Smarter customer insights in one click: Introducing the Customer Overview screen

Until now, understanding a customer’s support history with your brand meant switching between multiple screens and piecing together their story. With Customer Overview, you can instantly access a full summary of their conversations, survey scores, detected emotions, and a new metric: Total Handling Time. The screen opens in a new tab, so your current workflow stays uninterrupted.

What’s included

• Quick Access: Click the Customer Overview button when reading any interaction with a customer.
• Key Metrics: See their CSAT score, NPS score, and total handling time at a glance.
• AI Customer Summary: Understand the customer’s contact drivers and support experience in a few bullet points.
• Unified View: Search, group, and explore multiple contact identities under a single customer profile.
• Data Visualisation: View emotion trends, contact channels, and top contact reasons (if available).
• Interaction History: Filter and browse all past interactions with this customer.

How to get started

You can access a customer’s overview in two ways:

• From any customer interaction, click the Customer Overview button.
• Or, navigate to the Customers tab in the main menu and search by name, email, or phone number.

Using the charts and filters

Once you’re on the Customer Overview screen, you’ll see a rich breakdown of that customer’s contact history and patterns.

• Use the axis controls and filters above the chart to sort, visualise, and analyse the customer’s contact patterns. These controls work similarly to those on the Explore screen.
• Click on a contact reason row in the table to drill into conversations about that specific topic. (*See note below for more info)
• Click on an emotion in the chart to view only conversations where that emotion was detected.

Benefits

• You now have a much smoother workflow available when you need to look into a customer.
• You can quickly understand a customer’s past experience, contact drivers, and emotions when dealing with your contact centre.
• You have deeper root cause insight into what went wrong for a customer, supporting coaching and quality assurance.

What’s coming next

Soon, you’ll be able to access Customer Overview directly from a Frequent Contacts table to help you identify high-effort or unsatisfied customers, track their long-term behaviours, and prioritise key accounts.

We’re excited to bring you this new way of understanding your customers. As always, your feedback helps us improve. So let us know what’s working, what’s not, and what you’d love to see next!

Read more about how this works here.

*Note on the Top Contact Reasons table:

The Contact Reasons table works best Contact Reason AI tagging is enabled on your account. If it’s not enabled, you can still use the chart by selecting one of your internal tags, such as ‘disposition reason’, instead. Your Customer Success Manager can help you set up or modify this configuration if needed.