Great Experts are always looking for ways to improve and watching their scores to ensure that they are providing world-class customer service. Your Dashboard is an excellent tool to assist you.

Each Expert will receive access to their Dashboard once they go live. This link is in your welcome email and inside the platform.

Dashboards are updated once per hour; you can see when your Dashboard was last updated at the bottom of it.

Since there's quite a bit of information on the Dashboard, we've included some extra information below to explain each section.


Rejected

This is the percentage of tickets that you've rejected out of the total number of tickets you've been offered in the past 30 days, excluding tickets escalated correctly. You can also see how much money you've turned away since Experts aren't compensated for rejecting tickets.

What should I aim for?

For Rejected, lower numbers are better. You're certainly welcome to reject tickets, and we consider this healthy behavior. You might be done taking tickets for the day, or it might just be a ticket that you don't feel comfortable taking. However, rejecting too many tickets will cause the platform to route you fewer tickets in the future.

That said, we'd always prefer a Rejection over a Timed-Out ticket since a rejected ticket can immediately be sent to another Expert, but one allowed to time-out has to sit for 5 minutes which leaves the customer waiting.

Anything under 5% is great.

Anything under 15% is okay.

Anything over 20% is poor.

How can I improve?

If you're not interested in accepting more tickets, switch your status to offline. You can still work on the tickets you've already received while offline.

If you're getting overwhelmed and you're afraid you'll have too many tickets in progress, remember that the platform will only allow you to have 3 unanswered tickets at a time. So, after you've accepted 3, you won't be routed more until you answer one of the tickets you've already accepted.

Accept a better mix of tickets. Some Experts try to cherry-pick only the easiest of tickets. The platform can recognize this behavior and will reduce your overall ticket volume if you do not accept a good mix of the tickets that we send. And, to be honest, practically all of the tickets we route are fairly straightforward, anyhow.


Timed-Out

Timed-Out reflects the percentage of tickets that we routed to you but later had to route to another Expert:

  • Because you didn't accept or reject a chat/email ticket before it was routed to another Expert.

  • Because you didn't reply to a chat/email once you accepted it.

  • Because you didn't respond to or escalate a chat/email ticket after a customer replied to one of your previous responses.

What should I aim for?

For Timed-Out, lower numbers are better. Everyone misses a ticket every now and then, but making a habit of ignoring tickets will result in the platform sending you fewer tickets in the future.

In fact, we'd prefer that you Reject at ticket as opposed to letting it time out since that reduces the amount of time that a customer is waiting.

Anything under 5% is great.

Anything under 10% is okay.

Anything over 15% is poor.

How can I improve?

If you're not interested in accepting more tickets, switch to offline. You can still work on the tickets you've already received while offline.

If you're getting overwhelmed and you're afraid you'll have too many tickets in progress, remember that the platform will only allow you to have 3 unanswered tickets at a time. So, after you've accepted 3, you won't be routed more until you answer one of the tickets you've already accepted.

If you don't plan on taking the ticket, Reject it. The platform provides you more leeway with Rejected tickets.

Ensure you have your Browser Notifications enabled so that you don't miss out on tickets that we send your way.


Email FRT

First response time (FRT) measures how long it takes an Expert, on average, to respond to a ticket once they've received it.

What should I aim for?

Because we strive to provide fast and accurate service, it is important that this number remains low, but not too low. According to the 2017 American Express Customer Service Barometer, 40% of customers want their needs taken care of quickly.

Anything between 5 & 15 minutes is good.

Anything under 5 minutes over 15 minutes is okay.

Anything under 2 minutes is poor.

If an Expert has an average email FRT faster than 5 minutes, it indicates that they are likely cherry-picking tickets OR that they are not spending enough time to understand the customer's questions and provide an accurate answer. An Email FRT faster than 5 minutes can also feel artificial. It immediately puts the customer on edge because they don't feel that someone could've possibly read, understood, and typed a response so quickly.

Similarly, customers have clearly said that an FRT of greater than 15 minutes feels too slow and will result in negative customer reviews. A slow FRT can also indicate that an Expert may be taking tickets and then holding onto them for quite a while before they respond. For new Experts, it is completely reasonable to start out above 15 minutes, but as they understand the platform better, their pace usually quickens.

It is important to note that this measure is an average across tickets. There will certainly be tickets that only take 2 minutes and there will occasionally be more complex tickets that take 15+ minutes. 


Chat FRT

Similar to email, this is a measure of how quickly you send your first response to a customer who has reached out via chat. More details on this measure can be found here.


Customer Reviews

Customer reviews come directly from the customers you help. But, as you know, sometimes there was nothing you could have done to satisfy the customer, the customer may give a negative customer review despite the Expert providing excellent service. In these cases, we filter out these reviews to calculate your Controllable score, which only includes customer reviews that you really could impact.

It’s important to note that the best Experts manage to win the customer over despite being dealt an unlucky hand of a negative, uncontrollable ticket.

The Dashboard also includes a Leaderboard to showcase the average customer review scores of our best Experts, many of whom regularly average 4.8+. Try to beat them!

You can read more about Customer Reviews here.


Customer Feedback

In order to submit a review, a customer must select why they gave the rating. This section shows the top reasons the customers you helped say you earned their review.


What Customers Have to Say

These are free-form comments left on your customer reviews by the customers you helped.

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