Customer Service

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CS action  Type  Players
involved 
% players
involved 
Average Individual
Lifetime Value
(LTV) ($) 
Average
Social
Value ($) 
Average
Total
Value ($) 
Lost item In-client ticket 234 532 $0.60 $0.15 $0.75
Tagged Farmer In-client ticket 222 456 $1.20 $1.80 $3
Restore Account In-client ticket 134 789 $1.60 $2.40 $4
Harassment Complaint From In-client ticket 56 234 $2.70 $0.68 $3.375
Harrasment Complaint Against In-client ticket 34 1243 $3.90 $0.98 $4.875
Credit Card Dupe Call Center 56 1345 $4.10 $1.03 $5.125
Account Recovery Call Center 678 1567 $4.30 $1.08 $5.375
Harassment Complaint From Call Center 34 1789 $5.00 $7.50 $12.5
Unstable Player Call Center 12 2578 $6.00 $9.00 $15
Lost Password Call Center 567 3490 $8.00 $12.00 $20
Lost Key Call Center 877 4560 $9.50 $14.25 $23.75
Credential Check Level 2 Call Center 1345 5432 $10.00 $2.50 $12.5
PIN replacement Snail Mail 58 5673 $11.00 $2.75 $13.75
Credit Card Verified Snail Mail 245 7634 $12.00 $3.00 $15

CS Events Over Time

The main dashboard provides you with a high-level overview of activity to measure success and gauge your position period over period, so you know exactly how you're doing. Basic Metrics provides you with the baseline measurements for your title, including details on usage, retention, social activity, and revenue. Funnels allow you to set up a visual representation of any sequence of actions. The typical use is for conversions from acquisition to monetization, but it's a very flexible tool you can use to begin isolating problems and taking action. System Metrics allows you to analyze specific title components to determine what experiences, events, and mechanics are helping or hurting business outcomes like churn, spending, virality, etc., and where improvements can be made. It answers the question "what is and isn't working?" See the past, forecast the future. User Metrics allows you to take advantage of predictive analytics to track, analyze, and forecast user activities so you truly get to know your audience. Social Networks is Katana's super power. Learn not just LTVs, but which users impact other users' bottom line. This influence score changes everything from acquisition to monetization to retention, and the built-in tools let you take action. Enter an Account ID, or a range of IDs, e.g. 1001-1015.