Skip to main content

Operational Playbook: Turning Analytics Into Action - Admin Panel

Purpose: Give you a simple routine to review analytics and improve service every week.


 

Weekly rhythm

 

 

  1. Monday: Check Daily Call Volume for last week. Note spikes.

  2. Tuesday: Review Weekday and Hourly Averages and adjust schedules.

  3. Wednesday: Review Call Bifurcation and update scripts or FAQs.

  4. Thursday: Check Call Closure Time and remove process blockers.

  5. Friday: Review Customer Journey and plan one improvement for transfers or pickup.

 


 

Simple checklist

 

 

  • Do we know our two busiest hours?

  • Do we know the top three call reasons?

  • Are ownership rules clear, with low NA?

  • Are most requests closed within the target time?

 


 

Tips and good practices

 

 

  • Keep changes small and measurable.

  • Share one slide or note with the team each week that shows the metric and the action.

  • Celebrate improvements and keep a log of what worked.

 

Back to top