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.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)
Data Connectors
