Controlling / Statistics

Question

HI @all I could use some inputs regarding controlling / reports. What do you like to track and how do you do it? My first steps:% of new conversations that are replied toMedian resp. timeMedian first resp time My goal is to find out what we could improve and about the general performance of the livechat. Cheers, Diego

Roy · Accepted Answer

Hi @diego m​, it really depends on what kind of customer service you providing.1. Resolution time also matters;2. Conversation rating3. Busy hours, day's, month's4. Conversation per team member5. Tag's usage statisticHere some great blog posts about this topic:https://www.intercom.com/blog/how-to-keep-kpis-meaningful-for-your-customer-support-team//p>https://www.intercom.com/blog/5-support-metrics-that-matter//p>

Titho · Answer

Generally i prefer to look at the live versus offline experience and double down on that, so less focus on resolution time and more on;Responsiveness: First Response Time (as an SLA) + Follow Up Response Time (each subsequent update)Customer Satisfaction: Agent SATFrom there we then focus on metrics as Roy called out and blend stuff like;Agent availability (% of time available against rostered time)Mean Time to ResolveConversations closedConversations participated inConversation complexity mix (conversation attributes captured define simple, hard, complex requests)Quality scoreThere is a bunch of out of the box historic reporting in Intercom, but alot of what we need is done manually outside of the system to ensure health of chat as a service.

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