High Level Design
OverviewThis 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.
Improve our customer satisfaction rates.
- Improve our response time to customers tickets
- Improve the time it takes to resolve a ticket
|Improve our response time to customer tickets||First Response Time (Hours)||Number of new tickets||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)