In the Admin section of TeamSupport you can assign weights to each one of these metrics. Every TeamSupport customer has unique needs and measurements they want to use with their account, and the ability to weight the five metrics above will let you tailor the CDI computations to fit your exact needs.
To configure the CDI in your account, from the left hand navigation, select Admin->My Company->CDI Rating tab.
- CDI Rating: Contains a timestamp for the last time your CDI was processed. Your CDI is indexed once per day, but you can force update using the “Force CDI Update” button.
- Weights: There are five weights, which are listed below, which you can configure.
- Force CDI Update button: This button will allow you to force your CDI to be indexed. The CDI is automatically indexed once per day. A forced index could take up to 30 minutes.
- Chart Green Upper Range: Indicates the upper limit that your CDI gauge will show as Green, or meaning low distress.
- Chart Yellow Upper Range: Indicates the upper limit that your CDI gauge will show as Yellow, or meaning moderate distress. This value must be equal to or greater than the Green Upper Range in order to save.
There are five metrics that the CDI computation looks at:
- Total Tickets Created in Lifetime of Account: The total number of tickets (that are both open and closed) which have been created over the lifetime of a given customer. This measures the total volume of interactions that a customer has had with your support team, and a high number here could indicate a customer who has needed a lot of help and handholding as compared to your other customers.
- Tickets Created in the Last 30 Days: The number of tickets which have been created in the last 30 days. This measures how active a customer has been recently and may be an early indicator of problems with a particular customer.
- Number of Tickets Currently Open: Measures the number of tickets which are open, wthout regards to how long they have been open. This is a measure of the backlog, and a high number here could indicate a customer who is frustrated with a lack of follow up and response from your support team.
- Average Time Open Tickets Have Been Open: This measures how “stale” tickets are by looking at the amount of time they have been open and not addressed. While this is related in many ways to the above metric (total number of tickets currently open), it differs in that it looks at how long they have been open and not the number of tickets. There is a direct correlation between how long a ticket has been open and the frustration level of your customers.
- Average Time Closed Tickets Took to Close: This metric will show if it has taken longer, on average, to address this customer’s tickets and could indicate frustration because of the lack of timeliness in resolving their issues.
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