Tickets Created 09/11/2019

Daily New Support Tickets

280 272

249

227
223
98
210
194 100
69
77
# Tickets Created

61
38

140
5 38 32
57

44 3 4

8
7
108
70 80 80
60
76 48
70 32
23
6 22
4
2 2
16 30 10
20 28 1
17 19
7 12 11
0
9/4/19 9/5/19 9/6/19 9/7/19 9/8/19 9/9/19 9/10/19 9/11/19
Date (Ticket Created)

api chat email facebook voice web

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 Value

35.00

0.00
Productivity

Matterport-Adrienne

Matterport-Bob

Stretch Goal (Daily)

MP Daily Agent Productivity Report

Matterport-Christine

Matterport-Fanny

Min Goal (Daily)

Matterport-Genesis

Matterport - Geoff

# Tickets Solved

Matterport - Kurt

Matterport -Leroy
Ticket Assignee

Matterport-Maggie

Matterport-Marcus

Matterport - Niro

Matterport-Sandeep

Matterport-Tiffany

Matterport-Tim

Matterport-Will

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09/11/2019
Historical Backlog 09/11/2019

Support Historical Backlog Past Week

520

190
390

260 226
210 212 246
207

196

303

130

140 141 144

130 127
101

0
9/4/19 9/5/19 9/6/19 9/7/19 9/8/19 9/9/19 9/10/19
Date (Event)

Open Pending

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 One Touch Tickets 09/11/2019

Weekly Volume One Touch Tickets

200

150
# One-Touch Tickets

100

50

0
09/04/2019 09/05/2019 09/06/2019 09/09/2019 09/10/2019
Date (Ticket Created)

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 Weekly Trend 09/11/2019

Tickets Created Past 4 Weeks

1,266
1,223 1,229
1,200
1,163

800
# Tickets Created

400

0
W33 W34 W35 W36
Week (Sun-Sat) (Ticket Created)

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Time to Assign 09/11/2019

Daily Time to First Response During US Business Hours

0.5 hrs

0.3 hrs

0.0 hrs

Monday Tuesday Wednesday

Day of Week (Mon-Sun) (Ticket Assigned)

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% Rise in Tags 09/11/2019

MP Tags with falling usage

Ticket Tag % Δ Last 30 Days % Δ Last 7 Days Last 30 Days Last 7 Days Δ Last 30 Δ Last 7
2.0 ↑ 975% ↓ 93% 43 2 39
administrative__information_request ↓ 11% ↓ 15% 983 221 -125
agent_ooo ↓ 16% ↓ 96% 186 5 -35
configuration__sdk ↓ 2% ↓ 80% 105 6 -2
customer ↓ 19% ↓ 56% 174 24 -41
jira_escalated ↓ 47% ↓ 75% 108 6 -94
training_issue ↓ 12% ↓ 24% 861 168 -113
usa ↓ 39% ↓ 53% 261 28 -166
user_error ↓ 47% ↓ 33% 513 57 -462
workshop__highlight_reel ↑ 55% ↓ 74% 76 11 27

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% Fall in Tags 09/11/2019

MP Tags with falling usage

Ticket Tag % Δ Last 30 Days % Δ Last 7 Days Last 30 Days Last 7 Days Δ Last 30 Δ Last 7
2.0 ↑ 975% ↓ 93% 43 2 39
administrative__information_request ↓ 11% ↓ 15% 983 221 -125
agent_ooo ↓ 16% ↓ 96% 186 5 -35
configuration__sdk ↓ 2% ↓ 80% 105 6 -2
customer ↓ 19% ↓ 56% 174 24 -41
jira_escalated ↓ 47% ↓ 75% 108 6 -94
training_issue ↓ 12% ↓ 24% 861 168 -113
usa ↓ 39% ↓ 53% 261 28 -166
user_error ↓ 47% ↓ 33% 513 57 -462
workshop__highlight_reel ↑ 55% ↓ 74% 76 11 27

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Inbound Calls 09/11/2019

Business Hours Calls Detail

8
1

1
6
Value

3 1
4
5
6 2
1
2 4 4
3
2 2
1 1
0
8 9 10 11 12 13 14 15
Hour of Event

# Accepted Calls # Voicemails # Calls abandoned # Missed Calls

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