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KPI Metrics

Modified on Mon, 12 Jun 2023 at 03:21 AM

Purpose

In the KPI Metrics section you can create rich, immersive dashboards that track your organization’s KPIs through rich interactive reports identifying areas of opportunity for efficiency and better customer experience.


Summary

Included with KPI Metrics are both standard charts and custom charts you create.  The three sets of detailed metrics are:

  • Service Level Objectives (SLO): provides a breakdown of cases that have met or missed the SLA target and enables a drill-down into the details for First Response, Follow-Up and Case Resolution performance.


  • Efficiency: summarizes how agents/engineers are performing based on different factors such as case conversation, responder, and case owner counts. It enables drill-down reports of Days Spent in Escalated State, Days to Escalation, Escalation Distribution by Day or custom reports.


  • Customer Experience:  Know how your customers are feeling with a view into your team’s CSAT, NPS, and Sentiment Scores and drill down to explore specific Sentiment trends, Attention Score trends and create custom charts including comparative metrics to spot changes between periods of time.


The first view within KPI Metrics is the Overview. The Overview provides a quick summary of the three metrics. Clicking on any of the Overview summaries allows you to:

  1. View the list of cases relevant for that particular chart by clicking on a summary chart directly
  2. Review additional details, such as "Target" in the SLA summary or the "information" icon in the Customer Experience summary
  3. Selecting "View details" at the bottom of any of the Overview charts takes you into the details page, where you can review information in granular detail and create custom charts.


Overview

At the top left of the screen, you can set the date range you wish to review metrics for. Changes are applied immediately to the Overview charts. Also, both your Global Filters and Quick Filters will impact the data viewed in KPI Metrics.  If you wish to review metrics for your organization, make sure to unselect your filters when reviewing results. 


The charts and data shown in the Overview section are governed by the settings configured under Content Center > Settings > Target Case Metrics.  Each chart in Overview has a gear icon in the upper right-corner that enables users to jump to the Settings instantly. 


However, changes to any of these settings should only be done by your system administrator as they will impact metrics for your organization, not just your view.  Use caution before making changes to anything in Settings.


Chart Interactivity

You can take actions on charts directly. The primary options available are:

  1. Review additional details, such as the standard SLA time frames or explanation of Sentiment Score
  2. Open the Case list from that the percentage point (%) of cases reflected in the chart
  3. Event drill into the details of an individual case that rolls up to the overall % for each metric




Detailed Chart Views

Chart interactivity and drill-down

Charts created by you are persistent in the application and only impact your view.  In order to share a chart, you will need to export the data and/or the image of the chart you have created. Selecting the Chart Options (i) menu provides options to modify the chart, change the time interval roll up, and export options, including the ability to configure which  columns to include for the *.csv file.

Within each section of the detailed charts, there are two slightly different behaviors when it comes to viewing the source data:

Bar and Doughnut = clicking on the chart will open the cases directly for the bar or doughnut wedge you select.


Line = provides the roll-up numbers and, normally, the previous periods number faded for comparison.


SLA

The SLA charts are composed of three sections: First Response, Follow-Up and Case Resolution.  Use these charts to find answers to questions like:

  • Are your First Response are trending up or down by ( region | product version | OS ) or any other case data you have configured in your instance of SupportLogic?
  • Is there a trend in Follow-Up time on cases based on ( OS | product line| priority )?
  • Are there correlations between your Follow-up Time and your rate of Escalation?
  • Is case resolution time vastly different by region? or product line?

You can drill-down further when reviewing reports in the following ways:Chart Options including customized export columns

  • Show cases that are "in the Open State", "Closed", "Created"
  • Clicking on a bar or doughnut wedge to review the lists of cases
  • Clicking on the "Chart Options"  icon (the ellipsis icon on the right of each chart) to modify date ranges, and set download options and change the display options for some chart types.






Efficiency

The Efficiency charts are composed of three sections: Escalations, Backlog and Case Activity.  Use these charts to find answers to questions like:

  1. Are the number of escalations increasing quarter over quarter?
  2. Is the number of days cases spend in an escalated state increasing or decreasing?
  3. Has there been a decrease in the number of days to escalation since last period?
  4. How are our agent groups handling their backlog numbers?
  5. Has our case conversion count changed this quarter from last quarter?

You can drill-down further when reviewing reports in the following ways:

  • Show cases that are "in the Open State", "Closed", "Created"
  • Clicking on a bar or doughnut wedge to review the lists of cases
  • Clicking on the "Chart Options"  icon (the ellipsis icon on the right of each chart) to modify date ranges, and set download options and change the display options for some chart types.



Customer Experience

The Customer Experience charts have a wide range of options, depending on what you have configured to track in your instance of SupportLogic.  Use these charts to find answers to questions like:

  • Do certain product lines require a significantly higher amount of attention by our support team?
  • Are we experiencing an increase in negative sentiment in cases month over month, quarter over quarter, etc.?
  • What are some trends being expressed by our customers?
  • Has the overall Sentiment Score gone up or down this period?
  • Has the Attention Score gone up or down this period?

In the Customer Experience Sentiment Signals chart, when you click on any of the bars a case list appears as it does with other charts in SupportLogic. However, with this particular graph, you have the ability to quickly scan through statements from within each case highlighting the sentiment you have selected.




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