Viewing your Performance Scorecard - Zoho Desk Knowledgebase

Viewing your Performance Scorecard

The agent scorecard is a graphical representation of your performance in Zoho Desk. It consists of four informational tools to monitor your efficiency, service and customer support quality. Providing real-time visibility of across all support channels, it ensures that you have an accurate sense of performance and are aware when your KPIs are out-of-compliance.

By default, the scorecard will display information for the Last 7 days. You can customize the scorecard to view your performance over different time periods, including 'Last 30 days', 'Current week', 'Last week', 'Current month' and 'Previous month'.

These are the tools available on your scorecard:
  • Ticket Statistics
  • Response and Resolution Times
  • Happiness Ratings
  • Ticket Volume

Ticket Statistics
This tool displays the total number of open and closed tickets that are owned by you. A donut chart will indicate the various support channels through which the tickets were received. Each donut slice depicts a channel, and its size corresponds to its percentage share. You can hover the mouse pointer over a slice to view the number of tickets received through that channel and its percentage share.

      

Also, you can click the Tickets tab at the top of the page to see a complete list of tickets owned by you. You can use the drop-down to filter and view the Open and Overdue tickets.

Note:
  • The Open Tickets count will also include tickets that were created prior to the reporting period.

Response and Resolution Times
This tool displays your average response and resolution times in Zoho Desk. The ticker symbol displayed below the respective times, will help you assess how much better (  ) or worse (  ) is your performance when compared to the benchmark figures. The benchmark data is the average of all the agents in your help desk.

      

You can also view your average First Response time, which is the number of minutes (or hours) elapsed between the time a ticket was assigned to you and the time you took to respond to it.

Happiness Ratings
This tool will display the overall happiness score (i.e., the percentage of good ratings) as received from your customers. You can also see a break-up of the number of Good, Okay, and Bad ratings.

      

The ticker symbol below the overall score will help you assess how much better or worse is your performance when compared to the benchmark score. The benchmark score is the average rating score for all agents in your Zoho Desk. Also, you can click the Happiness Rating tab at the top of the page to view the ratings and the feedback received for each of your tickets.

Ticket Volume
This is a visualized trend graph that helps you to monitor your ticket flows over different time periods. The graph plots the number of closed tickets and backlog tickets owned by you in real-time. The blue line indicates the closed tickets while the red line is that of the backlogs. You can place your mouse pointer over the graph to see the total number of tickets for each day. You may monitor this chart for any spikes, in the backlogs pattern.

      

Besides the graph, the tool will also display the following performance parameters:
  • Tickets (Total): The total number of tickets that are owned by you at present. It includes both open and closed tickets.
  • Responses (Total): The total number of responses sent for the tickets that are owned by you.
  • Threads/Ticket (Avg): The average number of replies or agent responses per ticket.
  • Closed Tickets (Avg): The average number of tickets closed each day during the reporting period.

To access your performance scorecard:
  1. Click your Account Photo in the top-right corner of the help desk.
  2. Click your Name on the profile window.
    You can now view the Overview page of your scorecard.

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