DECIDE NOW
Deploy agent-accessible legal/policy FAQ and streamline escalation workflow with clear merchant timelines
−$119Implement proactive CRM status updates for all escalated account and payment cases
↓ repeatsCorrelating Trends & Detecting Anomalies
Spot Emerging Issues Before They Become Business Problems
Cross-KPI Pattern 1
210 contacts failing AHT, FCR and Transfer Rate at the same time
Coating_peeling and sticking drive all three negative metrics. 105 conversations over 72hrs, 206 FCR failures, 149 turn-1 transfers – same agents, same issue type, same missing SOP step. One checklist enforcement moves all three KPIs.
By the time issues appear in reports, customers have already felt the impact. QiQ continuously monitors customer interactions and operational signals to identify emerging trends and unusual patterns as they develop.
01
Connect Signals Across the Operations
Customer issues rarely exist in isolation. A rise in complaints may coincide with declining sentiment, increasing repeat contacts, or changes to processes and policies.
QiQ connects signals across the operation to reveal the relationships driving performance.
QiQ · Connected Signals
KPI Snapshot — Click Any Metric to Update the Trend Chart
02
Detect Anomalies in Real Time
Not every issue starts as a trend. Some begin as sudden shifts that are difficult to detect through traditional reporting.
QiQ automatically surfaces unusual patterns, helping teams identify risks before they become widespread.
03
Prioritize What Requires Action
Not every trend deserves the same response. QiQ evaluates issues based on customer and operational impact, helping leaders focus on what matters most.
QiQ · Requires Your Decision
Actions.
READY TO EXECUTE
1
Scale structured troubleshooting protocols and communication templates from Ayanda Mbeki and Janine Jacobs across all frontline teams
High
FCR
AHT
CSAT
2
Automate diagnostic workflows for common payment and account issues to enable more in-call resolutions
Medium
AHT
FCR
CSAT
3
Reinforce verification and recovery flows for account access – update knowledge base and training materials
−$47/wk
FCR
RCR
WATCH NEXT WEEK
Escalation rate ~17.5% – stable until process redesign
W4–W5 spike driven by mandatory legal/policy and account-change escalations. Track whether FAQ and workflow changes reduce ER without penalizing compliant agents.
3 agents drive ~30% of medium-negative FCR calls
Concentrated FCR underperformance requires targeted coaching. Team FCR improved +5.1% WoW – sustain momentum with protocol scaling.
CSAT 3.91/5 – near target, legal escalations remain drag
CSAT −2.4% vs target of 4.0. Routine calls strong; monitor whether status-update protocol and legal workflow changes lift CSAT above target within 2 weeks.
04
Turn Patterns Into Understanding
Traditional analytics tell you what happened. QiQ goes further — showing what is changing, who is affected, and why. It investigates the factors behind meaningful trends and anomalies, laying the foundation for root cause analysis and evidence-based recommendations.
See How QiQ Identifies Root Causes
Discover how QiQ moves beyond trend detection to uncover the underlying drivers of customer experience and operational performance.
Next — Analyzing Root Causes & Producing Insights