Wow24-7 — Vendor scorecards
How we measure Wow24-7's performance on the Lucyd account.
This page tracks how Lucyd measures Wow24-7’s performance. Used during monthly business reviews with Bohdan (Wow24-7 CSM) and as the basis for any vendor scope or rate-card discussion.
Source: FINDINGS-AND-RECOMMENDATIONS rec #13. Scorecards are still being implemented in Phase 1 — most metrics are baseline collection until July 2026.
Metrics tracked
| Metric | Definition | Target | Source |
|---|---|---|---|
| Tickets closed per agent / shift | Total resolutions / shift hours | Establishing baseline | Gorgias |
| First Response Time (marketplace) | Time from ticket open → first human reply (excluding auto-ack) | < 1 hour | Gorgias |
| Amazon Buyer-Seller Response Rate (24h) | % of Amazon BS messages replied in < 24 hours via Seller Central | ≥ 95% | Amazon Seller Central |
| Walmart Customer Contact Response Rate (48h) | % of Walmart Seller Center messages replied in < 48 hours | ≥ 90% | Walmart Seller Center |
| Platform tag completeness | % of closed tickets with Platform tag set | 100% (D-7) | Gorgias |
| Issue tag completeness | % of closed tickets with Issue tag set | ≥ 95% | Gorgias |
| Amazon mirror compliance | % of Amazon Buyer-Seller tickets with mirror-to-Gorgias internal note | ≥ 95% (audit-sampled) | Gorgias internal-note search |
| Escalation rate | % of tickets escalated to Alex | Establishing baseline | Slack #cs-escalations mention count |
| CSAT (when collected) | Customer-satisfaction rating per ticket | TBD — measurement not yet rolled out | Gorgias survey |
| Amazon ODR (Lucyd’s, drives by Wow24-7 handling) | Order Defect Rate | < 1% | Amazon Seller Central |
| A-to-Z claim escalation timeliness | % of A-to-Z claims escalated within 4 hours (D-8) | 100% | Slack #cs-amazon-claims timestamp audit |
Review cadence
| Cadence | Format | Attendees |
|---|---|---|
| Daily | Daily scorecard digest in #cs-escalations at 9 AM ET | Wow24-7 lead, Alex |
| Weekly | 30-min sync — top metrics, open escalations, blockers | Bohdan, Alex |
| Monthly | Business review — full scorecard, trend analysis, scope changes | Bohdan, Alex, Joaquin |
| Quarterly | Contract review — rate card, scope, headcount adjustments | Bohdan, Joaquin |
What we audit (samples)
To verify the metrics above are accurate, we sample tickets monthly:
- 20 random Amazon Buyer-Seller tickets — check that the mirror-to-Gorgias internal note exists and matches the Seller Central reply.
- 20 random closed marketplace tickets — check Platform / Channel / Issue tags are all populated.
- 5 random A-to-Z claim escalations — check the 4-hour timeliness.
- 10 random refund decisions — check that no Lucyd-side refund was issued on a marketplace order (would violate D-2).
Red flags that trigger an audit conversation
- Amazon ODR exceeds 1% for any reporting period
- Platform tag completeness drops below 95% in any week
- More than 2 A-to-Z claims escalated outside the 4-hour window in a month
- Any A-to-Z claim where Wow24-7 responded in Seller Central without the mirror-to-Gorgias note
- Customer chargeback initiated via the bank (skipping the marketplace dispute path)
When any of these happen: Alex schedules a 1:1 with Bohdan within 48 hours. We diagnose root cause (agent training gap, tooling gap, process gap, edge case not in the SOP) and decide on the fix.
Open items (Phase 1 implementation)
The scorecard collection is itself in build-out. Pending:
- Daily scorecard digest auto-generation (currently manual)
- CSAT survey config in Gorgias (need to enable post-resolution surveys)
- Mirror-compliance audit script (currently sampled by hand)
- Issue category taxonomy locked (Warranty / Refund / Shipping / Rx / Product-Q / Spam / Other — verify against actuals after 60 days)
Joaquin signs off on the locked scorecard at the end of Phase 1.
Vendor-side commitments (what Bohdan delivers in return)
These come from the Wow24-7 contract and the transition brief:
- Agent training time before going live on Lucyd tickets (3 hours minimum per agent)
- Agent rotation plan (no more than 30% of the team rotates in any quarter without notice)
- Implementation fee + timelines (per Bohdan’s transition email — confirmed at contract signing)
- 24/7 voice + 5pm–9am ET M-F chat + weekend chat (per DIVISION)
See also: Daily scorecard digest · Wow24-7 onboarding · FINDINGS-AND-RECOMMENDATIONS