Top Down Modeling for Incoming Cases

[ATMiddleton]

Issue Description

As a Veteran Support Customer Success Manager, I need to tally historical data of incoming cases so I can calculate the percentage of cases that can be reasonably closed by the Support team on a per sprint basis.

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Tasks

• [x] Analyze historical data for case closure per quarter
• [x] Determine individual closed cases performance per quarter
• [x] Calculate average incoming cases per sprint
• [ ] Create target case closure amount per Support team member per sprint

Acceptance Criteria

• [x] Scenario: Analyze historical data for case closure per quarter
  • Given the historical data of incoming cases is available
  • When the data is analyzed for case closure per quarter
  • Then the percentage of cases that can be reasonably closed by the Support team on a per sprint basis should be calculated
  • [x] Scenario: Determine individual closed cases performance per quarter
  • Given the historical data of incoming cases is available
  • When the data is analyzed for individual closed cases performance per quarter
  • Then the average performance of each case should be determined
  • [x] Scenario: Calculate average incoming cases per sprint
  • Given the historical data of incoming cases is available
  • When the data is analyzed to calculate the average incoming cases per sprint
  • Then the average number of cases per sprint should be calculated
  • [ ] Scenario: Create target case closure amount per Support team member per sprint
  • Given the historical data of incoming cases and the average performance of each case
  • When the data is used to create a target case closure amount per Support team member per sprint

  • Then the target case closure amount should be calculated for each team member per sprint

    How to configure this issue

  • [ ] Attached to a Milestone (when will this be completed?)
  • [ ] Attached to an Epic (what body of work is this a part of?)
  • [ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
  • [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
  • [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[Kimberley2023-CSM]

Get with Sarifa early next week to extract data and complete first 3 tasks.

[ATMiddleton]

Kimberley. Sarifa and Anita will collaborate to glean the required data. W/o 6/24/24

[Kimberley2023-CSM]

Meeting was held. Sarifa will create a report in Salesforce and provide Anita and I with the example. Information will only be from Salesforce as of now due to being in discovery phase for AVA data.

[Kimberley2023-CSM]

Next steps are for Anita and Kimberley to calculate the target, which will happen on Friday during our one on one. January to June.

[ATMiddleton]

Veteran Support Salesforce reporting for Q1/Q2 2024 New_VAHotline Tier 2_Q1_Q2.xlsx

[ATMiddleton]

The report requires additional review. Will create additional ticket to address

[ATMiddleton]

We have learned that the Salesforce data is incomplete. Further investigation is required to validate the accuracy of the data.

[ATMiddleton]

Team will meet Wednesday, July 3rd to confirm targets.