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Controlling / Statistics


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 to
  • Median resp. time
  • Median first resp time

 

My goal is to find out what we could improve and about the general performance of the livechat.

 

Cheers, Diego

 

 

Best answer by Roy

Hi @diego m​ , it really depends on what kind of customer service you providing. 

 

1. Resolution time also matters;

2. Conversation rating

3. Busy hours, day's, month's 

4. Conversation per team member

5. Tag's usage statistic

 

Here 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>

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Forum|alt.badge.img+5
  • Expert User
  • 1152 replies
  • Answer
  • October 5, 2020

Hi @diego m​ , it really depends on what kind of customer service you providing. 

 

1. Resolution time also matters;

2. Conversation rating

3. Busy hours, day's, month's 

4. Conversation per team member

5. Tag's usage statistic

 

Here 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>


Forum|alt.badge.img+3
  • Super User ✨
  • 83 replies
  • October 6, 2020

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;

  1. Responsiveness: First Response Time (as an SLA) + Follow Up Response Time (each subsequent update)
  2. Customer Satisfaction: Agent SAT

 

From 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 Resolve
  • Conversations closed
  • Conversations participated in
  • Conversation complexity mix (conversation attributes captured define simple, hard, complex requests)
  • Quality score

 

There 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.

 

 

 


  • Author
  • New Participant
  • 4 replies
  • October 8, 2020

@craig​ @roy s11​ 

thank you guys - valuable inputs!


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