feat: Add Streamlit dashboard with Blueprint compliance (v2.1.0)
Dashboard Features: - 8 navigation sections: Overview, Outcomes, Poor CX, FCR, Churn, Agent, Call Explorer, Export - Beyond Brand Identity styling (colors #6D84E3, Outfit font) - RCA Sankey diagram (Driver → Outcome → Churn Risk flow) - Correlation heatmaps (driver co-occurrence, driver-outcome) - Outcome Deep Dive (root causes, correlation, duration analysis) - Export functionality (Excel, HTML, JSON) Blueprint Compliance: - FCR: 4 categories (Primera Llamada/Rellamada × Sin/Con Riesgo de Fuga) - Churn: Binary view (Sin Riesgo de Fuga / En Riesgo de Fuga) - Agent: Talento Para Replicar / Oportunidades de Mejora - Fixed FCR rate calculation (only FIRST_CALL counts as success) Technical: - Streamlit + Plotly for interactive visualizations - Light theme configuration (.streamlit/config.toml) - Fixed Plotly colorbar titlefont deprecation Documentation: - Updated PROJECT_CONTEXT.md, TODO.md, CHANGELOG.md - Added 4 new technical decisions (TD-014 to TD-017) - Created TROUBLESHOOTING.md with 10 common issues Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
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config/rca_taxonomy.yaml
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config/rca_taxonomy.yaml
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# ============================================
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# CXInsights - RCA Taxonomy (Utilities/Energy)
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# ============================================
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# Version: 2.0.0
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# Domain: Utilities / Energy
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# Last Updated: 2026-01-19
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# ============================================
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version: "2.0.0"
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domain: "utilities_energy"
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status: "active"
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# ============================================
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# LOST SALES / LOST OPPORTUNITIES DRIVERS
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# ============================================
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# Oportunidades perdidas en utilities/energía
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# ============================================
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lost_sales:
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# --- Objeciones del Cliente ---
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PRICE_TOO_HIGH:
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category: "objection"
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description: "Cliente considera la tarifa demasiado alta"
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description_en: "Customer considers rate/tariff too high"
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severity_weight: 0.8
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requires_evidence: true
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NO_INTEREST_IN_UPGRADE:
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category: "objection"
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description: "Cliente no interesado en cambio de tarifa o servicios adicionales"
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description_en: "Customer not interested in rate change or additional services"
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severity_weight: 0.6
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requires_evidence: true
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COMPETITOR_PREFERENCE:
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category: "objection"
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description: "Cliente prefiere oferta de otra comercializadora"
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description_en: "Customer prefers another energy provider offer"
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severity_weight: 0.9
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requires_evidence: true
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TIMING_NOT_RIGHT:
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category: "objection"
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description: "No es buen momento (mudanza, cambios en consumo)"
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description_en: "Not the right time (moving, consumption changes)"
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severity_weight: 0.5
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requires_evidence: true
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CONTRACT_PERMANENCE:
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category: "objection"
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description: "Cliente rechaza por permanencia o penalizaciones"
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description_en: "Customer rejects due to permanence or penalties"
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severity_weight: 0.7
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requires_evidence: true
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DISTRUST_OF_OFFERS:
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category: "objection"
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description: "Cliente desconfía de las ofertas telefónicas"
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description_en: "Customer distrusts phone offers"
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severity_weight: 0.6
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requires_evidence: true
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# --- Fallos del Agente ---
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BENEFITS_NOT_EXPLAINED:
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category: "agent_failure"
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description: "Beneficios de la oferta no explicados claramente"
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description_en: "Offer benefits not clearly explained"
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severity_weight: 0.8
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requires_evidence: true
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NO_RETENTION_ATTEMPT:
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category: "agent_failure"
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description: "No se intentó retener al cliente"
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description_en: "No retention attempt made"
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severity_weight: 0.9
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requires_evidence: true
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POOR_RATE_RECOMMENDATION:
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category: "agent_failure"
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description: "Recomendación de tarifa inadecuada al consumo"
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description_en: "Rate recommendation not suited to consumption"
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severity_weight: 0.7
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requires_evidence: true
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NO_SAVINGS_CALCULATION:
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category: "agent_failure"
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description: "No se calculó el ahorro potencial"
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description_en: "No potential savings calculation provided"
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severity_weight: 0.6
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requires_evidence: true
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WRONG_SERVICE_OFFERED:
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category: "agent_failure"
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description: "Servicio ofrecido no aplica al cliente"
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description_en: "Service offered not applicable to customer"
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severity_weight: 0.7
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requires_evidence: true
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# --- Problemas de Proceso ---
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SYSTEM_UNAVAILABLE:
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category: "process"
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description: "Sistema no disponible para procesar cambio"
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description_en: "System unavailable to process change"
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severity_weight: 0.7
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requires_evidence: true
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SERVICE_NOT_AVAILABLE_AREA:
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category: "process"
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description: "Servicio no disponible en la zona del cliente"
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description_en: "Service not available in customer area"
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severity_weight: 0.6
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requires_evidence: true
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DOCUMENTATION_REQUIRED:
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category: "process"
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description: "Requiere documentación que cliente no tiene"
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description_en: "Requires documentation customer doesn't have"
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severity_weight: 0.5
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requires_evidence: true
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# --- Emergente ---
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OTHER_EMERGENT:
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category: "emergent"
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description: "Causa emergente (requiere revisión manual)"
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description_en: "Emergent cause (requires manual review)"
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severity_weight: 0.5
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requires_evidence: true
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requires_proposed_label: true
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# ============================================
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# POOR CUSTOMER EXPERIENCE DRIVERS
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# ============================================
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# Causas de mala experiencia - Utilities/Energía
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# ============================================
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poor_cx:
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# --- Tiempo de Espera ---
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LONG_HOLD:
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category: "wait_time"
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description: "Tiempo de espera prolongado"
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description_en: "Long hold time"
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severity_weight: 0.7
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requires_evidence: true
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observable: true
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LONG_SILENCE:
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category: "wait_time"
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description: "Silencios prolongados durante la llamada"
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description_en: "Long silences during call"
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severity_weight: 0.5
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requires_evidence: true
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observable: true
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# --- Transferencias ---
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MULTI_TRANSFER:
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category: "transfer"
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description: "Múltiples transferencias entre departamentos"
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description_en: "Multiple transfers between departments"
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severity_weight: 0.8
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requires_evidence: true
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observable: true
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WRONG_DEPARTMENT:
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category: "transfer"
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description: "Derivado a departamento incorrecto"
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description_en: "Transferred to wrong department"
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severity_weight: 0.7
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requires_evidence: true
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COLD_TRANSFER:
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category: "transfer"
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description: "Transferencia sin contexto al nuevo agente"
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description_en: "Transfer without context to new agent"
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severity_weight: 0.7
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requires_evidence: true
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# --- Comportamiento del Agente ---
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LOW_EMPATHY:
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category: "agent_behavior"
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description: "Falta de empatía ante problema del cliente"
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description_en: "Lack of empathy for customer problem"
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severity_weight: 0.8
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requires_evidence: true
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RUDE_BEHAVIOR:
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category: "agent_behavior"
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description: "Comportamiento descortés o impaciente"
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description_en: "Rude or impatient behavior"
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severity_weight: 0.9
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requires_evidence: true
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NOT_LISTENING:
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category: "agent_behavior"
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description: "Agente no escucha la situación del cliente"
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description_en: "Agent not listening to customer situation"
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severity_weight: 0.7
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requires_evidence: true
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INTERRUPTIONS:
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category: "agent_behavior"
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description: "Agente interrumpe al cliente"
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description_en: "Agent interrupts customer"
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severity_weight: 0.6
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requires_evidence: true
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observable: true
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# --- Resolución - Utilities Specific ---
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OUTAGE_NOT_EXPLAINED:
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category: "resolution"
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description: "No se explicó causa o duración de la avería"
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description_en: "Outage cause or duration not explained"
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severity_weight: 0.8
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requires_evidence: true
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BILLING_NOT_CLARIFIED:
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category: "resolution"
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description: "Factura no explicada claramente"
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description_en: "Bill not clearly explained"
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severity_weight: 0.7
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requires_evidence: true
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ISSUE_NOT_RESOLVED:
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category: "resolution"
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description: "Problema no resuelto en la llamada"
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description_en: "Issue not resolved during call"
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severity_weight: 0.9
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requires_evidence: true
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PARTIAL_RESOLUTION:
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category: "resolution"
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description: "Resolución parcial del problema"
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description_en: "Partial issue resolution"
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severity_weight: 0.6
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requires_evidence: true
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INCORRECT_INFO:
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category: "resolution"
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description: "Información incorrecta proporcionada"
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description_en: "Incorrect information provided"
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severity_weight: 0.8
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requires_evidence: true
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NO_FOLLOW_UP_OFFERED:
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category: "resolution"
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description: "No se ofreció seguimiento del caso"
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description_en: "No follow-up offered"
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severity_weight: 0.6
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requires_evidence: true
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# --- Proceso Utilities ---
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COMPLEX_PROCESS:
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category: "process"
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description: "Proceso excesivamente complejo para el cliente"
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description_en: "Excessively complex process for customer"
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severity_weight: 0.6
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requires_evidence: true
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SYSTEM_ERROR:
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category: "process"
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description: "Error de sistema impidió gestión"
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description_en: "System error prevented resolution"
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severity_weight: 0.7
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requires_evidence: true
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METER_ACCESS_ISSUE:
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category: "process"
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description: "Problemas de acceso al contador"
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description_en: "Meter access issues"
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severity_weight: 0.5
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requires_evidence: true
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# --- Emergente ---
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OTHER_EMERGENT:
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category: "emergent"
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description: "Causa emergente (requiere revisión manual)"
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description_en: "Emergent cause (requires manual review)"
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severity_weight: 0.5
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requires_evidence: true
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requires_proposed_label: true
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# ============================================
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# EVENT TYPES (Observable)
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# ============================================
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event_types:
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HOLD_START:
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description: "Inicio de espera"
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detectable_by: "silence_detector"
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HOLD_END:
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description: "Fin de espera"
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detectable_by: "silence_detector"
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TRANSFER:
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description: "Transferencia a otro agente/departamento"
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detectable_by: "transcript_pattern"
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ESCALATION:
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description: "Escalación a supervisor"
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detectable_by: "transcript_pattern"
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SILENCE:
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description: "Silencio prolongado (>5 segundos)"
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detectable_by: "silence_detector"
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threshold_seconds: 5
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INTERRUPTION:
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description: "Interrupción (overlap de speakers)"
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detectable_by: "diarization"
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# ============================================
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# CHURN RISK DRIVERS - Utilities/Energy
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# ============================================
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churn_risk:
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# --- Insatisfacción con Precio/Factura ---
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HIGH_BILL_COMPLAINT:
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category: "pricing"
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description: "Cliente queja por factura alta"
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description_en: "Customer complains about high bill"
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severity_weight: 0.8
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requires_evidence: true
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RATE_DISSATISFACTION:
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category: "pricing"
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description: "Cliente insatisfecho con la tarifa actual"
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description_en: "Customer dissatisfied with current rate"
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severity_weight: 0.8
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requires_evidence: true
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UNEXPECTED_CHARGES:
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category: "pricing"
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description: "Cliente sorprendido por cargos inesperados"
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description_en: "Customer surprised by unexpected charges"
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severity_weight: 0.7
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requires_evidence: true
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# --- Problemas de Servicio ---
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REPEATED_OUTAGES:
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category: "service"
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description: "Cliente reporta cortes de luz recurrentes"
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description_en: "Customer reports recurring power outages"
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severity_weight: 0.9
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requires_evidence: true
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SERVICE_QUALITY_ISSUES:
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category: "service"
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description: "Problemas con calidad del suministro"
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description_en: "Issues with supply quality"
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severity_weight: 0.8
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requires_evidence: true
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SLOW_RESPONSE_TO_OUTAGE:
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category: "service"
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description: "Cliente queja por lentitud en resolver averías"
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description_en: "Customer complains about slow outage response"
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severity_weight: 0.8
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requires_evidence: true
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REPEATED_PROBLEMS:
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category: "service"
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description: "Cliente ha tenido problemas recurrentes"
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description_en: "Customer has had recurring problems"
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severity_weight: 0.9
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requires_evidence: true
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# --- Competencia ---
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COMPETITOR_MENTION:
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category: "competition"
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description: "Cliente menciona ofertas de otras comercializadoras"
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description_en: "Customer mentions other energy provider offers"
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severity_weight: 0.9
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requires_evidence: true
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COMPARING_RATES:
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category: "competition"
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description: "Cliente está comparando tarifas del mercado"
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description_en: "Customer is comparing market rates"
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severity_weight: 0.7
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requires_evidence: true
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# --- Señales de Baja ---
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EXPLICIT_CANCELLATION_INTENT:
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category: "cancellation"
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description: "Cliente quiere dar de baja el servicio"
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description_en: "Customer wants to cancel service"
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severity_weight: 1.0
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requires_evidence: true
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CONTRACT_END_INQUIRY:
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category: "cancellation"
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description: "Cliente pregunta sobre fin de contrato o penalizaciones"
|
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description_en: "Customer asks about contract end or penalties"
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severity_weight: 0.8
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requires_evidence: true
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PORTABILITY_REQUEST:
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category: "cancellation"
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description: "Cliente solicita portabilidad a otra comercializadora"
|
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description_en: "Customer requests portability to another provider"
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severity_weight: 1.0
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requires_evidence: true
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# --- Frustración ---
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HIGH_FRUSTRATION:
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category: "sentiment"
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description: "Cliente muestra alta frustración"
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description_en: "Customer shows high frustration"
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severity_weight: 0.7
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requires_evidence: true
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THREAT_TO_LEAVE:
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category: "sentiment"
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description: "Cliente amenaza con cambiar de compañía"
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description_en: "Customer threatens to switch providers"
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severity_weight: 0.9
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requires_evidence: true
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# --- Emergente ---
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OTHER_EMERGENT:
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category: "emergent"
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description: "Señal de churn emergente"
|
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description_en: "Emergent churn signal"
|
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severity_weight: 0.5
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requires_evidence: true
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requires_proposed_label: true
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|
||||
# ============================================
|
||||
# FCR FAILURE DRIVERS - Utilities/Energy
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# ============================================
|
||||
|
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fcr_failure:
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# --- Averías/Incidencias ---
|
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OUTAGE_PENDING:
|
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category: "outage"
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description: "Avería pendiente de resolver"
|
||||
description_en: "Outage pending resolution"
|
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severity_weight: 0.9
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||||
requires_evidence: true
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TECHNICIAN_VISIT_REQUIRED:
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category: "outage"
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description: "Requiere visita de técnico"
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description_en: "Requires technician visit"
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severity_weight: 0.7
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requires_evidence: true
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OUTAGE_CAUSE_UNKNOWN:
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category: "outage"
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description: "Causa de avería no determinada"
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description_en: "Outage cause not determined"
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severity_weight: 0.6
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requires_evidence: true
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||||
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# --- Facturación ---
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BILLING_REVIEW_PENDING:
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category: "billing"
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||||
description: "Revisión de factura pendiente"
|
||||
description_en: "Bill review pending"
|
||||
severity_weight: 0.8
|
||||
requires_evidence: true
|
||||
|
||||
REFUND_PENDING:
|
||||
category: "billing"
|
||||
description: "Reembolso o abono pendiente"
|
||||
description_en: "Refund pending"
|
||||
severity_weight: 0.7
|
||||
requires_evidence: true
|
||||
|
||||
METER_READING_REQUIRED:
|
||||
category: "billing"
|
||||
description: "Requiere lectura de contador"
|
||||
description_en: "Meter reading required"
|
||||
severity_weight: 0.6
|
||||
requires_evidence: true
|
||||
|
||||
# --- Información ---
|
||||
MISSING_INFORMATION:
|
||||
category: "information"
|
||||
description: "Información incompleta proporcionada"
|
||||
description_en: "Incomplete information provided"
|
||||
severity_weight: 0.7
|
||||
requires_evidence: true
|
||||
|
||||
UNCLEAR_NEXT_STEPS:
|
||||
category: "information"
|
||||
description: "Cliente no tiene claros los próximos pasos"
|
||||
description_en: "Customer unclear on next steps"
|
||||
severity_weight: 0.7
|
||||
requires_evidence: true
|
||||
|
||||
INCORRECT_INFORMATION_GIVEN:
|
||||
category: "information"
|
||||
description: "Se proporcionó información incorrecta"
|
||||
description_en: "Incorrect information was given"
|
||||
severity_weight: 0.9
|
||||
requires_evidence: true
|
||||
|
||||
# --- Proceso ---
|
||||
CALLBACK_PROMISED:
|
||||
category: "process"
|
||||
description: "Se prometió callback"
|
||||
description_en: "Callback was promised"
|
||||
severity_weight: 0.6
|
||||
requires_evidence: true
|
||||
|
||||
ESCALATION_REQUIRED:
|
||||
category: "process"
|
||||
description: "Requiere escalación a otro departamento"
|
||||
description_en: "Requires escalation"
|
||||
severity_weight: 0.7
|
||||
requires_evidence: true
|
||||
|
||||
CONTRACT_CHANGE_PENDING:
|
||||
category: "process"
|
||||
description: "Cambio de contrato pendiente de procesar"
|
||||
description_en: "Contract change pending processing"
|
||||
severity_weight: 0.6
|
||||
requires_evidence: true
|
||||
|
||||
SYSTEM_LIMITATION:
|
||||
category: "process"
|
||||
description: "Limitación del sistema impidió resolución"
|
||||
description_en: "System limitation prevented resolution"
|
||||
severity_weight: 0.7
|
||||
requires_evidence: true
|
||||
|
||||
# --- Emergente ---
|
||||
OTHER_EMERGENT:
|
||||
category: "emergent"
|
||||
description: "Factor FCR emergente"
|
||||
description_en: "Emergent FCR factor"
|
||||
severity_weight: 0.5
|
||||
requires_evidence: true
|
||||
requires_proposed_label: true
|
||||
|
||||
# ============================================
|
||||
# AGENT SKILL INDICATORS - Utilities/Energy
|
||||
# ============================================
|
||||
|
||||
agent_skills:
|
||||
positive:
|
||||
EFFECTIVE_PROBLEM_RESOLUTION:
|
||||
description: "Resuelve problema eficientemente"
|
||||
description_en: "Resolves problem efficiently"
|
||||
skill_area: "problem_solving"
|
||||
|
||||
CLEAR_TECHNICAL_EXPLANATION:
|
||||
description: "Explica temas técnicos de forma clara"
|
||||
description_en: "Explains technical topics clearly"
|
||||
skill_area: "technical"
|
||||
|
||||
GOOD_RAPPORT:
|
||||
description: "Construye buena relación con el cliente"
|
||||
description_en: "Builds good rapport with customer"
|
||||
skill_area: "communication"
|
||||
|
||||
BILLING_EXPERTISE:
|
||||
description: "Demuestra conocimiento de facturación"
|
||||
description_en: "Demonstrates billing expertise"
|
||||
skill_area: "technical"
|
||||
|
||||
ACTIVE_LISTENING:
|
||||
description: "Escucha activa al cliente"
|
||||
description_en: "Active listening to customer"
|
||||
skill_area: "communication"
|
||||
|
||||
EMPATHY_SHOWN:
|
||||
description: "Muestra empatía ante problemas"
|
||||
description_en: "Shows empathy for problems"
|
||||
skill_area: "soft_skills"
|
||||
|
||||
CLEAR_COMMUNICATION:
|
||||
description: "Comunicación clara y estructurada"
|
||||
description_en: "Clear and structured communication"
|
||||
skill_area: "communication"
|
||||
|
||||
PROACTIVE_SOLUTIONS:
|
||||
description: "Ofrece soluciones proactivamente"
|
||||
description_en: "Proactively offers solutions"
|
||||
skill_area: "problem_solving"
|
||||
|
||||
OUTAGE_HANDLING:
|
||||
description: "Gestiona averías efectivamente"
|
||||
description_en: "Handles outages effectively"
|
||||
skill_area: "technical"
|
||||
|
||||
RETENTION_SKILLS:
|
||||
description: "Demuestra habilidad de retención"
|
||||
description_en: "Demonstrates retention skills"
|
||||
skill_area: "sales"
|
||||
|
||||
improvement_needed:
|
||||
POOR_PROBLEM_RESOLUTION:
|
||||
description: "No resuelve el problema adecuadamente"
|
||||
description_en: "Doesn't resolve problem adequately"
|
||||
skill_area: "problem_solving"
|
||||
|
||||
CONFUSING_EXPLANATION:
|
||||
description: "Explicaciones confusas o técnicas"
|
||||
description_en: "Confusing or overly technical explanations"
|
||||
skill_area: "technical"
|
||||
|
||||
LACK_OF_RAPPORT:
|
||||
description: "No construye relación con el cliente"
|
||||
description_en: "Doesn't build rapport with customer"
|
||||
skill_area: "communication"
|
||||
|
||||
BILLING_KNOWLEDGE_GAPS:
|
||||
description: "Gaps en conocimiento de facturación"
|
||||
description_en: "Gaps in billing knowledge"
|
||||
skill_area: "technical"
|
||||
|
||||
NOT_LISTENING:
|
||||
description: "No escucha al cliente"
|
||||
description_en: "Doesn't listen to customer"
|
||||
skill_area: "communication"
|
||||
|
||||
LACK_OF_EMPATHY:
|
||||
description: "Falta de empatía ante problemas"
|
||||
description_en: "Lack of empathy for problems"
|
||||
skill_area: "soft_skills"
|
||||
|
||||
CONFUSING_COMMUNICATION:
|
||||
description: "Comunicación confusa o desorganizada"
|
||||
description_en: "Confusing or disorganized communication"
|
||||
skill_area: "communication"
|
||||
|
||||
REACTIVE_ONLY:
|
||||
description: "Solo reactivo, no busca soluciones"
|
||||
description_en: "Only reactive, doesn't seek solutions"
|
||||
skill_area: "problem_solving"
|
||||
|
||||
POOR_OUTAGE_HANDLING:
|
||||
description: "Gestión deficiente de averías"
|
||||
description_en: "Poor outage handling"
|
||||
skill_area: "technical"
|
||||
|
||||
NO_RETENTION_EFFORT:
|
||||
description: "No intenta retener al cliente"
|
||||
description_en: "No retention effort"
|
||||
skill_area: "sales"
|
||||
|
||||
# ============================================
|
||||
# CALL OUTCOMES - Utilities/Energy
|
||||
# ============================================
|
||||
|
||||
call_outcomes:
|
||||
# --- Averías ---
|
||||
- OUTAGE_REPORTED
|
||||
- OUTAGE_RESOLVED
|
||||
- OUTAGE_ESCALATED
|
||||
- TECHNICIAN_SCHEDULED
|
||||
# --- Facturación ---
|
||||
- BILLING_INQUIRY_RESOLVED
|
||||
- BILLING_DISPUTE_OPENED
|
||||
- PAYMENT_ARRANGEMENT_MADE
|
||||
- REFUND_PROCESSED
|
||||
# --- Contratos ---
|
||||
- RATE_CHANGE_COMPLETED
|
||||
- CONTRACT_RENEWED
|
||||
- SERVICE_UPGRADED
|
||||
- SERVICE_DOWNGRADED
|
||||
# --- Retención ---
|
||||
- CANCELLATION_SAVED
|
||||
- CANCELLATION_COMPLETED
|
||||
- PORTABILITY_INITIATED
|
||||
# --- General ---
|
||||
- INQUIRY_RESOLVED
|
||||
- INQUIRY_UNRESOLVED
|
||||
- CALLBACK_SCHEDULED
|
||||
- TRANSFER_OUT
|
||||
- UNKNOWN
|
||||
|
||||
# ============================================
|
||||
# VALIDATION RULES
|
||||
# ============================================
|
||||
|
||||
validation:
|
||||
min_evidence_spans: 1
|
||||
confidence_thresholds:
|
||||
high: 0.8
|
||||
medium: 0.6
|
||||
low: 0.4
|
||||
reject: 0.3
|
||||
reject_low_confidence: true
|
||||
emergent:
|
||||
require_proposed_label: true
|
||||
require_evidence: true
|
||||
exclude_from_main_rca: true
|
||||
Reference in New Issue
Block a user