MULTIDIMENSIONAL INSIGHTS ON CUSTOMER SERVICE DYNAMICS

摘要

The disclosed embodiments provide a system for processing data. During operation, the system obtains a set of key performance indicators (KPI) for one or more customer service representatives, wherein the set of KPIs includes a number of cases (e.g., solved cases, reopened cases, handled cases, and/or routed cases) per queue hour. Next, the system uses 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. The system then displays, 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.