Customer Care Reporting
A reporting dashboard for customer care
Overview
Create a reporting dashboard for Dell customer care service. Who wants to see all the metrics in Real-time and for a particular date range, so that historical data can be plotted. This project also required reporting for teams and further drill down till agent level.
Aim
The aim of this project was to create a Dashboard that shows the status of teams as well as individual agents.
The Problem
From the customer care service point, it is important to have a dashboard with all details of incoming and resolved queries.
From the admin perspective, having a dashboard that shows the real-time status of teams, as well as individual agent level reporting, was a challenging task.
Requirement gathering
The data was gathered by discussing it with the customer service supervisor, service manager, customer relationship manager, VP of customer care. Project requirements, key points, and overall customer service workflow were discussed for basic understanding.
Understanding of Customer Service Workflow
User Persona
Different types of personas were identified to understand the requirements, user perspectives, and their pain points. The data was gathered from the perspective of the following personas:
1. Customer service Supervisor
2. Customer Service manager/ Corporate services manager
3. Customer care manager/ Customer relationship manager
4. VP customer care/ VP consumer care
The proposed dashboard
The main aim of the team-level dashboard was to address all the number of incoming and outgoing messages and messages per social channel. The idea of average response time for those incoming messages was also included. Each team’s average response time is shown on the top-level widgets. In addition, message volumes and their replies are shown with the help of graphs to get a quick idea of the overall message trend. Sites data is shown in the column with the status of staff, messages, and other details.
The design of a dashboard is easy to understand and comfortable to use. It also gives more flexibility to manage widgets and their placements.
Team Status Dashboard
Selection of E-commerce sites
To meet the requirements, the number of complaints across multiple products is shown with the help of the bar graph widget.
To keep track of all the complaints about multiple products it was necessary to find the high as well as low traffic complaints data during the time of the day.
Agent Dashboard
Agent level dashboard helps supervisors and team managers to view a list of all agents with their teams. It highlights the overall agent summary in real-time by including the number of active, inactive agents, the number of agents in the meetings as well as the number of agents on break. It also shows the progress of each agent, their logged-in status, the number of messages assigned, and their average query handling time.
