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Support dashboard example

Use a dashboard to monitor Support KPIs

Support Dashboards are an excellent means of monitoring support performance, ensuring that the numbers important to hitting internal support targets are visible and transparent and that customer needs, be they internal or external, are being met.

Here are a few types of support dashboards:

  • Call center dashboard - Informing your call center users by acting as an adjunct to your call center software. View important metrics like first call resolution, customer satisfaction, calls per hour, conversion rates, revenue per call and average handling times that reflect your team’s performance.

  • Customer service dashboard - Focusing on a set of measures specific to your customer needs, measuring the relative success of your team’s objectives.

  • Employee support dashboard - Measuring the relative happiness of your employees looking at numbers like absence rates, overtime performed, projects completed to time, survey feedback metrics and the like. You could of course call this a HR dashboard and plug in wider metrics of your choosing.

A Support Dashboard example

The dashboard example at the top serves the support team at ‘Metrix Foods’, a fictional food manufacturer, and includes several interesting elements which are worth taking note of. Explore this dashboard - the graphic is a clickable demo!

Due to the nature of their work, the performance metrics that the team focus on remain more or less consistent throughout time. There is little need to update or add new widgets to the dashboard to support specific campaigns or project, and this is clearly a dashboard that’s used to monitor the day-to-day operations of the team.

This dashboard is aimed at giving the support team visibility that things are on track throughout the day’s work and to quickly highlight any major issues as they begin to unfold.

Looking at the main body of the dashboard, the support team have split their dashboard to show KPIs for two periods - to the left are key metrics related to performance during the current day, and to the right are slightly longer trends covering the last 90 days.

Actionable support KPIs

The KPIs most support teams care about day-to-day are fairly consistent, and this is reflected in their choice of widgets. Simple Number widgets pull data through from Zendesk to show the number of support tickets that have been raised, opened and solved today. Also being monitored closely is average reply time - something the team take pride in keeping well below industry standards.

In the ‘Today’ half of the dashboard there are two particularly interesting widgets worth noting. To the left is a ‘Leaderboard’ widget showing a list of ends agents who have solved the most tickets today. For this competitive team this is a great motivational tool!

Also interesting is the “Tagged ‘safety’” widget to the right of this section. With the company’s reputation on the line, the team have decided that any support tickets related to safety should be a priority. Subsequently, they use Zendesk’s built-in tagging feature to tag any tickets that are related to safety, and they’ve added a simple number widget to their dashboard to pull through the total number of tickets that include that tag. Putting the spotlight on these tickets builds a focus on safety into the team’s culture, and they’re able to see and react faster to specific incidents as they begin to unfold.

The bottom row of this dashboard doesn’t show any actionable KPIs, but it still serves a purpose:

There is a ‘Recent Tweets’ widget that’s pulling through mentions of the brand on Twitter. With customers regularly turning to Twitter to vent their feelings, this can be a good heads-up for the team to spot issues before a support ticket has been raised, and see the results of their hard work when praise is shared.

Finishing up the row are three clock widgets,showing the local time in each of Metrix Foods’ key territories. This gives the team added context when replying to support tickets from around the world, and as the team have their dashboard displayed prominently on a screen in their office, co-workers from other departments also look at the dashboard regularly to check the time. This sometimes leads to conversations between members of different teams which might never have happened, as employees see the knock-on effect of their work on Support and start to ask questions about why things are up or down.

Longer-term data trends

The final section of the dashboard shows three widgets related to performance over the last 90 days. A Line chart gives the team a clear visual representation of how many tickets have been created during the period, Vs how many of those have been solved. To the right, Average ticket resolution time lets the team make sure they are matching the high standards they set themselves, as does the Customer satisfaction widget below.

The team are planning to set up additional dashboards which they’ll add to a sharing loop which will show more granular metrics, such as a breakdown of tickets by product category and traffic to their help centre. But overall this is a solid ‘overview’ support dashboard that lets the team begin to monitor their overall performance day-to-day.

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