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To have an optimal vision of your activity, the ideal is to combine these two types of indicators. To help you with this task, we provide a quick overview of the most popular KPIs below. Business KPIs that will tell you more about your teams First response time First response time (or FRT) is the amount of time between a customer creating a ticket and an agent's initial response. In general, we recommend a waiting time of less than half a day by email, 2 hours for a question on social networks and a.Few seconds for a message via chat or SMS. To learn everything about calcu Bahrain WhatsApp Number lating this value, see this article . Average resolution time It corresponds to the average time it takes for your agents to resolve the requests that reach them. This KPI will give you a good overview of your overall productivity. The ideal is to track both the time to first resolution and the time to complete resolution to verify that your teams do not tend to close cases too quickly. First contact resolution rate First contact resolution quantifies the number of support requests that are resolved in a single interaction.
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This calculation method counts customer tickets that only required a single call, a single chat session or a single email response to be resolved. If you don't yet offer self-service content , a high rate should alert you: your agents may be busy with simple questions. The number of reopened tickets A significant number of tickets reopened by customers may indicate that your agents are keen to be productive, but are unfortunately doing so at the expense of quality. In the Zendesk dashboard , you will find this KPI in the Tickets tab.
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