APTService Experience Intelligence Report

Experience View

Service Experience Intelligence · 2026-01

View report data

Journey and effort signals

Traceable customer evidence
1
FindingExperienceMedium

Billing language causes confusion

Users request clearer explanations of fees and statements.

20 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-003ENTITY-00032026-01-13callStatement label required explanation
SE-JAN-003-M008ENTITY-00032026-01-08callStatement label required explanation
SE-JAN-003-M013ENTITY-00032026-01-13callStatement label required explanation
2
OpportunityExperienceMedium

Rewrite billing explanations

Test plain-language labels and examples.

20 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-003ENTITY-00032026-01-13callStatement label required explanation
SE-JAN-003-M008ENTITY-00032026-01-08callStatement label required explanation
SE-JAN-003-M013ENTITY-00032026-01-13callStatement label required explanation
3
FindingProductHigh

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

20 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-001ENTITY-00012026-01-03ticketRecovery required repeated verification
SE-JAN-001-M006ENTITY-00012026-01-06ticketRecovery required repeated verification
SE-JAN-001-M011ENTITY-00012026-01-11ticketRecovery required repeated verification
4
FindingOperationsHigh

Peak chat waits reduce experience

Queue delay is visible in chat evidence.

20 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-002ENTITY-00022026-01-08chatQueue delay before account guidance
SE-JAN-002-M007ENTITY-00022026-01-07chatQueue delay before account guidance
SE-JAN-002-M012ENTITY-00022026-01-12chatQueue delay before account guidance
5
OpportunityOperationsHigh

Route peak chat demand

Use queue-aware routing and proactive wait messaging.

20 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-JAN-002ENTITY-00022026-01-08chatQueue delay before account guidance
SE-JAN-002-M007ENTITY-00022026-01-07chatQueue delay before account guidance
SE-JAN-002-M012ENTITY-00022026-01-12chatQueue delay before account guidance