This article outlines the process for reporting the weekly Support metrics. Below are the areas that are reported on for each platform and the corresponding method to finding and reporting the data. Each week this report is emailed to CEO, CFO and Director of Customer Support. It look at the last week's performance and compares that to the previous three weeks.
GZ Support Data
See below for each section pertaining to reporting.
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GZ Support Data |
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GZ Open Tickets/Customer Ratio |
Open tickets Monday morning divided by number of GZ customers Monday morning (in HubSpot) |
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GZ Open Tickets (IP) |
Number of open GZ ticket Monday morning from HappyFox "GZ Open" (In Progress + In Review) |
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GZ Unassigned Tickets |
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GZ Tickets Closed Last Week |
Number of tickets closed last week. Taken from the weekly emailed report; Verified by doing an export - use same export from CM, WS & PS; Subtract the tickets that have come open again.(no longer in Closed status) |
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GZ Tickets Created Last Week |
Do an export of all Created tickets (use same report for CM, WS & PS) |
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GZ L2 (Escalated) Tickets |
Number of ticket in the GZ Escalated queue |
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GZ Total Calls and Chats Rcvd |
Total calls received from Ring Central (prebuilt reports, Skill summary)reporting and total chats received from HF Chat reporting |
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GZ Total Calls Handled |
Same Ring Central report as above - this is IB + OB calls + RE IB and OB |
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GZ Calls Inbound |
Same RC report as above - Only IB calls (both GZ and RE combined) |
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GZ Calls Outbound |
Same RC report as above only just OB calls |
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GZ Abandon Calls |
Same RC report as above - Abandoned calls column |
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GZ Refused Calls |
This uses the RC - Agent Summary report - run it and filter by team then add up the refused calls by each agent. |
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GZ Voicemails |
RC Skill Summary report - Voicemails are given in a column of the same name. |
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GZ IB Call ASA Time |
RC Skill summary Report - value given for each platform (Hold Time); For all of the reports you have to set the time frame for the previous week.. I just do Sunday to Saturday to make it uniform. |
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GZ Chat Received includes bot |
Total number of chats, in HF chat reporting - choose the - GZ Chatbot profile and GZHuman for Chatbot under Departments; The total number of chats is the number of chats that came in; To get the number of chats handled by the team, add up the # of chats in the Leaderboard section |
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GZ Total Chats Handled by Agent |
See above - the latter portion is the chats handled by agent |
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GZ Chat Response Time |
Leave the same settings as for above, but select the Satisfaction report on the left. The Average Response time is the middle field. It is the average amount of time the agent took to respond to each entry by the customer. |
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GZ Avg. Chat Satisfaction score |
This one is weird, but it ensures the actual team rating is given and not affected by the chatbot rating, which is always lower…. I add the total ratings and divide by the number of agents that have ratings. It's good for the brain to do math once in while. |
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GZ Customer Satisfaction Score |
This is the average ticket satisfaction score and is taken from HappyFox reporting - select Satisfaction Survey, select the platform, then be sure to select the dates of the time frame (using "Last Week" may not be accurate because HF will take the last week from wherever you are in the week); your satisfaction along with all the dates are displayed across the top. |
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GZ Percent Surveys sent |
This is the number of surveys sent in the above screen, divided by the number of tickets closed, in the ticket's closed field above. |
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GZ Oldest Unassigned Ticket (days) |
This is just looking at the tickets in the queue at 8 am Monday morning and counting how many BUSUNESS days since the oldest (be sure to look at the Created On date of the ticket. |
PCM/MZ Support Data
See below for each section pertaining to reporting.
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CM/MZ Support Data |
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CM Open Tickets/Customer Ratio |
Open tickets Monday morning divided by number of CM customers Monday morning (in HubSpot) |
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CM Open Tickets (IP) |
Number of open CM ticket Monday morning from HappyFox "CM Open" (In Progress + In Review) |
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CM Unassigned Tickets |
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CM Tickets Closed Last Week |
Number of tickets closed last week. Taken from the weekly emailed report; Verified by doing an export - use same export from GZ, WS & PS; Subtract the tickets that have come open again.(no longer in Closed status) |
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CM Tickets Created Last Week |
Do an export of all Created tickets (use same report for GZ, WS & PS) |
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CM L2 (Escalated) Tickets |
Number of ticket in the CM Escalated queue |
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CM Total Calls and Chats Rcvd |
Total calls received from Ring Central (prebuilt reports, Skill summary)reporting and total chats received from HF Chat reporting |
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CM Total Calls Handled |
Same Ring Central report as above - this is IB + OB calls |
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CM Calls Inbound |
Same RC report as above - Only IB calls |
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CM Calls Outbound |
Same RC report as above only just OB calls |
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CM Abandon Calls |
Same RC report as above - Abandoned calls column |
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CM Refused Calls |
This uses the RC - Agent Summary report - run it and filter by team then add up the refused calls by each agent |
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CM Voicemails |
RC Skill Summary report - Voicemails are given in a column of the same name. |
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CM IB Call ASA Time |
RC Skill summary Report - value given for each platform (Hold Time); For all of the reports you have to set the time frame for the previous week.. I just do Sunday to Saturday to make it uniform. |
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CM Chat Received includes bot |
Total number of chats, in HF chat reporting - choose the - CM Chatbot profile and AskCM for Chatbot under Departments; The total number of chats is the number of chats that came in; To get the number of chats handled by the team, add up the # of chats in the Leaderboard section |
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CM Total Chats Handled by Agent |
See above - the latter portion is the chats handled by agent |
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CM Chat Response Time |
Leave the same settings as for above, but select the Satisfaction report on the left. The Average Response time is the middle field. It is the average amount of time the agent took to respond to each entry by the customer. |
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CM Avg. Chat Satisfaction score |
This one is weird, but it ensures the actual team rating is given and not affected by the chatbot rating, which is always lower…. I add the total ratings and divide by the number of agents that have ratings. It's good for the brain to do math once in while. |
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CM Customer Satisfaction Score |
This is the average ticket satisfaction score and is taken from HappyFox reporting - select Satisfaction Survey, select the platform, then be sure to select the dates of the time frame (using "Last Week" may not be accurate because HF will take the last week from wherever you are in the week); your satisfaction along with all the dates are displayed across the top. |
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CM Percent Surveys Sent |
This is the number of surveys sent in the above screen, divided by the number of tickets closed, in the ticket's closed field above. |
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CM Oldest Unassigned Ticket(days) |
This is just looking at the tickets in the queue at 8 am Monday morning and counting how many BUSUNESS days since the oldest (be sure to look at the Created On date of the ticket. |
Total Calls/Chats Rcvd GZ & CM
This is the total IB calls and chats (including Bot) for each platform
It should represent the number of times customers reached out to us via phone & chat
Premium Support Data
See below for each section pertaining to reporting.
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Premium Support Data |
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PS Ticket/PS Cust ratio |
Open tickets Monday morning divided by number of PS customers Monday morning (in HubSpot) |
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PS Open Tickets (IP) |
Number of open PS ticket Monday morning from HappyFox "PS Open" (In Progress + In Review) |
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PS Tickets Closed Last Week |
Number of tickets closed last week. Taken from the weekly emailed report; Verified by doing an export - use same export from GZ, WS & CM; Subtract the tickets that have come open again.(no longer in Closed status) |
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PS Tickets Created Last Week |
Do an export of all Created tickets (use same report for GZ, WS & CM) |
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PS Oldest Unassigned Ticket(days) |
This is just looking at the tickets in the queue at 8 am Monday morning and counting how many BUSUNESS days since the oldest (be sure to look at the Created On date of the ticket. |
Critical Ticket Response Data
See below for information pertaining to reporting.
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Week |
GZ Critical 1st Response % |
GZ Critical Tickets |
GZ Critical Beached |
CM Critical 1st Response % |
CM Critical Tickets |
CM Critical Breached |
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7/17/2023 |
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7/10/2023 |
1 |
1 |
0 |
100 |
3 |
0 |
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7/3/2023 |
100 |
0 |
0 |
100 |
2 |
0 |
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6/26/2023 |
100 |
0 |
0 |
100 |
3 |
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6/19/2023 |
100 |
0 |
0 |
100 |
2 |
0 |
Go to HappyFox Ticket View and select All Tickets
Filter for Priority Critical
And created on date for the week you are looking for (use the between x and x date)
Check the tickets to see which ones breached. The generated reports have always been wonky with this one. So it is plain but accurate.
FCR Data
See below for information pertaining to reporting.
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Ticket Stats |
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GZ |
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FCR % |
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Avg 1st Response |
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Avg Response |
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Avg Time to Closure |
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CM |
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FCR % |
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Avg 1st Response |
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Avg Response |
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Avg Time to Closure |
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WS |
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FCR % |
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Avg 1st Response |
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Avg Response |
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Avg Time to Closure |
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Accounting |
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FCR % |
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Avg 1st Response |
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Avg Response |
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Avg Time to Closure |
To get the FCR data that filters out any non-L1 Agents:
- Pull an export and then remove the "others" (Others = any ticket without an assignee, or assigned to anyone other than GZ L1).
- Remove any supervisors, managers, directors, implementation coaches etc.
- Sort the remaining tickets for agent replies, Largest to Smallest, and divide the number of agent replies = or less than 1 by the total number of tickets left.
- It's usually around 75% for GZ and 75 or 80 for CM.
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Accounting Call/Ticket Data |
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Accounting Tickets Created las week |
Do an export of all Created tickets (use same report for GZ, WS & CM) |
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Accounting Tickets Closed last week |
Number of tickets closed last week. Taken from the weekly emailed report; Verified by doing an export - use same export from GZ, WS & CM; Subtract the tickets that have come open again.(no longer in Closed status) |
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Accounting Component Data |
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Contact/Payment Update |
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GZ Pay Verification |
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Invoice/Payment Issue |
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Upgrade/Downgrade |
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Drop |
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Gen Inv./Subs/Payment Question |
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Other |
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None Selected |
For Component Data:
From Reports, choose custom fields, choose the category and then you will need to select the Custom filed for the category you are looking at. Remember to change the date to the last week (Sunday through Saturday).