October was a big month for Smart Reports. They now tell you what's hurting and helping your results, Ask Kapiche takes you from an answer straight to the responses behind it, and it's easier to get contact-centre data into Kapiche. Here's what's new:
Pain Points & Delighters in Smart Reports 🎯
Ask Kapiche: from answer to Workbench 💬
More from your Smart Reports 📊
Workbench: theme overlaps and smarter filters 🔍
Getting your data in 📥
1. Pain Points & Delighters in Smart Reports 🎯
Smart Reports can now include Pain Points and Delighters sections. They pick out the themes that go with worse and better results on the metric you choose, such as NPS or CSAT. Each card leads with what customers said and how often, and shows how that theme's share has moved over time.
From any card you can:
Read the responses behind it in a side panel.
Open those responses in the Workbench.
Ask Kapiche about them.
Save a pain point or delighter as a theme.
There's also a new Exec Summary report that brings your top pain points and delighters together on one page.
These are rolling out over the coming weeks. If you'd like them switched on for your site, just let us know.
Learn more: Smart Reports: Pain Points & Delighters
2. Ask Kapiche: from answer to Workbench 💬
Ask Kapiche now helps you take an answer further:
Open in Workbench: answers come with a card that opens the same responses in the Workbench, and tells you how many to expect.
Copy an answer to paste it straight into an email or document, and pick PowerPoint or the Workbench from the suggestions after each answer.
Early access: two more features are ready for early access. Ask your account manager if you'd like them switched on:
Report Assistant: build or change a Smart Report by describing what you want, or create one straight from an Ask Kapiche chat.
Ask Kapiche for report Viewers: the people you share reports with can ask questions too, scoped to the reports they can see.
Learn more: How to use Ask Kapiche and Smart Reports: Report Assistant
3. More from your Smart Reports 📊
AI Overview: a refreshed AI-written overview section you can add to any report.
Verbatims section: add customer comments to any report, with every field shown under Show info.
Weekly and monthly roll-ups: show a metric over weeks or months, not just days.
Custom date periods can now be edited in the date picker.
Locked filters for Viewers: a report's saved filters stay in place for the people you share it with.
Field descriptions: add a short description beside a field's display name, and readers see it on report tiles.
Per-segment schedules: send each store, region or team its own report, with an editable list of who receives which segment.
Churn drivers: the Churn Risk report now shows which themes are driving churn risk in your calls. It's available on sites with the Churn Risk AI enrichment. Churn Risk is one of several AI enrichments, alongside Demand Management and custom enrichments such as Compliance Risk, that pull structured signals out of your calls and conversations. Ask your account manager what they could show for your data.
Learn more: Segment Reports & Per-Segment Delivery, Churn Risk Report, What are AI Enrichments? and UI Display Names
4. Workbench: theme overlaps and smarter filters 🔍
Theme overlaps: drill into the responses where two themes come up together, with every theme in the overlap highlighted.
Filter values that fit your other filters: choose whether filter lists show, grey out or hide values that have no data under your other filters or date range, so you don't pick a segment that returns nothing.
5. Getting your data in 📥
Clock-style durations and time of day: Duration fields now read values like 00:04:32 straight from contact-centre exports, and a new Time of day field type stores times like 14:30 or 2:30 pm. Both can be filtered by range. Ask us to switch them on for your site.
Qualtrics imports: choose how answers and multi-select questions import, see the status of each sync, and see clearly which responses come in from your start date.
Your data files: download or view the files that make up a project.
Learn more: Duration fields and Time of day fields
That's it for October! We'd love your feedback on Pain Points & Delighters and the new Ask Kapiche features. If you'd like early access to anything above, get in touch with your account manager or chat with us using the blue chat button.