Aware - Behavior Indicators FAQ

This article provides information on the transition from KPIs to Behavior Indicators, explaining how models now use your organization's data to establish a communication baseline, identify anomalies, and provide actionable insights based on percentile-based Sentiment and Health scales.

What changed with the models?

The recent updates to the models enhance the analysis of communication data through a percentile-based approach. Here are the key changes:

• Sentiment and Health Scale: The [0-100] scale is now based on percentiles, improving the analysis of message distribution.
• Standard Definition: Your organization's standard conversation, referred to as "Standard," is defined within the 25th to 75th percentile range (the median).
• Sentiment Indicator: This indicator shows how a dataset of messages deviates from the Standard. For example, a Sentiment Indicator of 90 means the dataset is in the 90th percentile, indicating that 90% of typical conversations have lower sentiment.
• Outlier Identification: Indicators that fall outside the Standard range, either Above Standard or Below Standard, are considered outliers compared to normal conversations within your organization.

This illustration shows how Standard is determined for your organization by understanding the normal distribution of messages. 

The Indicator is determined by taking a dataset of messages, like the Daily Organization roll-up, and comparing it to the Standard distribution. The Indicator is created from the deviation of the distribution. 

Why do my indicators drop or change significantly?

Understanding the reasons behind fluctuations in your Sentiment and Health Indicators is crucial. Here are the key points:

• Comparison to Historical Baseline: The Indicators compare your communication data to your historical baseline, defined as the 25th to 75th percentile (the Standard).
• New Calibration: If your typical Indicators have historically been in the 90's, the new Standard is now calibrated to the median or the [25-75] range.
• Above Standard vs. Below Standard:
  • If your Indicator is Above Standard, it indicates higher Sentiment or Health compared to you organization's typical communication.
  • If your Indicator is Below Standard, it reflects lower Sentiment or Health than usual for your organization.
• Impact of New Threshold: Previously being Above Standard compared to other organizations may not apply under the new threshold, which now serves as your company's communication baseline.

Why did we do this?

The changes were implemented to enhance communication analysis within organizations. Here are the key reasons:

• unique Communication Styles: Every organization has its distinct communication style, which is essential for accurate assessment.
• Baseline Comparison: Comparing current communication behavior to a baseline allows for a precise evaluation of organizational performance against typical patters.
• Tailored Models: By customizing models to reflect your organization, we can provide more accurate indicators that highlight areas of unusual functioning.
• Relevant Benchmark: This approach enables the establishment of relevant benchmarks based on various factors, including industry, department, frontline staff, and organization size.
• Future Benchmarking Capabilities: Plans are in place to develop benchmarking capabilities across different sectors, enhancing the overall effectiveness of communication analysis.