Themes
What calls are about, and which subjects carry the pain. 8 themes appeared across 2 calls in this window.
Volume against sentiment?Each mark is a theme. Horizontal position is how many calls carried it; vertical position is the average sentiment of those calls. Marks are coloured on the same diverging scale as the vertical axis. Every value is also in the table below.
The uncomfortable quadrant is bottom-right: subjects that come up often and go badly.
What drives the feeling?Every scored transcript turn carries a driver. The bar is the share of that driver's turns the model scored negative, so a short bar means the subject comes up and generally goes fine.
Themes say what a call was about; drivers say what made it go the way it did.
Pricing and billing
Product capability
Service reliability
Support experience
| Driver | Turns | Negative |
|---|---|---|
| Pricing and billing?Monetary factors: fees, charges, budget, affordability, contract terms, quotes, and commercial flexibility. Includes billing surprises and cost-based objections. | 10 | 10 |
| Product capability?The product's functionality and performance: features, missing or broken capabilities, bugs, configuration, module behavior, and limitations. Includes praise for what works and requests for what doesn't, but not service outages or support interactions. | 2 | 2 |
| Service reliability?Service availability and dependability: outages, downtime, incidents, loss of monitoring or visibility, degraded performance, and reliability concerns. Includes positive comments about stability and incident recovery, but not the handling of the incident by support. | 7 | 7 |
| Support experience?The vendor's responsiveness and communication: speed and quality of responses, ticket handling, escalations, incident updates, transparency, honesty, and accountability. Includes both positive and negative experiences with support people. | 4 | 3 |
Reliability5 themes
| Theme | Calls | Share?Share of all calls in this window that carried the theme. | vs prior?Change in share of calls against the previous window of equal length. | Sentiment | Negative?Calls carrying this theme that came out negative overall. | Issues?Individual issues logged under this theme. |
|---|---|---|---|---|---|---|
Backup & Recovery?Calls about backing up data and restoring data after loss or corruption. | 1 | 50% | +50 pts | -1 | 1 | 1 |
Incident Response?Calls about detecting, responding to, and reviewing incidents, including post-mortems and root cause analysis. | 1 | 50% | -50 pts | -1 | 1 | 1 |
Monitoring?Calls about system monitoring, alerting, and visibility tools and practices. | 1 | 50% | -10.0 pts | -1 | 1 | 1 |
Outage?Calls about active service outages or downtime events. | 1 | 50% | +50 pts | -1 | 1 | 1 |
Reliability?Calls about overall system reliability, availability, resilience, capacity, and performance, excluding specific outages or incident response. | 1 | 50% | -30 pts | -1 | 1 | 1 |
Commercial1 theme
| Theme | Calls | Share?Share of all calls in this window that carried the theme. | vs prior?Change in share of calls against the previous window of equal length. | Sentiment | Negative?Calls carrying this theme that came out negative overall. | Issues?Individual issues logged under this theme. |
|---|---|---|---|---|---|---|
Billing?Calls about invoices, licensing fees, overages, and payment issues. | 1 | 50% | +50 pts | -1 | 1 | 2 |
Customer Success1 theme
| Theme | Calls | Share?Share of all calls in this window that carried the theme. | vs prior?Change in share of calls against the previous window of equal length. | Sentiment | Negative?Calls carrying this theme that came out negative overall. | Issues?Individual issues logged under this theme. |
|---|---|---|---|---|---|---|
Support?Calls about customer support interactions, escalations, workarounds, and support experience. | 1 | 50% | +30 pts | -1 | 1 | 1 |
other1 theme
| Theme | Calls | Share?Share of all calls in this window that carried the theme. | vs prior?Change in share of calls against the previous window of equal length. | Sentiment | Negative?Calls carrying this theme that came out negative overall. | Issues?Individual issues logged under this theme. |
|---|---|---|---|---|---|---|
other?No shared value fits; the raw string is preserved in the fact table. | 1 | 50% | +50 pts | -1 | 1 | 1 |
A call can carry several themes, so shares add to more than 100%.