Salted CX uses AI and human input to surface opportunities from the depths of conversations. Anybody in the company from management to agent can jump from built-in dashboards directly to the customer journeys, understand what can be improved, and act on it. Salted CX helps to improve the customer experience step by step.

Salted CX gathers conversation content and metadata from your contact center platforms and brings them to one place as you would have just one unified contact center platform.

All Conversations in One Place

Do you have multiple platforms for talking to customers?

Salted CX takes all conversations from all connected data sources and connects them to a single Customer Journey. Customer journey shows all conversations with a single customer in one pane in the order in which they happened.

Learn more about the Customer Journey.

AI Helps you to Uncover Opportunities

Have you ever had a hunch about what customers say in conversations but you could not explore it further?

Salted CX offers a semantic search that searches in 100% of your recent conversations for anything that has a similar meaning to what you search for. You do not know how customers express themselves as semantic search searches even expressions that have not a single word in common with what you wrote as long as the meaning is similar.

When you find an issue or an opportunity you can tag the conversation. Once you tag 5 or more similar situations in the conversation Salted CX can search for the same situation in all conversations. This helps you to understand how often the situation happens and whether it is worth your attention. You can always jump to complete customer journey from any AI finding and uncover what exactly is happening and what you can do better.

Learn more about Semantic Search and Auto Reviews.

Jump from Dashboards to Customer Journey

Ever wanted to know why customers said they were not happy? Why do conversations take longer than usual? Why a sale did not happen? Why do agents refund customers more often than the rest of their team?

In Salted CX you can go from high-level numbers and statistical data to individual conversations that are behind those data. So you can understand what is the root cause of any issue or whether there is an opportunity waiting.

With Salted CX you will know who to go to and what to tell them to help them improve or enforce their good behavior.

Learn more about Drill-down from Dashboards.

Start with Built-in Content

Ever had to provide a long list of requirements for your reporting needs? Ever waited weeks or even months to get any visibility?

Salted CX ships with built-in dashboards, insights, and metrics focused on different areas watched in the contact center. You can start to watch industry-standard metrics on day one just by opening Salted CX.

Learn more about Dashboards.

Build Dashboards without Coding

Ever wanted to look into your data but it took days or weeks to get a report from your IT department? Wanted to quickly check something suspicious in conversations but had to go through a prioritization process and justify business value before getting started?

In Salted CX you can explore data on your own without coding. Use built-in metrics to build your own insights and dashboards.

Dashboards allow users to combine multiple visualizations on a single canvas and view them from various perspectives.

Built-in Dashboards Filters

Dashboards contain filters to focus report only on specific subset of engagements. Filters influence every visualization in the dashboard and override the filters on visualizations level.

Use filters to focus on specific set of teams, agents, conversations and reviews. Filters help you work on the specific subset of your contact center traffic that is the most relevant for you.

On most dashboards these are the filters:

• Date. The date filter for when the engagements started.

• Source. The connected system or platform that the engagements are extracted from.

• Location. The location associated with the engagements.

• Direction. The direction of the conversations enables to choose whether you focus on Inbound, Outbound or Internal conversation.

• Channel. The communication channel of the engagements.

• Engaged Department. Department in which the agent was when engaged in the conversation.

• Queue. In which the customer was waiting before engaging with the agent.

• Engaged Team. Team in which the agent was when they engaged in the conversation.

• Agent. Agent engaged in the conversation.

• Outcome. Outcome of the engagement, often called disposition or wrap up code.

Some dashboards can contain different set of filters if they make sense for the use case the dashboards are intended for.

You cannot customize filters on the built-in dashboards. To use different filters create your own copy of the dashboard. Learn more about Custom Dashboards

Hidden Filters

Some dashboards may have hidden filters that influence the visualizations in that dashboards. Hidden filters can be used to focus the dashboard on the subset of data it is intended to be used for and avoid misinterpretation of the data. Hidden filters are a convenience feature, not a security feature.

Locked Filters

Locked filters are similar to hidden filters in that they are applied to the dashboard and cannot be changed. However these filters are

Reset Filters

You can click the reset filters button to set the filters to their default values for the current dashboard. This enables you to quickly start any of your explorations from the start again.

Dashboard Views

You can save the current filters in dashboards for later use using saved views. This is useful to have dashboards filtered to what is the most important for each user. For example this can be their team, their department, agents that need more help, etc.

Each user has their own views. Views created by one user is not visible by other users.

Save Filters

When you want to save your current filters:

1. Click My views in the top right corner of the dashboard
   

2. Click Create view in the menu

3. Name your saved view so it is easy to remember what data it shows
   

4. Check Save as default, if you want the newly created svaed view to be used by default when you open the dashboard

5. Click Save

From this point you can easily return to your filtering criteria with just two clicks.

Use Saved Views

To load the saved filters:

1. Click My views
   

2. Click any of the saved views in the menu

To choose which saved view is used by default when you visit the dashboard, click ❸ Set as default option that appears when you move pointer over the menu item.

To delete any saved view, click ❹ trash icon that appears when you move pointer over the menu item.

Drill Downs

The dashboards are interactive. You can click attributes and metrics in charts and tables to explore them further. Items that you can click are bold. When you click these items they can either take you to a specific dashboard or to Customer Journey.

You can also add drill-downs to your custom dashboards. Learn more about Drill Down from Dashboards.

Visualization are individual charts and tables. You can view the visualizations individually or you can put more of them into one dashboard. Visualizations enable you to browse charts and tables people have already created in your account and also create a new visualization.

Navigation

On the left hand you have listed all the visualizations available in your account. You can use search to search for visualizations by their name.

The visualizations are organized into these sections:

• Favorites contain visualizations that you have marked as favorite using the star icon in the toolbar. Favorites are individual for you and each use can have their own favorites.

• Shared contain visualizations that were created by all users in your account.

• Salted CX contain visualizations that are available out of the box with the Salted CX account.

You can create your own visualization by pressing the New Visualization button .

As all items in Salted CX each visualization has its unique web address. You can easily copy the address from the browser URL and send it to your colleagues so they can have a look on the visualization.

Built-in Visualizations

You cannot edit nor delete built-in visualizations. You can use these visualizations to build custom dashboards or use filters to focus on specific data. You can use all the view-only features depending on the visualization shows including Ask and drill downs to the customer journey.

Press Save as new to create your own visualization based on the built-in one. This enables you to use the built-in visualization as a starting point and modify it to better suit your business needs.

Custom Visualizations

Visualizations created by users in your account are automatically available to other users. Users with edit permission can also edit these visualizations.

Press Edit button to open the visualization for editing. For custom visualizations you can still create a copy with Save as new option in the menu if you want to keep the current visualization intact.

You can delete the visualization by pressing the Delete menu item.

Drill Downs

If any visualization contains individual customers, contacts, conversations, engagements, reviews or transactions you can click on the given item to open customer journey related to it. This enables you to quickly explore root causes behind different issues.

If any visualization contains list of individual agents you can click them to open their agent profile.

Ask

If any visualization contains list of individual engagements or reviews you can click Ask about engagements or Ask about reviews button to ask questions about the content of the conversations or contents about the customer reviews.

Save Selection

If any visualization contains list of individual engagements or reviews you can click Save engagements as selection or Save reviews as selection. Saved selection enables you to store the list of engagements that are currently listed in the visualization (matching filtering criteria at the time when you save them) for later use.

You can use selections to have a sample of conversations for training, testing automatic QA, etc.

Customer Journey provides a view of all conversations with a customer from the first to the last engagement the customer had with you. Customer Journey enables you to better understand the end-to-end experience of your customers, your products, and services they use.

Customer Journey view is split into 3 vertical scrollable panes from left to right:

• Navigation Pane ❶ — High-level overview of the Customer Journey that helps to understand how often the customer contacts you, by using what channels, and what was outcome of the conversations. Useful for navigation in the entire customer experience.

• Conversations Pane ❷ — Detailed view of individual engagements including their content — transcripts. Useful for uncovering root causes behind issues and identifying opportunities.

• Action Pane ❸ — Pane that enables you to work with findings in the Conversation Pane.

Navigation Pane

The leftmost pane shows all Conversations and Engagements on the high level.

• The empty channel symbol represents an Engagement handled without human intervention.

• The full channel symbol represents an Engagement handled by a human.

Click any Engagement in the Customer Journey pane and the Conversations Pane scrolls to the point in the Customer Journey that you clicked.

Scroll the pane if there are many Conversations and Engagements with the customer.

Conversations

Each conversation win Customer Journey begins with the date when the conversation started and an icon indicating the conversation direction. Individual Conversations are split by a separator.

Each conversation lists engagements that happened in it. Each engagement shows its channel, queue (or agent if the queue name is not available), and the outcome (disposition code, wrap-up code) of the engagement.

Overview Pane shows a thin bar on the left side indicating which conversations are visible in the Conversations Pane. This simplifies navigation and understanding of the customer journey if the customer journey is long.

Conversations Pane

The middle Conversations Pane shows detailed contents of all conversations with one customer. The customer journey is broken down into individual conversations sorted by the time when the conversations started. The oldest conversations are on top and the most recent conversations are at the bottom. If two conversations overlap then there is a small notification that another conversation started. You can click the notification to scroll to that conversation.

Engagements

Each conversation shows all agent engagements within that conversation. If there are multiple engagements in a single conversation — for example, two agents talk to the customer — the turns within the engagements are sorted chronologically so when multiple agents are talking to the customer you understand the flow of the conversation.

When a new engagement start customer journey shows who joined the conversation, the start time of the engagement, whether they are some reviews. You can also Ask about anything related to the engagement.

More details in article Engagements in Customer Journey and Voice Engagements in Customer Journey.

Turns

Turns represent a single message or action of participants in the conversation. The turns have colors depending on who performed them. Customers turns are green, human agents are blue and bot turns are purple.

On top of each turn you can see the following information:

• The channel is represented by an icon. As you can have multiple channels mixed in a single conversation the icon helps you identify what channel was used for that specific turn.

• Participant name which is either the agent name, bot name, or “Customer”. We do not show the customer's name or contact details to limit the exposure of the customer's personal information.

• Response time to the previous messages from another participant.

If there are multiple turns from the same participant within one minute they are grouped and do not contain repeat the above information.

Action Pane

Action Pane provides a set of additional information and tools regarding the current customer journey and your selection.

Prompting

You can use prompting to ask any question about the selected engagement and chose from a concise or detailed answer. The last entered prompt is remembered so once you select a different engagement it will be automatically executed.

Forms

This panel allows you to select a form created in the Forms editor. Each form has a property that designates if it can be displayed on the level of engagement, customer turn, agent turn or bot turn.

Reviews

Reviews enable you to view and provide your feedback for individual turns and entire engagements. For reviews generated by humans, you can provide feedback if you approve or dispute them. For AI generated reviews you can provide feedback if they are correct, incorrect or unclear.

Similar Turns

Displays turns in the conversations that are semantical similar. See more in Similar Turns.

A Logical Model is the way the data in Salted CX are organized, making them easy to use for a wide range of analytical needs. The Logical Model is designed to be easy to understand for people without deep technical knowledge. Understanding the logical model is helpful for creating custom metrics, building reports, and designing dashboards.

The data available in the Logical Model varies depending on the connected data sources and their configuration. The Logical Model can work perfectly fine if the data are not complete. A subset of metrics will be available.

Data Sets

Data sets represent different kinds of items stored in the logical model. Salted CX uses a limited set of data sets that enable users to quickly navigate in it.

Each data set has a set of attributes, facts, and references to related data sets.

Attributes

An Attribute is a property of a Data Set that can be used for segmentation and filtering of data visible in the reports and dashboards.

Attribute and label values are limited to 100 characters. If an attribute or label value is longer than 100 characters, the value is trimmed. Whenever a value is trimmed, the event is reported to the Technical Log as a warning. We recommend monitoring trimmed values, as they may lead to skewed reporting. If multiple values share the same first 100 characters and differ only after those characters, segmenting by such attributes will merge metrics from these two distinct values into a single segment.

Enumerations

Enumerations are special types of attributes that can contain only values allowed by Salted CX. Unsupported values cause the data to fail to load using our Ingest API.

Entities

Entities are very simple Data Sets. Unlike Data Sets, they have only one attribute with two labels and no facts. Every entity has the same set of one attribute and two labels for that attribute.

Entities enable you to have a unique representation of important items in the contact center, with a human-friendly visualization. Entities also enable you to easily rename the items without breaking relationships between important data points.

PID

Each item in a dataset and every entity has a unique Permanent Identifier (PID). PID is a special type of attribute. PID is always a UUID that is either generated randomly or deterministically based on identifiers in the connected platform. Once a PID is generated for an item, it cannot be changed in the future.

Labels

Labels are alternative visualizations for attributes. While you might use a hard-to-read value that you are certain is unique as an attribute value, the unique value may be very inconvenient for end users to read.

There might be two items with the same label but different underlying attribute values. If such a label is used in insights, you will see two different segments with the same name and different metric values.

Similarly to attributes, the label values are limited to 100 characters. If a label value exceeds 100 characters, it is trimmed. Whenever a value is trimmed, the event is reported to the Technical Log as a warning. Since labels are not directly used for segmentation and filtering, the trimmed labels have a lesser impact on data correctness. However, if there are two labels that have the same first 100 characters, the insights may be misleading - for example, you can see twice the same label value or accidentally filter for a different value.

Facts

A Fact is a numeric value in the Logical Model. Facts can be used for arithmetic operations, aggregated, and ultimately form the foundation for creating metrics.

Metrics cannot be used for filtering in insights and dashboards. However, you can use fact values in metric filtering conditions.

When you load custom data and provide a non-numeric value where a fact is expected, the value is ignored and the event is reported in the Technical Log as a warning. The number in quotes is also not considered a fact.

Date, Time, and Duration

All dates and times in the logical model have one-minute granularity. There are multiple dates and times in the Logical Model.

All durations in the logical model are in seconds.

Technical items in data sets

Some data sets have technical values. Technical values have an attribute Type set to value Technical. You can use this attribute to filter the technical items in the data sets.

Technical items are stored by default in the Agent, Customer, and Engagement data sets.

Data not in logical model

The logical model does not contain the following data:

• Conversation content, such as transcripts or voice recordings. It may, however, contain metadata extracted from the content, such as discussed topics, sentiment, and other features extracted from the content. The content is stored separately and displayed only when users drill down to the customer journey and have permission to view the conversation content.

• Customer's personally identifiable data. Customer's personally identifiable data is removed and replaced by identifiers from the customer profile. We do not expose personally identifiable information in analytics or in the customer journey. To display personal identifiable information, the user must have a dedicated permission and click on a specific masked value to view it.

Technically, you can provide pieces of conversation content and personally identifiable data in attributes and labels when loading custom data to Salted CX. However, we strongly discourage you from doing that as it bypasses compliance enforcement in Salted CX.

Metrics are calculations that calculate a numerical value on top of all engagements and other items in the Logical Model.

Built-in Metrics

Salted CX ships with a rich set of built-in metrics that you can use to build your own insights and dashboards. You can also use the built-in metrics to create your own metrics on top of them or as an inspiration to create your own metrics from scratch. The built-in insights and dashboards use the built-in metrics.

The set of built-in metrics available in every Salted CX account is the same. However whether the metrics provide results depends on platforms you connected Salted CX to and on additional data you load to Salted CX. Different platform provide different set of data.

Check Metrics Reference for list of metrics available out of the box.

Custom Metrics

Salted CX contains a metric editor that enables you build your own metrics based on any data point available in Logical Model. You can build your own metrics on top of the built-in metrics or create your metrics from scratch. You can use custom metrics to build new insights and dashboards. They offer the same flexibility as the built in metrics.

Salted CX focuses on an agile review process that prioritizes the maximum amount of feedback for agents with as short a feedback cycle as possible. Additionally, Salted CX can use the collected feedback from people to train AI which then enhances the quality assurance process.

Even if quality assurance is done automatically by AI human feedback is necessary to provide training data for the AI and ensure that the results provided by AI are aligned with the business expectations.

More Reviews that Matter

To get the most value from the time and effort you invest in reviews you have two high-level options:

• Focus on more interesting conversations. Reviewing these conversations is more likely to lead to actionable findings. You do this by selecting some criteria detected from metadata and content.

• Review more conversations. Spend less time on an individual conversation to maximize conversations reviewed per unit of time.

The exact ratio between a number of actionable findings between the random sample reviews and reviews on focused and fast reviews depends on multiple factors:

• The percentage of actionable conversations out of total volume.

The table below contains the comparison of random sampling and focused reviews:

Reviewing Conversations

Users review conversations based on findings.

How to Manually Review Turns and Engagements

After you drilled down to a customer journey.

• Navigate to the part of the customer journey that is relevant for your review. Drill-down from a dashboard often leads to a specific conversation or engagement. Discovery using Semantic Search leads to a specific turn. You can use the summary on the left side to focus on conversations happening in a time frame you are interested in. You do not often need to review a complete customer journey.

• Read through the part of the customer journey relevant for your review. Whenever you find anything worth your attention. Use the Feedback panel on the right to tag it with a given behavior. Choose the best form for your review. You can use different forms for customer, agent, and bot turns and Salted CX remembers the choice for individual turns separately.
  

• You can use the Reviewed tag to mark the engagement as completely reviewed at the end.

Useful tags for general use:

Bookmark — marks the current turn or conversation for later use. So it is easy to discover.

Reviewed — marks entire engagement as reviewed in reports, counts toward coverage of agent engagements that were reviewed. Use this tag to show that you went through the entire engagement to make sure nothing important slips.

See the full list of built-in tags and questions.

Tags and Questions for Your Business

Salted CX provides a rich set of built-in tags and questions that try to cover common use cases. These provide a great starting point.

Contact Salted CX to create tags and questions for you. This step cannot currently be done directly in the application.

Auto Reviews

Auto reviews are similar to reviews people can provide in our Customer Journey using the feedback pane. However, auto reviews are provided by AI. They can also be associated with a specific turn

Auto reviews analyze 100% of conversations and attach reviews to them. These reviews are easy to distinguish from reviews provided by people. You can report on them and you can see them in our Customer Journey.

How are auto-reviews useful:

• Watch the number of conversations that contain certain behaviors over time. Making sure the number grows (for positive tags) or declines (for negative tags).

• Identify agents, teams, or other clusters of conversations that contain unwanted behavior to have a look at the root cause.

• List conversations that have tags or a combination of tags for review by a person. For example, you might use auto reviews to find places where customers are unhappy and you want to walk through those conversations to learn what are the reasons and categorize those.

Contact Salted CX to start auto-reviewing using a specific tag. This step cannot currently be done directly in the application.

The accuracy of auto reviews depends on the use case and the amount and clarity of the manual reviews. Every AI model requires training input that is as accurate as possible.

We provide Ingest API that enables you to enhance existing data in Salted CX with attributes and facts that are important for your business. You can also use the Ingest API to integrate Salted CX with a platform that is not supported out of the box by Salted CX.

Before You Start

Before you start it is good to have understanding of these topics:

• Logical Model — enables you to understand the data structure expected by Salted CX. The Ingest API expects the data that matches the Logical Model and individual files uploaded to Salted CX represent items in individual data sets.

• Ingest Data Format — enables to understand file naming convention, file format and supported values in the uploaded file.

Get Access to Ingest API

Access to Ingest API requires these information that you need to ask us via help@salted.cx:

• Account ID — UUID that is unique identifier of the customer account and the associated domain

• Secret API Key — long random characters that authorize your code to upload the data

• Source ID — UUID that identifies the data source. We recommend to ask for separate Source IDs if you have multiple implementations that provide data via Ingest API from different sources.

The above information is all you need to upload data to Salted CX. Keep these information is a secure storage such as AWS Secrets Manager or its equivalent in a different infrastructure. Although Only Secret API Key is sensitive we recommend that you do not use any of these in you code and retrieve it via environmental variables or directly from a secrets management service.

Upload Process

The upload process has these steps:

1 — Prepare the data into a batch of compressed JSONL files to a single ZIP file. Check ingest data format for details on the format of the JSONL files.

2 — Request upload link from the Ingest API. This requires passing the authorization token in the request headers.

curl --location 'https://api.eu.salted.cx/api/v1/ingest/upload-url' \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <Secret API Key>' \
-d '{
          "ingestionSourceId":<Source ID>"
    }'

3 — Upload the prepared ZIP file from step 1 to the upload link retrieved in step 2 using HTTP PUT method.

curl --location --request PUT '<Upload link from step 2>' \
--data-binary '@/<Path to ZIP file from step 1>'

Access to Recordings

If you want users to playback recordings from the customer journey.

Salted CX needs permissions to read the files from S3.

Follow AWS documentation to provide S3 folder permissions with Salted CX account.

Best Practices

Use a dedicated account for testing purposes if your integration is not yet thoroughly tested. Currently the API supports only additive changes of data or modification of existing data. In case you need to delete data please reach to use help@salted.cx.

Limits

The API has the following limits:

• Maximum size of a single batch is 1GB

• Maximum number batches per 15 minute is 1,000

• Total data size uploaded in 15 minutes is 10GB

Pricing

Adding data using Ingest API influences costs as it creates engagements and other data set items that may impact the overall price for Salted CX.

Salted CX provides support for the following contact center platforms.

Adding Supported Platform

Salted CX adds support for contact center platforms based on demand. If your platform is missing in the above list please reach us at help@salted.cx to check when we can support your platform.