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CX Dashboard

Session analytics + illustrative customer-experience board

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Scope Note

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

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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 ModeIllustrative

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 PointsIllustrative

1

Hold times during peak hours (9–11am)

Affects 18% of interactions

↓ improving
2

Repeat contact for payment disputes

12% re-contact within 5 days

↓ improving
3

IVR routing accuracy on complex queries

8% misrouted - manual fix required

↑ worsening

Illustrative friction ranking. Session decisions do not currently generate measured friction analytics.

DO NOT PRESS