Tracking Customer Support and Helpdesk Metrics
Zimflow automatically records and tracks customer service activities to measure support productivity.
Key Helpdesk KPIs:
- Average Response Time: Time taken by an agent to send the first reply to a customer message.
- Resolution Duration: Total duration between conversation creation and marking the chat as resolved.
- AI Deflection Rate: Percentage of conversations resolved entirely by the AI Bot without agent handoff.
- Agent Leaderboard: Compares active hours, assigned vs. resolved tickets, and total metrics per staff member.