High Level Design
Overview
This solution will cover the main business questions we’re expecting to find in B2B Help Desk activity. We’d like to have a help desk dashboard that lets us analyze our backlog of tickets and measure our agent’s efficiency against our benchmarks/goals. Moreover, we’ll be able to advise product development teams on weak areas within our product by analyzing the nature of our customer’s tickets and service desk efforts.Dashboard Example (sample data)
Click on the image to open and interact with the dashboard:
Goals
Improve our customer satisfaction rates.
Objectives
- Improve our response time to customers tickets
- Improve the time it takes to resolve a ticket
KPI Architecture
| Objectives | KPIs | Measures | Data Source |
|---|---|---|---|
| Improve our response time to customer tickets | First Response Time (Hours) | Number of new tickets | Zendesk |
| Tickets Backlog | Zendesk | ||
| Improve the time it takes to resolve a ticket | Time to Resolution (Days) | Tickets split by their nature | Zendesk |
| Tickets split by their Nature | Zendesk |
Data Modeling (Elasticube Design)
