Metrics
I am derived from CSAT scores and am a north star metric for OMX
What is sNPS?
I care about all of MSO and also give great shoutouts to R&I. My dogs are also always barking in the background whenever I try to talk on Zoom.
Who is Ori?
What is our main dashboard?
Hero Metrics 2022!
This is the replacement for final_disposition and final_driver_classification. It is manually updated by agents and is a required field (to reduce null entries on describing the ticket).
What is contact reason?
This table shows all the basic ticket details in one place
When I get low, members get frustrated because their time is of the essence!!
What is SLA?
I care about our vendors and if they're performing. When they're not, I want to know why and what our action plan is to make them better! I also have a cool mustache.
Who is Carey Wilson?
Data for BPO and Location uses Zendesk as the source of truth. User profiles in Zendesk will need to be updated by the Systems Admin team if the BPO and Location data is missing.
Our Systems Admin team relies on master rosters from our BPOs to be filled out correctly with all the necessary data in order to update these fields, and our vendor managers will be responsible for making sure these master rosters are updated.
Why am I seeing null values for agent BPOs and Locations in Looker reports and dashboards?
This table shows all the agents that work tickets in Zendesk.
What is analytics.looker.zendesk_agent?
I am critical to ensuring fraudsters don't get their way! I make sure that the money members DIDN'T spend gets back to them while the money they DID spend doesn't!
What is Disputes Agent Decision Accuracy?
If you have a question about Disputes, you come to me. I also always have cool hair.
Who is Cat Paulson?
Pure ticket volume
This is the count of distinct tickets created within Zendesk
WFM Forecasting
We count each queue entered within each distinct ticket created within Zendesk
I.E If a ticket is created and starts off in MS and then is later transferred to Disputes Intake, this will count as two events, one under MS and one under Disputes, for a total volume of 2.
VM Scorecards
This is the count of distinct tickets by last queue and last assigned agent
I.E. If a ticket is created and starts off in MS with TaskUs and then is later transferred to Disputes Intake with Teleperformance, we would have a volume of 1 under Disputes and Teleperformance
A future goal of our team is to add on agent history so that we are able to breakdown how many tickets were handled by each BPO, even if they were not the last one assigned to the ticket.
This would also allow us to look at time spent on ticket at a more granular level as well.
Both WFM and Vendor Management will update to align on getting volume at the most granular level (by queue and each agent assigned to the ticket) once we have the agent history available.
How do we look at ticket volume?
Which table (created by our team) can we derive sNPS from?
What is analytics.looker.survey_response_all?
Does the name match? Was it signed in the back? I check if the paper is legit.
What is MCD Agent Accuracy?
I make sure we have enough agents ready to handle our tickets, whether that's Voice or Written, whether it's General Member Services or Disputes. I also have 14 kids.
Who is Ben Wheeler?
1. This is what Maia’s team measures. Currently, they survey a random sample of DDers to get this score. This is not related to service or member support and is more of a general sentiment score towards the company
2. This is the pure sNPS score without any filters.
3. This is sNPS with the following filters applied
Last BPO is not Ubiquity
p0 Sevs occurred is No
What is the difference between NPS, sNPS, and Net sNPS?
This table shows zendesk group details like Team, Subteam, and Tier along with the group details from Zendesk API.
What is analytics.looker.zendesk_groups? (Need to get the s at the end of groups!!!)
Did the member open multiple tickets in 5 days? Did the member write more than 1 email to us? Was the member transferred? I check all these AND I'm highly correlated with sNPS
What is First Contact Resolution (FCR)?
I started as a fraud investigator and now I make sure our back office teams are FOCUSED AND READY to make sure our rejection rates are on game point. I've also been at Chime for almost 4 years now and am a true veteran.
Who is Laura Hulse?
This includes many agents with @ext.chime.com in their email. R&I and Systems Ops are working together with VM and CLQ to try and have more specific BPOs and Locations attributed to these agents, where possible.
That is all the FTEs with @chime.com emails. In reporting, you may see some high volume from these FTEs which is most likely due to automations created by these individual accounts.
What is Chime Internal and External Location in our BPO reporting?
Which table has the calculation for FCR?
What is analytics.looker.ms_fcr?