As of today, we’ve released half of the datasets (Social Media/Marketing was published this morning)! Each week I see more and more new names, as well as some people who have been with me since the start… so for that, thank you! You never know how these community projects might go, and I’ve been very pleased with the participation, not to mention the quality, of all the submissions.
Dataset #5 was all about the Help Desk. Support tickets exist in every organization in one for or another and providing insights around that data can be crucial in many areas; NPS (Net Promotor Scores), staffing, performance, and training just to name a few.
Let’s dive in and take a look at a few that caught my eye for this round.
First up is the submission from Margot Marchais–Maurice. The think I loved most about this was the use of color to guide the consumer across the graph for each related metric. The only caution here is that with the bar charts lines up, and no axis visible, it looks like the volume of calls and the satisfaction score are all on par with each other. In these cases, it might make sense to synchronize the axis, or a simple rotation from horizontal to vertical may do the trick.
Going in to the analysis tab give us a really clear understanding of the state of the tickets based on severity, type and other dimensions and the ability to adjust the targets and time frames. Great exploratory dashboard for getting down in to the data.
Next submission comes from Mohamed Hassn. Really nice use of iconography here, with the BANs showing the leading KPIs. I really liked the Ticket Status Gap chart, as this highlight that the growing gap is a real problem; might need additional staff, might need training… definitely need something!
Moving to the second dashboard for performance analysis, we get a little deeper in to the details, including a nice table of the individual tickets. Pies and Doughnut charts have a rough time, and I’ll readily admit I will be the first to pile on, but this one passes the test. 3 dimensional values, and a label on the most important value. Anything more that this and it can lead to trouble. One thing to take a away on this screen is a simple question between the Ticket Category and Severity Type. Some will argue that there is no need to change the orientation between the two chart types. In this case, I might have left both bar charts horizontal as I’m reading left to right my eye will naturally follow. By flipping the Severity Type vertical it breaks the flow a bit. Even with that small thing, a fabulous submission.
Last up this session in Will Sutton. Things I love about this dashboard include the really large and clear BANs, the simplified color palette and the hierarchy that is created as I move from the BANs to the lower charts. The other aspect I really like is the use of Viz in Tooltips to show the the trends for the segments I’m interacting with… really nice. Also in the tool tip, Will included some instruction to tell me I can click the element to filter the dashboard. That direction is in addition to the lovely question mark icon in the upper right. Click on that overlays more instruction on how to use the dashboard at a high level, and how to contact the team with addition questions. LOVE IT!
The only cautionary thing I’ll point out here was some reuse of color between the two pie charts. On one it’s Unsatisfactory scores, on the other it’s high severity. If it would have been binary colors, that is RED to show the highlighted items, and grey for the rest, it might have read better. The inclusion of the other colors made me have to look twice to make sure it wasn’t designating the same thing. For those less data literate, this could be a problem.
This color palette does continue on to the detail view showing each individual ticket data. Again, I think moving to a binary palette may serve this better?
Either way, it’s another amazing submission.
Bravo to everyone who who submitted this session and I look forward to the next set of submission on Social Media analytics for the Marketing team!