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Eddy Reports
The Eddy Effect
On this page, explore the question: in what situations do my customers experience friction or feel stuck?
An "Eddy" is when the customer's desired or expected experience is disrupted by an obstacle or barrier that causes the customer to feel “stuck” in a problem.
Total Conversations
33,938
Avg Call Duration
7m 6s
Conversations with an Eddy
19.06%
Eddy Effect Over Time - Monthly
Spotlight
1. The highest Eddy rate occurred in February 2024 at 21.19%, with 1,168 Eddies out of 5,512 total interactions. 2. The lowest Eddy rate occurred in September 2024 at 14.16%, with 335 Eddies out of 2,365 total interactions. 3. Investigate May 2024, which had an anomaly with only 135 total interactions, the lowest across the periods, possibly affecting Eddy rate calculations.
Classifiers and Eddy Effect
Use this graph to see how often classifiers are present in conversations. Then, look at the Eddy Identified bar to see how often Eddies are present in conversations that include the classifier.
5 Classifiers Selected
Spotlight
1. "Claim Status" has the highest Eddy rate at 39.2% and should be prioritized for improvement.
2. "Call Technology Issues" have a high Eddy rate of 17.81% despite a low CountTrue of 44; investigate underlying causes.
3. "Payer Intelligence" had the highest number of Eddies (944 instances) despite not having the highest rate, indicating significant improvement potential.Eddy Effect By Classifier
Classifiers are created from human-defined rulesets of words and phrases. Use this graph to see how often an Eddy is identified in conversations that include the classifier.
5 Classifiers Selected
Spotlight
1. Claim Status has the highest Eddy rate at 39.2%, with 1,251 occurrences, indicating a highly problematic area. 2. Deductible Inquiry, despite having a lower total count, has an Eddy rate of 27.86%, which points to specific issues worth exploring further. 3. Call Technology Issues has the lowest Eddy rate at 17.81%, but issues here could be critical, considering its impact on the overall customer service experience.
Eddy Effect by Classifiers Over Time - Monthly
Use this graph to see how the count or percentage of Eddies is trending in conversations that include selected classifiers.
Spotlight
1. "Claim Status" consistently shows high Eddy rates, peaking at 50.19% in Feb 2024 with the most interactions (261 True Eddies). 2. "Call Technology Issues" Eddy rates fluctuated, with the highest at 42.86% in Oct 2024 and the most interactions in Apr 2024 (17.24%, 10 True Eddies). 3. The "Bill Pay Issues" showed notable counts and steady Eddy rates, peaking at 23.6% in Apr 2024 with the highest count of 143 True Eddies.
Eddy Effect By Question Response
Use this graph to see how often an Eddy is found when a question is answered different ways on an evaluation.
3 Responses Selected
Spotlight
1. The highest Eddy rate is in the "Meets" category at 20.7%. 2. "Does Not Meet" has an Eddy rate of 17.45%, with the second highest count of 229. 3. "Partially Meets" has the lowest Eddy rate at 14.14% and the lowest count of 27.
Eddy Effect By Question Response Over Time - Monthly
Use this graph to see trends of how often an Eddy is found when a question is answered different ways on an evaluation.
Spotlight
1. The highest Eddy rate for "Meets" is in June 2024 at 29.79%, signaling significant customer friction during that period. 2. "Partially Meets" had an unusually high Eddy rate in July 2024 at 28.57%, indicating potential systemic issues with partial compliance. 3. The lowest Eddy rate for "Does Not Meet" occurred in August 2024 at 0%, but this is based on a very low total count (1 interaction).
Average Score by Question and Eddy
Use this graph to see whether average score of a question on an evaluation correlates with Eddy presence.
5 Questions Selected
Spotlight
1. "First Impression" and "Takes Accountability" have the highest average scores (over 93%) among all evaluated questions. 2. "Proactively Listens" has the lowest score percentage (7.13%) among all evaluated questions. 3. "Maintains Professionalism" and "Pace, Volume, Tone, and Vocal Fillers" both have score percentages slightly above 5%.
Average Score by Question and Eddy Over Time - Monthly
Use this graph to see the trend of average scores on an evaluation and whether they correlate with Eddy presence.
Spotlight
1. Peak Eddy rate for May and June is 100% with TotalCount of 1 and 14 respectively, highest across all time periods.
2. February has the highest interaction count (758) without any Eddies, indicating other months need investigation for root causes.
3. Post-June, Eddy rate significantly drops to 0%, indicating a likely resolution of issues in latter months.