Your handy reference to all the OI University courses available for OI Insights.
This learning path takes you from finding your way around the dashboard through to advanced diagnostic and automation workflows. Work through the courses in order, or jump to the one that answers the question you have right now.
| Course | Description | Insights Functionality covered | Length | Who should complete it |
|---|---|---|---|---|
| Insights #1: How do I find my way around? | Get to know your dashboard! A guided tour of the Insights page: the filters, metric cards, charts and menus that powers OI Insights. | Navigation | 5 mins | All OI users |
| Insights #2: Why are customers contacting? | Get started with OI Insights! Learn how to review why customers are contacting - see the relevant metrics, drill down through your demand, and review and export transcripts. | Root Causes, Inquiries, Sub-inquires & Exporting. | 6 mins | All OI users |
| Insights #3: How is demand changing over time? | See your demand over time! Turn on the over-time chart, compare up to four trends at once, and zoom in on spikes or dips. | Over time chart and time selection. | 4 mins | All OI users |
| Insights #4: Was that change in demand significant? | Know what really matters! Build a personalised metric set, use the change chart to separate genuine movement from noise, and identify significant demand changes. | Change chart | 5 mins | All OI users |
| Insights #5: Which team and agents perform best? | Find your best performers! Use lenses to pivot from demand to the people handling it, and compare like-for-like teams and agents. | Lenses | 5 mins | All OI users (Team Leaders specifically) |
| Insights #6: Is an agent actually good, or just fast? | Look beyond speed! Sort and read an agent cohort across multiple metrics, and pin metrics against each other to spot genuine performance markers. | Compare Mode | 6 mins | All OI users (Team Leaders specifically) |
| Insights #7: What impact is a team having? | See the bigger picture! Rank teams by metric, cross-reference them, and distinguish a team’s true impact on the centre-wide average. | Impact chart | 5 mins | All OI users (Team Leaders specifically) |
| Insights #8: How does one inquiry compare to all demand? | Compare against the crowd! Merge inquiries into a baseline and compare a single inquiry against the rest to see if it’s trending differently. | Merged Compare | 5 mins | All OI users |
| Insights #9: How does an agent compare to their peers? | Dig into the detail! Apply lenses and merged compare to see if an agent or team’s gap against the population holds over time. | Merged Compare | 5 mins | All OI users (Team Leaders specifically) |
| Insights #10: How does demand compare to a prior period? | Compare then vs now! Set up a Prior Period Comparison and identify how inquiries have shifted, with deltas across multiple metrics. | Prior Period Comparison | 5 mins | All OI users |
| Insights #11: How does a team or agent compare to a prior period? | Track individual progress! Enable lenses, drill from teams to agents, and set up a Prior Period Comparison to read deltas for your team and agents. | Prior Period Comparison | 5 mins | All OI users (Team Leaders specifically) |
| Insights #12: How do I build a dataset for deeper analysis? | Build your own dataset! Drill into transcripts, narrow with keyword search, and use OI-Q to ask structured questions and export a finished dataset. | Transcript table & OI-Q | 8 mins | All OI users |
| Insights #13: Which demand is worth automating? | Find what’s worth automating! Switch into the opportunities view, quantify impact, and build a business case backed by OI insights. | Opportunities & OI-Q | 5 mins | All OI users |
| Insights #14: How do I turn a pain point into action with OI-Q? | Turn pain points into action! Identify a pain point using opportunities, and use OI-Q in cohort mode to uncover actions that remove it. | Opportunities & OI-Q | 5 mins | All OI users |
| Insights #15: How do I account for shrinkage? | Get your true cost! Apply a shrinkage percentage to your interaction costs and export your fully-loaded cost to share with stakeholders. | Shrinkage | 5 mins | OI Admins |
| Insights #16: How do I monitor performance in real time? | See what’s happening right now! Switch to a live view, apply lenses to find who’s driving performance today, and spot today’s real outlier. | Live Mode | 5 mins | All OI users (Team Leaders specifically) |
| Insights #17: How do I flag a known cause behind a change in my data? | Mark the moment it happened! Create and pin an event on your timeline and export a before-and-after view to share a finding. | Events | 5 mins | All OI users |
| Insights #18: How do I group related enquiries together for analysis? | Tag it, track it! View an existing global Episode, and build and save your own Labels to monitor a specific area whenever you need to. | Episodes & Labels | 7 mins | All OI users |
| Insights #19: How do I get instant analysis of a demand driver? | Get instant insight! Run an automated analysis on a specific enquiry and reshape the output into a ready-to-send summary for your team. | OI-Qi | 5 mins | All OI users |
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