Help Desk KPIs Examples

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Help Desk KPIs

Great customer support has the potential to elevate your product or service from “average” to “game-changing.” That’s because people are still the most important part of the business equation, and always will be. Help desk agents get this, and work hard to provide the highest quality of support possible. Use these Help desk KPIs and metrics to give your team the insights they need to elevate your product or service to the next level.

Track your performance in real time to respond to tickets before they become crises.

Great customer support has the potential to elevate your product or service from “average” to “game-changing.” That’s because people are still the most important part of the business equation, and always will be. Help desk agents get this, and work hard to provide the highest quality of support possible. Use these Help desk KPIs and metrics to give your team the insights they need to elevate your product or service to the next level.

 

Ticket Analysis - Understand what types of tickets are being submitted to your help desk. The Ticket Analysis visualization provides a breakdown of the different types of tickets being submitted to your help desk. Ticket categories may include ticket type, priority level, assigned agenty, and ticket source. This analysis is designed to uncover trends behind tickets being submitted. For example, if a high number of tickets submitted are marked

Ticket Analysis – Understand what types of tickets are being submitted to your help desk. The Ticket Analysis visualization provides a breakdown of the different types of tickets being submitted to your help desk. Ticket categories may include ticket type, priority level, assigned agenty, and ticket source. This analysis is designed to uncover trends behind tickets being submitted. For example, if a high number of tickets submitted are marked “Questions,” it may indicate the need to write an FAQ for your customers.

Ticket Queue - Analyze and prioritize your response to tickets currently in queue. It's imperative for help desks agents to have real-time visibility of the Ticket Queue. Tickets in the queue should have an assigned priority, and account for the ability for agents or customers to escalate the importance of a ticket. This allows agents to align their priorities, and respond to urgent tickets in a timely manner. The ticket queue should also contain information such as the age of the ticket, the responding agent, the type of ticket, and it's current status.

Ticket Queue – Analyze and prioritize your response to tickets currently in queue. It’s imperative for help desks agents to have real-time visibility of the Ticket Queue. Tickets in the queue should have an assigned priority, and account for the ability for agents or customers to escalate the importance of a ticket. This allows agents to align their priorities, and respond to urgent tickets in a timely manner. The ticket queue should also contain information such as the age of the ticket, the responding agent, the type of ticket, and it’s current status.

Agent Performance - Measure the performance of help desk agents according to key metrics. The Agent Performance KPI measure the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment. This KPI is used to identify which help desk agents are performing well, and which ones are performing poorly.

Agent Performance – Measure the performance of help desk agents according to key metrics. The Agent Performance KPI measure the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment. This KPI is used to identify which help desk agents are performing well, and which ones are performing poorly.

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