Root-Cause Tagging & Contact Driver Analysis
Understanding why customers call or chat is the key to reducing contact volume. Omniflow automatically tags the root cause of every conversation using AI transcript analysis.
Common Contact Driver Categories
- Product & Bugs:
Login Failure,App Crash,Feature Request,Billing Discrepancy - Order & Shipping:
Delivery Delay,Damaged Item,Wrong Size,Return Request - Account & Security:
Password Reset,2FA Issue,Subscription Cancellation
Analyzing Root-Cause Trends
In QA Analytics → Reports & Trends:
- View a breakdown of top contact drivers over the last 7, 30, or 90 days.
- Correlate root causes with Average Handle Time and Customer Satisfaction (CSAT).
- Export findings to product and engineering teams to fix recurring software bugs or checkout friction points.
Related Guides
| If you want to… | Read |
|---|---|
| Review conversation scorecards | Scorecards & GenAI Evaluation |
| Schedule automated reports | Scheduled Reports & Digests |