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 |
|---|
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
LC2 agent vs Drivo
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
Location Detail
| Location | Count | Share | Dup % | Pickup % | Avg ★ | Upsell | Confirmed |
|---|
Categories (multi-label)
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 |
|---|
Complaint Insights
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
Performance Insight
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 |
|---|
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
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
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