Getting Help Desk Insights

Get insights into the performance of your customer support team with Help Desk Insights.

Ruba

4 Dec, 2024 - Updated 4 months ago

Introduction

Wish to know how your support team is handling customer cases?

Get all important metrics such as the number of backlogs, violated and escalated cases, SLA performance, and more with Help Desk Insights.

It is the one-stop destination to get a summary of your support team’s progress.

Help Desk Insights consists of widgets that display information in charts. Each chart shows a specific set of data related to the support team’s performance.

This feature is beneficial for support team managers and supervisors, who can get all the insights in one place.

Accessing Help Desk Insights

Follow these steps to view Help Desk Insights:

Log in to your CRM account.
Click the Main Menu.
Go to the Help Desk.
Select Help Desk Insights.

Feature Availability

	Help Desk Starter	Help Desk Professional	Help Desk Enterprise	All-in-One Professional	All-in-One Enterprise
Feature Availability
Help Desk Insights	-	✓	✓	✓	✓

Note: Help Desk Insights is not available in any of the Sales editions.

Widgets Available

Help Desk Insights is divided into two parts:

Real-Time Metrics - These are the crucial metrics important for a support manager, such as violated and unresolved cases. Support managers can use this data to take necessary actions.
Historical Metrics - Historical metrics show data gathered over a period of time, such as an agent’s performance from time A to time B, average first response time, etc. You can also filter the data based on time.
Pendency Report - These help Support Managers get insights into cases assigned by group and their ages and to view if particular groups are lagging behind.

Widgets: Real-time metrics

Widget	Description
Violated Cases	Shows the number of cases that have violated the SLA
SLAs Due in	Shows the number of cases that are due in 1, 6, 12, and 24 hours based on SLA
Unsolved Cases	Shows the number of unresolved cases
Agent Load	Shows the number of cases each support agent is handling. You can filter the chart by agent name
Channel	Shows the number of cases grouped by the channel through which they have come in, such as Phone, Email, etc
First Response	Shows the average time taken to send the first reply to a case
Case Age (H)	Displays the average case age in hours, categorized based on status. This helps you analyze the average time a case stays in a specific status and the average time taken to resolve it

Note: You can view the list of cases by clicking on the chart in each widget.

Widgets: Historical metrics

Widget	Description
Case Backlog	Number of cases that are yet to be resolved, grouped by case Status
Case Age	Shows the average age of all of the cases in Hours
First Response Time/Resolution Time	Shows the average first response time and case resolution time in hours
SLA Performance & Survey Response	Shows the SLA fulfillment rate and the customer satisfaction survey response rate
Agent Performance	Depicts the performance of support agents using important metrics such as case count, average response time, survey response, etc. You can filter the chart by group or user

Handy Hint

Most charts show data that are grouped by multiple aspects. For example, the Case Backlog is grouped by different case statuses such as New, Assigned, Open, etc. If you do not want to view the data on Open cases, you can simply click on the label provided at the bottom.

In the screenshot below, ‘Open’ is greyed out because the chart is not displaying data on Open cases.

Filters in Historical Metrics

Help Desk Insights allows viewing the historical metrics filtered by time. The filters that you set are applied to all the charts/metrics.

You have the following filters:

Depending on your selected option, you can view today’s metrics, last month’s metrics, etc.

Follow these steps to use the filter:

Log in to your CRM account.
Click the Main Menu.
Go to Help Desk.
Select Help Desk Insights.
Click the date range shown on the top right side of the page.
Select an option.
Click the Apply button.

Note: You can also filter the charts by Day, Week, or Month. Click the button on the top right corner of the page to do so.

Actions Available on Widgets

Below are the actions you can perform on a widget. However, not all actions are available on all widgets.

Action	Use
Refresh	Click to refresh the widget data.
Full Screen	Click to display widget data in full-screen.
Print	Click to print widget data.
Save as Image	Click to save widget data as an image in PNG format.

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