| What | An overview of your team's
performance including ticket reply
and solved counts, response times,
and happiness percentages. |
| Why |
|
| Who |
|
| When | A department
lead wants to
see how agents are
handling
ticket volumes for the
week. An agent wants to see how
their response volume
performance ranks against
other agents. |
| What | An overview of your team's
performance including ticket reply
and solved counts, response times,
and happiness percentages. |
| Why |
|
| Who |
|
| When | A department lead wants to
see how agents are handling
ticket volumes for the
week. An agent wants to
see how their response volume
performance ranks against
other agents. |
Before you
start
Applying the following
affects the data displayed in the
Overview report:
Happiness ratings must be turned
on for the site and at least one inbox in
order to show in this report.
Access the report
The Overview report can be found in the
site-level Reports area.
- Click Reports in the main
navigation.
- Select the Overview tab.
Customer
happiness
A gauge chart indicating
overall customer happiness across
tickets where ratings where sent and
received.
| Metric | Purpose |
|---|---|
| Overall happiness % | The overall
percentage of
customers that are happy with
their
interaction. Calculation: (sum
of
the score) /
(number of
ratings)
|
| Overall happiness % per rating
type | Percentage of customers that
gave great, ok, or bad
ratings. |
| Number of surveys sent out to
customers | The total quantity of happiness
ratings sent to customers in the
period being viewed. |
| Number of ratings received from
customers | The total quantity of
happiness ratings customers
filled out and submitted in
the period being viewed. |
| Metric | Purpose |
|---|---|
| Overall happiness % | The overall
percentage of
customers that are happy with
their
interaction. Calculation: (sum
of
the
score) ———––––––––––– (number of ratings)
|
| Overall happiness % per rating
type | Percentage of customers that
gave great, ok, or bad
ratings. |
| Number of surveys sent out to
customers | The total quantity of happiness
ratings sent to customers in the
period being viewed. |
| Number of ratings received from
customers | The total quantity of
happiness ratings customers
filled out and submitted in
the period being viewed. |
Happiness caveats
How is the agent assigned to a
happiness rating
determined?
- If the ticket is unassigned,
whoever solves the ticket gets the
rating.
- If the ticket is assigned but a
different agent replies and solves
the ticket, the rating goes to the
solver.
- If the ticket is assigned and
solved (without a reply being
sent), the rating goes to the
assignee.
How are the reports affected by
customers changing previously
submitted ratings?
- If a customer changes a rating,
the
report updates to reflect the new
rating.
- If a customer deletes a rating,
it is removed from the
report.
My
performance
See who the top performing agents are
and compare to your own
performance.
| Metric | Purpose |
|---|---|
| Ranking | Shows the top 5
ranked
agents. If you do not
rank in the top 5, the top 4
performers will be shown with
your stats displayed
at the
bottom for
comparison. Your rank number
will
not be shown. |
| Replies count | Number of replies added to
tickets during the selected
date range.
|
| Solved count | Number of tickets marked as
solved during
the selected
date range.
|
| Happiness rating | Overall happiness rating
across tickets within the
specified range for that
specific agent. |
| Ranking % | The agent's replies as a
percentage of the total
replies of all agents.
Displayed as a bar indicator
below each agent's name. |
| Metric | Purpose |
|---|---|
| Ranking | Shows the top 5
ranked
agents. If you do not
rank in the top 5, the top 4
performers will be shown with
your stats displayed
at the
bottom for
comparison. Your rank number
will
not be shown. |
| Replies count | Number of replies added to
tickets during the selected
date range.
|
| Solved count | Number of tickets marked as
solved during
the selected
date range.
|
| Happiness rating | Overall happiness rating
across tickets within the
specified period for that
specific agent. |
| Ranking % | The agent's replies as a
percentage of the total
replies of all agents.
Displayed as a bar indicator
below each agent's name. |
Volume and first
response time
See a trend of how long it took to respond to
a set of tickets:
The
average time it takes
for a
first response to be added, for tickets that
are created within the selected date
range.
The chart shows a graphical
representation of the supported ticket and
response metrics.
| Metric | Purpose |
|---|---|
| Customers helped | Customers that have received
at least 1 agent reply on any
ticket during the selected
date range. |
| Tickets solved | A ticket is
considered solved if
its status is set
to solved.
|
| Total replies | The total number
of agent
replies sent during the
selected date range. |
| Average first response time
(created) | Tickets created
and replied
to during the selected
date
range. |
| Average first response time
(replied) | Tickets created
anytime,
with
a first response during
the
selected date range. |
| % increase or decrease | If a comparison date range is
used, the increase or decrease
in each metric between the two
periods is also
displayed.
|
| Metric | Purpose |
|---|---|
| Customers helped | Customers that have received
at least 1 agent reply on any
ticket during the selected
date range. |
| Tickets solved | A ticket is
considered solved if
its status is set
to solved.
|
| Total replies | The total number
of agent
replies sent during the
selected date range. |
| Average first response time
(created) | Tickets created
and replied
to during the selected
date
range. |
| Average first response time
(replied) | Tickets created
anytime,
with
a first response during
the
selected date range. |
| % increase or decrease | If a comparison date range is
used, the increase or decrease
in each metric between the two
periods is also
displayed.
|
Tickets by
channel
View the amount of tickets created from each
channel type.
| Metric | Purpose |
|---|---|
| Quantity | Total number of tickets
created from the channel
during the selected
date range. |
| Channel | Channel
name |
| Percentage | Tickets created
from the individual
channel, as a percentage
of the total tickets
created during the
selected date range. |
| Pie chart | Visual
representation of the share of
total tickets associated with
each channel. |
| Metric | Purpose |
|---|---|
| Quantity | Total number of tickets
created from the channel
during the selected
date range. |
| Channel | Channel
name |
| Percentage | Tickets created
from the individual
channel, as a percentage
of the total tickets
created during the
selected date range. |
| Pie chart | Visual
representation of the share of
total tickets associated with
each channel. |
Tickets by
status changes
View a breakdown of how many tickets each
ticket status was applied to during the
selected date range.
- Each
time an individual ticket's status
is updated, it is counted as an
additional status
change.
