- Select a Reporting Period from the drop-down menu in the upper-right corner.
- Click the individual stats block to view their data in the graph.
Select two or more stats block to compare their metrics.
- You can hover and click on the data points to see the daily figures for the metric.
Traffic analysis will display the percentage of tickets that were created from each of your support channels enabled in Zoho Desk. The donut graph will also show the count of tickets alongside each channel. Monitoring the ticket traffic will help you know whether your company has enough agents to cover demand per channel.
Average Ticket Reply Time
When your customer has a question, they want an answer. And most don’t want to wait a day or two for you to get back to them. So you must look at the amount of time it takes for your agents to respond and resolve tickets. The following metrics makes the most sense when monitored in your Zoho Desk:
First Response Time
It is the number of minutes (or hours) elapsed between the time a customer submits a ticket and the time an agent responds to the customer. Only the time it takes for a response after a ticket was first opened will be taken into account. Ideally, your first response time should decrease over time, as it has a direct impact on your customer happiness ratings.
Response time is the average amount of time it took for every agent response rather than for every ticket. Only the tickets whose responses were sent during the chosen period will be taken into account. It helps you figure out how long your customers wait for a response to all of their queries and not their first query.
This metric shows the average amount of time it takes for your agents to resolve a ticket after it has been opened. The resolution time is counted from the moment the ticket is created to the moment the ticket is marked as closed.
This widget will display the percentage of customer satisfaction achieved by your customer support team. It will also display the percentage of each rating (positive, neutral and negative) along with the total ratings received. You can track the performance of your support team as you select different reporting periods from the drop-down menu.
Formulas for reporting are calculated as follows:
First Agent Response Time = Duration between the very first Agent Replied time and the latest time of ( ticket assigned to that agent/the earliest customer responded time which is yet to be replied) - Duration of the ticket in Closed status and On Hold status.
First System Response time = (Duration between earliest customer responded/ticket opened time and very first agent replied time) - Duration of the ticket in Closed status.
Agent Response Time = Duration between the Agent Replied time and the latest time of ( ticket assigned to that agent/the earliest customer responded time which is yet to be replied) - Duration of the ticket in Closed status and On Hold status.
System Response time = (Duration between earliest customer responded/ticket opened time and agent replied time) - - Duration of the ticket in Closed status.
System Resolution time = Ticket closed time - ticket created time - Duration of the ticket in Closed status.
Agent Resolution time = Agent ticket closed time - ticket assigned to that agent - Duration of the ticket in Closed status and On Hold status.
Team Resolution time = Team ticket closed time - ticket assigned to that time - Duration of the ticket in Closed status and On Hold status.
Request assignment = System time - Agent time
Average handling time = Total time taken by agent for handling tickets / no of tickets handled by agent
Response violation = Agent replied time - Response due date
Resolution violation = Ticket closed time - Due date
Response SLA succeeded time = Response due date - Agent replied time
Resolution SLA succeeded time = Due date - ticket closed time.