MULTIDIMENSIONAL INSIGHTS ON CUSTOMER SERVICE DYNAMICS

1 . A method, comprising:

obtaining a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs comprises a number of cases per queue hour;

using the set of KPIs to display, by a computer system, a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives; and

displaying, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs.

2 . The method of claim 1 , further comprising:

obtaining, through the GUI, one or more targets for the set of KPIs; and

updating the chart based on the one or more targets.

3 . The method of claim 2 , wherein updating the chart based on the one or more targets comprises:

displaying one or more thresholds representing the one or more targets in the chart.

4 . The method of claim 3 , wherein updating the chart based on the one or more targets further comprises:

modifying one or more representations of the two-dimensional performance measurement in the chart based on the one or more thresholds.

5 . The method of claim 4 , wherein modifying the one or more representations of the two-dimensional performance measurement in the chart based on the threshold comprises:

modifying a color of the one or more representations based on a comparison of the two-dimensional performance measurement with the one or more thresholds.

6 . The method of claim 1 , further comprising:

displaying one or more values from the set of KPIs based on a position of a cursor in the GUI.

7 . The method of claim 6 , wherein the one or more values comprises at least one of:

a number of solved cases;

the productivity KPI; and

the additional KPI.

8 . The method of claim 1 , wherein the number of cases per queue hour comprises at least one of:

a number of solved cases;

a number of reopened cases;

a number of handled cases; and

a number of routed cases.

9 . The method of claim 8 , wherein the one or more filters comprise at least one of:

a location;

a manager;

a senior manager;

a hire status;

a queue-facing status; and

a role.

10 . The method of claim 1 , wherein obtaining the set of KPIs for the one or more customer service representatives comprises:

calculating the productivity KPI by dividing a number of cases per unit time for the one or more customer service representatives by a number of queue hours per unit time for the one or more customer service representatives; and

including the productivity KPI in the two-dimensional performance measurement for the one or more customer service representatives.

11 . The method of claim 1 , wherein the additional KPI is at least one of:

a customer satisfaction score (CSAT);

a number of queue hours;

a number of solved cases; and

a reopen rate.

12 . An apparatus, comprising:

one or more processors; and

memory storing instructions that, when executed by the one or more processors, cause the apparatus to:

obtain a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs comprises a number of cases per queue hour;

using the set of KPIs to display a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives; and

display, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs.

13 . The apparatus of claim 12 , wherein the memory further stores instructions that, when executed by the one or more processors, cause the apparatus to:

obtain, through the GUI, one or more targets for the set of KPIs; and

update the chart based on the one or more targets.

14 . The apparatus of claim 13 , wherein updating the chart based on the one or more targets comprises:

displaying one or more thresholds representing the one or more targets in the chart; and

modifying one or more representations of the two-dimensional performance measurement in the chart based on the one or more thresholds.

15 . The apparatus of claim 14 , wherein modifying the one or more representations of the two-dimensional performance measurement in the chart based on the threshold comprises:

modifying a color of the one or more representations based on a comparison of the two-dimensional performance measurement with the one or more thresholds.

16 . The apparatus of claim 12 , wherein the memory further stores instructions that, when executed by the one or more processors, cause the apparatus to:

display one or more values from the set of KPIs based on a position of a cursor in the GUI.

17 . The apparatus of claim 12 , wherein the memory further stores instructions that, when executed by the one or more processors, cause the apparatus to:

obtain one or more filters from a user through the GUI; and

update the chart based on the one or more filters.

18 . A system, comprising:

an analysis module comprising a non-transitory computer-readable medium comprising instructions that, when executed by one or more processors, cause the system to obtain a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs comprises a number of cases per queue hour; and

a management module comprising a non-transitory computer-readable medium comprising instructions that, when executed by the one or more processors, cause the system to:

use the set of KPIs to display a graphical user interface (GUI) comprising a chart of a two-dimensional performance measurement for the one or more customer service representatives; and

display, in the chart, a first axis representing a productivity KPI comprising the number of cases per queue hour and a second axis representing an additional KPI from the set of KPIs.

19 . The system of claim 18 , wherein the non-transitory computer-readable medium of the management module further comprises instructions that, when executed by the one or more processors, cause the system to:

obtain, through the GUI, one or more targets for the set of KPIs; and

update the chart based on the one or more targets.

20 . The system of claim 19 , wherein updating the chart based on the one or more targets comprises:

displaying one or more thresholds representing the one or more targets in the chart; and

modifying one or more representations of the two-dimensional performance measurement in the chart based on the one or more thresholds.