Operational Metrics

Modified on Tue, 12 Mar 2024 at 12:30 PM

Purpose

Operational Metrics helps you track and understand the trends on case escalations, effectiveness of backlog reduction efforts and see if your response times are trending in the right direction.

Summary

Measure and Track your day in day out metric to understand your team performance. You can export an image of the main chart and the underlying data as a CSV.

Efficiency = Track Escalations, Backlog, Ticket activity
Response Time = Track case progress SLA based on First Response time, Followup time and Ticket Resolution time

Efficiency Tab

As with all of our analytics, make sure you select the correct time frame you wish to report on and check your Global Filters before starting your analysis. There are three tabs under Operational Metrics. They are:

Escalation tab
Backlog Tab
Case Activity tab

Escalation Tab

Tracks all cases and indicates the trend on Escalations, Likely to Escalate, Escalation Request trend. In the Escalations report, you can use:

Change the time interval from Daily, Weekly, Monthly, Quarterly

To download the raw data for the graph and select all the case metadata associated with it

Light dotted chart lines, compares the data of your selected timeframe to the same data from the previous time frame.

Escalation Trend Graph :

Likely to Escalate Trend Graph :

Escalation Requests Trend Graph :

Top 10 Agent with Likely to Escalate, Escalated and Escalation Request Cases.

Escalation Review Activity :

In this table, you could see the User engagement activity based on escalation review action like Acknowledged, Disagreed, Snoozed.

Escalated Case Data Graph:

Days Spent in Escalated State Graph :

Review how long cases are in the escalated state and review the cases in the longer escalated state to understand the customer health and customer state.

Days to Escalation Graph :

Determines the length of time cases took to escalate to identify factors indicating why the customer escalated after long duration.

Escalation Distribution by Day Graph:

Review escalation distribution by day to quickly identify which day of week cases escalate. Use this chart to quickly create a staff plan accordingly and periodically check for any process changes, if required.

Backlog Tab

Displays the trends for the Backlog cases. Again, with this chart, you can use:

Change the time interval from Daily, Weekly, Monthly, Quarterly

To download the raw data for the graph and select all the case metadata associated with it

Light dotted chart lines, compares the data of your selected timeframe to the same data from the previous time frame.

Backlog by Ticket Age Graph

In this Graph, we could see the how long cases are in open state and you could review the case directly from here.

Backlog by Priority Graph

In this Graph, we could see the case broken by Priority and you could review the High priority cases directly from here.

Backlog by Top 10 Agents Graph

In this Graph, we could see the Top 10 Agents cases in open state and you could review the case directly from here.

Backlog by Top 10 Agents (Age Split) Graph

In this Graph,we could see the Top 10 Agents cases in open state by Case age split and you could review the aged case directly from here

Ticket Activity Tab

Displays data related to the conversion happening on the cases. Cases can be shown based on created/closed/open state. Use this tab to identify cases that have more responder, high number of conversion, or high number case owners. You can also drill down to case outliers.

Response Time Tab

Determine the time frame and global filter you wish to examine and measure below metrics

First Response tab
Follow-up Tab
Ticket Resolution

First Response Tab

In the First response, you could view % of cases achieved the SLA target and First response by Priority.

Follow-up Tab

In the Follow-up, you could view % of cases achieved the Follow-up response time SLA target, Follow-up time by Priority and Follow-up time by Status

Case Resolution Time Tab

In the Case resolution, view the % of cases achieved the resolution time SLA target, Case resolution time by Product, Case resolution time by Priority and Case resolution time by status.

In all tab, you have an option to add a chart/change the view of chart to customize the charts as per your preference.

Additional Resources

Please refer to the below customer education video on Operational metrics to understand the use case better on using this data to drive your team.