As a manager of your support team, identifying problems in your helpdesk and solving them is one of your major duties. And in your growing support team, identifying problems is possible only when you can keep track of the vital metrics everyday.
The helpdesk in-depth report shows you an overview of all the important metrics. It also shows you the breakdown of each metric based on various ticket properties like source, priority, type and the number of agent and customer responses. You will be able to see how many tickets your agents solved today, if the new SLA policy resulted in the increase of FCR%, why your resolution time dropped over the past few months and more.
Your helpdesk receives hundreds, thousands of tickets everyday. But they don’t come in uniformly throughout the day or week. At 10 AM on a Monday, your agents need all the help they can get and then some, but the requests slow down drastically by 5 PM. When the number of tickets received vary so much, it doesn’t make sense for you to employ the same number of agents 24X7.
A quick look at the “Day of the week and hour of the day trend” report will show you your busiest hours, your most productive days and the days you can manage with half the team. This way, you can bulk up your support team on Mondays and on Friday afternoons, you can let your agents spend quality time with their families instead of them twiddling their thumbs at work.
The key to measuring customer happiness is measuring what makes them unhappy. If a customer is raising too many issues with the product, they are bound to be unhappy. If a customer’s tickets are constantly resolved late, they are bound to be unhappy.
That’s why, apart from just looking at customer happiness in terms of satisfaction ratings, in the Top customer analysis report, you can also see them in terms of metrics that make ‘em mad; from tickets created to SLAs violated. You can dig deep into tickets related to those customers and figure out what the problem is, whether it is a problem with the agent or the product or the customer, and make informed decisions.
You see all the numbers and you identify the type of issues that are clogging your helpdesk. Now what? You will come up with a long-term solution to make sure the problem doesn’t occur again. But you also need ways to act on those issues immediately. That’s why, in every report, you can drill down to the ticket level. Not only can you see all those tickets that are contributing to the problem, you can also work on resolving those issues immediately.
You can see how well your agents are performing based on a number of metrics like tickets resolved, tickets re-assigned, tickets responded to within SLA and so on. You can sort your agents based on each of these metrics and identify their strengths and weaknesses. You can also filter your agents based on various ticket properties. For example, you can see which of your agents handles most of your high priority tickets. This way, not only can you identify your best agents, you can also make sure no agent is overloaded with difficult tickets.
You can also measure how well your groups are performing and rank them in terms of various metrics like average resolution time and private notes added. Apart from the performance, you can figure out if the way you have split groups and set up their workflows is working. For example, if you see that the night shift agent group is bogged down by the tickets re-assigned to them from the morning group, you can look into extending the resolution SLA by a few more hours and stop the reassigns.
The Performance distribution report, where you can see what the response and resolution time for most of your tickets are, is a good place to measure your team’s capacity. If you see that your morning shift group takes 10 - 15 hours to resolve a ticket, you can either improve resolution time by adding more agents to that group or change the resolution SLA of that group and reduce customer frustration.
You can monitor your helpdesk and stay on top of everything that’s happening right from your personalized Dashboard. With Snapshots, you will see data that is relevant and useful to you, giving you your immediate actionable insights. You can know which group has the most pending requests, what channels are drawing the most traffic, which customers are likely to be dissatisfied, all at a single glance. You can also track team activity and keep tabs on individual agent performance from here.
Want to bring your team in on the action? Your agents have their own view into the helpdesk where they can get a rundown of what is on their plate for the day including ticket backlog, and also track customer sentiment.