Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
How often a ticket is picked up before it is finished. High numbers point at routing, not at effort.
Build it
- Ticket updates dataset.
- Metric: agent replies, or assignee changes, per ticket.
- Attribute: by ticket subject or topic.
- Show the average and the distribution, not only the average.
Two different measures
Replies counts how much conversation it took. Assignee changes counts how many people it passed through.
The second is the interesting one: it measures whether work reaches the right person first time.
What a high number means
- Routing sends it to the wrong place and somebody forwards it on.
- The first agent lacks the access or the knowledge to finish it.
- The process genuinely needs several teams, in which case the number is correct and the process is the thing to look at.
Each hop costs the customer
Every reassignment is a wait, and often a request to explain again. A ticket touched by four people takes far longer than the work in it justifies, and the customer experiences all of it.
Look at the tail
The average will be around two and tells you little. The tickets touched six or more times are where the process problems are, and there are usually fewer of them than people fear.
Pair it with topic
One subject consistently passing through three teams is a routing rule waiting to be written, or a skill somebody should be given.
Comments
0 comments
Article is closed for comments.