Case Study: Tracking daily productivity of Customer Support team

The client wanted to improve their customer service operations by tracking key metrics across their global support teams. Specific goals included decreasing ticket resolution times, improving first response times, increasing agent productivity, and identifying regional differences.

• Gathered requirements from the client around their critical KPIs and reporting needs.

• Built an interactive dashboard in Zendesk to visualize real-time and historical trends across 20+ key customer service metrics such as ticket volume, resolution time, CSAT, backlog, etc.

• Created filtered views to compare performance across regions, teams, and individual agents.

• Implemented conditional formatting to highlight areas exceeding or missing targets.

• Developed agent productivity charts showing number of tickets handled per rep, out of office status, workload distribution, and more.

• Automated scheduled reports to be emailed to managers daily, weekly, and monthly.

• Documented dashboard usage instructions for the client.

• The client was very satisfied with the new visibility the dashboard provided into their global support operations. They could now track KPIs in real-time, identify areas for improvement, uncover regional differences, balance workloads, and motivate teams with data-driven insights.

The Zendesk KPI dashboard delivered powerful insights that helped the client improve their customer service performance.

• Overall ticket resolution time decreased by 20% within 2 months of dashboard implementation

• First response times improved from 4 hrs to under 2 hrs

• Regional differences were identified - APAC team's resolution time was 30% higher than EU team

• Agent productivity variance uncovered - top rep resolved 2x more tickets than bottom rep

• Out of office tracking used to improve coverage during PTOs

• Client able to make data-driven decisions on hiring, training, workload allocation

• Automated scheduled reports created a culture of accountability with agents

• Easy access to trends increased engagement between managers and reps

• Customer satisfaction improved along with resolution times and service levelsOverall, the interactive visualization and drilling down capabilities exceeded the client's expectations. The insights uncovered through the dashboard directly led to significant improvements in key customer service metrics.