Radar, a supplementary app to Zoho Desk, provides a quick overview of vital customer service stats. Using this compact app, both help desk managers/admins and customer support agents can easily manage workload and track performance anywhere, anytime from the convenience of their mobile devices.
Radar provides stats related to various critical areas, including ticket resolution time, customer happiness, live traffic, and individual agent stats. Each stat is updated in real time and displayed on a dedicated screen on the app, providing specific insights that lead to effective decision-making. While managers/admins can view these stats for all agents, agents can view only those pertaining to themselves.
For instance, a help desk manager can begin their day at work by loading Radar, checking the stats for the previous day, and then proceeding with assigning tickets to agents. On the other hand, an agent can do the same to estimate their workload and prioritize the tickets they need to resolve. Similarly, at the end of the work week, managers can check the stats for the week gone by to get a comprehensive view of the help desk's performance.
Below are the different screens present in the Radar app:
- Live Traffic
- Channel Traffic
- Current Stats
- Response Stats
- First Contact Resolution
- Agent Status
- Customer Happiness
- Exception Alerts
- My Stats
Live Traffic: Displays the number of incoming and outgoing conversations sent and received in a specific period. You can also filter traffic by a specific agent on this screen, to check their workload. If an agent seems to be receiving more tickets than they can possibly handle, you can regulate their workload by assigning some incoming tickets to a different agent.
Channel Traffic: Displays conversation traffic (incoming and outgoing responses) according to the channel of origin. On this screen, you can filter channel traffic handled by a specific agent, too.
Current Stats: Displays the total number of open tickets and their breakup into overdue and unassigned tickets. This data helps you in prioritizing the tickets that need quick intervention and resolution. Additionally, agents can access tickets and perform all ticket-related activities, such as replying, commenting, updating, and closing tickets from this screen.
Response Stats: Displays the average time periods taken for sending the first response to a ticket, sending subsequent responses to customer replies, and resolving the ticket completely.
First Contact Resolution (FCR): Displays the number of tickets resolved in the very first response to the customer. The ratio of total closed tickets and FCR closed tickets provides an insight on the nature of the customer question and the agent's efficiency.
Agent Status: Displays all users who are part of the help desk, along with their availability status. Tapping the image of an agent on this screen opens the agent's detail screen, which displays individual information, such as their ticket stats, customer satisfaction rating, contact details, and department.
Customer Happiness: Displays the overall customer happiness stats of the help desk over a specific period. This information helps identify both satisfactory interactions and areas for improvement.
Feeds: Displays the different interactions happening within the help desk. This information helps you stay up-to-date with the conversations going on and intervene where required.
Exception Alerts: Displays alert messages that are triggered when deviations occur in pre-defined standards for customer service stats. For instance, you can configure Radar to send you an alert message when the customer happiness rating goes below 85% or if the Average Handling Time of tickets exceeds the standard time set. This functionality helps you identify any bottlenecks in your support operations and take corrective action where necessary.
Setup: Helps you customize the app by letting you choose the stats you want to monitor and the stats for which you want to receive exception alerts. Other options that you can set in this screen include the color theme for the app, default reply mode for tickets, and filters to be applied for each stat.
My Stats: Displays an overview of your individual stats, which include happiness rating, number of overdue tickets, on hold tickets, open tickets, and tickets that are due in one hour.
We hope the app helps you go from providing good customer support to great customer support.
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