Introduction to Explore

The new Explore board brings clarity and organizes your support data. Our enhanced visualization layer lets you see what’s happening in support, so you can take action with confidence.

What is the Explore Board?

Explore is Quack AI’s all-in-one analytics hub for support operations. With this update, we’ve rebuilt Explore to help you:

  • Break down topics, statuses, channels, QA, Quack Resolutions, and intent data into meaningful, actionable groups

  • See clear time trends and compare outcomes

  • Drill into where things are working, and why

Slack Notifications

Stay informed and aligned without leaving your workflow. The Notification Center lets you choose which events to monitor—like ticket updates, tracker captures, regression test results, or bad CSAT submissions—and where to receive them. Connect Slack directly from Settings → Notifications to get real-time alerts in your preferred channels. You can also enable a daily digest at 10 AM (your local time) for a quick summary of chats, tickets, and resolution stats.

💡 Pro tip: Use Slack alerts for “Bad CSAT Submitted” to quickly identify and resolve customer issues before they escalate.

Key Features

1. Dual Views for Deeper Insights

  • Table View: Review your familiar data tables.

  • Chart + Table View: See interactive charts and detailed data in a single place. Toggle between:

    • Pie Chart

    • Bar Graph

    • Stacked Bar

    • Over-Time / Line Chart (by week or day)

2. Flexible Groupings & Filters

  • Group by: Topics, Categories, Statuses, Intents, Agents, Teams

  • Visualize metrics like:

    • Topic sentiment over time

    • Quack’s Resolution rates

    • Ticket volume by agent or team

    • QA score variation by topic

  • Stack and combine filters for granular views (e.g., open tickets + low sentiment + custom channel).

3. Quack Involvement & QA Tracking

  • Instantly see how Quack AI handled conversations

  • Break down performance by QA scoring, resolution status.

4. Explore Without Limits

  • No manual exports - everything updates live

  • Send tickets for training right from Explore if you spot an improvement opportunity

How to Use the Explore Board

Step 1: Open the Explore Board

  • From your Quack AI dashboard: Click Explore in the main navigation.

Step 2: Select Your View

  • Choose between Table or Chart + Table view at the top right of the page.

Step 3: Choose Your Visualization

  • Select between Pie, Bar, Stacked, or Over-Time charts.

  • Set your time range and granularity.

Step 4: Group and Filter Your Data

  • Use the top menu to group the data by Topic, Agent, Resolution Status, among others.

  • Stack filters for precise insights (e.g., filter to “unaccepted escalations” in the “coverage” topic).

Step 5: Investigate and Take Action

  • Click any chart segment to see related tickets.

  • Review conversations and resolution paths.

  • Send individual tickets for training, or export for further review.

Who benefits most from Explore?

The new explore is highly valuable for multiple stakeholders, including:

  • CX and Ops teams: Spot performance trends instantly

  • QA and coaching teams: Monitor scores over time

  • Product teams: Track issue volume and sentiment

  • Leaders: Access clear weekly or quarterly snapshots

Why Use the Explore Board?

  • Faster, deeper insights: Find answers to operational questions in minutes, not hours.

  • Reduce manual work: No more manual spreadsheets or custom data requests.

  • Focus on action: Interactive charts and filters allow you to see the relevant data for you and create action plans.

Explore your support data with confidence - see what matters, when it matters.