|
%{requests} |
not translated | ||
|---|---|---|---|
|
%{num} request |
not translated | ||
|
%{num} requests |
not translated | ||
|
%{detractors} |
not translated | ||
|
%{promoters} |
not translated | ||
|
%{visitors} |
not translated | ||
|
%{num} unique visitor |
not translated | ||
|
%{num} unique visitors |
not translated | ||
|
%{num_visits} |
not translated | ||
|
people |
not translated | ||
|
You responded to 0 messages received in the last %{formatted_points}. |
not translated | ||
|
Questions or feedback |
not translated | ||
|
The amount of time a user has to wait for a response when contacting support is grouped into 4 grades: messages that get a response in under an hour get an <strong>"A+"</strong> (100), 1-4 hours gets an <strong>"A"</strong> (95), 4-24 hours gets a <strong>"B"</strong> (85), and over 24 hours gets an <strong>"F"</strong> (55). Messages that have not received a response are not included. |
not translated | ||
|
Here's the wait time breakdown of the %{message_count} graded from %{start_date} to %{end_date}: |
not translated | ||
|
Average grade |
not translated | ||
|
Weekdays |
not translated | ||
|
Overall, your average grade is <b>%{formatted_score}</b>. |
not translated | ||
|
That's <b>%{change}</b> over the previous %{period}. |
not translated | ||
|
Your grade for the previous period was <b>%{formatted_previous_score}</b> |
not translated | ||
|
Average wait time |
not translated | ||
|
On average, <b>users waited %{average}</b> to get a response. |
not translated | ||
|
That's <b>%{change}% %{direction}</b> than the %{average} average from the previous %{formatted_points}. |
not translated | ||
|
The good news is that <b>averages can be very misleading.</b> Most users waited less than %{time} to receive a response. This is great! |
not translated | ||
|
Most users had to wait longer than the %{time} average to receive a response. |
not translated | ||
|
During the previous period, users waited, on average, <b>%{previous_average}</b> to get a response. |
not translated | ||
|
Average wait time |
not translated | ||
|
Weekdays |
not translated | ||
|
Distribution of incoming messages |
not translated | ||
|
You responded to <b>%{count}</b> received in the last %{formatted_points} (roughly %{rate}/%{granularity}). |
not translated | ||
|
That's <b>%{direction} %{change}%</b> over the previous %{formatted_points}. |
not translated | ||
|
In the previous period you responded to <b>%{previous_count}</b>. |
not translated | ||
|
Here are incoming messages distributed by %{granularity}, segmented by how long users waited for a response: |
not translated | ||
|
Weekdays |
not translated | ||
|
It's also helpful to see how many messages users typically send on days and hours of the week, and how long they usually have to wait for a response. |
not translated | ||
|
In the punchcard chart below, <strong>circle size</strong> indicates the number of messages received and <strong>circle color</strong> indicates the how long users waited to receive a response. Areas with a <strong>blue background</strong> indicate <em>coverage</em> (times when agents are regularly responding to tickets). |
not translated | ||
|
Graded messages |
not translated | ||
|
Average grade |
not translated | ||
|
Average wait time |
not translated | ||
|
Hourly averages |
not translated | ||
|
Graded messages |
not translated | ||
|
Average grade |
not translated | ||
|
Average wait time |
not translated | ||
|
<b>Coverage:</b> You have an average of %{agent_count} agents with %{response_count} responses on %{day_and_time}. |
not translated | ||
|
Awaiting first response |
not translated | ||
|
Median open time |
not translated | ||
|
Host |
not translated | ||
|
Source: %{source} |
not translated | ||
|
Include 1 attachment |
not translated | ||
|
Include %{count} attachments |
not translated | ||
|
Project |
not translated |