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  1. Kaizo
  2. Metrics

Metrics

Zendesk Activity

  • Zendesk Hours
  • Zendesk Touchpoints
  • Average Zendesk Activity

Responses

  • 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
  • Repeat Contact Rate
  • Negative Response Rate (NRR)

Quality and Correctness

  • How to set up QA rating?
  • How to QA rate the tickets?
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