Overview

Welcome to the CXi Pulse, analyze and optimize customer conversations. CXi Pulse uses AI-driven insights to help you identify areas for improvement, enhance agent performance, and elevate your products and services.

What is CXi Pulse?

Pulse uses smart bots to analyze customer calls. It transforms your conversation data into actionable insights through clear reports and dashboards, helping you improve operations and deliver better customer experiences.

How It Works

Bots analyze recorded customer calls to extract meaningful information.
Insights are shared in reports and dashboards.
Call center teams can use these insights to:
- Spot key improvement areas.
- Support agents with better performance feedback.
- Resolve issues impacting customer satisfaction.
- Improve products and services.

Key Features of Puse

1. Snapshots

Focus on specific call data with Snapshots. Use filters to zoom in on:

Campaigns
Skills
Agents
Dispositions

For example, analyze call volumes for a campaign or evaluate an individual agent's performance.

2. Topics

Track data for specific topics configured in the system. Topics categorize calls based on recurring themes, helping you identify areas needing quick attention.

3. Insights

Understand how customers feel. Insights track sentiment trends:

Positive
Negative
Neutral

By monitoring customer sentiment, you can resolve concerns, improve experiences, and raise service quality.

Next Steps

Now that you know what Pulse offers, explore how to set up and use its features:

Configure Snapshots
Set Up Topics
Use Insights

Check out the next articles to start making the most of Puse!