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Checking the Stats of Your Helpdesk

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Keeping track of Helpdesk metrics is an essential way to improve the success of your Customer Service. Kartra provides analysis of how your Helpdesks are performing.

From number of new tickets to number of agent responses, Kartra provides a detailed look into the metrics of your Helpdesk. This data can be used to help you decide how you will improve your customer service going forward.

How do we check the data?

Helpdesk Analytics

Helpdesk analytics are located by going under My Helpdesk on the left sidebar (Marked #1 Below), then Analytics in the upper menu (Marked #2 Below).

 

HelpDeskAnalytics-1.png

 

Here you are presented with the performance of your Helpdesks. Below you will see a graph with the most recent data captured from your tickets and chats. The graph populates data, by default, within the Last 30 Days. However, you can use the filters above the chart to tailor the display to present the specific data you would like to see.

Filtering Data

From the top row, you can filter the data for your Analytics by choosing a Helpdesk (Marked #1 below), Department (Marked #2 below), and Staff Account (Marked #3 below).

Also, you have the Time filters. You can choose a predefined time frame from the third drop down menu (Marked #4 below). You also have the option to enter a specific date range by:

  • Clicking the Advanced Filter icon.

  • Select a date range in the fields that popup (Marked #5 below).

  • Click the blue Go button (Marked #6 below) to generate the results.

In the graph, you have the option to show data from Tickets or Live Chat.

 

 

You can also isolate, or compare, the trend of New Tickets, Agent Responses, or Avg. Response Time. To do so, ensure that the corresponding bubble at the bottom is checked and the other bubbles are unchecked (Marked #7 above).

Customer Satisfaction Data

While the graph provides a visual of your Help Desk’s performance data, the chart below it provides you with a glimpse of how your customers are responding to the helpdesk. Each chat session, or ticket created, gives the customer the opportunity to rate the experience (good or bad). The data below shows the overall customer satisfaction as well as a breakdown of each agent’s customer rating.

 

HelpDeskAnalytics-3.png

 

In addition to this, customers can rate your articles. Your Helpdesk analytics displays the best and worst rated articles. This will help you determine which articles to promote and which to reboot.

 

 

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