1. Average solution time
As the name suggests, average resolution time provides information about the time it takes employees to resolve an issue. Why is this performance metric useful? Customers, not surprisingly, prefer a quick resolution to a slow one. Quick resolutions also lead to savings in employee costs.
However, in combination with other statistics, the average solution time is even more meaningful.
For example, if you compare this time to the retention rate, you may find that faster resolutions lead to higher revenue. Let's say a 10% reduction in resolution time leads to a 20% increase in retention rate. Since a better retention rate leads to higher revenue, this can justify hiring new customer service representatives.
Most help desk software solutions have a feature for generating average resolution time reports, as is evident in many of the most popular top 20 help desk software options , but this is something to look into. Some providers do not include this feature at all pricing levels, and others require you to be able to code yourself to get this report.
And the level of detail varies too. Some programs show the resolution time for canada telegram data each employee, but others only break down an average for the entire team. For meaningful information, you should use software that shows the average resolution time per employee in the system's dashboard.
2. Tickets sorted by medium/channel/source
Not all software is the same – and help desk tickets also vary greatly.
ROI is the best metric to use when prioritizing incoming tickets. In other words, tickets that generate the most revenue should be resolved first. This approach may require a change in mindset from customer service agents, who are likely to tend to resolve simple issues first, thus achieving a good average resolution time.
But how do you know which tickets are generating the most profit? One way to find out is to group by inbound channel and then look at the average retention of customers who choose that channel.