Contact reasons and patterns
See why customers call, what is changing, and the patterns the AI finds across your calls.
On this page
Contact reasons tell you why customers call. Patterns tell you what keeps happening inside those calls. Everyone who can open the dashboard sees contact reasons. Patterns are for managers and admins.
The Contact reasons tab
Open Dashboard, then Contact reasons. It uses the Team and Period filters at the top. The Queue filter also narrows the tab, except Calls by contact reason and Key metric drivers.
- Calls by contact reason: stacked bars show volume over time, with the biggest reasons named and the rest grouped as Other. If a reason spikes, a note says how far above its usual level it was.
- What moved: the topics that rose and fell most within the period. Pick topics in the table to compare them in the chart, by number of calls or share of calls.
- Call drivers: each contact reason against the previous period, with its change, average call length and customer sentiment.
- Key metric drivers: which reasons explain a change in call volume, call length or customer sentiment.
- Keywords: the keywords the AI found in the most calls.
- Search transcripts: find calls where a word or phrase was said.
Drill down
Select a reason to open its topics. Select a topic to see a summary of what customers are saying, grouped, and sample calls. Follow the link to open all of the topic’s calls in the Calls list.
A keyword runs the transcript search for you. Results show the words around each match, newest first. Narrow the period if you need older calls.
Patterns
Patterns are on the Skills tab, under Patterns in recent calls. The AI looks for them in a sample of recent scored calls. They cover all teams, and the filters don’t change them.
Each pattern is marked Objection, Challenge or What works.
A pattern card shows how often it appears in the sampled calls, how that changed since the last update, and which skill it links to. Open one to read the description and a suggested action written by AI.
If you can manage training, choose Create training to build a course on the linked skill. You pick the agents and review the course before anyone gets it. See training and performance.
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