The performance distribution report lets a customer support manager understand how the support operation effort is distributed based on time metrics.
The time analysis graph helps a CSM understand response time, first response time and next response metrics are trending during the select time.
For example: It is possible that agents maintain a very good first response time but their response time might be longer which will affect the overall customer satisfaction.
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As a supervisor, you can look at it at an individual level and understand how to improve their performance better
The performance distribution report focuses on the agent/group performance metrics such as first response time, average response time, and resolution time. The time taken is calculated based on the business hour that applies to each ticket. For example, 24 hours equals 1 day if you have 24x7 support, and 4 days if you have a 6x5 hour workday.
Metrics and what they stand for:
First response time | Average response time | Resolution time | |
Definition of metrics | Time taken by the agent to send the first response on a ticket | Average time taken by the agent to respond to the ticket requester | Time taken by the agent to resolve a ticket |
Tickets included | Tickets whose first responses were sent during the selected period | Tickets whose responses were sent during the selected period | Tickets that were resolved in the selected time period |
Time ranges | 10 time buckets ranging from <15 minutes to 48+ hours | 10 time buckets ranging from <15 minutes to 48+ hours | 10 time buckets ranging from <15 minutes to 48+ hours |
Each of these metrics is showcased in their corresponding widgets split by time (day, week, month, quarter). You will be able to dive deep into each bucket by clicking on the widget.
Ticket drill-down
Click on any widget in the report for a detailed drill-down of tickets in the specified time period.
Below the graph, expand the 'Show Tabular Data' accordion to see the underlying raw data that fuels it. It will bring up a list of tickets that are associated with the chosen widget. You can use the gear button to select the fields and properties you want added as columns to the table. The 'Ticket ID' column will give you the list of ticket IDs along with a link that will take you to the ticket.
For example, if you click on 'Show Tabular Data' under the 'First response time' widget, you will be able to see all the tickets grouped by their first response time during the selected time period. If you see an abnormal spike/dip for a specific time range bucket, you can find out what is causing it and take necessary actions.
Average first response, Response, & Resolution time widgets
These widgets show the daily, weekly, monthly, and quarterly performances of these metrics - Average First Response time, Average Response time, and Average Resolution time. When you hover over a data point, you can see the
Average time taken to send all the first responses in that time period
Average of average time taken to send any response to a requester in that time period
Average of time taken to resolve tickets in that time period
If you'd like to study the trends of each of these metrics and compare them with the previous time period (eg: Avg Response time in week 1 vs Avg Response time in week 2), or compare one metric against another (eg: Avg Response time vs Avg Resolution time), you can create a new report and customize it to suit your needs.