First Response Time
62%of 13High-priority tickets answered after the 4-hour SLA, 9 pts down. 4 of your 5 fails landed in the last two weeks.
Reply to high-priority tickets inside the 4-hour SLA, even with a holding note. Detected
I ran 2,847 audited interactions overnight. Three things need you: a response-time fix for 8 agents is staged, 6 coaching plans are drafted, and 2 dispute replies are waiting to send. Quality slipped 4 points, all of it in Objectif Lune.
Driven by an 18% spike in billing escalations.
Setup instructions unclear
I did the first step and then nothing tells me what to do next.
Invoice total differs from quote
The renewal invoice has a usage line nobody mentioned.
Login code not received
The code goes to my old email since we changed domain.
High-priority tickets answered after the 4-hour SLA, 9 pts down. 4 of your 5 fails landed in the last two weeks.
Reply to high-priority tickets inside the 4-hour SLA, even with a holding note. Detected
Closing notes name the fix, not the cause, 3 pts down.
Name the cause in each closing note, then the fix. Detected
Tickets left over a weekend without a holding note, unchanged.
Leave a holding note on open tickets before the weekend. Detected
2 KPIs on target — customer name formatting (95%, up 4), grammar and sentence structure (100%).
Wrong status codes from 8 agents in Objectif Lune & Qvidian.
Coach the 8 agents with a status-code reference. Coaching drafted
Persistent gap across 4 agents in InterFax & Second Street.
Send the writing-quality coaching with a clarity checklist. Coaching drafted
3 agents in Qvidian & RightAnswers past the SLA update window.
Launch a 4-hour follow-up nudge for the 3 agents. Nudge staged
Slipping in Objectif Lune & Adestra, 15 pts under goal.
Rebalance 2 agents into the busy shift. Rebalance staged
3 KPIs on target — identity verification, first-contact resolution, script adherence.
5 agents under goal · team −15% · billing wait times the driver Your two products · KCM ↓ 3 · First Response Time the driver
· Ticket · scored 71%, needs attention, 14 pts under
· Ticket · scored 88%, 3 pts over
· Call · scored 93%, 8 pts over
· Ticket · scored 84%, 1 pt under
Across 6 portfolios: CSAT is 4 points under target and the whole gap is Objectif Lune and Qvidian, the same two behind on quality and SLA, on the same billing-escalation cause. I've routed the detractors and briefed both leads. Three decisions are staged for you.
Objectif Lune and Qvidian are the drag, both below 81% quality and under 75% CSAT, the same billing-escalation root cause. I've briefed both leads and staged the fixes.
Overall quality has held near 87% for the whole quarter, 2.7 pts under goal and not moving. Objectif Lune has slid 8 pts since January, which is a sustained decline rather than a blip.
74% positive, but the 132 negative surveys are not spread evenly, Objectif Lune and Qvidian hold 113 of them. I've routed the detractors for callback and briefed both portfolio leads.
Portfolio SLA is 78% against a 90% goal. Two products carry almost all of it, Objectif Lune at 61% and Qvidian at 69%; the other four are at 85% or better. I've staged response-time fixes for both.