Opportunities swap the chart dimensions to four value-driver categories, built to help you identify areas for improvement and measure the impact of initiatives.
How Opportunity Types are defined
Opportunity Types categorise Inquiries against two questions:
- Business value - does the inquiry benefit the company?
- Customer value - does the inquiry provide value to the customer?
Opportunity Types are custom to your organisation. Understanding where each Inquiry sits against these two questions helps you identify where to focus improvement work, and measure the impact once you've made a change.
The four opportunities
| Opportunity | What it means | Goal |
|---|---|---|
| Enable Self-Service | Valuable to customers, but not beneficial for the business to handle via a contact centre. | Shift these interactions to self-service or automation. |
| Make It Easier | Valuable to the business, but time-consuming for customers. | Simplify these interactions to improve customer experience. |
| Pain Point | Not valuable to customers or the business. | Eliminate as many of these interactions as possible. |
| Value Generating | Valuable for both customers and the business - for example, revenue-generating interactions. | Optimise these interactions to maximise business impact. |
How to use it
To enable
Either:
- Click the Opportunities metric card, or
- Click the + at the top left of the charts (to the left of Root Causes) and click Opportunities.
All charts update to use these four categories as their dimensions.
Drilling down
You can drill down from an opportunity to see the Inquiries mapped to it.
To disable
Click the three dots and click Remove next to Opportunities.
Good to know
Opportunities and Lenses can't be used together - turning one on switches the other off. Opportunities view also disables the Impact chart and the Root Causes level while it's active. For the full picture of what turns off what across every mode, see the Mode Compatibility Matrix article.
Want to see more?
See the Insights #13 module for automation or Insights #14 module for pain points in OI University.
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