Agent Helper Analytics
Empowering Decision Makers with Essential Metrics to Analyze
the Adoption
of Agent Helper, Assess its Usability, and Calculate the ROI
Provides insights into how extensively Agent Helper features are
used in business operations. These metrics help leaders
assess the value and
effectiveness of Agent Helper in streamlining workflows and improving case
resolution.
The total number of cases that have been resolved and closed during the selected months or quarters
Number of cases that have been closed with the use of at least one of the Agent Helper’s feature
Total number of closed cases where the Response Assist feature was used at least once, relative to the total closed case volume
Total number of closed cases where the case swarming feature was used at least once, which means the case details were shared to Slack channels via Slack.
Total number of cases where case summarization was used at least once
Measures the average duration from the time a support case is
created to the initial response sent by an agent.
This metric reflects the
promptness of support in addressing customer queries.
The total number of cases that have been resolved and closed during the selected months or quarters
Average time (in days) taken by support agents to respond to customer cases through Salesforce, Email, Agent Helper, and other mediums.
Average time (in days) taken by support agents to respond to customer cases using the Agent Helper console
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