How to set up an "ideal" KPI system for your customer support

7 Comments

  • Lee Chin Fong

    Thanks for your input, Andrei!

    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi @...

    Thank you too! I much appreciate your feedback! =) 

    0
  • Mira

    This is great! I'm using it to build our KPI and agent feedback process right now! 

    0
  • Max-Kristian Ferslev Heiredal

    Andrei Kamarouski / Andrei Kamarouski

    I was curious if you ever created that new article about weighing the scores for teams and KPIs?

    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Mira Amazing! I love to hear it! 😁

    @Max-Kristian Ferslev Heiredal Hey, yes, I started implementing this model in Explore a few months ago and see great feedback! Contact us on pythia.cc to get more details.

    0
  • Claire

    Hi Andrei,

    Thank you for sharing this great article! 

    Is there a chance you can share a formula for this metric in Zendesk Explore: 

    1. Productivity (Tickets or Replies / Total Time spent)
    0
  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hi Claire

    Sure! It should be like this (for Support: Updates history dataset). 

    D_COUNT(Agent comments)/SUM(Total Time)

    Where Total Time is defined like this (based on ZD recipe).

    IF ([Changes - Field name] = "Total time spent (sec)") 
    THEN
    IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
    THEN NUMBER([Changes - New value])/60/60
    ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
    THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60/60
    ENDIF
    ENDIF

     

    0

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