CS Analyst Test - Executive

1.

CS Analyst Test - Executive
Summary
Prepared for Bolt
Date: August 2025

2.

Key Performance Indicators
• Total cases: 10,000
• Total interactions: 5,009
• Overall escalation rate: 11.83%
• Duplicate rate (order_id): 0.47%
• Closed cases share: 19.69%

3.

Support Cases by Hour (UTC)

4.

Escalation Rate by Vertical

5.

First Response Time Distribution
Threshold (min)
% Within
1
68.4%
2
71.2%
5
73.5%
10
75.2%
15
76.1%
30
77.1%

6.

Recommendations
• 1. Focus on high-escalation verticals
(Vertical_2, Vertical_4) and personas with
>50% escalation.
• 2. Improve bot flows where 'bad' or
'doesnt_solve_issue' occurs.
• 3. Normalize language codes to improve
routing (e.g., en, ru, etc.).
• 4. Implement deduplication by order_id to
reduce ~0.5% noise.
• 5. Reduce 'draft' cases by auto-closing after