and at least one Computer Telephone Integration (CTI) event; receiving customer service interaction data comprising communication data, DPA metadata, and CTI metadata; applying the at least one flow to the customer service interaction data; determining if the customer service interaction data meets the at least one flow; and producing an automated indication based upon the determination.

主权项

1. A method of funnel analysis, the method comprising:
defining at least one flow that is representative of a series of sequential events appearing in an identifiable order, the events comprising at least one speech event, at least one Data Processing Activity (DPA) event, and at least one Computer Telephone Integration (CTI) event; receiving customer service interaction data comprising communication data, DPA metadata, and CTI metadata, wherein the customer service interaction is between a customer and a customer service agent; applying the at least one flow to the customer service interaction data; determining if the customer service interaction data matches the at least one flow; and producing an automated indication based upon the determination, wherein producing the automated indication includes presenting automated guidance in real-time to the customer service agent upon the determination identifying a lack of a match to the at least one defined flow.