What is an ‘Inquiry’?
Inquiry is the second layer of classification of customer demand at OI. Think of this as the specific reason for making contact.
'Inquiry' here refers to the main topic of the interaction, specific to the root cause.
To access the Inquiries overview page:
Go to the OI dashboard (get to the dashboard from any page by clicking the “OI” icon in the top right corner of any page)
Click ‘Inquiries’ at the top of the dashboard
Inquiries overview shows the customer inquiries for your organization ranked by volume in descending (high to low) order from left to right.
Tip: ‘Inquiry’ refers to the main topic of the interaction, specific to the root cause.
Note: If your organization is based in Australia, New Zealand or the UK, this will be spelled 'Enquiry’.
By default this page will show:
Date range filtered to the most recent 3 months that data is available for
All models (if your organization has more than one)
Summarized view
Dig deeper into the Inquiries overview page
Inquiries overview - detailed view
From the overview page you can switch between the summarized and detailed view using the toggle in the side menu on the left of the screen.
The detailed view will provide the following information:
Highlights bar
Top / Bottom inquiries
All inquiries
Inquiries over time
Inquiries by queue
Inquiries by opportunity
Single Inquiry view
To see more detailed information about a single inquiry follow the steps below.
Go to the Inquiries page
From the All Inquiries chart, click on a single inquiry to view more detail
You'll now see the Single Inquiries page which provides a breakdown of the sub-inquiries for the selected inquiry.
Switch to detailed view by clicking this symbol in the menu on the left of the page
You will be shown details for the single inquiry including stats and how the inquiry has tracked in volume over time and by queue
Single Sub-inquiry view
Go deeper on sub-inquiries.
From the Single Inquiry view click on a sub-inquiry
You'll now see the Single sub-inquiry view showing the volume of the sub-inquiry for your selected time period.
Tip:
Use filters to view the data just for a specific date range, model, queue or area of your organization.
Switch to detailed view by clicking this symbol in the menu on the left of the page
You will be shown details for the single sub-inquiry including stats and how the sub-inquiry has tracked in volume over time and by queue
