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Workspace Data Platform
Categories Power BI Report
Created by Anastasia Goggins
Created on Jan 9, 2024

RELATED IDEAS

Add AM and Implementation to Customer Support report

Link to report: https://app.powerbi.com/groups/d050f15c-2653-461a-9ceb-188f27edd8ae/reports/9efd4e48-30f8-4cab-b16d-44ae495f92e9/ReportSection60f045626961fbdfd1dc?ctid=f9b0df12-ed5c-4d8b-9083-a55ce3409b72&experience=power-bi&bookmarkGuid=Bookmark7303e3187a64250828a7


Can we add AM and Implementation to this dashboard? The difference is that AM/Imp do not use chat, and they use Salesloft instead of GoTo.

Summary of Request/Idea Add AM and Implementation to Customer Support report
Department of Request Account Management
Priority of Request 2 - Lower Priority
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  • Anastasia Goggins
    Reply
    |     Feb 6, 2024

    For AM, we would like to see the following within a specified date range, by AM

    • Minutes spent on the phone (Salesloft)

    • Minutes of call recordings (Salesloft - will be a portion of the number above)

    • Total calls dialed (Salesloft)

    • Total calls logged (Salesloft)

    • Total touches (Salesloft - meetings booked + phone calls dialed + emails sent)

    • "Best time to call" (Salesloft: https://help.salesloft.com/s/article/Best-Time-to-Call-Panel?language=en_US)

    • Number of meetings hosted vs attended (Zoom)

    • Minutes spent in meetings (Zoom)

    • Number of surveys sent (Salesforce Simple Survey)

    • Number of survey replies (Salesforce Simple Survey)

    • Average CSAT (Salesforce Simple Survey)

    • Number of cases received vs closed (Salesforce)

    • Age of cases (Salesforce)

    • Number of opportunities opened vs closed won (Salesforce)

    • Age of opportunities (Salesforce)


    This is not super urgent, as we are able to compile most of this data in Salesforce - but it would be nice for AM leadership to have a one-stop-shop for an overview of AM's workload.