Customer Service Performance Dashboard

Overview

A CX analytics suite tracking response times, CSAT, and agent performance across every support channel.

Business Challenge

Support leadership had no unified view of ticket volume, response SLAs, or agent workload — decisions about staffing and process changes were based on gut feel rather than data.

Solution

Integrated helpdesk and CRM data into a governed model, then built dashboards surfacing SLA compliance, CSAT trends, and agent-level performance with drill-down to individual tickets.

Technology Stack

Dashboard Screenshots

Lessons Learned

Agent-level dashboards needed careful framing as coaching tools, not surveillance — stakeholder communication mattered as much as the data model.