My Metrics

Overview

Customer service within the desk now has a new tool. Based on the service history, we are providing indicators for agents so they can understand how their performance is going. With My Metrics, agents will have real-time access to:

General ticket metrics: opened, resolved, transferred, closed, abandoned, and lost.

Average service metrics: first response time, queue wait time, and total wait time.

The solution is a native implementation in the desk for the Desk Addons extension, which has been very successful in providing indicators to agents.

Access is available to everyone — all Blip Desk agents have access.

How to Access

A new menu on the left sidebar, "Service Metrics", brings not only the mentioned metrics but also some Blip Copilot features, if it’s active in this smart contact.

The history can be searched for up to the last 90 days, allowing agents to review their performance metrics over different periods.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😊