Category: Metrics

As a call center manager, it is very important to monitor team’s case performances targets, train new support agents, analyze team’s open case performance and etc. There are multiple matrices which a call center manager normally monitor to improve contact center’s performance. Call center manager can use Salesforce reports to monitor critical support metrics such as -Total open cases by agentsTotal cases created by agents and statusTotal cases created by agents and productsTotal average age by agentTotal closed cases by agentLet’s start with few important reports here -Agent Open Case Load by Origin/Type:This report will help call center manager to determine his/her team’s bandwidth/workload. The report will be grouped based on Agent and Case Origin/Type(based on your business operation). From here call center manager can easily get real time view of his/her team’s current work pressure. Here comes the report -Average Age of Open Case:Another very important report to understand your team’s performance – how long your agents are taking to serving customers and thus meeting the service-level agreements (SLAs). To create this report, you can customize the out-of-the-box report “Total Open Cases By Agent” and then summarize the Age column (Summarize by Average). Below is how the report will look like -Average Age of Closed Case by Agent:Call center managers can use this report to monitor their agent’s productivity in terms of how quickly agents are closing the cases....