Capturing the Monthly metrics Report:
– In the below mentioned report you can find Priority, Region, Feature, industry, Top Accounts, Closed tickets, Unresolved Tickets count, US CSAT listed. This is listed with the filter last month.
– Happiness Rating for the Product Support team is captured from the link below: Change the filter to Last month or Custom date range to capture the data.
– https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Overview
– First Response time, FCR: https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/FirstResponse
–
Response
Time:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Response
–
Resolution
time:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Resolution
OLX
–
Ticket
Count:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Overview
–
First
Response time, FCR:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/FirstResponse
–
Response
Time:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Response
– Resolution time:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Resolution
Billing Ops
– https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Overview
Escalations
–
Ticket
Count:
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Overview
Order Ops
–
Ticket
count
https://desk.zoho.in/support/leadsquaredmarketxpander/ShowHomePage.do#Dashboards/Overview
For the above
department data, please change the filter from past 24 hours to Last month or
custom date range.
