Charts

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Total Case

Email is most prefered way of communication with 3,430 cases.
Chats are the second most prefered way of communication with 2,012 cases.
Socials are the least prefered way of communication with just 1,720 cases.

Total Case

59.9%

Of your cases are booked from emails
19.22%

Of your cases are booked from chat
11.92%

Of your cases are booked from calls

Total Case

Total Case Distribution

Social

3,430

Highest number
of cases

430

Lowest number
of cases

Total Case

Sentiment Analysis

Most Positive

Chat

30% of cases

Most Negative

Emails

60% of cases

Least Positive

Social Media

10% of cases

Least Negative

Calls

3% of cases

Sentiment Analysis E1

Sentiment Analysis E2

Sentiment Analysis

Focus Areas

You get most of the positive cases over emails while the calls are the most least negative cases

Silent Areas

Social media regsiters the least positive cases and calls are the least negative cases

Sentiment Analysis

Calls

The sentiment of cases booked via calls was the most negative of all the platforms. This is likely because customers who call in are often experiencing problems or have complaints.

Chats

The sentiment of cases booked via chats was more positive than calls, but still less positive than emails or social media. This is likely because customers who chat in are often able to resolve their issues quickly and easily.

Emails

The sentiment of cases booked via email was the most positive of all the platforms. This is likely because customers who email in often have time to think about their issue and articulate it clearly.

Social Media

The sentiment of cases booked via social media was the second most positive. This is likely because customers who post on social media are often looking for help from their peers or from the company itself

Sentiment Analysis E3

Ovetime Chart

The average number of cases recorded per day over the given period is

200/day

The most cases are booked via

Social Media

The days that have the most cases recorded are

Monday & Friday

The days that have the least cases recorded are

Wednesday & Sunday

Ovetime Chart

Quick Overview

The customers are more active on Social Media on Weekdays

There is a spike in tickets during May 12th and May 13th across all the platforms

On average 200 Tickets are raised on a daily basis across all platforms

Ovetime Chart

The customers are more active on Social Media on Weekdays

There is a spike in tickets during May 12th and May 13th across all the platforms

The Website has the highest number of tickets raised on Weekends

On average 200 Tickets are raised on a daily basis across all platforms

High Volume For Each Medium

Calls

Friday

Recvied 2 calls in total

Chats

Sunday

Customers initiated 3 chat messages in total

Emails

Monday

10 email was sent from the customers

Social Media

Tuesday

5 messages were sent from the customers

Top Three Classification Each Platform

Top catories for tickets under calls

Automobiles

Top catories for tickets under emails

Actress, Sports, Cricket

Emails

Actress, Sports, Automobiles

Social Media

Actress, Sports

The topis Actress & Sports are common in all the platforms

Sentiment Analysis E3

Open Closed

Platform Efficiency

Email showed a total of 200 cases opened and 180 cases closed, indicating a high efficiency in handling queries.
On average only 50 cases are opened and 40 cases are closed through Chat.
Social seems to be the least preferred channel with only 20 cases opened and 10 cases closed.

Sentiment Analysis E3

Closure

90%

Call Closure

20%

Email Closure

40%

Chat Closure

40%

Social Closure

Out of the 3000 cases, 400 emails were closed and its is the major contribution to the closure while 200 calls, 400 social messages and 1000 chats were the reset.

There is a 5% increase in the closure rate compared to last week

Closure

Closure Distribution

Social

3,430

Highest number
open of cases

430

Lowest number
closed of cases

Chat

70%

Higest Closure Rate

Calls

Lowest Closure Rate

Sentiment Analysis E3

Demography

802 cases

Males contributed to 70% of the tickets

198 cases

Females contributed to 30% of the tickets

Sentiment Analysis E3

Demography

Most of the women prefer using emails to raise cases
Chats being the least preferred medium for women to raise cases

Most of the men prefer using emails to raise cases
Chats being the least preferred medium for men

FRTS

Fastest

Chats has the fastest response time of 2 mins

Slowest

Emails are the slowest with response rate of 2 hours

Sentiment Analysis E3

FRTS

1.4 Hours

Is the average first response time across platforms

Social

6 Mins

20 Mins

Chat

2 Mins

Calls

10 Mins

CStats

6:8

Overall Response Ratio

Emails has the highest sent vs received response ratio.

Chats has the lowest sent vs received response ratio.

CStats

600

Most number of CSATs are sent via Emails.

Respons Ratio Being 2:3

100

Least number of CSATs are sent via Chats.

Response Ratio Being 1:1

Total Unique People

Overview

Totally 4,240 people raised tickets in the given date range

On average each person raised 1.2 tickets

Chats recorded the highest unique people count among all platforms

Total Unique People

Unqiue People Across Platforms

3,430

Social

430

Chat

100

Calls

Social has the most number of unique people with a total of 3,430.

Chat has the least number of unique people with a total of 42.

Heatmap

Sunday's 10AM - 12PM has the highest number of tickets raised

On avergae between 10AM - 12PM the number of tickets raised is 200

Sentiment Summary

Emails

20 Positive

5 Neutral

10 Negative

Low Volume, High Positive

Social Media

30 Positive

10 Neutral

15 Negative

Mostly Negative

Chat

25 Positive

8 Neutral

12 Negative

Low Volume, High Positive

Calls

15 Positive

4 Neutral

8 Negative

Low Volume, High Positive

The topis Actress & Sports are common in all the platforms