Customer service agent activity dashboard example
Why is a Customer Service Agent Activity Dashboard useful?
Customer service is a team sport and, in order to achieve excellence, all team members follow a customer care etiquette and objectives. This Customer Service Agent Activity dashboard is a clear and simple way to track your activity and ensure you contribute to your team’s goals and delight customers. It’s meant to help with priority setting as well as motivation--a sort of metrics-driven planner.
If you’re a Customer success manager looking to monitor your team’s performance, this customer service performance dashboard could be a good start.
KPIs and metrics
Who is a customer service agent activity dashboard for?
A customer service agent.
How can a customer service agent activity help you achieve your business goals?
Your activity and success as a Customer Service Agent is dependent on the level of customer support you offer and your ability to stay motivated in order to contribute to improving the team’s performance.
By attending to your customers’ needs, you are basically focusing on solving issues as quickly and efficiently as possible. To help you prioritize your workload, it’s useful to keep an eye on your ticket backlog and unsolved tickets by priority. For example:
Scenario 1: Are the majority of your unsolved tickets urgent and your backlog piling up?
Action: Prioritize your urgent tickets. Getting them out of the way will ease your workload and keep customers happy. If these tickets are becoming increasingly complex, ask for help. There may be team members that can help you find a resolution, while you focus on bringing the backlog level down.
Scenario 2: Are you falling behind team goals in terms of first response and full resolution time?
Action:Try to understand what has caused it. Check your team dashboard to see if it’s a team-wide behaviour. If that is the case, you may need extra help. Otherwise, you can look into optimizing your workflow to see where you could improve.
As your customer service team grows and goals diversify, the one thing that will ensure long-term success is motivation. You can start off by keeping an eye on how you compare to your teammates. Don’t get too caught up in this ranking, though. Teams have different ways of dividing workload, so it should not be your sole indicator of how you are doing. Monitoring your own activity over time to better understand your strengths and weaknesses can be a more appropriate way to evaluate your performance. You can track your ticket solving history, as well as first contact resolution rate to challenge your best practices.
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