Advanced Analytics and Reporting

Analysing Common Agent Responses

Helpdesk Insights analyses the most frequent/ common responses used by agents within a cluster. This helps identify best practices, potential knowledge gaps, and areas of improvement.

Incremental Closed Ticket Monitoring

Tracking the growth increment of each cluster by monitoring the number of new closed tickets added since the last clustering run. This allows the user to identify emerging trends and adjust support strategies proactively.

Other highlights

1. Various ticketing metrics (as applicable) provided based on various demographic criteria such as department, or as a whole
   1. Employees affected: unique counts of employees for whom tickets have been raised
   2. Tickets analysed: Count of closed tickets classified as belonging to this cluster
   3. Average resolution time
   4. Escalation rate: % of closed tickets where at least one escalation has happened
   5. SLA Breach rate: % of closed tickets where all escalations have happened
   6. Knowledge article efficiency: % of tickets closed with help from knowledge article, this will be calculated as (total count of closed tickets where generated KA was found useful) / Total tickets which were notified with generated KA
2. Demography information for various departments
3. CTAs to view Closed and Open Tickets
4. Common Agent Responses: These will be extracted from the ticket on basis of the frequency of the agent response observed in the ticket. 

Benefit

Continuously improving the support operations by leveraging data-driven insights on agent performance and evolving user issues.