Business question
Complaint information across calls, chats, emails and escalations needed a shared operational view and consistent performance definitions.
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Operational analytics
Customer Complaint Operations
A cross-channel service dashboard for complaint volumes, resolution times, SLA adherence and issue categories.
The brief
From business question to decision-ready view.
The approach
- Standardized cross-channel service metrics.
- Compared resolution performance and SLA adherence over time.
- Surfaced high-volume categories for management attention.
What the sample data shows
Figures below describe the displayed portfolio dataset, not a client outcome.
- The 2023 sample consolidates 92,058 calls, 46,035 chats, 27,445 emails and 18,211 escalations.
- Escalations take seven days on average in the displayed sample, compared with roughly two to three days for other channels.
- Mobile app abuse, fraud alerts and debit-card issues appear repeatedly among the leading categories.
Decisions this supports
- Which channel or category requires service intervention
- Where SLA performance is deteriorating
- Which recurring issues should be prioritized for root-cause work
Interactive report
Explore the dashboard.
Use the report controls to navigate pages, filter the data and inspect individual views.
The interactive report is best viewed in a larger window.
Open interactive report (opens in a new tab)Public portfolio report. The demonstration data is intentionally non-confidential.
Open report in a new tab (opens in a new tab)Dashboard views
See what the analysis is built to show.
Select a view to inspect the analysis and the management question it is designed to support.
03Driver analysisComing later
04Segment detailComing later
05Drill-throughComing later
06Supporting viewComing later
Dashboard view
Service overview
Calls, chats, emails and escalations compared by volume, resolution time and leading complaint categories.
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