How to evaluate the support service?

First, we will evaluate the situation as a whole for all support (tab general statistics).

Workload by the hour is the metric that will help you optimally distribute operators among shifts. Evaluate whether you have enough operators during peak hours of calls and whether it is possible to reduce their number when users almost do not write. This will help speed up customer response times, reduce rush hour workloads and optimize operator costs during low-activity hours.

Response time is one of the most important metrics. If you respond slowly, customers can leave without waiting for an answer and be disappointed in your support (which increases the number of missed questions – when the operator gave an answer and the user has not read it already). Reducing the response time is not so simple, for this it is necessary to optimize the processes in the support service. For example, introduce the first line, which will sort questions and write to clients that help will come soon.

The remaining metrics show the full picture of the work of your department, but do not affect the decisions made (if you act on the basis of some other metrics, write to us, we will gladly add them to the user case).

What does a Service Desk Analysts do?

The tab for operators shows the statistics of individual operators. This helps to evaluate their load (the column “participates in questions”) and the success of their work (“resolved issues”, as well as if the operator has a lot of missed and unanswered dialogs, he obviously can’t cope).

And channel statistics . See the distribution of dialogs by channel. For example, you set them up by departments – then you can evaluate the success of processing calls by specific departments. Or messages from different sources (mail, social networks, Yandex.Dialogues) get into your channels – then they will show the effectiveness of this particular channel.