Customer Support Supervisor UI/UX Design (Web Platform)
- Posted 3 months ago
- Remote
Description
Gig Overview: This scope outlines the UI/UX design for the Customer Support Supervisor's reporting system. The design should help supervisors quickly track and manage support tickets, team performance, and customer satisfaction metrics.
Expertise: UI/UX Designer
Required Skills: UI/UX Design, Product Design
Gig Description/Responsibilities:
● Redesign the Customer Support Supervisor’s dashboard to highlight important metrics and support activity.
● Create wireframes, high-fidelity UI designs, and prototypes for:
○ Agent Performance Reports
○ Ticket Summary, Ticket Status, and Channel Summary Reports
● Design user-friendly interfaces with real-time support activity tracking.
● Ensure accessibility with screen reader compatibility and high-contrast themes for visually impaired users.
● Design Requirements: Compliance with brand guidelines.
○ Primary Colors:
- Black: #262324
- Gray: #4B5054
- Orange: #FD4F00
○ Secondary Colors:
- #98D2E1
-#A1CF81
-#EFDEA4
- #BAD77A
○ Typography: Source Sans Pro
A. Agent Performance Report
● Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
UI Columns Needed:
● Agent ID: Unique identifier for each agent.
● Agent Name: Name of the support agent.
● Total Tickets Handled: Count of all tickets handled by the agent.
● Tickets Resolved: Number of tickets resolved within the given time frame.
● Average Resolution Time: Average time taken to resolve tickets.
● Escalated Tickets: Number of tickets escalated beyond the agent.
B. Ticket Summary Report
● Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
Key Data for UI:
● Total Tickets: Total count of tickets created during the selected period.
● Open Tickets: Number of tickets currently open and awaiting resolution.
● Resolved Tickets: Number of tickets resolved within the period.
● Average Resolution Time: Average time taken to resolve tickets during the period.
● Top Issue Types: Most common issue categories (e.g., Billing, Technical).
C. Ticket Status Report
UI Columns Needed:
● Ticket ID: Unique identifier for each ticket.
● Customer Name: Name of the customer associated with the ticket.
● Issue Type: Type of issue reported by the customer.
● Date Created: Date the ticket was created.
● Assigned Agent: Agent currently assigned to the ticket.
● Status: Current status (e.g., Open, In Progress, Closed).
● Last Updated: Date and time of the last update to the ticket.
D. Channel Summary Report
Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
UI Columns Needed:
● Total Interactions: Count of customer interactions across all channels during the period.
● Interactions by Channel: Breakdown of interactions by communication channel (e.g., Chat, Phone, Email).
● Average Response Time per Channel: Average time taken to respond on each channel.
● Resolved Interactions: Total count of interactions resolved by channel.
E. Contact Center Report
Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
UI Columns Needed:
● Total Calls: Total number of calls handled.
● Total Calls Answered: Number of calls answered by agents.
● Total Missed Calls: Number of calls missed/unanswered.
● Average Handling Time: Average time spent per call.
● Call Abandonment Rate: Percentage of calls abandoned by customers.
● Average Wait Time: Average time customers waited in queue.
UI Design Considerations:
● Summary Widgets: At the top of each report, summary widgets showing snapshots information for each reports.
● Search Bar: A search bar for looking up information.
System Features and Page Requirements:
● Dashboard for key support metrics (e.g., tickets received/resolved, average resolution time).
● Filters for daily, weekly, and monthly reports.
● Export functionalities for performance and ticket data.
Deliverables:
● Web designs for the support dashboard and report pages.
● Prototypes for ticket management and performance tracking flows.
Expectations: As a Techo chosen to participate in this gig, we have some expectations.
● Timely Completion: complete each gig within the given timeframe. If the gig has not been completed within this frame, the project will be re-assigned.
● Communication: Stay in touch with the Community Manager for guidance, support and feedback throughout the project. This can be done through the chat box in the My Gigs section underneath the gig description.
● Work-Ethic Alignment: Make a concerted effort to comply with our standards and follow our brand guidelines.
Skills required
Fixed price gig
- 4 months ago
- Remote
- Intermediate
- 1 Freelancer
Gig Budget
₦40,000.00 - ₦45,000.00
Fixed price gig
- 4 months ago
- Remote
- Intermediate
- 1 Freelancer
Gig Budget
₦40,000.00 - ₦45,000.00
Fixed price gig
- 4 months ago
- Remote
- Intermediate
- 1 Freelancer