Desk

8. Help Desk Tools to Measure Agent Performance

Among the many help desk tools that we offer, Business Insights lets you create visually-appealing, out-of-the-box reports to evaluate your customer's experience in real time. Capture and organize data, create actionable intelligence, and reveal the health of your system. View and analyze activity, identify trends, and evaluate Agent productivity and performance. When you look at data in fresh, new ways, you can provide insights that lead to improvements in customer support and make better business decisions for your entire company.

Key benefits of help desk tools:

• 12 pre-built reports for popular metrics such as: Average Handle Time, Time to First Response, and First Contact Resolution
• See how many cases Agents opened, resolved, replied to, reassigned, or reopened—regardless of who the case was assigned to
• Report and track customer service activity by case status, and filter by time, Agent, channel so you can better serve your customers
• Connect your help desk support team with actionable insight
• Chart use labels to categorize customer support activity
• Spot trends and areas for improvement when you look at data in fresh ways
• Identify cost savings, monitor improvement programs, and evaluate staff
• Uncover hidden opportunities for breakthrough improvement