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Insight

Provides an overview of the CrushBank Insight Module

To access Insight, simply click on the Insight link on the top navigation menu. This will present a dashboard page as seen below. Please note that your company admin must provide you with access to Insight as the permission is not turned on by default in CrushBank.

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Insight includes an Overview and a Ticket View. You can toggle to two views by clicking the drop down in the upper left of the page.

Overview

The overview page is broken down into 3 modules.

  1. Top 10 Trends
  2. Ticket Sentiment
  3. Ticket Sentiment Over Time

You can toggle the date filter along the top to change the time span for all three modules above. Default timespan is set to 12 months. Furthermore, you can filter by company for all 3 modules above as seen below.

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Top 10 Trends

Allows you to see a heat map view of your tickets broken down by the following (defaults to concept):

  1. Entity-(Returns items such as persons, places, and organizations that are present in the input text.) 
  2. Concept- (Categorizes input text, HTML, or web-based content into a hierarchical taxonomy up to five levels deep.)
  3. Category- (Identifies concepts with which the input text is associated, based on other concepts and entities that are present in that text. Concept tagging understands how concepts relate, and can identify concepts that are not directly referenced in the text.)

Ticket Sentiment 

The System "reads" the content of the ticket and ranks it on a scale of -1 to +1 based on positive or negative language. If someone is really angry or frustrated, it ends up closer to -1. If they are happy and appreciative, it will be closer to +1.  

The ticket sentiment module uses AI to give you a snapshot of customer sentiment over a period of time broken down by the following components of your tickets:

  1. Description
  2. Work Notes
  3. Subject

Sentiment can either be positive, negative, or neutral, with light blue denoting positive, red denoting negative, and white denoting neutral. The filters drop down allows you to drill down by Category, Concept, and Entity as seen below.

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Ticket Sentiment Over Time

This module is similar to the Ticket Sentiment module but shows you the break out over time. Similarly, you can filter down by Category, Concept, and Entity as seen below.

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Ticket View

The ticket view allows you to see sentiment per individual ticket as seen below.

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The view includes filters on the left to sort through your various tickets. These include the following:

  1. Entity
  2. Concept
  3. Category
  4. Keywords
  5. Entity Types
  6. Users
  7. Company

In the ticket view, you can also changed the date interval along the top.

To access the original ticket, simply click on the blue hyperlinked ticket subject which will take you to the original source. You can also change the sort order as seen below between latest tickets, most negative tickets, and most positive tickets.

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