Reasons

To access this feature, the Agent Quality Assurance module must be enabled. Please contact our team at [email protected] for activation.

What are Reasons and what are they used for?

Description

Reasons (Contact Reasons) in Birdie are specific categories that represent the different motives why customers contact your company. They function as organizational "service boxes" that segment tickets or interactions by request type. Reasons are focused on Quality Assurance (QA) and serve as the basis for applying specific Quality Criteria for each type of service, allowing for targeted monitoring of agent performance in different service contexts.

Important: Reasons are related to the evaluation of service quality (QA), unlike Opportunities which focus on Voice of Customer (VoC).

Structure of a Reason Page

Just like Areas, each Reason in Birdie has a dedicated page with the following components:

1. Title and Description:

   • Defines the specific contact reason;

   • Specifies the scope and context of the Reason.

2. Filters:

   • System of filters to refine analyses;

   • Allows segmentation by agent, channel, period, etc.;

   • Contextual refinement of the presented data.

3. Metrics Header:

   • Volume of services classified under the Reason;

   • Specific quality metrics;

   • Agent performance indicators;

   • Temporal trends in volume and quality.

4. "What's happening?":

   • Automatic summary generated by AI highlighting insights into service quality;

   • Identified patterns in the Reason's services;

   • Main quality points of attention.

5. Graphs:

   • Visual representations of quality performance;

   • Temporal trends of the criteria;

   • Comparisons between agents or teams.

6. Segments and Criteria:

   • Segments: Segmentation of services by different criteria, comparative quality analysis between segments;

   • Criteria: List of quality criteria associated with the Reason, performance metrics for each criterion, calibration status, and quantification.

7. Skye - AI Assistant:

   • Integrated into the Reason page for quality analysis;

   • Can answer questions about agent performance;

   • Suggests improvements in service processes;

   • Identifies quality patterns or recurring problems.

8. Comments:

   • Comments and services for that Reason;

   • Collaborative space for quality discussions.

Common Use Cases

• By service category. Examples:

  • Reason "Billing" (category = billing);

  • Reason "Technical Support" (category = technical);

  • Reason "Commercial" (category = sales).

• By service channel. Examples:

  • Reason "Online Chat" (channel = chat);

  • Reason "Telephone Service" (channel = phone).

• By product/service. Examples:

  • Reason "Credit Card" (product = card);

  • Reason "Checking Account" (product = account).

Step-by-Step to Create a Reason

1. Access an Area of Interest: Navigate to the Area where you want to create the Reason;

2. Apply specific filters: Filter by ticket category or another relevant criterion (e.g., category = "Technical Support");

3. Initiate Reason creation: Click on the option to create a new Reason based on the applied filters;

4. Name the Reason: Give it a clear and descriptive name (e.g., "Technical Support Service");

5. Add a description: Describe the scope and context of the Reason, including what types of service it covers;

6. Save the configuration: Confirm the creation of the Reason, which will gain a dedicated page with all components.

Common Questions

• Does the Reason page have the same functionalities as an Area? They are similar in structure and features, differing only in hierarchical level.

• Can I have more than one Reason in the same Area? Yes, in fact, it is ideal!

Also Read

• Areas of Interest

• How to create Criteria in Birdie

• How to calibrate Criteria

• What is Skye?