Track individual and team performance with essential KPI metrics

Track individual and team performance with essential KPI metrics

Hello everyone,

Dashboards provide both real-time overviews and detailed summaries of important business data that support strategic analysis, planning, and decision-making. They provide a snapshot of the team's progress resolving tickets, performance of the blueprint, SLA adherence and violations, response time, and more. 

Dashboards display the patterns and trends in tickets, channels, and happiness rating data, which are crucial for a customer support team to understand. 

Read more about Dashboards. 

In order to provide an option to track and monitor an individual's or teams performance we have added KPI cards under Dashboards.

What is a KPI card?

KPI (key performance indicator) cards are crucial for tracking key metrics such as first response time (FRT), agent performance metrics, or cost per ticket, that help monitor an individual's or team's performance. 

We have introduced the following four KPI cards: 
  • Metric Cards
  • Comparison Index
  • Bullet Chart
  • Dial Chart


KPIs can be useful for a business to:
  • Identify the areas of improvement
  • Get an overview of the agent and team's performance
  • Track individual or team progress
  • Monitor target completion
  • Compare progress or decline 
Business scenarios

Track productivity and effectiveness of monthly outbound calls 
Support leads can use a metric card to monitor the monthly outbound calls made by agents. It helps to understand how productive each agent is, if calls are being handled effectively, whether multiple follow-ups are required to resolve tickets, and ultimately, if customers are getting the right solutions.



Compare monthly workload
The comparison index card is used to identify and compare the difference between two values.

For example, if a manager wants to compare the tasks completed by an agent in the current month against the previous month, they can use the comparison index card to view the percentage difference. 



Monitoring ticket closure targets 
The bullet and dial chart provides a visual representation of the data by comparing the actual value against a target.

There are two target types that can be set during chart creation:
  • Constant value 
  • Previous period value 
If the support team has a target of resolving 50 tickets in a month, the manager can set the target as 50, select Constant Value, and monitor the weekly progress using the bullet chart or dial chart. 



If Previous Period Value is selected, then the data will be compared against the number of tickets resolved in the previous week, month, fiscal quarter, or year. The visual representation makes the data easier to understand.



Kindly refer to the help doc to learn more about KPI configuration. 

This feature is now available for all users across data centers. 

Regards,
B. Akshaya
Zoho Desk | User Education