New Klaus Dashboard: Measure & Understand Support Quality

Product Updates2 MIN READJan 11, 2020

New Klaus Dashboard: Measure & Understand Support Quality

Have you ever found yourself contemplating on any of the following questions:

  • Are our newest support agents meeting our quality standards?
  • How did the last product launch impact the quality of our customer service?
  • How has our support team performed over time?
  • Which tickets should I discuss with my team members in our next 1:1?

Sounds familiar? You are going to love Klaus’s new dashboard.

If you do regular conversation reviews, you create a useful amount of data that reflects the quality of your customer service. Klaus’s new dashboard helps you make sense of it all.

Intuitive data analysis

We all know that you can't improve what you can't measure. That’s why we made customer service quality measurable with conversation reviews, Internal Quality Score, and Klaus.

However, we soon realized that this alone wasn’t enough. There’s a crucial step between measuring and improving - and that’s understanding your data.

Equipped with a lot of customer feedback, we went back to the drawing board to figure out how to connect the dots and revamp our dashboard. Here’s what we came back with:

  • Easy-to-use filters to quickly find the data that you need;
  • Pre-assembled blocks with the most relevant data by category, reviewer, reviewee;
  • Ticket by ticket breakdown to prepare for your 1:1s;
  • Groundwork to make your reviewer calibration sessions much easier;
  • All wrapped into one dashboard (with a ribbon on it).

By the way, all of your data is still available for download if you prefer to manage it this way... buuuuuut we think you might change your mind after checking out the shiny new dashboard.

Klaus Dashboard

Support quality indicators

Conversation reviews give valuable insight into your support team’s performance. Here’s a list of the main KPIs that you can track on Klaus’s dashboard:

  • Internal Quality Score (IQS): the average of all scores received or given over a specific period;
  • Period-over-period change: the improvement or decline of support quality compared to the previous period;
  • Number of tickets rated and comments received or given;
  • Quality data points in the current period: e.g., daily stats for the weekly quality score.

These metrics will help you understand your current IQS and how it’s changed over time. You can also keep an eye on your review activities to stay in control of what’s happening in your quality program.

Moreover, you can easily zoom into specific agents, reviewers, tickets, and rating categories to really dig into the details behind your support team’s performance.

The new dashboard is, obviously, 100% compatible with the new rating scales - though scores will change if you want to replace the binary scale with three/four/five-point scales. To revisit the exact calculation of scores, here’s a reminder.

Klaus Dashboard

Our sincerest gratitude

We believe that understanding conversation review data should be just as easy as rating a ticket. With the new Klaus dashboard, we are a step closer to this reality.

We owe a debt of gratitude to all of our customers who generously shared their time and ideas on how to create a dashboard that you all would like to use. You are a critical part of our success.

Now, go check out Klaus’s new customer service quality dashboard and feel free to tell us what you think in the comments below.

Written by

Valentina Thörner
Valentina Thörner
Former Happiness Engineer at Automattic

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