What is a ‘Sub-inquiry’?
Sub-inquiry is the third and most detailed layer of classification of customer demand at OI. Think of this as additional details to the specific reason for making contact.
Sub-inquiries are specific to an Inquiry and provide extra detail when it is available in the customer's stated reason for contacting.
Note: As the classifications are based on the customer’s side of a transcript only, not all interactions contain enough detail to determine the sub-inquiry. When this happens the sub-inquiry will appear as the inquiry name followed by “_unknown”.
To access the sub-inquiries overview page:
Go to the OI dashboard (get to the dashboard from any page by clicking the “OI” icon in the top left corner of any page)
Click ‘Sub-inquiries’ at the top of the dashboard
Note: If your organization is based in Australia, New Zealand or the UK, this will be spelled ‘Sub-enquiries’.
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 Sub-inquiries overview page
Sub-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 sub-inquiries
All sub-inquiries
Sub-inquiries over time
Sub-inquiries by queue
Single sub-inquiry view
To see more detailed information about a single sub-inquiry follow the steps below.
Go to the Sub-inquiries page
From the All Sub-inquiries chart, click on a single sub-inquiry to view more detail
You'll now see the Single Sub-inquiry page which provides the volume for the selected sub-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 sub-inquiry including metrics and how the sub-inquiry has tracked in volume over time and by queue
Tip:
Use filters to view the data just for a specific date range, model, queue or area of your organization.
Search for one or more sub-inquiries using OI
If you are looking to understand the volume of demand for a specific subset of sub-inquiries, you can use the Sub-inquiry filter to select one or more sub-inquiries.
From the Sub-inquiries overview page, select the filters from the panel on the left of the screen.
From the filters list, select 'Sub-inquiry' (in addition to any other filters you wish to view the data by). Pick the sub-inquiries of interest from the list, or use the search box to narrow the results.
Click 'Apply filters'.
The Sub-inquiries page will now show you data for the selected sub-inquiries only.
To remove the filter, open the filters in the left hand panel again, click 'Clear filters', then click 'Apply filters'.
