Metrics Definition and Explanations

You are here:
Estimated reading time: 2 min

Inside our analytics dashboard is a number of metrics that allow managers to keep track of their team’s performance. Understanding each of these metrics is
evidently crucial, as it allows managers to make better judgment in improving service.
Below are the definition to help guide you on:

TICKETS


1. Tickets received
Total number of all support tickets sent to your team inbox in a defined period of time.
2. Tickets closed
Total number of all support tickets with the ‘Closed’ status in a defined period of time. This number is typically lower than that for ‘Tickets received’, but could also be higher especially when there are backlogs of overdue support tickets being closed on that certain day.
3. Replies sent
Total number of replies made by all of your team members on all support ticket conversations in a defined period of time.
4. Average replies/day
Total number of replies sent, divided by the total number of days in between selected dates on analytics filter.
5. Highest traffic day
The day in between the selected dates on filter in which the total number of conversations (replies from team members + customer replies) is the highest.

6. Average resolution time
Total time it takes to resolve or close support tickets, divided by the total number of closed support tickets in a defined period of time.
7. Average response time
Total time it takes to respond support tickets, divided by the total number of all incoming tickets in a defined period of time.
8. Average replies per person
Total number of replies sent by all team members in all conversations, divided by the total number of all team members.
9. Average ticket per person
Total number of tickets received by all team members, divided by the total number of team members.
10. Average replies per ticket
Total number of replies sent by all team members in all conversations, divided by the total number of all support tickets.

11. Most used hashtags
The most used hashtags in all tickets
12. Tickets by folder
Percentage of tickets in each ticket folder

TEAM STATISTICS


13. Team statistics
Overview of your team members’ performance on replies, tickets closed, resolution time, average rating and response time. It also shows their improvement or decline.
14. Replies
Total number of replies each members made in a defined period of time.
15. Tickets Closed
Total number of tickets each member closed in a defined period of time.
16. Resolution Time
The average of total time it takes for each member to resolve or change the status of all support tickets to closed in a defined period of time.
17. Average Rating
The average of satisfaction scores received by each members.
18. Response Time
The average of response time for each member in a defined period of time.

SATISFACTION SCORE


19. Satisfaction rating
The feedback score your customers give on how helpful your team members are in providing service

Was this article helpful?
Dislike 0
Views: 23