Metrics

Zendesk Activity

• Agents Activity
• Average Zendesk Activity
• Zendesk Touchpoints
• Zendesk Hours

Responses

• Chat
• Total Comments
• Private Comments
• Public Comments

Handled Tickets

• Custom Channel
• Mobile Channel
• Twitter channel
• Facebook channel
• Help Center
• API Channel

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Handling Speed

• Handling Time (Comments/h)
• Mean/Median Avg. Reply Time
• Mean/Median Avg. First Reply Time

Solution Quality

• Tickets Solved / h
• One Touch Solution Rate
• Comments to Solve

Service Quality

• Customer Satisfaction
• Reopen Rate (RR) metric definition :
• Negative Response Rate (NRR)

Time spent per comment

• Time spent per comment

Quality and Correctness

• QA Export: how to export your QA ratings & notes?