TriniCo Insights 2.1

New analytics capabilities for forms

With release 1.7, we introduce the Form Analysis dashboard. This provides full insight into how forms are used. Organizations can analyze how many forms are completed, which answers are provided and how trends develop over time.

The dashboards provide insight into:

• Completed forms
• Answer distributions
• Trends and developments
• Analysis by form, question and answer
• Filtering options for forms and answer options

For international organizations, questions and answers are also automatically displayed in the user’s language, making analyses more accessible and easier to interpret.

Work smarter with improved ease of use

In addition to the new analytics capabilities, various improvements have been made to simplify the day-to-day use of TriniCo Insights.

Users can now export detailed tables to Excel, automatically save column settings and benefit from clearer dashboards. It is also easier to see how up to date the displayed data is. In addition, various optimizations result in faster charts and a smoother user experience.

New: Knowledge Base Analysis

With release 1.8, we are further expanding Insights with an entirely new dashboard: Knowledge Base Analysis.

For organizations that take knowledge management seriously, this dashboard provides valuable insights into the use and effectiveness of their knowledge base. It shows:

• Which articles are viewed most frequently
• Which search terms customers use
• Which articles are actually selected
• Which topics and channels are used to search for information
• How knowledge base usage relates to customer interactions

These insights make it easier to identify knowledge gaps, optimize content and improve the customer self-service experience.

From insight to action

A frequently requested improvement in version 1.8 is the ability to click directly from charts to the underlying customer interactions. This enables users to analyze data more quickly, identify connections and immediately view the context behind a data point.

Faster and more stable

Version 1.8 also includes a strong focus on performance. Large knowledge base and search overviews load faster, dashboards become available sooner and refreshes take less time. This ensures that Insights remains fast and easy to use, even with larger datasets.

New in Insights 1.9: advanced analytics with pivot reporting

Version 1.9, currently available in beta, introduces powerful pivot reporting that works similarly to pivot tables in Excel. Users can determine which data is displayed as rows, columns and values, allowing customer interactions, forms and customer data to be analyzed from different perspectives.

Data can be filtered by departments, agents, contact types, statuses, SLA results, customer characteristics and form responses, among other criteria. Data can be grouped by day, week, month, quarter or year and supports calculations such as counts, averages and processing times.

Features such as Top N selections, totals, sorting and export to Excel or CSV create a flexible reporting environment that enables organizations to identify trends more quickly and make better-informed decisions.

We develop Insights together with our customers

TriniCo Insights is also developed based on market developments, organizational needs and the practical experience of our customers. That is why we actively invite customers to share their ideas, requests and suggestions for improvement with us. We carefully assess promising proposals and include them in our roadmap for further development.

The new dashboards, analytics capabilities and pivot reporting are concrete examples of functionality that was developed partly in response to customer requests. Our guiding principle remains unchanged: TriniCo Insights should support organizations’ information and management needs. Organizations should not have to adapt their processes and information needs to the limitations of software. Instead, software should align with the way organizations work.

Greater control over customer interactions and knowledge management

With the latest developments in Insights, TriniCo continues to evolve into a platform that enables organizations not only to handle customer interactions, but also to actively drive improvement. By bringing together data from forms, knowledge bases and customer interactions, organizations gain the insights they need to continuously optimize processes, content and service delivery.