How to Monitor Your Team

You’re probably very aware of how quickly CX teams need to respond these days. That means you, as a manager, need to react swiftly if one of your agents is getting stuck on something. Otherwise, it could have a negative impact on your team’s overall performance. If you’ve ever found yourself searching for ways to improve your coaching abilities and ways to boost your agents’ effectiveness – we have the answers.

Who’s Working

Get real-time insight into what each agent is doing and the amount of time that’s passed since they began working on a task. You can also easily filter by Group, Task, Agent View or Agent.

To check out Who’s Working, just click on the Who’s Working icon ().

Quick Tips

  • Clicking on a ticket number takes you right to that ticket so you can begin to explore why the agent is stuck.
  • Clicking on an agent’s name shows you their activity.
  • Discovering which agents are taking too long on tasks can help you to coach more effectively. Highlight the time in red if they exceed the time limit by going to Admin >>> Settings >>> Global Settings. How long is too long? You can set the length of time and adjust if needed.

Dashboard

Your Dashboard is a snapshot of your organization’s overall performance (). On the Dashboard, you will see the following sections:

  • Leaderboard: Choose metrics that matter most to your organization and track who is meeting their goals.
  • Average Handle Time (AHT): The amount of time an agent spends on each ticket they open.
  • Average CSAT Score (if you are using Zendesk native survey): With the CSAT metric you are able to quickly see the customer satisfaction rating for your agents.
  • Occupancy Rate: Learn how much of an agent’s time is spent on support-related activities versus other activities during their paid work time.
  • Attendance Rate: Attendance rate is a measure of the time an agent is scheduled to work compared to the time the agent actually worked within the selected reporting period
  • Agents Status: Your real-time update of how many agents are working on tickets, General Tasks, or Untracked Time.
  • Productivity Metrics: These metrics include Solved Tickets, Escalated Tickets, Reopened Tickets, and Attended Tickets.
  • Activity Feed: See what each agent’s last action was in real time.

Quick Tips

  • Clicking on a ticket number takes you right to that ticket so you can begin to explore why the agent is stuck.
  • Clicking on an agent’s name shows you their activity.
  • Discovering which agents are taking too long on tasks can help you to coach more effectively. Highlight  the time in red if they exceed the time limit by going to Admin >>> Settings >>> Global Settings. How long is too long? You can set the length of time and adjust if needed.