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Observations & Dimensions

Observations

Observations group related signals into meaningful categories that align with how teams think about performance. Instead of tracking hundreds of individual signals, managers can focus on higher-level patterns.

Examples:

  • Empathy & rapport — groups signals related to customer connection
  • Process adherence — groups signals related to following prescribed workflows
  • Sales execution — groups signals related to the sales process

Dimensions

Dimensions let you slice your data by the business contexts that matter:

  • Interaction type — conversion, resolution, informational, recovery
  • Customer intent — what the customer was trying to accomplish
  • Resolution outcome — how the interaction concluded
  • Interaction mode — voice, chat, email, SMS

Use dimensions in analytics to compare performance across different contexts. For example, see how your team performs on inbound support calls versus outbound sales calls.