Vembu HelpDesk is designed to provide exceptional customer support. As a part of the software, following are some important metrics which are considered crucial from the company‘s part in order to monitor the agent’s performance and meet the customer requirements and queries in effective ways:
Ticket Inflow
Handling support tickets is a very sensitive area in an organization. It is important to track how many new tickets, the helpdesk has received and how many tickets the support agents have handled. Amount of tickets flowing in may vary from time to time. For example your helpdesk might receive 20 tickets at 10 AM on Monday then 2 tickets for each 2 hours. This indicates that when the number of tickets received vary so much, it doesn’t make sense to employ the same number of agents 24X7. This metric will help you to manage support staffing.
Average First Response Time
This is the time duration between the time, a ticket is received from the customer and the first reply provided by the support agent. Longer the first response time, more disappointment to the customer. By tracking this metric, we can know who is a fast responder and you can find out how long your customers are waiting for a response as some tickets may require more attention.
Average Resolved Time
It is the time taken to completely resolve the customer issue. To provide good support this time should be less. If the ticket is resolved and then a month later the same customer comes back with the same issue, which means ticket was not resolved the first time. This growing gap indicates that more training is required for that support agent to speed up the resolution time. This resolution time may vary based on ticket priority. Anyhow, well defined SLA policies are necessary to ensure your customers are receiving timely support.
Tickets Resolved
In a healthy helpdesk, the ratio between ticket in flow and ticket resolved should be parallel. By assessing this metric, you can decide whether your support team is working efficiently or falling behind.
Backlogs
It is the total number of unresolved tickets in your helpdesk at present time. If more requests are left unresolved, you are building a backlog. This metric will help you to identify whether your support agents are overloaded and whether there are enough resources available to handle customer support in a timely manner.
Individual Performance
It is important to monitor the performance of the support agent in order to ensure quality support. You can measure this individual performance based on total tickets handled, total tickets resolved, average first response time, average response time, average resolution time, number of replies per resolution, CSAT, PEER SAT etc.., This metric also helps you to see which agents may be ready to take on more challenging requests and which might need additional resources and which agent is good at handling which type of ticket.
Satisfaction Rating
It is important to ensure that your customers are satisfied with your support. This metric will helps you to see if customers like the work of a specific support member and use it to track their performance. The customer can rate the support of your agent when the ticket is resolved.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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