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Which accounts raised twelve tickets last quarter and none this one. Which high-value customers have never been proactively contacted. Which team handles forty accounts and has a backlog on eight. From the service desk and the account list, reconciled so service and sales see the same customer.
Average resolution time divides total elapsed resolution hours by resolved cases. Calculate it from a support export, compare issue types and prove the company figure with a weighted check.
Oct 25, 20266 min readFirst response time measures the wait between a support request and the first qualifying reply. Calculate the mean, median, and target attainment from ticket timestamps while keeping unanswered tickets visible.
Oct 25, 20265 min readAn escalation dashboard shows which unresolved service cases need management attention and who owns the response. Work through a case export, aging calculations, ownership checks and a variation that changes one case's age.
Oct 24, 20266 min readCompare service levels, queue pressure, staffing and cost in one call center review. A worked example shows the calculations, the reconciliation and what changes when more callers receive a timely answer.
Oct 22, 20266 min readCustomer satisfaction KPIs need explicit scoring and response denominators. Calculate CSAT, survey response measures, and Net Promoter Score from exported records, then compare teams without distorting the totals.
Oct 22, 20266 min readChat bot analytics compares recorded service outcomes from existing session and support exports. Define resolution, handoff, and repeat-contact measures, calculate category rates, and reconcile the totals before changing a service process.
Oct 19, 20265 min readIVR KPIs show whether callers complete a task, reach a person, or leave before either outcome. Work through an exported menu-path scorecard, reconcile the call outcomes, and compare a change in operating cost.
Oct 18, 20266 min readCSAT analytics compares satisfaction responses by issue, team, and period. Work through a change caused by response mix, reconcile the counts, and decide what the service team should investigate.
Oct 17, 20266 min readCompare call-center dashboard layouts for queue demand, waiting, and resolution. A worked queue export shows the formulas, weighted totals, and reconciliation checks behind the display.
Oct 16, 20266 min readAn SLA states a service commitment, while a KPI measures performance against an objective. Compare response and resolution results from the same ticket rows, with clear rules for targets, clocks and denominators.
Oct 14, 20265 min readCustomer effort analytics compares recorded survey scores across journey stages and service outcomes. Calculate response coverage, score distributions and stage comparisons from an export, with Excel formulas and checks that keep missing responses visible.
Oct 13, 20265 min readUsing data to improve customer experience starts with a specific recurring problem. Follow a survey-and-ticket workflow that defines populations, compares segments, and turns the findings into a measurable service review.
Oct 12, 20266 min readA Power BI NPS dashboard should show response distributions alongside the headline score. Work through customer-group comparisons, response coverage, and the checks that make a trend credible.
Oct 11, 20266 min readA customer experience dashboard puts survey feedback beside service outcomes. Work through matched segment measures, response-rate checks, and a variation that shows exactly what changed.
Oct 10, 20265 min readCompare satisfaction bands with customer contribution using matched survey and finance exports. Rebuild the comparison in Google Sheets, reconcile the totals, and recognize response bias before making a service decision.
Oct 10, 20265 min readCustomer satisfaction survey data analysis starts with valid answers and explicit denominators. Work through a scored survey export by segment, period, and service team, with spreadsheet formulas and missing-answer checks.
Oct 9, 20266 min readIdentify missing, impossible and ambiguous service timestamps before calculating SLA results. Report unknown outcomes and repair evidence with an audit trail.
Oct 6, 20264 min readMap ticket and event CSV exports into reproducible SLA cycles, with source controls, contract joins and a small synthetic reporting example.
Oct 6, 20264 min readCalculate contractual service time from calendars, holidays, time zones and pause intervals, with a worked ticket timeline and reconciliation checks.
Oct 6, 20263 min readSeparate within-priority service changes from changes in ticket mix. Compute raw and fixed-weight comparisons without changing contractual results.
Oct 6, 20263 min readAssign versioned SLA targets to service obligations and distinguish original contractual reports from restated or like-for-like comparisons.
Oct 6, 20264 min readChoose and reconcile SLA ticket populations without hiding unresolved, reopened or excluded work. Compare completion and opening cohorts on synthetic data.
Oct 6, 20263 min readCompare promised service dates, completed work and backlog by team. A worked example separates the due-date cohort from period completions and proves the closing backlog with an opening-to-closing reconciliation.
Oct 4, 20266 min readA CSAT dashboard compares satisfaction scores with the responses behind them. Build a team and monthly view from survey exports, reconcile the counts, and distinguish changing service results from changing response mix.
Oct 2, 20266 min readCustomer complaint analytics compares complaint frequency, resolution time and recorded handling cost. Use existing issue codes, a matching activity denominator and Excel checks to find the customer and product groups that need investigation.
Oct 2, 20265 min readContact center analytics compares demand, handling workload, repeat contacts and cost across channels. Work through exported contact and case summaries, with checks that keep service and resolution measures distinct.
Sep 22, 20266 min readCustomer care analytics compares ticket demand, repeated contacts and outcomes by customer. Follow a coded ticket export into customer and reason tables, with spreadsheet formulas and reconciliations that show where follow-up work collects.
Sep 18, 20265 min readA helpdesk KPI scorecard should reconcile ticket backlog and distinguish response, resolution, and reopen cohorts. Work through an internal employee helpdesk example, then change the opening backlog to see what moves.
Sep 9, 20267 min readAnalyze structured survey responses in Excel with explicit valid-response denominators. Build rating distributions and segment summaries, then reconcile every total to the response rows.
Sep 6, 20265 min readHow service teams should choose analytics software: start from the questions, check the data you hold, ask vendors ten questions, avoid the traps.
Aug 30, 20264 min readContact center KPIs connect access to service, handling effort, and resolution. Calculate a consistent queue comparison from a contact export and check that the totals reconcile.
Aug 20, 20266 min readThe complete repeat contact calculation on ten tickets from three accounts, small enough to check by hand: each ticket's category, opened and closed dates, reopen flag and linked ticket, the repeat rule as reopened or raised in the same category within fourteen days of a closed one, the state per ticket, the repeat rate per account against the team's base, the minimum ticket count that keeps a small account off the list, the category where repeats cluster, and the assertion that tickets equal first-contact resolved plus repeat plus open, so a reader can reproduce every figure and then run it on their own ticket export.
Aug 20, 20263 min readCompare completed jobs, first-time completion, technician hours and job contribution margin. A worked field service review shows the source rows, the checks and the effect of a change in parts cost.
Aug 19, 20266 min readCustomer sentiment summarizes the attitudes customers express in feedback. Learn how to compare supplied labels, reconcile the counts, and interpret changes without confusing association with causation.
Aug 16, 20266 min readThe ten KPIs a B2B customer service or support team should run on, each with its formula, the export it comes from and what it tells you: contact volume per account against its own baseline, first contact resolution per account, repeat contact rate, SLA attainment against the SLA each account signed, effort per account against revenue, silence as a churn signal, deflectable tickets by category, time to resolution by severity, backlog aging, and cause categories that recur. Also the three measures most teams miss, the figures to drop, the identities, and who owns what.
Aug 16, 20264 min readThe complete support effort ratio calculation on five accounts, small enough to check by hand: handling hours from the ticket export, quarterly revenue, effort per thousand dollars of revenue, the norm as the median among accounts of the same tier and product, the ratio to norm, the category split that separates a product fault from onboarding from a commercial mismatch, the account whose effort is near zero and whose tickets fell, and the assertion that effort hours sum to logged handling time, so a reader can reproduce every figure and then run it on their own ticket export.
Aug 12, 20263 min readBuild a helpdesk dashboard from a ticket export with explicit reporting dates and team definitions. Work backlog, first response, and resolution measures, then reconcile the counts before assigning actions.
Aug 9, 20265 min readCall center KPI benchmarks are useful when the queues, clocks, and eligible calls match. Use a worked comparison to separate service changes from changes in the mix of calls.
Aug 8, 20265 min readBuild a customer service dashboard from ticket and account exports. Follow the worksheet formulas, account review layout, and reconciliation checks for backlog, resolution, SLA attainment, and repeat issues.
Aug 5, 20265 min readBuild a call-center investment case from call volume, handling time, labor costs and technology spending. This reusable worksheet layout separates released capacity from cash savings and includes formulas, checks and a downside case.
Jul 31, 20266 min readThe ten questions a head of customer service puts to the team leads and the account managers, which accounts are surging against their own baseline, which have gone silent, which have to call twice, which accounts consume the most effort for their revenue, are we meeting each account's own SLA, what credits are owed, which how-to questions would an article have answered, which categories repeat across accounts, which tickets have no account, and what changed, each with the table from the ticket export, the contract register and the account list, and the answer to send back.
Jul 30, 20262 min readHow a customer service leader measures service level attainment per account against the response and resolution targets in that account's own contract, rather than the team's default, from the ticket export and the contract register: attainment by priority per account, the accounts below their contracted level with a credit clause, the credits owed, the accounts receiving a higher level than they pay for, and the identity that ties ticket outcomes to contracted terms.
Jul 27, 20263 min readHow a customer service or support team rolls tickets up to the account and reads the two signals that predict churn, an account that went quiet and an account whose volume doubled, with proactive coverage of high-value accounts and a reconciliation to the account list and revenue.
Jul 26, 20263 min readLive chat KPIs connect first response, completed resolutions and customer feedback. Calculate a small scorecard from chat exports, keeping missed conversations and unrated sessions visible.
Jul 18, 20266 min readUse a copyable customer service dashboard template with ticket inputs, account ownership, metric formulas, and checks. The worked worksheet shows how backlog, completed SLA attainment, resolution hours, and repeat contacts reconcile.
Jul 9, 20265 min readHow a customer service leader measures repeat contact per account from the ticket export: tickets reopened or re-raised on the same issue within a stated window, the accounts whose repeat rate is well above the base, the categories where repeats cluster, and why an account-level repeat rate is a churn signal the team average cannot show.
Jul 1, 20262 min readHow a customer service leader measures the support effort each account consumes, from ticket handling time and the account list: hours per account per quarter, effort per dollar of revenue against the norm for accounts of the same tier and product, the accounts far above it and the categories driving them, the accounts far below it that may be disengaged, and the two conversations, product and commercial, that the split points to.
Jun 30, 20262 min readA ticketing dashboard compares queue workload and customer waiting times from support exports. This example reconciles opening and closing backlog, works response and resolution measures from ticket rows, and explains the decisions each measure supports.
Jun 30, 20265 min readHow a customer service leader finds the tickets that a help article, a product change or an onboarding step would have prevented, from the ticket export: tickets by category and sub-category, the share that are how-to against fault, the how-to questions that recur across accounts, whether a help article exists for each and whether it was viewed before the ticket, the handling time consumed, and the deflection list ranked by hours a month.
Jun 28, 20262 min readHow a customer service leader turns the ticket export into a weekly list of accounts whose contact volume has jumped against their own history, why the account's own baseline beats a global threshold, the surge score, and the two readings every surge has: a product problem or an account about to leave.
Jun 25, 20262 min readAnalyze customer service cost changes using contact volume, handling effort, labor rates, and other department costs. Rebuild a worked cost bridge from exports, with spreadsheet formulas and separate checks for repeat contacts.
Jun 16, 20266 min readBuild an evidence-based incident-to-account view that separates linked tickets, confirmed affected accounts and unresolved impact evidence.
Feb 26, 20193 min readReconcile support arrivals, completions and open inventory, then estimate a bounded recovery scenario from usable handling capacity.
Apr 7, 20154 min readReconstruct queue residence intervals and handoff evidence without confusing waiting time with active handling or SLA clock pauses.
Nov 8, 20103 min readBuild a dated review list of open SLA obligations using remaining contractual time, ownership and evidence quality.
Jun 7, 20094 min readReview internal team milestones against a customer obligation without treating internal targets as replacements for the customer SLA.
Nov 28, 20063 min readAccount coverage analytics for customer service teams. Which customers you are hearing from, and which have gone quiet.
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