Multi-Channel Feedback Operations & Response Efficiency
Coriven Financial Services · CX Operations Command Center · Last updated: 14:23 UTC
$61M ARR
3,734 Total Accounts
Enterprise MTTA
187min
↓ 38% vs. wk 4
Closed-Loop Rate
82%
↑ 3.2pp
Routing Accuracy
91%
↑ 1.8pp
SLA Breach Rate
8.4%
↓ 5.6pp
Backlog Growth
+12/wk
↓ 64 tickets
SLA Breach Rate Over Time by Account Tier
Last 30 days · Target: <8% Enterprise, <12% Mid-Market, <18% SMB
MTTA by Feedback Channel
Mean Time to Acknowledge (minutes) · Last 7 days
Channel Deflection Rate
Self-service resolution % by channel · Last 30 days
Feedback Backlog Growth
Weekly net change · 10 weeks
Resolution Cost Index
By feedback category · Indexed to 100
Feedback Reopen Rate
Prematurely closed tickets · By channel
Acknowledgment Speed vs. Recovery Rate
Detractor acknowledgment time correlated with satisfaction recovery
Feedback Routing Accuracy by Team
% correctly routed on first assignment · Last 30 days
Feedback Operations Master Table
Channel performance metrics · Last 7 days
| Channel |
Volume |
MTTA (min) |
Routing Acc. |
SLA Breach |
Closed-Loop |
Reopen Rate |
Cost Index |
Status |
| In-App Survey |
1,847 |
142 |
94% |
5.2% |
88% |
3.1% |
82 |
Healthy |
| Email (Direct) |
1,203 |
198 |
89% |
9.8% |
79% |
5.6% |
118 |
Monitor |
| Support Ticket |
892 |
87 |
96% |
4.1% |
91% |
2.8% |
94 |
Healthy |
| Chat Widget |
634 |
23 |
91% |
2.3% |
76% |
8.2% |
134 |
Monitor |
| CSAT Post-Call |
521 |
312 |
82% |
18.4% |
68% |
11.3% |
187 |
Critical |
| NPS Survey |
488 |
168 |
93% |
7.1% |
84% |
4.5% |
102 |
Healthy |
| Social Media |
276 |
41 |
88% |
6.5% |
72% |
9.7% |
156 |
Monitor |
| Account Portal |
193 |
221 |
90% |
11.2% |
81% |
6.2% |
109 |
Monitor |
Real-Time Feedback Escalation Feed
Live updates · Auto-refresh every 30 seconds
14:18
Enterprise SLA Breach: Northgate Capital
NPS Detractor (Score: 3) · MTTA exceeded 240min threshold · Assigned to Sarah Chen (CX Lead)
CRITICAL Enterprise
14:12
Routing Failure Detected: FinOps Complaint
Support ticket re-routed 3x · Final assignment: Product Ops · Cost index: 2.4x baseline
WARNING Mid-Market
14:09
Bulk Closure Event Flagged
Agent K. Martinez closed 47 tickets in 8 minutes · QA review triggered
REVIEW
14:03
Chat Widget Deflection Success
Self-service knowledge base article resolved billing inquiry · No agent handoff
SUCCESS
13:57
Detractor Acknowledgment: Velocity Analytics
CSAT Score: 2 · Acknowledged in 18min · Account Manager notified · Recovery protocol initiated
ON-TRACK Enterprise
13:51
Feedback Ticket Reopened
Email feedback prematurely closed · Customer replied within 4hrs · Re-assigned to original agent
REOPEN SMB
13:44
Capacity Alert: Support Queue
Team utilization: 89% · 6 agents available · Recommend capacity shift from Product Ops
ALERT
13:38
High-Value Feedback Routed
Feature request from $2.4M ARR account · Routed to Product team · CX loop auto-scheduled
SUCCESS Enterprise