The weekly pack, in full.
Most providers describe their reporting. This is the actual document, with a sample week in it — the numbers, the commentary, and the actions attached to each finding.
The week at a glance.
Five numbers a manager can read in ten seconds, each against last week and against the agreed target. No vanity metrics.
SLA attainment, by channel.
Averages hide the channel that is failing. The pack splits every service level by channel and shows the misses, not just the percentage.
Where a target is missed, the pack states the cause and the action — it is not left for you to ask about at the monthly review.
| Channel | Target | Attained | Missed |
|---|---|---|---|
| 90% in 4h | 94.1% | 78 of 1,322 | |
| Live chat | 90% in 60s | 91.8% | 61 of 744 |
| Voice | 85% in 30s | 86.9% | 112 of 855 |
| Technical (tier 2) | 90% in 8h | 81.3% | 92 of 491 |
Why customers contacted you.
The most valuable page in the pack, and the one most providers leave out. Volume is a symptom; contact drivers are the cause, and several of them are usually fixable at source.
| Driver | Share | Trend | Fixable at source? |
|---|---|---|---|
| Where is my order | 26% | Flat | Yes — proactive dispatch notification |
| Password / login failure | 18% | Rising | Yes — reset flow drops mobile users |
| Returns eligibility | 14% | Flat | Partly — policy page is ambiguous |
| Billing query | 11% | Falling | No — genuine account questions |
| Product how-to | 9% | Rising | Yes — three articles would cover it |
| Everything else | 22% | — | — |
What this page is for
If 18% of contacts are password resets and the reset flow is broken on mobile, the right answer is not a bigger support team. It is a fix, and then a smaller support team.
Novatek reports the drivers even when the honest conclusion is that you need less of what we sell. A partner who only ever recommends more headcount is not reading your data.
Quality, per agent, with coaching attached.
A score with no action is a number. Every review below produced a specific coaching action and a date to check it.
| Agent | Reviews | Score | Weakest criterion | Coaching action |
|---|---|---|---|---|
| Agent 1 | 8 | 95.0% | — | Peer-review buddy for new cohort |
| Agent 2 | 8 | 93.8% | Completeness | Template review; re-check week 36 |
| Agent 3 | 8 | 90.6% | Process adherence | Refund workflow walkthrough; re-check week 35 |
| Agent 4 (week 3) | 12 | 86.9% | Tone | Tone calibration set; daily review continues to week 36 |
| Agent 5 | 8 | 94.4% | — | Ready for tier-2 assessment |
New starters are sampled more heavily and against a lower threshold for their first four weeks — the pack always shows which agents are still ramping, so a team average is never read out of context.
If a report never contains bad news, it is not a report. It is marketing.
Every Novatek pack states what missed target, why, who owns the fix and when it will be re-checked. The week 34 sample above contains two misses because a real week usually does.
The actions log.
Everything raised in previous weeks, with its current state. Nothing quietly disappears between reviews.
You get the pack every week at an agreed time, plus direct access to the underlying dashboards — so you can check any number in it yourself rather than taking our summary on trust.
| Raised | Action | Owner | State |
|---|---|---|---|
| w31 | Add Saturday cover from w35 | Novatek | Scheduled |
| w32 | Rewrite returns eligibility article | Client | In draft |
| w33 | Fix mobile password reset flow | Client eng. | Open — 18% of contacts |
| w33 | Backfill rule for training absence | Novatek | Done — w34 |
| w34 | Tier-2 roster review | Novatek | Open |
Want this pack for your operation?
Bring us one week of your current numbers and we will show you what the same pack would say about your operation — including the parts you would not enjoy reading.