Sankey Diagram
ProFlows at a width worth their value, with the crossings sorted out.
Where 3,200 support tickets went
September, by arrival channel and first handler
Tier 1 handled 1,710 of the 3,200 tickets and resolved 1,440 of them. 280 were abandoned before anyone answered. Up and down move between stages in the same column, right follows the largest flow onward, left follows it back, and Enter pins the highlighted path. Every flow follows as a table.
| Flow | From | To | Value | Share |
|---|---|---|---|---|
| Email to Bot reply | Bot reply | 300 | 9.4% | |
| Email to Tier 1 | Tier 1 | 700 | 21.9% | |
| Email to Tier 2 | Tier 2 | 240 | 7.5% | |
| Live chat to Bot reply | Live chat | Bot reply | 420 | 13.1% |
| Live chat to Tier 1 | Live chat | Tier 1 | 380 | 11.9% |
| Live chat to Tier 2 | Live chat | Tier 2 | 60 | 1.9% |
| Phone to Tier 1 | Phone | Tier 1 | 300 | 9.4% |
| Phone to Tier 2 | Phone | Tier 2 | 110 | 3.4% |
| In-app to Bot reply | In-app | Bot reply | 250 | 7.8% |
| In-app to Tier 1 | In-app | Tier 1 | 330 | 10.3% |
| In-app to Tier 2 | In-app | Tier 2 | 110 | 3.4% |
| Bot reply to Resolved | Bot reply | Resolved | 780 | 24.4% |
| Bot reply to Abandoned | Bot reply | Abandoned | 190 | 5.9% |
| Tier 1 to Resolved | Tier 1 | Resolved | 1440 | 45% |
| Tier 1 to Escalated | Tier 1 | Escalated | 180 | 5.6% |
| Tier 1 to Abandoned | Tier 1 | Abandoned | 90 | 2.8% |
| Tier 2 to Resolved | Tier 2 | Resolved | 430 | 13.4% |
| Tier 2 to Escalated | Tier 2 | Escalated | 90 | 2.8% |
Ordering the columns is the whole job. In the order the data was written the ribbons cross each other 21 times; seven barycentre sweeps get that to 14, and the sweeps are a fixed count on a discrete ordering, so the diagram lands identically on the server and in the browser.
This component installs from the private registry, which opens with Pro. The command and the one-time setup are shown here once your licence key is in this browser.
6 sections, and every other premium component
The preview above is the real Sankey Diagram, running. One purchase opens the sections above on this page and on every other component in the library.