Performance Analytics for Agents

Analysing your helpdesk and the resultant performance could be a tedious task where you have to download and use spreadsheet to jam up some complex formulas to prepare analytics and report for your stakeholders.

To make things easier for our users (admins, managers & agents) we have started series of roll out under the new feature analytics, which will offer intutive and useful analysis of your helpdesk and asset management.

As a first step we have launched Analytics for agents (analytics for managers & admins will be released soon). The analytics for the agents will help them understand their performance.

agent analytics report

Note for Administrators:

This feature has been enabled to all the agents.

Launch Details Release track:

Launching to both Rapid release and Scheduled release

Rollout pace: Immediate

Impact: All end users

Action: Change management suggested/FYI

Please feel free to get in touch with us in case of questions, support or help.

Ticket suggestions while creating ticket

While creating tickets agents have to mostly go back and forth to check for any similar or duplicate tickets. To avoid this we have introduced “Suggest Tickets” feature.

This would enable agents to look for similar tickets as they create new tickets. The suggestion would change as the agents gradually fill up the create ticket form.

 

ticket-suggestion

 

 

The ticket suggestions are clickable and on clicked open the ticket details in a different tab. Agents can hence request the customers or users on the other end to reopen an existing ticket if required.

Note for Administrators:

This feature has been enabled to all the users.

Launch Details Release track:

Launching to both Rapid release and Scheduled release

Rollout pace: Immediate

Impact: All end users

Action: Change management suggested/FYI