What are the business metrics available for the insights?
Raiseaticket provides a range of business metrics with detailed data visualizations, making it easy to track Key Performance Indicators (KPIs) and monitor trends over time. These insights help organizations evaluate and optimize their helpdesk performance.
Key Metrics for Helpdesk Insights
Resolved Tickets - Number of tickets marked as resolved, including tickets that were later reopened.
Unresolved Tickets - Total number of tickets still in progress or awaiting resolution.
Resolved within SLA - Tickets resolved within the agreed Service Level Agreement (SLA) timeframes.
Resolved outside SLA hours - Tickets resolved after exceeding SLA-defined resolution times.
Resolved without Response - Number of tickets resolved without any replies from agents.
SLA breaches - Tickets that remain unattended or unassigned after SLA timeframes have been breached.
First Response Time - Time elapsed between ticket creation and the first reply from an agent.
Agent Replies per resolution (Outbound) - Total number of replies agents send to resolve a ticket.
Customer replies per ticket (Inbound) - Total number of messages sent by customers on a ticket.
Ticket Views - Number of times a ticket is viewed by agents.
Time tracked
- Total time an agent spends actively working on a ticket, calculated based on:
- Time spent in detailed ticket views on active browser tabs.
- Time in edit mode, replying, or adding notes.
- Note: Time is aggregated only from active tabs.
Resolution Time
- Total time from ticket creation to its final closure, including time for reopened tickets.
- Faster resolution times contribute to higher customer satisfaction.
Why These Metrics Matter
These metrics provide comprehensive insights into your helpdesk's operational efficiency, agent performance, and SLA compliance. By analyzing these KPIs, you can identify areas for improvement, reduce response times, and enhance the overall customer experience.
Optimize your business performance by leveraging these actionable insights with Raiseaticket.
