Analytics is an essential tool when it comes to measuring the success of your business goals. The Analytics tab in Zendesk Message gives you a series of reports on conversations with customers across your social channels such as Facebook Messenger, Twitter (Direct Message), and LINE. Using this data, you can optimize your customer support strategy and improve the efficiency of your customer support.
We’re excited to announce the launch of Agent metrics in Message analytics. This new feature extends the analytics data by providing an overview of the activity of all your agents. Now, you have the ability to get granular visibility into how your agents are performing on your social channels.
Using Agent Analytics
Here are a few ways of using Agent analytics to strengthen your company’s customer support strategy:
- Measure against set goals - Track the progress your agents made against their set goals for the month, week, or even for the day. For example, goals could include resolving a set number of issues or resolving issues within a certain time.
- Reward top performers - Use the Agent Satisfaction measurement as a way to keep track of your top performing agents on Message; award them for doing good work and provide guidance to other agents to help them perform better.
- Measure overall productivity on Message - Get daily, weekly, monthly, hourly reports on agent productivity to help influence future decisions on staffing.
A Look at Agent Reports
Defining Agent Activity Measurements
In the Agents tab, you can find granular information about your agent's activity, including satisfaction ratings, resolution durations, number of conversations assigned and resolved by each agent. To dive into the definitions of each measurement provided within the Agents tab, read our post on analyzing Message activity.
Note: In the table that captures the agent activity, you can click any of the column headings to sort by that column.
Filter by Time Range or Social Channels
You can filter Agent activity data for any of the following preset time ranges using the “Period” drop-down:
- Last 1 day (24 hours)
- Last 7 days
- Last 14 days
- Last 30 days
Data can also be viewed on an hourly, daily, or weekly basis.
In addition to the time range, data on agent activity can be viewed by the different social channels that you serve your customers through, including Facebook Messenger, Twitter, LINE.
To view cumulative data across all the various social channels, simply click on the All option under the Channels drop-down menu.
Exporting Agent Analytics Data
You can export Agent reports into a CSV file by clicking on the Export button in the upper right-hand corner.
We’d love to hear your feedback about Agent analytics for Zendesk Message. Post in the comments below and let us know what you think.