Total interactions
324
↑ 205.7% vs Feb 2026
2026 YTD summary
Top contact driver
Password Reset
25.3% of interactions
High priority opportunities
2
Calculated from configured rules
Opportunity coverage
84.9%
Share linked to an action
Customer effort risk
High
Evidence-backed priority
Year lookback
View detailsLargest increase
- Authentication creates repeat effort
- Peak chat waits reduce experience
- Billing language causes confusion
Strongest improvement
- Resolved rate: 60.2% → 77.5%
- Average effort: 4.4 → 4.1
Persistent themes
- Billing language causes confusion
- Portal guidance can deflect contacts
Monthly trends
View allInteractionsResolutionEffort
Top risks
Executive view| Finding | Category | Evidence | Priority |
|---|---|---|---|
| Authentication creates repeat effort Identity and password flows appear in unresolved interactions. | product | 82 records | High |
| Peak chat waits reduce experience Queue delay is visible in chat evidence. | operations | 65 records | High |
| Billing language causes confusion Users request clearer explanations of fees and statements. | experience | 65 records | Medium |
| Portal guidance can deflect contacts Navigation and self-service guidance are recurring needs. | product | 63 records | Medium |
Top opportunities
View all1
Simplify authentication recovery
HighReduce recovery steps and add contextual guidance.
2
Route peak chat demand
HighUse queue-aware routing and proactive wait messaging.
3
Rewrite billing explanations
MediumTest plain-language labels and examples.
4
Improve portal guidance
MediumAdd contextual navigation and visible completion states.