The Scorecard shows an Agent’s performance from two perspectives:
- Metric Categories: Zendesk Activity, Responses, Handled Tickets, Handling Speed, Solution Quality, Service Quality, Quality and Correctness which break down into 35+ personal real-time metrics for each Agent, 360° view of your Agent's performance 24/7.
- Channels: Zendesk Standart Channels and Custom Channels
The Scorecard shows metrics for each active Zendesk Agent (single Agents can be disabled by the company) on a monthly basis. It shows all metrics aggregated on a weekly basis and updates in real time.
Each Agent can see their own current performance and compare it with their historical performance to see trends and detect performance peaks in single categories and metrics.
In case the Agent and/or their Team Lead detect peaks, they can look into each metric separately. This drill-in gives a detailed view based on the metric, showing its changes on a daily/hourly basis as well as categorizes the worked tickets in value groups (histogram).
This helps detect single value peaks (high or low values) and further drill into each value and the ticket behind it to leave comments (coaching) dedicated to the Agent.
More on how the Metrics are being calculated inside the Scorecard here!