How can Radar help make better decisions related to customer support operations?

How can Radar help make better decisions related to customer support operations?

Which insights in Radar can help me manage day-to-day traffic/ticket flow? 

Radar offers a multitude of insights that can help monitor and manage your every day support activities in Zoho Desk.

The different insight screens available in Radar are as follows:
  1. Live Traffic - Displays the number of incoming and outgoing responses received and sent over a period of time.
  2. Channel Traffic - Displays the number of incoming and outgoing responses received and sent across all channels and in a single channel.
  3. Quick View - Displays tickets grouped according to different conditions.
  4. Daily Trend - Displays the number of open, on hold, and closed tickets recorded every day over a period of time.
  5. Current Stats - Displays the number of currently open, on hold, overdue, and unassigned tickets.
  6. Agents - Displays the availability status of agents. 
  7. Customer Happiness - Displays the average customer happiness rating recorded over a period of time.
  8. Feeds - Displays ticket-related interactions between agents and updates on activities taking place in your Zoho Desk portal.
  9. Dashboards - Keeps track of and displays vital customer support stats. 
  10. Average Handling Time - Displays the average time taken to send the first response, subsequent responses, and to resolve tickets.
  11. First Contact Resolution - Displays the percentage of tickets resolved in the very first response to a request.

How can I identify the busiest time of the day in my help desk? 

Live traffic refers to the number of incoming and outgoing ticket responses received and sent from your help desk over a period of time. This insight helps you identify the busiest hours of your support operation.

After identifying your busy hours, make sure that more agents are active during those periods.

To access the Live Traffic screen, perform this step:
  1. On the bottom bar of the app, tap Menu ) > Live Traffic ).
You can view the traffic recorded on the: 
  1. Present day
  2. Previous day 
  3. Last 24 hrs
  4. Last 7 days
  5. Last 30 days
Additionally, you can also view the live traffic stats of individual agents to monitor and manage their workload.

To view an agent's live traffic stats, perform the following steps:
  1. On the upper-right side of the Live Traffic screen, tap the filter icon (  ).
  2. Tap the display picture of the agent whose live traffic you want to view. 
    The name of the agent appears under the live traffic banner. This indicates that you 
    are viewing the particular agent's live stats.

How can I identify the channel through which customers raise requests the most?

You can identify the channel your customers use the most, through the Channel Traffic insight. This screen displays the number of incoming requests and outgoing responses going through each channel. By analyzing these numbers, you can identify the busiest channel and assign agents accordingly.

For instance, if 50 percent of the tickets you receive are via phone, then you can assign more agents to handle the phone channel.

To access the Channel Traffic insight, perform this step:
  1. On the bottom bar of the app, Tap Menu (  ) > Channel Traffic (  ).
Here, you can see the number of incoming requests and outgoing responses made through each channel.
  1. To view incoming requests only, tap Incoming.
  2. To view outgoing responses only, tap Outgoing.

To view the channel traffic stats of a particular agent, perform the following steps:
  1. On the upper-right side of the Channel Traffic screen, tap the filter icon (  ) . 
  2. Tap the display picture of the agent whose channel traffic you want to view. 
    The name of the agent appears under the channel traffic banner. This indicates that 
    you are viewing the particular agent's channel traffic stats.

Where can I check the number of requests resolved every day? 

You can find the number of requests resolved every day, using the Daily Trend insight. This insight shows the number of open, closed, and on hold tickets recorded each day over a period of time.

To access this insight, perform this step:
  1. On the bottom bar of the app, tap Menu (  ) > Daily Trend (  ).
You can see the daily trend for the following periods: 
  1. Last 7 days
  2. Last 30 days
  3. Current week
  4. Last week
  5. Current month 
  6. Previous month
You can also view the trend of open, on hold, and closed tickets separately by tapping their respective labels.

To know the number of requests resolved every day, perform this step:
  1. Tap the bar graph corresponding to the day. 
    The number of open, closed, and on hold requests are displayed under the date 
    on the X axis.

Where can I check the number of overdue tickets an agent has at the moment? 

You can find out this number using the Current Stats insight. This insight displays the number of open, on hold, overdue and unassigned tickets, and their breakup into unassigned overdue tickets and unassigned tickets that will be overdue in an hour. 

To access the Current Stats insight, perform the following steps:
  1. On the bottom bar of the app, tap Menu ) > Current Stats ).
  2. On this screen, you can filter the stats by agent or by channel. Further, you can also perform ticket actions from this screen.

Where can I find the number of tickets that were resolved in the very first contact with the customer? 

The First Contact Resolution (FCR) insight displays the percentage of tickets resolved in the very first response to the customer.

To access this insight, perform this step:
  1. On the bottom bar of the app, tap Menu ) > FCR (  ). 
    The number of tickets resolved in the first response is displayed on the lower-left side.

To filter this insight by agent, perform the following steps:
  1. On the upper-right side of the FCR screen, tap the filter icon (  ).
  2. Search for and tap the display picture of the agent. The FCR tickets of the agent are displayed.

To filter this insight by channel, perform the following steps:
  1. On the upper-right side of the FCR screen, tap the filter icon (  ).
  2. Choose a channel. The FCR tickets recorded in the channel are displayed.

Where can I view the requests that received negative feedback from customers?

Customer Happiness Rating is an indicator of how satisfied your customers are with the support you provide. 

To access the Customer Happiness Rating insight, perform this step:
  1. On the bottom bar of the app, tap Menu  (  ) > Happiness (  ).
The average Customer Happiness Ratings of your help desk is displayed, along with the requests corresponding to each rating. 

To view the happiness rating of an agent, perform the following steps:
  1. On the upper-right side of the happiness rating screen, tap the filter icon (  ).
  2. Tap the display picture of the agent whose ratings you want to view. 
    The happiness rating of the agent appears.

Is it possible to find out the average time that my agents take to resolve a ticket?

Yes, you can do so using the Average Handling Time (AHT) insight, which is one of the most important performance indicators for agents. A short AHT along with a good happiness rating denotes that the agent is efficient in their work. Therefore, agents must strive to maintain a short AHT without compromising on the quality of their service.   

To view the AHT of your help desk, perform this step:
  1. On the bottom bar of the app, tap Menu ) > AHT ). 
    The AHT is displayed. Besides AHT, the time taken to send the first response and the time interval between successive responses are also displayed. 
To view the AHT of a particular agent, perform the following steps:
  1. On the upper-right side of the happiness rating screen, tap the filter icon (  ).
  2. Search and choose the agent whose AHT must be displayed. 
    The AHT of the agent appears.

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