Agent performance reports are the most important set of analytics that managers use, to measure the productivity of their support team and increase individual accountability. Most helpdesks have these reports built-in and they can be drilled down further to monitor the specifics. Using these reports, managers can track aspects like the speed of response, the amount of work done, and ascertain if the service provided translates into customer satisfaction.
By identifying prevalent trends, it becomes easier to spot bottlenecks that are hampering support efficiency, and find ways to improve. Managers will also be able to recognize agents who are top performers, and hand them more challenging requests. For the agents who aren’t showing great results, training can be improved to expose them to handling more rigorous customer-facing situations.