Zendesk Channel Mix and Response Time Audit
Compare email, chat and phone performance.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Audit channels. Data per channel: volume, first response time, resolution time, satisfaction, cost per contact if known, and peak hours: [CHANNEL_DATA]. Compute for each channel the volume share (4,200 email tickets of 9,000 is 46.7 percent), median first response and resolution times, satisfaction, contacts per customer, and cost per resolved ticket if costs are given, with arithmetic. Compare response times with the website promise and note where it is missed; look at peak hours and whether staffing matches. Compare tickets by type within each channel, since customers prefer chat for quick questions and email for complex ones, and state the limits of comparing channels with different customer types and the sample sizes. Identify overloaded or underused channels. Recommend routing, hours and messaging, and two pilots with measures (for example moving simple questions to help centre search, and a staffing adjustment). Return a table. State sample sizes by channel and say which comparisons are fair. Give the two pilots a start date, an owner and a measure, and say what result would make you stop a pilot early.
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