How we work
Assessment process
A clear path from first scope call to findings debrief for support portal analytics assessments and related desk reviews.
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Scope call
We confirm the portal product, number of instances, stakeholder list, and whether you need the flagship assessment or a shorter metric review.
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Access & extract checklist
Your data contact prepares analyst access, the metric dictionary, and a quarter of ticket fields. We share a checklist so nothing stalls kickoff.
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Observation & sessions
We walk requester and agent portal views, review reports, and hold two agent focus sessions timed around shift coverage.
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Draft findings
You receive a draft for factual correction—field names, SLA clocks, and known exceptions—before anything goes to leadership.
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Final report & debrief
The final document ranks issues by severity. A 90-minute debrief assigns owners and clarifies what sits outside the engagement.
What we need from you
- A named data contact who can approve portal logins
- Recent monthly or weekly reporting packs
- Agent availability for two short sessions
- Honest notes on known quirks in category use
After the assessment
Remediation, knowledge writing, and tool reconfiguration stay with your team or separate vendors unless you commission follow-on clinics or monthly briefings. See all assessments or request a brief.