The KPI Summary widget helps you track how quickly your teams are closing the cases with customers. With this widget, you can track the number of cases where the KPI was achieved vs. the number of cases where the KPI was missed as well as the average hours taken to Follow up and Close cases.


Summary

  • Filter the information by loyalty (Detractor, Promoter and Passive) to view the metrics for a specific loyalty. Example - See KPI Summary for Detractors!
  • You can setup one widget per loyalty and with loyalty specific KPIs. Example - One widget with Detractor KPI = 48 hours and another widget with Promoter KPI = 72 hours to track both the information. The KPI filters are on the widget specific settings section.
  • Drill down on the absolute numbers to deep dive on your survey responses.





Widget notes:

  • This widget has global data access restriction option
  • This widget is able to filter by drivers



Adding the Widget


Add the widget to your report clicking on New Widget and navigating to Widget Type or searching for Widget Name




Widget Specific Setting:



KPI: Cases followed-up: This setting allows you to configure within how many hours someone has to have followed up on a case since the survey was completed (responded). 


KPI: Cases closed: This setting allows you to configure within how many hours someone has to have closed a case since the survey was completed (responded).


NPS Loyalty: This setting allows you to filter on specific NPS loyalties. Surveys responses without the NPS score are currently not captured by this filter



How is KPI calculated?


KPI Follow-Up is based on status change, from Open to another status. The time is calculated from survey completion to status change.


Example: 

Response from John Doe at 20-05-2020 10:00, case opened automatically based on escalation rules.

Case followed up (status changed to Progress) at 21-05-2020 10:00

Time to follow up: 24h


KPI Closed is based on status Closed. The time is calculated from survey completion to case Closed.


Example: 

Response from John Doe at 20-05-2020 10:00, case opened automatically based on escalation rules.

Case followed up (status changed to Progress) at 21-05-2020 10:00

Case closed at 22-05-2020 10:00:00

Time to close: 48h