Using Zendesk dashboards in Cupenya is an excellent means of monitoring support performance, ensuring that the numbers important to hitting internal support targets are visible and transparent and that customer needs, be they internal or external, are being met. In addition, performance measurement of critical KPIs and SLAs are the first step to consistent improvement and optimization.
With Cupenya, you receive 5 pre-built dashboards:
On a day-to-day basis, you want to monitor things like workload, number of unsolved tickets in each priority category and per agent. Accessing this information at a glance during a workday can help your team make quick decisions about how to pace and distribute their work between each other.
KPI & SLA
When looking into improving the quality of customer service, measuring the performance of the ticket handling process is the obvious first step. To achieve this, Cupenya displays insights into average and median resolution time, and first response time. Each of those metrics are matched against an industry average to serve as a target your team should aspire to.
If you are looking into a strategic management report, you are able to see an extensive high-level overview of your Zendesk ticket handling. Overall numbers for submitted and resolved tickets, the size of your backlog, its inflow and outflow, as well as the average amount of interactions with a customer required to solve a case – all of these things can be found in the Quarterly Overview dashboard.
Individual Agent Performance
In order to keep tabs on how each individual member of your team is performing, you can check Cupenya’s dedicated Assignee & Group dashboard. Displayed there are reports on how many tickets each agent has solved in the last month, as well as individual ticket resolution and first response times.
Macro Usage and Benefits
Last but not least, Cupenya’s dashboard for Zendesk macros shows you how your team has been using macros to speed up the ticket handling process. One report shows which macros have been used the most and which ones are not being used at all over the last 30 days. A number of other reports show resolution and first response time comparison between tickets handled with macros and tickets handled manually.
In addition to these five dashboards, users are capable of defining reports based on any metric currently used in customer service. Customizable dashboards can unlock the potential for things like tracking the performance of service for a single territory, of a range of products and services, or of different SLAs per ticket priority.
To make all of this even more useful, the data you observe in these Zendesk dashboards is not static. You are able to drill down into the data, explore and perform root-cause analysis, and identify the cases that drive your performance down. This knowledge is the greatest enabler to improvement in customer service.