Track individual and team performance with essential KPI metrics

Track individual and team performance with essential KPI metrics

Hello everyone,

Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performance of the blueprint, SLA adherence and violations, response time, and more. 

Dashboards display the patterns and trends in tickets, channels, and happiness rating data, which are crucial for a customer support team to understand. 

Read more about Dashboards. 

In order to provide an option to track and monitor an individual's or teams performance we have added KPI cards under Dashboards.

What is a KPI card?

KPI (key performance indicator) cards are crucial for tracking key metrics such as first response time (FRT), agent performance metrics, or cost per ticket, that help monitor an individual's or team's performance. 

We have introduced the following four KPI cards: 
  • Metric Cards
  • Comparison Index
  • Bullet Chart
  • Dial Chart


KPIs can be useful for a business to:
  • Identify the areas of improvement
  • Get an overview of the agent and team's performance
  • Track individual or team progress
  • Monitor target completion
  • Compare progress or decline 
Business scenarios

Track productivity and effectiveness of monthly outbound calls 
Support leads can use a metric card to monitor the monthly outbound calls made by agents. It helps to understand how productive each agent is, if calls are being handled effectively, whether multiple follow-ups are required to resolve tickets, and ultimately, if customers are getting the right solutions.



Compare monthly workload
The comparison index card is used to identify and compare the difference between two values.

For example, if a manager wants to compare the tasks completed by an agent in the current month against the previous month, they can use the comparison index card to view the percentage difference. 



Monitoring ticket closure targets 
The bullet and dial chart provides a visual representation of the data by comparing the actual value against a target.

There are two target types that can be set during chart creation:
  • Constant value 
  • Previous period value 
If the support team has a target of resolving 50 tickets in a month, the manager can set the target as 50, select Constant Value, and monitor the weekly progress using the bullet chart or dial chart. 



If Previous Period Value is selected, then the data will be compared against the number of tickets resolved in the previous week, month, fiscal quarter, or year. The visual representation makes the data easier to understand.



Kindly refer to the help doc to learn more about KPI configuration. 

This feature is now available for all users across data centers. 

Regards,
B. Akshaya
Zoho Desk | User Education

    • Sticky Posts

    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • Announcing the New and Improved Article Editor

      KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!

    • Recent Topics

    • Link Zoho Inventory to Clover POS

      Is it possible to link zoho Inventory to Clover POS?

    • How can I start trial version without any example data?

      I am lazy to manually delete each data in every section. Is there any button to fresh start my account from zero?

    • Send Whatsapp with API including custom placeholders

      Is is possible to initiate a session on whatsapp IM channel with a template that includes params (placeholders) that are passed on the API call? This is very usefull to send a Utility message for a transactional notification including an order number

    • Building a custom site

      do we have an option in Zoho to build custom sites like adding custom functionalities? want to make a site like https://trackscourier.com/jnt-tracking-ph/. Is it doable? Please assist.

    • Zoho developer edition does not work for us

      Hi Is anyone else having this problem? I'm signed in with our admin/super user account. When I click on the link on this page: https://www.zoho.com/crm/developer/docs/dev-edition.html I am asked to agree to Terms and Conditions. Clicking Agree to Terms

    • Free developer edition of Zoho CRM

      A question for Zoho and other developers: How can you set up a demonstration version of a Zoho CRM implementation to show employers/clients what can be achieved? Do you pay for Zoho CRM Enterprise/Zoho One for this purpose? Does Zoho offer a free version

    • Confirmation prompt before a custom button action is triggered

      Have you ever created a custom button and just hoped that you/your users are prompted first to confirm the action? Well, Zoho knows this concept. For example, in blueprint, whenever we want to advance to the next state by clicking the transition, it is

    • Wrong Time on Exported Records

      Hello, All records in my exported Notes .csv file have the incorrect time for Created Time. They are all 8 hours ahead. I've already verified that my time zone is correct in both Personal Settings and Company Settings. Is there any way to fix this?

    • Selecting ZOHO Help Desk Plan for Startup

      Hello everyone, We at unisouk are setting up a Product support team for our platform. and probably we will be team of 3-5 people. Which plan would cater my needs to address customer technical queries and maintain the inflow of various channel queries

    • Where do we manage tags?

      Where is the page where we can view all tags and manage them (like change a tag name to something else or merge tickets under a particular tag with another)?

    • Self Client Authorization Issue

      Hi. Trying to test the api integration for Zoho Desk with the Self Client - Client Credintials flow method. I've created the self client, obtained the client id and secret, inputted "Desk.tickets.ALL" as my scope, and "ZohoDesk.[My Zoho Desk Org ID]"

    • Possibilité de créer des boutons de raccourci dans les tickets Zoho Desk

      Bonjour, J'ai développé plusieurs automatisations avec Zoho Deluge pour optimiser la gestion des tickets. Je souhaiterais savoir s’il est possible de créer des boutons de raccourci directement accessibles dans l’interface des tickets afin de déclencher

    • Zoho CRM Customer Portal Pricing Question

      Hello, I am trying to find out about the pricing for a portal that will be used for the contacts and a custom module. My client needs to use a customer portal for 15k users that will display the contact details and some informations to a linked custom

    • Update to the Merge Tickets Functionality

      This is to inform you about a significant update to the Merge Tickets functionality in Zoho Desk.  Until now, while merging tickets, a user could set one ticket as the master ticket and choose the final value for any field from any of the secondary tickets too. As a result of this provision, many a time, crucial details related to the master ticket faced the risk of being excluded in the final, merged ticket. To overcome this challenge, we have decided to make the value of some critical fields unchangeable,

    • Chat function not working properly

      Ever since upgrading to plus, the chat is all messed up. it is coming up behind the web page so that I cannot see what I'm typing and cannot read replies. I can only see the bottom of the text box at the bottom of the page, and then it is blocked. I've

    • How do i send an automated email 10 days after closing a ticket

      I am trying to set up an automated email to the customer a set period after the ticket is closed. I have created the email template, but i cannot work out how to set the trigger to send this out. Can someone point me in the right direction please? If

    • Setting up CRM for RFP workflow management

      This will be the first time our organization uses an off-the-shelf CRM, transitioning from our homegrown custom solution, and I would appreciate general thoughts on how to get started in general with our workflow using Zoho CRM. The main question: if

    • Integrating Calendly with Zoho Calendar in Zoho Mail

      I moved my office into a business incubator space that uses Calendly for meeting management and events. Calendly doesn't have a integration with Zoho Calendar and vice versa. I was directed to Zapier for integration but it doesn't have an integration

    • Shared Dashboard / Report Permissions : Read not Write

      hi all, We are missing a huge fonctionnalite in setting up Dashboards (and reports) on corporate level.  Currently, we can not set Read Permissions on share Dashboards (and reports) without giving write access as well When we create a corporate dashboard

    • How to Replace an Assessment in a Job Opening on Zoho Recruit

      Hi everyone, I’m currently using Zoho Recruit and would like to replace the assessment linked to a specific job opening. I want to remove the existing assessment and add a new one. What is the best way to do this without losing any important data or affecting

    • Cannot fetch url with custom extension (sigma - javascript)

      Hello i try to make my first extension with API request, i have two cases 1) this a deluge code attach to a button --> this one works very well response = invokeurl [ url :"my_api_fetch_url" type :GET headers:{"api_key":"myapikey","accept":"application/json","content-type":"application/json"}

    • Unable to access Zoho Desk at all - has an extreme slow load and then just remains blank

      This is all I see:

    • Demande : Épingler automatiquement un commentaire via Deluge

      Bonjour, Je suis utilisateur de Zoho Desk et j'ai développé une fonction avec Zoho Deluge permettant d'ajouter automatiquement un type de commentaire à chaque création de ticket. Cependant, j'aimerais pouvoir épingler ces commentaires directement depuis

    • Unknown error occurred

      Hi, When we want to publish or edit a page in our website, we encounter with "Unknown error occurred" problem. I share a screenshot here. Our website is www.essoft.com. It happens every page. We want to solve this ASAP.

    • Using Creator API access tokens in deluge script

      I am working on generating download urls for files that are uploaded via a creator form. I want to include these urls in record templates so they can be easily accessed. The goal is to make downloading multiple attachments in a record as quick and easy

    • Option to Re-order from past orders

      Customers would like to place a repeat order with the business entity. Currently there is no option to support this and everytime the customer has to check out following the same process. Can a option be given to reorder from the past orders?

    • Display your zoho contact name when they call your mobile number

      As per the title If a contact calls the office number, the contacts name shows on mobile as long as I have their contact details registered in my crm. Is there a way that if the contact calls my mobile, their name can be displayed? Currently just their number shows when they call.

    • US to EU Data Migration done / Workflows and Custom Functions stopped working

      Hello, I need help to restore my workflow rules and custom functions to work. My data was transferred from the US to the EU (Data center migration). Now all Workflow Rules and Custom Functions not working. I have no idea how to restore them to work again.

    • Custom view for Milestones

      Hi, Just an idea for the future... would it be possible to create custom views for the Milestones view under Work Overview ? I usually need to look at this view filtered by project group but the filter doesn't remain when navigating away. A custom view

    • Email an Invoice from API

      When calling the API to email an invoice, it seems it does not actually send it. Below is a screen shot where I used an API call for the bottom record, and it updated its' status to "Due Today", but no email was actually sent. The top record, I hit the

    • How to delete Email Sent From CRM from Contact Records

      I can't figure out how to delete email sent form CRM from contact records. Can you please advise? 

    • Recurring Events Not Appearing in "My Events" and therefore not syncing with Google Apps

      We use the Google Sync functionality for our events, and it appears to have been working fine except: I've created a set of recurring events that I noticed were missing from my Google Apps calendar. Upon further research, it appears this is occurring

    • GDPR

      Hi , I'm checking out the HIPPA capabilities and at the moment I can see only three modules that can be selected to enable HIPPA Any idea how I can add additional modules such as customers? TNX David

    • "The data you have entered already exists" when trying to create contac@mydomain.com

      Hi all, Our domain is ananasjuicebar.com. Working as admin in the control panel: When I try to add the email account "contact@ananasjuicebar.com" I get the error: "The data you have entered already exists" I've tried creating a new user or creating a new group with this address associated. To my knowledge this address has never been added and I can also not find any reference to it. (Shopify used this address to send customer notifications BEFORE setting up Zohomail.) Any ideas? are there any restrictions

    • Is there a Kanban view of Tasks across all Projects?

      As the title indicates, I could use a Kanban view of my Tasks across my Projects. If it's there, I don't see it. If it isn't there, I'd like to submit this as a feature request. Thx.

    • CRM Deluge how can link attach file with workdrive file.

      Hi, We have create file at workdrive and would like to link to attachment at crm module by deluge. Right now can only upload it to attachment but can not link the file from workdrive. Thank you

    • Tropicalize Books

      Books is an incredibly powerful tool that works well in many countries. But I feel that it is a product that is not yet "tropicalized" for Brazil as we speak (this would be like adapting the local reality). We have many strong competitors who do more

    • Refund of a check distribution fee...

      I use cashiers checks, from my local credit union, to pay some bills very occasionally. They charge me a 5.00 fee for this service, but then refund me that same amount at the end of the month on my statement. How would I record this transaction in Zoho

    • Mail Outgoing blocked. Reason :Mail rate exceeded limit

      Hello, Please unblock my mail account: ser1@innspo.com Thanks

    • Zoho Creator Upcoming Updates - December 2024

      Hi all, We're excited to be back with the latest updates and developments on the Creator platform. Here's what we're going over this month: Deluge AI assistance Rapid error messages in Deluge editor QR code & barcode generator Expandable RTF and multi

    • Next Page