Keeping track of how your help desk is doing is vital. By keeping a close eye on your team's current performance, you can start making adjustments to better serve your customers and provide quality service. The Good Data + Zendesk partnership offers a robust set of options - but knowing what to track can be tricky. I have grouped some key performance indicators that can help you keep up to date with what's happening in your help desk, and even allow for your team to anticipate problems and allow for a more proactive service. Note: Be sure to also check out part 2 of this series, [Creating reports and tracking data](https://support.zendesk.com/entries/61682023). ## The Basics **Knowledge Base and Community Tracking** Zendesk offers some basic reporting, such as Knowledge base and Community Tracking. Know the basic search terms, most active community threads, and how many views your Help Center gets per month. By tracking most common search terms and what your customers are talking about, you can easily target problem areas in your service. ![Andrea_knowledgebasestats.png](/attachments/token/goxwb6lnffu0ipw/?name=Andrea_knowledgebasestats.png) **Agent Leaderboard** Want to keep track of your agents? No problem! See how busy your agents are and whether it's time to expand your team using the **Agent Leaderboard** feature. **Assign Time** Along with the agent leaderboard, this metric can help you keep track of how your agents are performing by tracking how long it takes for a ticket to be assigned to an agent. If your clients are waiting too long, maybe it's time to grow your team or offer extended service hours. **First Reply Time (Median)\*** This metric computes the median time to the first PUBLIC response of a ticket. This is calculated by taking the time of the first public response and subtracting it to the time the ticket was created. **Requester Wait Time (Median)\*** This metric measures how long a tickets is in the "New," "Open" and "On Hold" states: In other words, how long it took for the client to have their issue solved. The value is calculated when a ticket state has been changed from New/Open/On Hold to Pending/Solved/Closed. ![andrea_stats_1.png](/attachments/token/uj8g9ksvpqpl8sy/?name=andrea_stats_1.png) **\* [Read more about Median times here. ](https://support.zendesk.com/entries/27509727-Medians-for-Advanced-Analytics-)** ## The Advanced **Submission Method** How are your clients reaching out? Figure out whether your resources should be placed on social media, email, or your Help Center and make sure everyone is taken care of! **Tickets per Shift/Group** Should you expand your first line or second line of support? Are tickets coming in during business hours or weekends? Keep track of how busy your groups are, and most importantly, when the busiest times are! ![andrea_stats_2.png](/attachments/token/wvqdkydowpxnzr3/?name=andrea_stats_2.png) **Number of new tickets vs Number of tickets solved** Keep track of your incoming tickets vs the number of tickets solved is essential. Filter this down per day, per week, and per month to keep an eye on your team's performance. **# of Replies** How many replies is it taking to solve a ticket ? Make sure your team is being efficient and not wasting time by keeping an eye on this key metric, and make sure to speed things up by offering the client a phone call! ## The Extras **Most Active Customers** Know who your most active customers are - do they need extra help? Would they benefit from a courtesy phone call? Or are they just super excited about your product and have valuable feedback? Whatever the case may be, show them some love. **Customer Satisfaction** Keep an eye on your satisfaction feedback and be sure to create follow ups for negative reviews. Maybe you can turn that frown upside down! You'll be happy, and your customers will be happy - it will be a happy party all around. ![andrea_stats_3.png](/attachments/token/kvcmisnbigw0srz/?name=andrea_stats_3.png) **Geographical Location** Paris? New York? Hong Kong? See where your requests are coming in from, and which location is the most popular. * [knowledgebasestats.png](/attachments/token/dxkjcoippvrovgz/?name=knowledgebasestats.png) * [stats_1.png](/attachments/token/voth0kxmbgellqg/?name=stats_1.png) * [stats_2.png](/attachments/token/hybfvjkcweylemo/?name=stats_2.png) * [stats_3.png](/attachments/token/clycyzbfdcdlflb/?name=stats_3.png)
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