Rate of Change Analysis
Deskroom now supports rate-of-change analysis. With a single button click, you can analyze day-over-day (DoD), week-over-week (WoW), month-over-month (MoM), quarter-over-quarter (QoQ), and even custom-period rates of change.
Why we made this
Analyzing WoW before a weekly report used to require several steps.
You had to create a spreadsheet, set up a function to calculate WoW first, then download the data from your support solution and enter it in exactly the required format.
Deskroom released this feature to eliminate that manual work.
Use cases
When you want to see the rate of change of metrics by VOC type
- Before each weekly report, when you want to know how much the total number of tickets related to "shipping delays" increased compared to last week
- After a feature rollout, when you want to know how much the share of strong complaints related to "foreign substance found" decreased compared to last month
When you want to see the rate of change of metrics by agent
- After a new training session, when you want to know how much each agent's CSAT score increased compared to last week
- After introducing a chatbot, when you want to know how much each agent's first response time decreased compared to last month
When you want to see the rate of change of metrics by keyword
- After an event launch, when you want to know how much the total number of tickets containing a specific keyword increased compared to yesterday
- After improving the consumer protection agency response process, when you want to know how much the "consumer agency" keyword decreased compared to last month
How to use
Next to the metric summary on the analytics dashboard, click the [View Rate of Change] button. You can instantly view the rate of change for each metric based on the date criteria you selected.
