Getting Customer Care statistics - using the supervisor dashboard (unified inbox version)
- Elwin Vreeke
With the release of the unified inbox, the messages are migrated into the new structure and therefore it has been required to redesign the supervisor dashboard. Because of this, we have also taken the opportunity to redesign the dashboard and start with a new version of providing statistics on using Customer Care.
Please note; access to the new unified supervisor dashboard is based on the same permission as the (legacy) supervisor dashboard.
New with this version of the supervisor dashboard is that it uses the data from BigQuery and it does not use the live data. The benefit is that it doesn’t need to combine data from different sources (as it is already combined), that the performance of generating statistics can be improved and most of all; the usage of the supervisor dashboard has no performance impact on the operational usage of Customer Care.
With this new supervisor dashboard, it is now possible to view this BI data directly from within Maxxton software without the need to go to another application (like for example MicroStrategy).
Usage of the supervisor dashboard
At the top of the page, there is a bar with the filters that you can apply to the page. In the current, first version, of the dashboard it is only possible to filter on a date range. Just select your own date range here and all the statistics on the page will be filtered using these dates.
Then the next line on the page gives you overall statistics (for the selected date range) per conversations (all messages in the unified dashboard), cases and customer phone calls (the call notes added by the employees).
The bar chart provides you with a daily overview of the number of conversations, cases and calls per date. As you can see, each type has its own bar and by the color coding you can easily tell if the work is already done (= messages are answered or cases are closed). Since calls don’t have an actual status, we have decided to stack the incoming and outgoing calls to get a better insight into the call behaviour.
With the hourly switch in the top right corner, it is possible to change the graph into a bar per hour, specifically very useful when selecting a single date and when you would like to know when the most incoming messages are incoming or cases are created. It can also be useful on a longer term to just see what the peak hours are (can be helpful to schedule the right amount of people to be available).
Below the overall statistics, it is time to dive into more details. For now, it includes an overview per employee, so that you can see how the workload has been spread and who did what. This section will be extended with more information in the future.