I used to have to rely on rough estimations to staff my support team. With the dashboard and skills learned from Enki's Data 101 Track, I can now make informed staffing decisions with accurate and up to date data.

Francesco Gisondi
Technical Support Representative

Jane

  • Santa Cruz, CA
  • 100 - 500 employees
  • Software

Francesco Gisondi

Save Time Using Automation to Predict Support Requests

The Problem:

Francesco is on the Jane ops team. He often needs to predict the likely number of cases that his support team would have by the hour.

Before Enki, the method was to make a rough estimation of the expected number of cases based on recent cases, then to staff the support team based on that estimation.

Enki’s Solution:

Using the skills he learned from Enki's Data 101 Track, Francesco built a dashboard showing expected support traffic by day and by hour.

Instead of an estimation for how many support staff will be needed for certain shifts, Francesco can now instantly update the dashboard with new data and use it to make an informed staffing decision.

The Results:

This automation has saved Francesco 4 hours a week that would otherwise be spent gathering and visualizing the data.

It also reduced over and understaffing by adding accurate and up to date data to the decision making process for staffing.

This worked out to approx $4,200 in lost time being saved and other benefits every year.

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