The three altitudes

The two-stream model tells you what Resonant IQ reads. The three altitudes tell you from how far away. One support reply, one account, or every account at once are the same evidence viewed at different distances — and the meaning of what you're looking at changes with the height.

One stack, three heights

Each altitude answers a different question, serves a different moment, and lives in a different part of the product. Same evidence underneath all three.

Altitude 1 · Interaction quality

At the lowest altitude, Resonant IQ grades a single interaction: one ticket, one chat, one call. Was the customer understood? Was the answer right? Did the tone land? This is where the QA queue lives, and where quality is measured before it's ever averaged into anything larger.

Everything higher up is only as trustworthy as this floor. A score you can't tie back to a specific exchange isn't a score — it's an opinion. See Working the Queue and Scores, flags & coaching.

Altitude 2 · Account meaning

Rise one level and the unit of attention becomes a whole customer. Dozens of interactions and every non-dialog event collapse into one timeline, one health read, and one set of open signals. A single frustrated ticket barely moves the needle here; a trend of them does.

This is the altitude a CSM lives at day to day — enough context to prep a call or catch a slide before renewal. See Timeline & account health and Working an account.

Altitude 3 · Company-wide patterns

At the top, individual accounts disappear into themes. The capability everyone keeps asking for, the doc need surfacing across twelve customers, the sentiment drifting company-wide — patterns that are invisible from any single account and only appear when you look across all of them at once.

These themes are deduplicated into cards, each still carrying its evidence, in the Insights hub. It's the altitude a CS Leader or PM plans from.

Zooming is the whole point

The altitudes matter because you never stay at one. A company-wide pattern is a lead until you drop two levels and read the actual conversations behind it. A low QA score is noise until you rise a level and see it's part of an account trending down. Every claim at a higher altitude stays anchored to the exchanges at the ground floor — that's what keeps the product honest: fluent isn't the same as true.

So read the altitude you're standing at for what it's good at, and drop down whenever you need to check the evidence. The height tells you what a number means; the descent tells you whether to believe it.