Report on ticket inflow by Channels and Categories. Identify peak hours and tweak agent availability. Assign agents to the right channels to handle ticket volume.
Quantify ticket participation, closures, replies, and more. Identify top performers and agents who need more training. Build agent leaderboards for various ticket activities.
View CSAT scores by agents to measure their performance. Identify your happy and unhappy customers. Use the Category filter to identify departments that need improvement.
View distribution of tickets across Status, Priority, Category, and Assignee. View the most popular tags for any date range. View the trend of tickets across time.
Monitor SLA breaches and their target achievement. Compare the performance of different SLAs. Compare SLA performance across departments.
Gather insights from your Ticket Classifications and Contact Segregations. View distribution of custom field values across tickets or contacts.
Monitor Smart Rules and their execution behavior. Analyze time-saved through workflow automation. Compare and optimize the execution of different Smart Rules.
Monitor agent performance and identify areas of improvement. Measure First Call Resolution by Teams to optimize for different types of support issues.
I currently do a weekly report for my customer service team, to see how many tickets get solved, time they take etc. It has helped me assess them... to have them improve.... to compensate them with employee of the month etc.
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