Online Stores · Customer Service

Customer Service Dashboard

Week of Sep 21–25, 2026, with trend back to May 1 · Source: Marcia Miller's CS reporting (forwarded by Crystal, Oct 9)

Updated Oct 11, 9:40 PM ET
Inbound calls (wk 9/25)
497
▼ 22% vs 639 prior week · was 1,100 on May 1
Calls with no conversation
56%
278 of 497: 166 caller disconnected, 71 sent to voicemail, 28 abandoned, 13 dropped
#1 call reason: order status
30%
56 of 186 logged calls were "where's my order." With carrier and tracking calls, 67 (36%)
Wholesale calls
24%
45 of 186 logged calls · #2 reason. Custom + quotes add 40 more (22%)
Email first response
2h 15m
Down from 13d 18h on May 1 · emails received 298 (vs 1,560)
Email resolution time
18h 30m
▲ 51% vs 12h 16m prior week · highest since Aug 14
CSAT
4.36 / 5.0
Email 4.36 (4.73 on May 1) · Chat 5.0 for the 2nd straight week
Top brand by calls
Flags · 30%
149 of 497 calls · OLS General 110 (22%), Safety Gear 59, NLE 53

What this means

Red flagMore than half of callers never reach a person. 278 of 497 calls ended disconnected, in voicemail, abandoned or dropped. "Caller disconnected" alone is 166 calls (33%), the single biggest outcome. Voicemail rose from 58 to 71 week over week.
AvoidableAbout a third of logged calls are order status. 56 status checks, 10 carrier questions and 1 tracking call make 67 of 186 (36%). Proactive shipping and drop-ship updates by email or SMS could take most of these off the phones.
RoutingWholesale, custom and quotes are 46% of logged calls (85 of 186). These are sales conversations landing in CS. The "Whole Sales" IVR line only carried 26 calls, so most wholesale callers come in through brand lines.
WinEmail response is fixed versus spring. First response went from 13d 18h to 2h 15m, and resolution from 16d 23h to 18h 30m. Watch the last week, though: resolution rose 51% and email CSAT has slipped from 4.73 to 4.36.
WinChat is fast and well rated. 196 chats in the latest week, 3m 10s to first response, 7m 30s to resolve, CSAT 5.0.
RefundsFlag refunds spiked to $267,377 in the week of May 4–8, about 7x the weeks on either side ($32,173 and $38,188). No refund data is reported after May 15, so the current rate is unknown.

Why customers call · 186 agent-logged calls

What happened to the 497 calls

Calls by brand line

Volume trend · calls, emails, chats

Gap: no reporting for Jun–Jul, Aug 21 or Sep 4. Aug 28 has no phone data.

Email speed trend (hours, log scale)

CSAT trend

Refunds by store · May (only weeks reported)

Channel snapshot · Sep 21–25 (help desk export)

ChatEmail
Created tickets102 (36.7%)176 (63.3%)
Closed tickets105189
Tickets replied103169
Messages received / sent196 / 193298 / 254
Ticket handle time1m 50s7m 07s
First response time3m 10s12h 55m
Average response time1m 32s2h 15m
Resolution time7m 30s18h 30m
Average CSAT54.36
Note: the weekly report lists email first response as 2h 15m, which matches this export's average response time. The export's true first response time is 12h 55m.

Weekly report · all metrics

Call reasons · full list with agent notes

Product inquiries (6): garden flag USGF-1 (discontinued); ground sleeve for a flagpole bought 4 yrs ago (asked brand to find vendor); wood stove parts; Rutland stage 3 (no longer carried); MSA697383 expiration date; FLGFKIT1000020069 stock check (2 available).
Amazon (2): FBA, advised to call Amazon support. Check payment (1): given 766 E Pittsburgh St, Suite 202, Greensburg, PA 15601.
Categories with no calls this week: cancel order, wrong item, order history, invoice request, marketplace, damaged/missing, website issue, complaint/escalation, order modification, payment issue, backorders, address correction, substitution.

Call outcomes by brand line

Source: "Trey Inbound Calls not handled by IVA – Dispositions by Campaign," Sep 21 8:00 AM – Sep 25 4:30 PM ET, run Oct 6.

Data gaps

• The "CS Call Reasons – Oct 2026" file Crystal shared on Oct 9 lives in her Microsoft OneDrive/SharePoint and could not be opened yet (Microsoft sign-in not connected). It is not in this dashboard.
• Weekly report blanks: open email counts (CS and Sales), chat wait time and duration, phone resolution time after Aug 14, all Aug 28 phone data, and refunds after May 15.
• "Average call time" values in the report (for example "2 days, 1:09:36") look like total talk time rather than a per-call average, so they are shown as reported.
• The 186 logged call reasons cover only calls agents categorized, not all 497 inbound calls.