Date from
Date to
Month
Year
Location
Complaint source
Brand
Category
Duplicate?
Picked up?
Upsell confirmed
Upsell
Executive KPIs
Ticket vs Complaint Volume
Daily — last 30 days
Target Progress
Performance vs key CS targets
Per-Agent Performance (Bohodir, Steve, Veronica)
Avg full resolution time and tickets solved per agent
| Agent | Avg Resolution | Tickets Solved |
|---|
Ticket Attributes
Status, priority, channel, brand
Status
Priority
Channel
Brand
People
Agent, group
Agent
Group
Context
Location, reason, SLA status
Location
Ticket reason
SLA status
1. Executive Overview
2. Ticket Volume Trend
Created vs Solved Tickets
3. SLA Performance
SLA Achievement Rate
SLA Breached
SLA Achieved
Response & Resolution Times
4. CSAT Performance
Overall CSAT
Agent vs Drivo Satisfaction
Upload a SurveyMonkey results-summary CSV (Q1 = agent, Q2 = Drivo overall) to compare satisfaction.
5. Agent Performance
Per-Agent Metrics
Focused CS agents: Bohodir, Steve, Veronica
| Agent | Tickets | Solved | Avg First Reply (h) | Avg First Resolution (h) | Avg Full Resolution (h) |
|---|
Tickets per Agent
Tickets per Group
6. Channel / Source Breakdown
Tickets by Channel
Tickets by Brand
Daily Tickets by Channel
Stacked by channel — daily ticket creation volume
7. Ticket Reason / Category Analysis
Tickets by Reason
Tickets by Location (tags)
Top Ticket Forms
Volume by Zendesk ticket form
8. Backlog & Aging
Open Backlog by Age
Status Mix
9. Ticket Detail
Filterable Ticket List
—
| ID | Subject | Status | Priority | Channel | Location | Reason | Assignee | Created | Solved |
|---|
10. Reason × Location
Reason breakdown by location
Top 10 reasons × locations — see where each issue clusters
11. Chatmeter Reviews
Star Distribution
All Chatmeter-tagged tickets with a rating
Average Rating by Location
Mean stars per location
NPS by Location
5=Promoter · 4=Passive · 1-3=Detractor · NPS = %Promoter - %Detractor
Zendesk Ticket Performance
Created Ticket Trend (Daily)
Solved Ticket Trend (Daily)
Status Mix
Backlog by Age
Channel Breakdown
Top Agents by Volume
Groups
Top Tags / Reasons
Ticket Detail
—
| ID | Subject | Status | Priority | Channel | Assignee | Created | Solved |
|---|
Complaint Executive Overview
Daily Complaint Trend
Monthly Complaint Volume
Locations
Top Complaint Locations
Location Detail
| Location | Count | Share | Dup % | Pickup % | Avg ★ | Upsell | Confirmed |
|---|
Categories (multi-label)
Top Complaint Categories
Category Share
Source Analysis
Complaints by Source
Source Detail
| Source | Total | Avg ★ | Upsell | Confirmed |
|---|
Customer Experience
Star Distribution
Avg Stars Over Time
Agent Performance (Sheet)
Complaint Handling by Agent
Per Agent Out / Agent In / RC360 — counts, pickup rate, avg stars
| Agent | Total | Upsell | Conf. | Conf. Upsell % |
|---|
Upsell Complaint Analysis
Confirmed / Not Confirmed
Top Upsell Locations
Upsell by Source
Upsell Trend
Operational Handling
Duplicate vs Non-Duplicate
Picked Up vs Not Picked Up
Complaint Detail
Filterable Complaint Records
—
| RA | Location | Source | Brand | Overview | Categories | Upsell | Conf? | Dup? | Picked? | ★ | Date | Investigation |
|---|
Cross-Source Intelligence
Ticket vs Complaint Volume
Last 30 days, daily — both sources aligned
CSAT vs Star Rating
Zendesk CSAT % and complaint stars (×20 for comparability)
Zendesk Channels
Complaint Sources
Backlog by Age (Zendesk)
Location Trends
Zendesk tickets vs complaint entries per location
| Location | Zendesk Tickets | Complaints | Total |
|---|
Customer Service Summary
Total Tickets by Channel
By bucket (Email, Chat, Messaging, Chatmeter, Camera, etc.)
Solved Tickets by Channel
Per-Channel Solved by Agent
Email — Solved per Agent
Chat — Solved per Agent
Messaging — Solved per Agent
Chatmeter — Solved per Agent
Agent Response & Resolution Times
Per-Agent SLA Metrics
From Zendesk metric_sets — first reply, first resolution, full resolution (hours)
| Agent | Tickets | Solved | Avg First Reply (h) | Avg First Resolution (h) | Avg Full Resolution (h) |
|---|
Avg First Reply Time (hrs) — by Agent
Avg Full Resolution (hrs) — by Agent
Open vs Solved — Daily
Backlog flow: tickets created vs solved per day
Period Comparison
Compare two time ranges
Pick periods to compare complaint volumes side-by-side
Period A — From
Period A — To
Period B — From
Period B — To
Volume by Location — A vs B
Volume by Category — A vs B
Complaints Heatmap
Day of Week × Month
Complaint intensity by day of week across months — darker = higher volume
Location × Month
Complaint volume per location across months — darker = more complaints
Action Plan Tracker
Active & Planned Actions
Edit owners, dates, status. Click "Before/After" to measure impact.
| ID | Problem Area | Category | Location | Source | Owner | Start | End | Status | Notes | Actions |
|---|
Legal Case Management
Performance Insight
Internal Share %
Internal / (Internal + Public) - bigger blue bar = better
Internal : Public Ratio
Raw ratio (e.g. 3.0 = 3x more internal than public)
Monthly Breakdown
Excludes booking partner complaints (Priceline, Expedia, Booking, Hopper, etc.)
| Month | Internal Surveys | Public Reviews | Internal Share % | Internal : Public |
|---|
Complaint Trends
Monthly Total Complaints per Location
Source: Complaint Trends - rows are locations, columns are months. Darker = more complaints.
Top 8 Complaint Types Timeline
8 most common complaint categories tracked monthly.
Ticket Distribution
Source: Zendesk - Last 30 days
Tickets per Source
How many tickets are created per channel
Tickets per Operation Location
How many tickets are created per location