On Sunday (before the Monday work day starts) take 2 minutes to jot down this information from Freshdesk – I save it in a text document:
Open tickets
Pending tickets
Waiting on 3rd Party
Waiting on Customer
Keep this information to input into the Snapshot - Unresolved section of the Metrics Report.
On Monday or Tuesday every week in the Freshdesk left-hand menu, select Reports (2nd icon from the bottom).
Select Group Performance.
Select Filter.
Select Time Period for last full week from Monday to Sunday, for example for week-ending April 26, 2020, select April 20 and April 26.
Select Generate.
Select Email CSV (and the report will be sent to your email address).
Again, select Reports > Satisfaction Survey.
Click on Date Range.
To get the monthly metrics, select the last full month for the week-ending the last Sunday, for example for week-ending April 26, 2020, select March 26 to June 26.
Write down and copy the percentages for positive (extremely satisfied) and for Negative (Extremely dissatisfied) and add to your text document.
To get the satisfaction survey for the weekly metrics, click on Time Period again and select the last full week from Monday to Sunday, for example for week-ending April 26, 2020, select April 20 and April 26.
Copy the positive and negative percentages into your text document.
Open the Satisfaction survey results for the last full week only.
Check to see if there are any Extremely Unsatisfied that should be addressed and shared with the team.
Copy a few of the positive responses to share with the team.
Check your email for the subject: Group Performance for DATE - DATE and open and download it. This will serve as your working copy for information you will need to input into the Reactr Support Metrics Report. The report will resemble this:
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Delete these columns: Tickets Received, Tickets Reopened, Tickets reassigned, First response SLA%, Resolution SLA%, FCR%, Private notes, and Average Response time.
Your spreadsheet/csv should now resemble this:
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You can now delete rows that do not have any responses in them (which will be the Admin groups). If there is an Admin group where responses have taken place increase the #of Tickets assigned and Tickets resolved by the number of responses. For example, if there were two responses in Showthemes Admin, the Tickets assigned will be changed from 9 to 11, and Tickets resolved will be changed from 6 to 8, and responses from 23 to 25. You can then delete the Showthemes Admin row.
Your spreadsheet will now look like this:
Group | Tickets assigned | Tickets resolved | Responses | Average 1st response time | Average resolution time |
BOWP | 4 | 4 | 8 | 13:53:03 | 75:56:13 |
Showthemes | 9 | 6 | 23 | 13:11:56 | 48:10:39 |
Tesla Themes | 23 | 17 | 63 | 12:30:17 | 117:31:16 |
Next, we need to round off the Average 1st response time and Average resolution time using .25 .50 and .75 increments.
0.25 = 15 minutes
0.50 = 30 minutes
0.75 = 45 minutes
Copy those titles Average 1st response time and Average resolution time to the spreadsheet and round off, i.e.:
Group | Tickets assigned | Tickets resolved | Responses | Average 1st response time | Average resolution time | Average 1st response time | Average resolution time |
BOWP | 4 | 4 | 8 | 13:53:03 | 75:56:13 | 14.00 | 76.00 |
Showthemes | 9 | 6 | 23 | 13:11:56 | 48:10:39 | 13.25 | 48.25 |
Tesla Themes | 23 | 17 | 63 | 12:30:17 | 117:31:16 | 12.50 | 117.50 |
Now you can delete the original Average 1st response time and Average resolution time columns. I have also changed the formatting so that it matches the fonts/borders/centers i.e.:
Group | Tickets assigned | Tickets resolved | Responses | Average 1st response time | Average resolution time |
BOWP | 4 | 4 | 8 | 14.00 | 76.00 |
Showthemes | 9 | 6 | 23 | 13.25 | 48.25 |
Tesla Themes | 23 | 17 | 63 | 12.50 | 117.50 |
In the newly created last row, input this structured Excel equation under the first three columns:
=SUM(B2:B4) .... once you have input it in B5, you can copy the equation to next two columns (C5,D5).
Under the last two columns input this equation in the last row:
=AVERAGE(E2:E4) .... once you have input it in E5, you an copy the equation to F5.
Here are the results:
Group | Tickets assigned | Tickets resolved | Responses | Average 1st response time | Average resolution time |
BOWP | 4 | 4 | 8 | 14.00 | 76.00 |
Showthemes | 9 | 6 | 23 | 13.25 | 48.25 |
Tesla Themes | 23 | 17 | 63 | 12.50 | 117.50 |
36 | 27 | 94 | 13.25 | 80.58 | |
Notice that the average resolution time is not rounded off to .25 or .50 or .75 or .00 -- since it is almost one hour (8 hours and 58 minutes) this can be rounded off to 81.00. You are now ready to use the data from your working copy to the formal metrics report.
In the Reactr Support Metrics report, add a new line with the new week-ending date. Notice below that I added a new line for 26-Apr-20.
Copy the information from your working copy to the Tickets Received/Tickets Resolved/Total Responses. The AVERAGE row will automatically update for you. You can now input the information that you saved in your text file to the Snapshot – Unresolved and Satisfaction areas.
Week Ending | Tickets / Responses | T/A Times | Snapshot - Unresolved | Extremely Unsatisfied | Extremely Satisfied | |||||||||
Tickets Received | Tickets Resolved | Total Responses | AVG 1st Resp Time | AVG Resolution Time | Waiting on Cust | Waiting on 3rd Party | Open | Pending | Total Unresolved | Weekly % | Monthly % | Weekly % | Monthly % | |
15-Mar-20 | 31 | 35 | 55 | 8.00 | 333.00 | |||||||||
22-Mar-20 | 41 | 28 | 64 | 3.00 | 436.50 | |||||||||
29-Mar-20 | 51 | 35 | 46 | 8.00 | 423.75 | |||||||||
5-Apr-20 | 50 | 38 | 105 | 10.25 | 85.25 | |||||||||
12-Apr-20 | 29 | 63 | 104 | 26.75 | 106.75 | |||||||||
19-Apr-20 | 44 | 41 | 46 | 18.25 | 51.00 | 8 | 0 | 13 | 1 | 22 | 0 | 0 | 100 | 100 |
26-Apr-20 | 36 | 41 | 94 | 13.25 | 81.00 | 24 | 0 | 4 | 6 | 34 | 0 | 0 | 100 | 100 |
AVERAGE | 40 | 40 | 73 | 12.50 | 216.75 | 16 | 0 | 9 | 4 | 28 | 0 | 0 | 100 | 100 |
Under the 2nd set of metrics (Group Breakdown), copy the last three columns in all categories to the first three columns and delete the information in the fourth column. Change the date in the fourth column to the most recent week-ending date to match the report. Here’s an example of the steps to get the result you want:
From | |||||||||||||||||||||||||
Group Breakdown | Tickets Received | AVG 1st Resp Time | AVG Resolution Time | ||||||||||||||||||||||
2020 | 29-Mar | 5-Apr | 12-Apr | 19-Apr | 29-Mar | 5-Apr | 12-Apr | 19-Apr | 29-Mar | 5-Apr | 12-Apr | 19-Apr | |||||||||||||
BOWP | 9 | 7 | 6 | 7 | 15.50 | 35.75 | 20.25 | 35.00 | 67.50 | 106.75 | 52.00 | 73.25 | |||||||||||||
Showthemes | 15 | 7 | 12 | 7 | 3.25 | 26.50 | 7.25 | 9.25 | 81.25 | 704.25 | 39.25 | 43.25 | |||||||||||||
Tesla Themes | 26 | 15 | 26 | 17 | 11.75 | 17.25 | 27.00 | 11.75 | 106.50 | 249.25 | 61.50 | 99.50 | |||||||||||||
To | |||||||||||||||||||||||||
Group Breakdown | Tickets Received | AVG 1st Resp Time | AVG Resolution Time | ||||||||||||||||||||||
2020 | 5-Apr | 12-Apr | 19-Apr | 19-Apr | 5-Apr | 12-Apr | 19-Apr | 19-Apr | 5-Apr | 12-Apr | 19-Apr | 19-Apr | |||||||||||||
BOWP | 7 | 6 | 4 | 7 | 35.75 | 20.25 | 35.00 | 35.00 | 106.75 | 52.00 | 73.25 | 76.00 | |||||||||||||
Showthemes | 7 | 12 | 9 | 7 | 26.50 | 7.25 | 9.25 | 9.25 | 704.25 | 39.25 | 43.25 | 48.25 | |||||||||||||
Tesla Themes | 15 | 26 | 23 | 17 | 17.25 | 27.00 | 11.75 | 11.75 | 249.25 | 61.50 | 99.50 | 117.50 | |||||||||||||
To | |||||||||||||||||||||||||
Group Breakdown | Tickets Received | AVG 1st Resp Time | AVG Resolution Time | ||||||||||||||||||||||
2020 | 5-Apr | 12-Apr | 19-Apr | 19-Apr | 5-Apr | 12-Apr | 19-Apr | 19-Apr | 5-Apr | 12-Apr | 19-Apr | 19-Apr | |||||||||||||
BOWP | 7 | 6 | 7 |
| 35.75 | 20.25 | 35.00 |
| 106.75 | 52.00 | 73.25 |
| |||||||||||||
Showthemes | 7 | 12 | 7 |
| 26.50 | 7.25 | 9.25 |
| 704.25 | 39.25 | 43.25 |
| |||||||||||||
Tesla Themes | 15 | 26 | 17 |
| 17.25 | 27.00 | 11.75 |
| 249.25 | 61.50 | 99.50 |
| |||||||||||||
Now you can copy in your Apr 26 totals from your working spreadsheet. | |||||||||||||||||||||||||
Group Breakdown | Tickets Received | AVG 1st Resp Time | AVG Resolution Time | ||||||||||||||||||||||
2020 | 5-Apr | 12-Apr | 19-Apr | 26-Apr | 5-Apr | 12-Apr | 19-Apr | 26-Apr | 5-Apr | 12-Apr | 19-Apr | 26-Apr | |||||||||||||
BOWP | 7 | 6 | 7 | 4 | 35.75 | 20.25 | 35.00 | 14.00 | 106.75 | 52.00 | 73.25 | 76.00 | |||||||||||||
Showthemes | 7 | 12 | 7 | 9 | 26.50 | 7.25 | 9.25 | 13.25 | 704.25 | 39.25 | 43.25 | 48.25 | |||||||||||||
Tesla Themes | 15 | 26 | 17 | 23 | 17.25 | 27.00 | 11.75 | 12.50 | 249.25 | 61.50 | 99.50 | 117.50 | |||||||||||||
Take a screenshot of the Metrics Report.
On Weekly Meeting day, prepare a summary (similar to below) to present to the team. Note: As of May 1st we do not have scheduled weekly meetings, so just post this summary in our General Slack thread.
Reactr Support Metrics
https://www.screencast.com/t/WOVB4YmR0H96
1 Unsatisfied - Legacy user hadn't updated site since WordPress 3.0
Satisfied:
Great explanation, quick response, I will purchase from you based on this.
Prompt reply and at the weekend. Clear instructions provided that worked first time.