Today's insights for your helpdesk : Fresh Tech Africa

This feature is available only to select accounts. If you are an Estate or Forest customer and would like to enable it on your account, please write to [email protected].

The Insights pane on the Reports tab helps you analyze the performance of your helpdesk support on a daily basis. This pane is accessible if you are a Supervisor or an Admin who has access to the Reports tab. The cards in the pane provide a quick view of what's going well with your support team and what the outliers are in your metrics, to help you identify troublesome trends at a glance.

For example, if you were to look at the number of resolved tickets in your helpdesk on the Insights pane, a percentage change lower than the threshold (indicated in red) would signal to an Admin or Supervisor that the team could use help. A percentage change higher than the threshold (indicated in green) for the same metric can help the Supervisor identify what factors help the team achieve improved performance.

If you'd like to see a detailed drill-down of all these metrics, you can find it on the Helpdesk In-depth report.

What is an outlier?

An outlier helps you identify any significant problems with key metrics in your helpdesk.

A threshold is defined based on the variation from the set average for the particular metric. It also indicates how much change on a particular metric makes it an outlier. The degree of change is in comparison to the previous day.

Here’s an example of an outlier, the first card displays the number of tickets received today which is 520, and also indicates that it is 99% higher when compared to the previous day.

Customizing your thresholds

The Customize option on the Insights pane lets you modify the threshold value and also choose which Group or Product the threshold should apply to.

As an example, Supervisors can set a threshold for the Average first response time of agents in their Group. Once you customize it with a threshold, the card shows up on the Insights pane when either the average first response time of the group is better than the threshold or when the threshold is breached by the group. This helps Supervisors assess the performance of a particular group and reward or problem solve as the case may be.

To get started, click on Customize on the top right portion of the Insights pane

Configure the Compare Agents card to monitor the Average first response time of the agents in your group.

Here’s how the card reads to inform Supervisors about the change:

This can give you an idea of how many agents potentially need more guidance or if there is a more deep rooted problem that needs your attention as a Supervisor. Running the Agent performance report in this case can also give you more information about what the problem may be.

For Admins of multiple groups:

Configure the Compare Two Groups card to compare the Average first response time between two similar groups. This helps Supervisors with information about whether SLA's are being met. If the threshold is violated it will be displayed in the Insights pane on the Reports home page.

Here is how the card reads:

To drill further down, you can run the Group performance report

A quick guide to choosing the threshold for all the metrics:

To get your team started, we've included default thresholds for all the metrics. While we included some non-zero defaults for thresholds as a guideline, we recommend that you customize these numbers so the Insights pane is relevant to your business.

Here's how you can customize the insights you see:

Go to Reports tab on the left panel > Helpdesk Analysis > Helpdesk In-depth report.
Run the Helpdesk In-depth report for a day to know how your team has performed. This would help you determine your thresholds and outliers.
Make sure you choose the right filters (Group and Product) in the Helpdesk In-depth report for each metric.
Go to Reports tab > Customize on the top right corner.
Hover over a metric and click on Edit to change its threshold.

Fill in the threshold based on the analysis from the Helpdesk In-depth report, in the corresponding pop-up.
Filter it further by choosing a specific Group and Product. Hit Save once you are done.

Note: The Insights feature refreshes in sync with reports. The refresh rate is based on the plan you are currently on. The refresh rates are:
Forest, Estate and Garden - every 1 hour
Sprout and Blossom - every 24 hours

This feature is available only to select accounts. If you are an Estate or Forest customer and would like to enable it to your account, please write to [email protected]

The Insights pane on the Reports tab helps you analyze the performance of your helpdesk on a daily basis. This pane is accessible if you are a Supervisor or an Admin who has access to the Reports tab. The cards in the pane provide a quick view of what's going well with your support team and what the outliers are in your metrics, to help you identify troublesome trends at a glance.

If you'd like to see a detailed drill down of all these metrics, you can find it on the Helpdesk In-depth report.