Contact Response Metrics
By providing improved transparency to sellers regarding their responsiveness to customer contacts, sellers have a better understanding of customer service expectations and customers have improved contact resolution times. Response time transparency and metrics visbility supports seller self-service performance management and encourages meeting or exceeding customer contact response time SLAs.
The metrics are presented in a data chart as percentage and absolute values for response times. Values link to lists of buyer contacts matching the respective data range and ultimately individual messages. Several appraoches were explored. One approach integrates the metrics into the existing seller performance metrics page, with inline lists and email replies. Another approach integrates the metrics within the Buyer-Seller Messages tool. A third (preferred and adpoted) approach is a blend of the two with metrics contained with the other seller performance metrics, communication happens in the Messages tool with a quick dashboard metric (average response time and unresponded count).
Functional Spec
User Flow
Mockups
