Why Customers Called This Week —
Counted, Mapped, and Flagged.
Coaching Themes tells you what your agents need to work on. Customer Themes tells you why your customers rang: every analyzed customer call sorted into one fixed list of reasons, counted per week, per area and per network — so a network, product or support team can see a problem growing before it becomes the whole queue.
One Fixed List of Themes
Every analyzed customer call is mapped onto the same list — outage, slow speed, Wi-Fi coverage, billing dispute and more — up to 3 per call. "Slow internet" and "speeds are bad" become one row you can count, not two free-text labels.
An Emerging Bucket
Calls that fit no theme get a short label from the AI and are grouped under Emerging for the last two weeks — the one place a fixed list can notice something new.
Counts by Week and by Area
Every theme shows its last-seven-day count, a weekly trend and the change against its usual level. Areas are ranked by this week’s volume, each labelled with where the location came from.
By Network, Fiber vs. Copper
With NISC connected, the same calls are grouped by serving wire center, fiber network (OLT/PON) and cable, each with a fiber/copper split and its top themes.
Line Problems Beside Exchange Spikes
When an area is a Calix exchange, the page and the spike alert show how many line problems AI-answered calls found on that exchange this week — our own record of those calls, labelled as such.
Spike Alerts
A theme — or a theme in one area — spikes at at least 5 calls in the last seven days and at least 2× the average of the previous 4 weeks. Admins and Insights Viewers hear about company-wide spikes; each manager hears about spikes in their own team’s calls.
Verbatim Quotes, Stored Encrypted
A customer quote is kept only if it appears word-for-word in the transcript and contains no long digit strings or email addresses. It is stored encrypted with your company’s key, like the transcript it came from.
Classify Past Calls
Admins and managers can classify the last 7, 30 or 90 days of calls from the page, with a running count and a Stop button. Calls already classified are not sent to the AI again.
The Themes Every Call Is Counted Against
One list, used by the AI that classifies the call, the page that counts it and the job that spots spikes. Anything else lands in Emerging.
Network
- No service / outage
- Slow speed
- Drops & intermittent
- Phone line
Equipment
- Wi-Fi coverage
- Equipment fault
Service & visits
- Install & appointments
- Account & login
Billing & plans
- Billing dispute
- Plans & pricing
- Cancellation
Product
- Product feedback
Where the Area Comes From
- 1. Calix exchange. The serving office the AI voice agent recorded after looking the caller up in Calix — measured, not said.
- 2. NISC service city. The city of the customer’s active NISC service point: where the line actually is, not where the bill is sent.
- 3. Caller-named place. A town or neighbourhood the customer mentioned on the call — useful, and labelled on the page as what somebody said.
The first source available wins, and each area is shown with its source. Exchanges need Calix Cloud and service cities need NISC iVUE; caller-named places need neither.
When a Theme Spikes
A spike is at least 5 calls in the last seven days and at least 2× the average of the previous 4 weeks. Both conditions, so a couple of calls against a quiet baseline never pages anyone. The page and the daily alert use the same calculation, so an alert always matches what the page shows.
Each person chooses instant, daily-digest or weekly-digest delivery in their notification settings, and each spike alerts at most once a week.
Company-wide spikes also go out as a theme.spike webhook — theme, area, this week's count and the usual weekly count, with no phone number, call or quote.
Who Sees What
Every theme, area and network company-wide, with customer quotes and links to the calls behind each count. Company-wide spike alerts.
The same page computed from their own team’s calls only, and spike alerts for their team — a team can spike while the company total does not.
A role for network and product engineers: counts, trends, areas, networks and spikes company-wide, plus spike alerts — but never customer quotes or call links, and no other page in the product.
Who Benefits from Customer Themes
For the Customer
When a fault starts on one exchange or one cable, the people who can fix it see the calls pile up that week — not after a month of repeat contacts.
For the Agent
The calls you take become evidence: the outage you heard about five times this week can show up as a spike for the network team, not just a long day for you.
For the Business
Network & product engineers, support managers and operations directors get one shared, countable answer to "why are customers calling" — by week, area and network — without being handed customer quotes they do not need.
Related
See What Your Customers Are Calling About
Book a demo and we'll walk through the themes, areas and spikes on calls like yours.
Request a DemoAvailable on Insights IQ and above.