Helpdesk Analytics are used to assess agent performance based on various metrics like the number of tickets closed, First Response Time (FRT), Average Handling Time (AHT), and others.
Tabs Overview
There are two main tabs in Helpdesk Analytics: Activity and Performance.
1. Activity Tab
The Activity tab displays data for all active tickets within the selected date range, regardless of when the ticket was originally created. This tab provides insights into agent activity, ticket assignments, and service-level agreement (SLA) breaches.
Key Features:
Agent Analytics: Breakdown of tickets assigned to agents, tickets closed by agents, and SLA breaches.
Tracking Agent and Ticket Activity:
Shows the distribution of tickets assigned to agents.
Provides a channel-wise breakdown of ticket count, tickets closed, FRT, AHT, and Customer Satisfaction (CSAT) metrics for each time interval.
Visual Representations:
Tickets Closed by Agents: A bar chart visualizing the number of tickets closed by each agent in the selected date range.
Average First Response Time (FRT) by Agent: A bar graph displaying the average FRT for individual agents.
Tickets Activity Over Time: A line graph tracking tickets created, assigned to agents, and closed over time. The X-axis represents time, and the Y-axis shows ticket count. This graph also includes the average number of tickets created and closed per hour.
2. Performance Tab
The Performance tab focuses on data for tickets that were created within the selected date range. This tab provides insights at the ticket level.
Key Features:
Overview:
Displays key metrics like Tickets Created, Journey's Bot Tickets, Tickets Assigned to Agents, Unassigned Tickets, Tickets Closed, and Auto-Closed Tickets.
Each metric includes a comparison to the previous day's data.
Visual Representations:
Ticket Lifecycle: A bar graph representing the average number of tickets created per day, along with metrics like Average Handling Time, First Response Time, Tickets Resolved within SLA, and Tickets in "Waiting for Customer" status.
Customer Satisfaction (CSAT) & Net Promoter Score (NPS):
Displays CSAT and NPS metrics, including breakdowns for Positive, Negative, and Neutral responses.
Shows the number of CSAT requests sent and responses received. CSAT can also be viewed for individual agents.
Tickets Grouped by Channel: A bar graph illustrating the number of tickets created through each channel.
Tickets Grouped by Labels: Shows ticket counts grouped by specific labels.
Conversations Started by Customers (Hourly): A heatmap showing the number of customer-initiated conversations by hour and highlights the busiest times of the week.
Average First Response Time (Weekly): A bar graph showing the average FRT over the week, along with the highest and lowest FRT values for that week.
Agent and Channel filters
Both Activity and Performance tab has agent/team and channel filters, where you can filter the analytics using them for a better analysis.
For each metric you can compare the difference & % difference in parameters with respect to the previous x days.
Analytics will be displayed only for connected channels and accounts
If multiple accounts are connected for same channel, account names are displayed in place of channel name in tabulated data
At a time you can only view 6 months of data
FAQs
1) How can I compare today's performance with yesterday's?
In the Performance tab overview, key metrics like Tickets Created, Tickets Closed, and Auto-Closed Tickets display the percentage difference compared to the previous day, allowing you to quickly assess daily changes in performance.
2) Can I track Customer Satisfaction (CSAT) for individual agents?
Yes, the Performance tab allows you to view CSAT scores at both an overall level and for individual agents. Positive, Negative, and Neutral feedback are broken down, along with CSAT requests sent and responses received.
3) How can I track First Response Time (FRT) and Average Handling Time (AHT)?
In the Activity tab, you can view FRT and AHT for agents, displayed in both tabular format and bar graphs. The Performance tab also tracks these metrics over time, showing weekly averages.
4) Can I get these analytics for a particular channel and agent?
Yes, you can filter the analytics using channel and agents and also specific time.
5)What is the difference between the Activity tab and the Performance tab?
The Activity tab shows data for all active tickets within the selected date range, regardless of when the ticket was created. It focuses on ongoing ticket and agent activity.
The Performance tab displays data for tickets created within the selected date range. It offers more specific insights into the performance of tickets created during that time period.
For further assistance or to raise feature requests related to Helpdesk Analytics, please contact [email protected].