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KPI, or Key Performance Indicator, is a measurable value used to track and assess the progress of organizational or individual goals. KPIs focus on the most important performance factors that reflect progress and the achievements over time. By regularly monitoring these indicators, organizations can identify bottlenecks, address challenges, and optimize performance.
Monitor team performance against defined goals
Identify areas that need improvement by comparing metrics between two periods
Improve customer satisfaction by analysing bottlenecks
Align goals with organizational objectives
Adherence to service level agreements (SLAs)
KPI dashboard has four components:
These cards can be divided into two categories:
Non-target components - Metric Card and Comparison Index
Target-based components - Bullet Chart and Dial Chart
1. The Metric Card is best used when you want a quick overview of any measurable metric such as total sales, the number of tickets, average resolution time etc.
2. The Comparison Index can be used to compare current values against another value or a benchmark, such as last month’s performance or a predefined target. It's designed to showcase percentage changes, increases, or trends, helping to identify performance shifts over time and understand growth, decline, or progress toward a specific goal.
For example, you can compare the number of tickets received in the current fiscal year to the previous fiscal year. A reduction in the number of tickets received is generally encouraged, as it indicates fewer customer complaints.
Another example is the customer response rate. Not all tickets that are closed may receive a response from the customer. However, receiving a response is encouraged, as it provides valuable feedback on the effectiveness of the resolution method.
3. The Bullet Chart is great if you want to track goal achievement in real-time. It's especially useful for measuring revenue and a team's performance towards a fixed value.
For example, if you want to optimize the time every agent spends on a ticket, you can set a target value and monitor the actual time taken by the agents to resolve the ticket. In the image below the actual time spent on the ticket is 01:50 minutes and the target is 5:00 minutes, which indicates a good performance .
4. Dial Charts are similar to Bullet Charts, with the same concept of target-based components but a different visual representation.
First Response Time (FRT): The average time taken by the agents to send first response to the ticket.
Resolution Time: Time taken to resolve tickets.
Resolution Rate: Percentage of tickets resolved compared to the tickets created.
Tickets Resolved: The number of tickets successfully closed within a specific timeframe.
Agent Performance: Indicators on how agents perform, such as the number of tickets resolved, number of tickets reopened, and number of tickets with good customer happiness ratings.
To create a KPI card:
Navigate to the Analytics module in your Zoho Desk.
Click + to add a dashboard.
In the Add Dashboard page, enter the Dashboard Name and Description, and select your Dashboard Folder.
Click Add Components.
Select KPI Cards from the top panel.
Select the Metric Type from the left panel:
Metric Card
Comparison Index
Bullet Chart
Dial Chart
Enter the following details for the component:
Give your KPI Card a Component Name.
Select a Module for which you want to measure the KPI.
Tickets
Contacts
Accounts
Knowledge Base
Products
Activities
Tasks
Calls
Events
Time Entry
Select a Related Module from the same list above, if needed, to combine the data and create a metric.
Select the Column to evaluate the metrics data. This column data will vary from module to module.
Choose the aggregation type; this determines how you want to calculate your metrics.
Maximum
Minimum
Sum
Average
Select a Column for the Filters. The values will be auto-populated based on the column selected.
Select fields under Advanced Filters to measure KPI only for specific records.
Click Add to save the KPI Component.
You can measure the performance or target progression by creating KPIs for specific period.
For example, you can measure First Response Time (FRT), which is an average time taken to send the first response to a customer query every month.
Ticket Resolution Time, which is the average time taken to resolve customer tickets completely to measure resolution time for individual tickets to identify anomalies.
To set duration for each component:
Navigate to the Analytics module in your Zoho Desk.
Click + to add a dashboard.
Give your Dashboard a Name, Description, and Select Dashboard Folder.
Click Add Components.
Select KPI Cards and choose the card type.
Fill out other components details.
Under Filter Based On, select Duration.
Year | Quarter | Month | Week | Days | |||
Previous Fiscal Year | Previous Fiscal Quarter | Last month | Last 2 Months | Last week | Yesterday | Last 7 days | Next 7 days |
Current Fiscal Year | Current Fiscal Quarter | Current month | Last 3 months | Current week | Today | Last 30 days | Next 30 days |
Next Fiscal Year | Next Fiscal Quarter | Next month | Last 6 months | Next week | Tomorrow | Last 60 days | Next 60 days |
Current And Next Fiscal Year | Current And Next Fiscal Quarter | Last 12 Months | Last 90 days | Next 90 days | |||
Last 120 days | Next 120 days | ||||||
Last 180 days | Next 180 days |
Duration 1 | Duration 2 |
Today | Yesterday |
Current week | Previous week |
Current month | Previous month |
Current fiscal quarter | Previous fiscal quarter |
Current year | Previous year |
Yes, since each department's objectives and data vary, KPIs can be created for each department. When creating a KPI, you can select a module, apply filters, and set criteria that are relevant to the department.
The saved KPI dashboards can be accessed from the Analytics module. To view KPI component
Other Metrics: Metrics like Static Reports, Ticket Reports, Article Reports, Activity Reports, and Product Reports are system defined metrics that are designed to analyze overall performance. These reports come with built-in X-axis and Y-axis data, providing structured insights on common metrics such as Open Tickets by Status, Average Time Per State, and Average Handling Time.
KPIs (Key Performance Indicators): KPIs are user-defined metrics that focus on tracking performance goals of a business, individual, or team. Unlike predefined metrics, KPIs are manually created to align with specific objectives, with more personalisation.
Yes, KPI reports can be exported as a pdf file and downloaded. The PDF can be shared with others within or outside the organization.
To export a KPI report
KPI metrics display real-time data, therefore the components update automatically whenever an action is performed or a change is recorded by the system.
No, KPIs only provide a a visual representations of the metrics to help you monitor the progress an individual or a team is making toward the target. Notifications or alerts are not sent if the target is unmet or met.
Targets can be set in Bullet Charts and Dial Charts that provide a visual representation of progress toward achieving a specific target. For example, a target to resolve 50 tickets in a month or monitor an increase or decrease in the response time.
There are two ways in which the target can be set:
Constant - A fixed value that remains unchanged unless you manually update the KPI card. For example, for a weekly target to resolve 50 tickets, 50 remains a constant value for every week.
Previous period value - The comparison will be made against the previous period. For example, increase or decrease in response time in last month vs. this month. Based on the selected duration, the previous period will be calculated. Comparison can be drawn to the current month, week, year, fiscal quarter, or year.
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