DD22 Support Quality & Agents: how it was built
Which channel should we steer customers to, and which agents need coaching? Rebuild this dashboard step by step in the Data Canvas.
DD22 · Support Quality & Agents
Code in this build: 4 widgets written in SQL, and 1 filter, chart or pivot setting written as code.
The question: Which channel should we steer customers to, and which agents need coaching?
Who asks, and when: The head of support, at the monthly review.
The decision: Which channel to steer customers to, and which agents to coach.
What the dashboard shows: Chat leaves people happiest and no faster: CSAT 4.4 on chat against 4.07 on the phone, 3.83 by email and 3.67 on the web form, while a ticket takes 60 to 63 hours to resolve whichever channel it arrives on - chat's median, 62.63 hours, is the longest of the four against the web form's 60.28. So chat buys satisfaction, not speed. Every team clears the 90% SLA target, from 90.5% in Billing to 91.5% in Technical, and the 32 agents sit between 3.86 and 4.13 CSAT, so there is no one to single out for coaching.
Follow the pictures below, in order, and you end up with the same dashboard. Every step is one thing you do in the Data Canvas, on the demo data that installs with DataPallas.