Rundowns

Rundowns are AI-generated summaries that distill what happened in your customer conversations. They highlight trends, notable issues, and opportunities for improvement.

What Are Rundowns?

Instead of reading every conversation, rundowns give you:

• Summary - Key themes and patterns from the period
• Suggested Actions - Actionable recommendations with impact ratings
• Progress Tracking - Track completion of action items
• Quick Actions - Create FAQs, assign to team members, add notes

Accessing Rundowns

1. Navigate to Insights in the sidebar
2. Click Rundowns in the quick links section (or navigate directly to Insights > Rundowns)
3. The latest rundown is expanded by default
4. Click to expand older rundowns

Rundown Frequency

Configure how often rundowns are generated:

Changing Frequency

1. Go to Insights > Rundowns
2. Click the Settings button
3. Select your preferred frequency
4. Choose the generation time and timezone
5. Save settings

Rundown Contents

Executive Summary

A 2-3 sentence overview:

"This week saw 342 conversations with a 78% resolution rate. Shipping questions dominated at 28% of volume. Notable spike in return requests mid-week following your flash sale."

Key Themes

The main topics discussed:

• Shipping and delivery timing
• Return policy questions
• Account login issues
• Product availability

Each theme includes:

• Number of conversations
• Trend (up, down, stable)
• Sample questions

Trend Analysis

How metrics changed:

Volume:

Conversations up 15% vs last period. Likely related to the promotional campaign launched Tuesday.

Resolution:

Resolution rate improved from 74% to 78%. Recent FAQ additions about shipping times are helping.

Escalations:

Escalation for billing issues increased. Consider adding payment troubleshooting content.

Notable Conversations

Highlighted conversations worth attention:

• Complex issues that required many exchanges
• Escalated conversations showing AI limitations
• Edge cases revealing content gaps
• Positive interactions showing what works

Each includes:

• Brief summary
• Why it's notable
• Link to view full conversation

Suggested Actions

Each rundown includes AI-generated action items based on patterns:

• Create FAQ - Questions asked repeatedly without good answers
• Update Document - Content that may be outdated or incomplete
• Review Persona - Areas where AI could improve

For each action, you can:

• Mark as complete - Check off when done
• Add notes - Track context and progress
• Assign to team member - Delegate responsibility
• Create FAQ directly - One-click FAQ creation from suggestions
• Dismiss - Remove irrelevant suggestions

Actions include impact ratings (High, Medium, Low) to help prioritize.

Reading Rundowns Effectively

Scan First, Then Dig

1. Read executive summary
2. Note key themes
3. Check recommendations
4. Deep dive on specific areas

Focus on Actionable Items

Prioritize findings you can act on:

• Content gaps → Create content
• Rising topics → Investigate causes
• High escalations → Improve AI/content

Compare to Previous

Track progress over time:

• Are recommendations being addressed?
• Are metrics improving?
• Are problems recurring?

Rundown History

Viewing Past Rundowns

1. Go to Insights > Rundowns
2. Browse by date
3. Click to view full rundown

Comparing Rundowns

Track changes over time:

• Same themes appearing repeatedly?
• Are issues being resolved?
• New patterns emerging?

Sharing Rundowns

Email Delivery

Receive rundowns by email:

1. Go to Settings > Notifications
2. Enable rundown emails
3. Select recipients
4. Choose format (summary or full)

Team Sharing

Share with your team:

• Forward email summaries
• Generate shareable link (if available)
• Present in team meetings

Acting on Rundowns

Create Tasks

Turn recommendations into action:

1. Review recommendations
2. Create tasks/tickets
3. Assign owners
4. Set deadlines
5. Track completion

Track Impact

After implementing changes:

1. Note what you changed
2. Monitor in future rundowns
3. Measure improvement

Close the Loop

Document outcomes:

• What was done
• What impact it had
• Lessons learned

Customizing Rundowns

Focus Areas

Configure what rundowns emphasize:

• Specific topics
• Certain personas
• Particular customer segments

Notification Rules

Set alerts for:

• Unusual volume spikes
• Resolution rate drops
• New trending topics

Best Practices

Make It Routine

Schedule time to review rundowns:

• Daily: 5 minutes for daily rundown
• Weekly: 15-minute team discussion
• Monthly: Comprehensive review meeting

Share Broadly

Rundowns benefit multiple teams:

• Support: Prepare for common issues
• Product: Learn customer pain points
• Content: Identify documentation gaps
• Leadership: Understand support trends

Act Quickly

Fresh insights are most valuable:

• Address urgent issues immediately
• Schedule action on recommendations
• Don't let insights go stale

Related Pages

• Insights Dashboard - View metrics and charts
• Signals - Configure topic tracking
• Quality Center - Content health monitoring