CX Dashboard

Session analytics + illustrative customer-experience board

Sat 4 Jul, 10:39

Scope Note

Session decision counts are live. CSAT, friction rankings, and narrative insight below are illustrative prototype board data, not measured production outcomes.

NET PROMOTER SCORE

+42

Illustrative — ↑ 8pts vs last quarter

FIRST CONTACT RESOLUTION

78%

Illustrative — ↑ 6% — FCR improvement

CUSTOMER EFFORT SCORE

2.1

Illustrative — ↓ from 3.4 — lower is better

ESCALATION RATE

4.2%

Illustrative — ↓ from 7.1%

COMPLAINTS (MTD)

127

Illustrative — ↓ 31% vs prior month

CSAT by Handling Mode

Protect (Human-led)highest

4.6 / 5

Augment (AI Copilot)

4.3 / 5

Automate (Self-serve)

4.1 / 5

CADi Insight

Illustrative board narrative: protect-led handling tends to score highest in sensitive scenarios because customers receive human support when the policy engine escalates them.

Top Friction Points

Hold times during peak hours (9–11am)

Affects 18% of interactions

↓ improving

Repeat contact for payment disputes

12% re-contact within 5 days

↓ improving

IVR routing accuracy on complex queries

8% misrouted — manual fix required

↑ worsening

Illustrative friction ranking for the prototype board. Session decisions do not currently generate measured friction analytics.