Analyze data points across dimensions using filters

To the right of the main menu, there’s a list of filters. At the top, the broadest category is All. Selecting All shows all individual data points in the main viewing screen on the right. 

Below All are different filtering categories, described below. You can apply one or multiple filters at a time.

Filter by app

Below All, there’s a filter category for apps, e.g. Zendesk, Intercom, Salesforce, etc. These filters allow you to view only the customer feedback data points that came from each app. You can apply one or multiple app filters.

Filter by sentiment, emotion, or tags 

Below All and app filters, there are three filter categories: sentiment, emotion, and tags. These are standard for all Viable accounts.

Sentiment refers to a customer feedback data point that was either negative, positive, or neutral. This filter provides a snapshot of sentiment as a percentage of all customer feedback data points.

Emotion works similarly to Sentiment: filter by one of six emotions to get a snapshot of how your customers feel:

Confused
Delighted
Disappointed
Excited
Frustrated
Worried

Tags are labels that our AI model has assigned to a customer feedback data point. As an example, consider the following:

I find the boards feature to be extremely helpful in organizing my time throughout my day. It saves me time and makes daily tasks much more manageable.

Our AI model might assign the following tags to this piece of feedback: boards, organization, time-saving, daily tasks. 

Bringing it all together: the Viable AI would likely assign this customer feedback data point a positive sentiment and the delighted emotion. 

Filter by segment (or traits)

Below the sentiment, emotion, and tags filters are segment filters: trait-based categories such as job title, company size, etc. These are custom, depending on the segmentation fields from your integrated customer feedback apps. 

Segment filters are imported from your integrated customer feedback apps, including apps such as Clearbit.

For example, to analyze customer feedback data points by job title, select the job title filter. To analyze customer feedback data points by company size, select the company size filter. Etc.

Viable Team

Staff

Last Updated: 12/02/20