5. Reporting

Reporting will be done in the following manner for both Slack + FC, unless otherwise mentioned:

Daily

Published everyday on #customersuccess at 9am, by the CS Operations Executive

Average FRT, agent-wise

Number of chats handled, agent-wise

Overall chats - Summary [Total received, Resolved, Raised, Pending]

In FC, average FRT for the day is already shown. Hence, figures are taken from Freshchat matrix. * Slack time is calculated and average is taken. Every statistics is in seconds, hence calculation is -

<x minutes * 60 + x seconds > =0*60+34

Weekly

CS Lead to publish the same every week on Tuesday mornings

Team Analytics

Trend Analysis of Tickets - Last 3 weeks

Escalations Summary - Current & Previous Month

Summary of Coda additions [one-line changelog]

Agent Analytics

Weekly Median/ average FRT & FRT violations

Average Resolution Time [Only FC]

Average CSAT score received % and Average CSAT score [Only FC]

Escalations, agent-wise

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