Data
Build a support dashboard
Response, resolution and satisfaction, cut the ways that matter.
Fill it in
Tickets with times and scores.
The average response time is a comfortable lie.
What is behind a bad week.
Your prompt
Build a support dashboard. Percentiles, not averages. A mean first-response time of two hours made of mostly minutes and a tail of two-day waits describes nobody's experience, and the tail is the part that produces the complaint. Separate first response from resolution, and exclude waiting-on-customer time from resolution or the number measures your customers. Report CSAT with the response RATE next to it. A 94% score from 8% of tickets is mostly a measure of who bothers to answer. Show what is behind a bad period: volume spike, a person absent, or one incident producing four hundred tickets.
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Why this works
A mean first-response time of two hours, made of mostly minutes and a tail of two-day waits, describes nobody's experience, and the tail is the complaint. This reports percentiles, excludes waiting-on-customer from resolution, and shows the CSAT response rate.