In Vembu HelpDesk, the overview of the entire support process can be tracked from the dashboard. It helps us to track the performance of the entire company’s collaborative approach in handling tickets and also the performance of individuals. An agent can view his own performance from his own dashboard.
The count of the tickets are listed under the ticket statistics area of the dashboard. The number of tickets assigned to him from the day he is a member of Vembu HelpDesk, the number of tickets which are in new open and pending are listed.
The performance of a support agent purely depends on how much time he takes to handle the tickets. But it also depends upon the category of the ticket as complex tickets may take time to be solved. So the average time at which the tickets are handled, matters. In dashboard of Vembu HelpDesk, the agent can view the average replied time and average resolved time.
The inflow of the tickets are represented in a bar or line chart format according to the selected period. For example, the ticket inflow per month can be tracked in the dashboard. The period can be selected from the filter options available.
Apart from the self assessment of the individual, the assessment from the peersat members and more importantly reward from the customers matters a lot for any agent. The peersat review and the CSAT review of all the agents are visible to the manager and the admin whereas the agent can view his peersat and CSAT reviews in his dashboard.
A graphical representation of tickets by status lets us know the amount of tickets in a particular time period with respective status. Just like other reports, the admin can view the tickets of the entire company whereas the agent can view his own tickets falling to various status in that time period. Similarly tickets by priority allows to see the tickets in the time period categorized by the priority.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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