Analytics
A community for Analysts to navigate business challenges together
Discussion List
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Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service … -
How are you calculating Time to Resolution (TTR)?Hello! My question is related to Time to Resolution. How are you calculating TTR and are you including weekends (i.e. business days versus calendar days)? Also, do you include time spent in "Wai… -
Utilization - If you calculate utilization - what do you include? What is your equation?If you calculate utilization... Do you calculate the factor differently for Exempt vs Non-Exempt resources? (Does the denominator hours change based on Exempt vs Non-Exempt?) What hours do you inclu… -
CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect. -
iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga… -
How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando… -
Anyone out there calculating Product Pull Through for your Professional Services?Hi, We are working on calculating Product Pull Through that is created by our Professional Services Teams. Anyone else doing this? How are you defining and marking? Are you using all data with averag…
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Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to… -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…
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Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…
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With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb… -
What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or… -
PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services… -
Do you have a learning community in your LMS (Learning Management System)?Do you have a learning community located in your LMS? If yes, how did you build it and what roles and responsabilities did you define? We have a community platform outside of LMS, but I think keeping… -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s… -
Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig… -
Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basis
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What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…
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Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work.
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Upcoming Rapid Research Response PollsWe have a new set of Rapid Research Response polls lined up for the month of June, expect to see one every Tuesday. Topics include very virtual offices, services convergence, and customer migration t… -
Analytics Champions Community Virtual Session Call for Speakers!TSIA's Analytics Champions Community, a community that brings members together to generate and share analytics related content, seeks presenters for our next virtual session! Scheduled for early Sept…