Conversations by topic
Weeks start Monday. Bars in the selected period are highlighted; the first and last are part weeks.
Chats started and inbound calls by hour of day (Gulf time)
Conversations started on each day of the week
How the team's scheduled time was used, and how often one conversation solved the issue
Share of orders delivered, returned, pending and cancelled · click a market to filter
Monthly delivery rate (of shipped), NDR (of all orders) and returned rate for the selected market; the selected period is shaded
Delivered orders by number of days in transit
Exact Shopify discounts and free-shipping value on these orders, in USD
Live data: Google Sheets "Customer Support Raw Data" and "Orders – Clean Data" (Dashboard_Data tabs), read each time the page opens. Quality and agent KPI scores come from the CS KPI sheet (Q3 2026); discounts and free shipping are the exact Shopify values pulled for Jan – Sep 2026. On-time delivery uses each market's target days (UAE 3, Oman 10, KSA 7, Qatar 7, Kuwait 12; Iraq has no target). Delivery rate = delivered ÷ shipped orders; NDR (net delivery rate) = delivered ÷ all orders, flagged as still maturing while more than 10% of shipped orders are in transit. Lead time = order to shipping; transit = shipping to delivery. USD at each order's own rate.