Tbilisi · customer support analytics

Ticket piles tell a story. We draw it so the floor can act.

Handlerroutehub Analytics sits on Abashidze Street and works with contact-centre leads who already know their queues hurt. We sit with ticket exports, wrap-up codes, and the roster, then hang charts a supervisor can point at during a handover.

Request a queue review

Customer support adviser wearing a headset at a desk — A phone queue does not explain itself. The chart on the wall has to.

Support leads talking through papers in an office

On the floor

We start with the records the floor already keeps.

A typical morning here is not a pitch. It is a stack of ticket extracts, a week of interval-level arrival counts, and a shift board that never quite matches the 9:15 rush.

We look at first-response waits, abandonment on the phone, reopen rates after chat, and the wrap-up codes agents actually tick when the clock is running. The point is a picture the supervisor can defend in the next directors’ meeting — not a score nobody on the floor believes.

Flagship work

The Support Queue Review

This is the piece most Tbilisi teams commission first. Over two to three weeks we sample a named queue, redraw wait curves against the roster, and mark the hours where contacts pile up faster than seats.

You receive printed boards, a short written brief, and a morning in the room with the people who run the floor. We do not take over the queue. We leave you with charts you can keep using after we leave.

Open the queue review

Team gathered around a table with notes during a working session

Related commissions

Other sheets we draw

Adviser on a headset taking a customer call

Ten to twelve working days

Channel Mix Study

A reading of how phone, email, and chat share the same morning — which channel eats the seats, and which one is only noisy.

Quiet office interior with desks waiting for a shift

One to two weeks

Shift Pattern Review

The roster laid over arrivals. Where the 9:15 rush meets an empty seat, and where late staff sit through a quiet last hour.

Open notebook and papers on a wooden desk

Calendar month, boards in the first week of the next

Monthly Visual Digest

A retained set of wall charts each month for one named queue: arrivals, waits, abandonment, and the roster that was actually sat.

From a contact-centre manager

The Monday abandonment chart finally showed the 9 a.m. gap in the roster. We had been rewriting the greeting script for six months. The greeting was not the problem.

Lasha K., contact-centre manager, Tbilisi retail group

Briefings are rooms, boards, and an argument.

On Level 10 we pin the charts, walk the wait curve hour by hour, and leave the floor lead with a marked copy. Guests sit with the people who take the contacts, not only with the people who own the budget.

If the team cannot travel, we bring the same boards to a meeting room in your building inside Tbilisi. Remote file review happens first either way.

How a briefing runs