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Identify Top Issues and Escalations

This workflow helps you identify the most common customer issues and understand why escalations occur.

Goal

Answer questions like: - What are customers contacting us about most often? - Which issues drive escalations or dissatisfaction? - Where should we focus coaching or process changes?

Step-by-step workflow

1) Start with Topics or “Top Issues” dashboards (if available)

  • Choose a relevant time range (30–90 days is often useful).
  • Identify:
  • top recurring topics/issues,
  • topics trending upward,
  • topics correlated with low CSAT or negative sentiment.

2) Drill down into a specific issue

  • Click the topic/issue bucket to see the underlying conversations.
  • Sample 5–10 conversations.

3) Review explanations to understand drivers

For each conversation, look for: - what triggered the issue, - whether the issue was resolved, - whether the customer’s expectation matched the outcome.

4) Add escalation analysis (if enabled)

If your org tracks escalation reasons: - filter to conversations with “Escalation Reason is present” - group by escalation reason - drill down and identify patterns (policy limits, long wait, missing info, etc.)

5) Take action

Common actions: - update knowledge base and scripts - coach on handling common objections or policy explanations - fix product/process issues driving repeated contacts - adjust routing/triage rules (if applicable)

Topics Dashboard

Figure: Topics dashboard showing distribution of conversation topics.