You can now click into any individual Topic to see the underlying conversations where that Topic was identified.

You can do this in the Trending Topics table, or when you’ve drilled in to see the Topics within any given Theme.

We’ve added a Signals report that will allow users to select a single question (from either an Evaluation Module, or a Conversation Module) to report on the frequency of each question response.

This report does not live on one of the standard Signals dashboards. Instead, you can add this report to a custom Signals dashboard via the “Additional Reports” section of the “Add Reports” modal in Signals.

You can also export this report to CSV via the menu on the graph!

We’ve updated our Spotlight feature to be more effective with our new Signals functionality. Here’s how it will work:

Our Signals reports that include a single data point (Total Conversations, Call Duration, and Conversations with an Eddy) now have a trend indicator!

As part of our Trending Data initiative, with this week’s release you’ll notice several BIG improvements to Themes & Classifiers graphs in Signals:

Why is this important?

With these updates, you can quickly see what’s happening most frequently across all conversations. This provides immediate insight into where you should focus first in order to proactively address issues and remove roadblocks for your customers. On the other hand, the locking capability allows you to keep specific items in view on the graph, even when you change your filters, so you can go deeper in analyzing selected classifiers or themes.

We have made significant performance improvements to Signals. Some of our customers with large datasets have found it cumbersome to use certain Signals reports due to long load times. We encourage you to log in, navigate to Signals, and experiment with filters and date ranges to feel the difference in performance. We’re excited to bring you more insights, much faster!

Our Themes and Topics reports drive immense value for our customers, allowing you to see how conversation topics are trending across all of your conversations, identify what themes are most prevalent, and investigate how these themes correlate to Eddy presence.

Now, if you have access to Themes and Topics in Authenticx, when you navigate to Signals, you will land on the Themes and Topics page first. If you do not have access to Themes and Topics, you will continue to land in Eddy Reports.

Now, you can look at volume of conversations over time, using our latest and greatest Signals Report. This means that you can easily apply filters to then see purely how many conversations match those filter sets (e.g., I could filter to a certain classifier, and then see how many conversations have that classifier over time).

This report does not live on one of the existing Signals dashboards. Instead, you can add it to a custom Signals dashboard via the “Additional Reports” section of the “Add Reports” modal in Signals.