The problem this solves
The monthly support report is an export-and-pivot ritual that takes half a day and is out of date on arrival. Nobody can answer 'what do customers contact us about most' because tickets are categorised inconsistently or not at all. Performance conversations with agents happen without shared numbers, so they turn into opinion exchanges. And when leadership asks whether support is getting better or worse, the honest answer is a shrug with charts.
How we work
Reporting is only as good as ticket hygiene, so we start there: a categorisation scheme agents can apply consistently (small, mutually exclusive, enforced by required properties), backfilled far enough that trends mean something. This unglamorous step is what separates dashboards people trust from dashboards people argue about.
Then we define the metric set per audience: agents see their queue and personal response stats, the support lead sees SLA attainment, aging, workload balance, and driver breakdowns, leadership sees trend lines and context. Each dashboard answers the specific questions its audience actually asks, built natively in HubSpot so the numbers update themselves.
We close with a review cadence recommendation: which report gets looked at weekly, which monthly, and what decision each one is supposed to feed. A report that feeds no decision gets cut.
Deliverables
- KPI definitions per audience: agent, lead, leadership
- Ticket categorisation scheme with required properties
- Dashboards for each audience, built natively in HubSpot
- SLA attainment and ticket aging reports
- Ticket driver analysis: what customers actually contact you about
- Review cadence recommendation tied to real decisions