APTService Experience Intelligence Report

Product View

Service Experience Intelligence · 2026-02

View report data

Product opportunity backlog

Five evidence-backed priorities
1
FindingProductHigh

Authentication creates repeat effort

Identity and password flows appear in unresolved interactions.

35 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-001ENTITY-00012026-02-02ticketRecovery guidance improved but remained lengthy
SE-FEB-005ENTITY-00052026-02-23surveyExpired recovery link caused repeat effort
SE-FEB-001-M007ENTITY-00012026-02-07ticketRecovery guidance improved but remained lengthy
2
OpportunityProductHigh

Simplify authentication recovery

Reduce recovery steps and add contextual guidance.

35 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-001ENTITY-00012026-02-02ticketRecovery guidance improved but remained lengthy
SE-FEB-005ENTITY-00052026-02-23surveyExpired recovery link caused repeat effort
SE-FEB-001-M007ENTITY-00012026-02-07ticketRecovery guidance improved but remained lengthy
3
OpportunityProductMedium

Improve portal guidance

Add contextual navigation and visible completion states.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-004ENTITY-00042026-02-18portalSettings navigation required several attempts
SE-FEB-004-M010ENTITY-00042026-02-10portalSettings navigation required several attempts
SE-FEB-004-M016ENTITY-00042026-02-16portalSettings navigation required several attempts
4
FindingProductMedium

Portal guidance can deflect contacts

Navigation and self-service guidance are recurring needs.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-004ENTITY-00042026-02-18portalSettings navigation required several attempts
SE-FEB-004-M010ENTITY-00042026-02-10portalSettings navigation required several attempts
SE-FEB-004-M016ENTITY-00042026-02-16portalSettings navigation required several attempts
5
FindingOperationsHigh

Peak chat waits reduce experience

Queue delay is visible in chat evidence.

18 supporting records · View 3 examples
Case IDCustomer IDDateSourceEvidence
SE-FEB-002ENTITY-00022026-02-07chatEvening queue delay remained visible
SE-FEB-002-M008ENTITY-00022026-02-08chatEvening queue delay remained visible
SE-FEB-002-M014ENTITY-00022026-02-14chatEvening queue delay remained visible