Measure Agent Productivity with Zendesk Metrics
How can you measure agent productivity in Zendesk?
Measuring agent productivity in Zendesk is crucial for optimizing workflows and making informed decisions. Key metrics include tickets per agent by day/week/month, tickets per agent per channel, and time tracking metrics.
Tracking these metrics helps ensure workload distribution is even and identifies top performers. The Time Tracking app provides insights into time spent on tickets, allowing you to analyze performance and make necessary adjustments. Monitoring these metrics can guide staffing decisions, training needs, and knowledge base updates.
More related questions
How can business rules improve agent productivity in Zendesk?
Business rules, such as triggers and automations, can significantly enhance agent productivity by reducing repetitive tasks. Triggers are event-based and run immediately after a ticket is created or updated, while automations are time-based and run…
What are macros in Zendesk and how do they help agents?
Macros in Zendesk are a powerful tool that allows agents to perform a series of actions with a single click, saving time and effort. They can add responses, update ticket properties, and change ticket statuses, all at once. For example, if multiple…
How can keyboard shortcuts improve efficiency in Zendesk?
Keyboard shortcuts in Zendesk can significantly enhance efficiency by reducing the need for mouse activity, allowing agents to perform actions quickly. These shortcuts enable agents to update ticket statuses and perform other tasks without leaving…
How can custom ticket fields pre-qualify customer issues in Zendesk?
Custom ticket fields in Zendesk allow agents to gather essential information from customers upfront, reducing back-and-forth communication. These fields can be customized to capture specific details needed to resolve tickets efficiently. For…
What role do Zendesk apps play in enhancing agent productivity?
Zendesk apps extend the platform's functionality, offering additional tools to enhance agent productivity. These apps can be easily installed from the Zendesk Marketplace or custom-built for specific needs. A notable example is the free Time…
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