With the incident drill-in feature, you can save time by quickly spotting which tickets are causing outliers in the metrics. Doing this will help you focus on the hard customer cases that need your extra attention to ensure you can support your Agents and give them the feedback needed to improve the quality of their answers.
With this feature you can:
1. See the performance of an Agent along with the performance of their team
2. Break down the data behind each metric by day, week or month to spot the outliers
3. Arrange ticket results by value to spot the ones that need your attention
4. Leave notes on the tickets for immediate feedback to the Agents
Let us give you a step-by-step example of how a manager would use the Incident Drill-in feature:
1. You are looking through one of your Agent's Scorecards and realize that their Average Reply Time (ART) is two hours higher than it was the previous two weeks. Naturally, you want to find out why.
2. Click the pie chart icon next to the number on your Scorecard.
3. This will open up a window containing a line graph and a bar graph displaying your Agent's ART results in comparison to the team's results.
You can select to display these results by week, month or 6 months.
To set up a team view — click here.
4. This will allow you identify where the outlier is and track the reason for the high ART.
5. Click the outlier day, week or month on the line or bar graph.
6. A window will pop up with all the tickets from that outlier period.
7. Click on the 'Metric Value' title to sort the tickets in ascending or descending order.
8. Now you've found your outlier ticket that has made your agent's ART so high.
9. Click on the ticket.
10. This will open up the incident so where you can analyze what caused the unusually high ART.
11. You can then leave a comment to the Agent, providing feedback and coaching advice.
12. The agent will then see a purple speech balloon pop-up next to the ART metric on their Scorecard.
13. This then opens up a coaching dialogue between Agents and managers.