LL - KPI & SLA - Team Stats Monthly Summary Procedure
Key Performance Indicator (KPI) Resources needed:
- Video tutorials below
- See the KPI CH Team Stats spreadsheet.
- A service-level agreement (SLA) defines the level of service you expect.
- These calculations should be made on a weekly or monthly basis within a day or two after the period ends.
Monthly Summary Parameters(all brands & weekly):
Email KPI's -
- Happiness Score - Help Scout Reports Tab > Happiness > Set Date
- Emails Received - Help Scout Reports Tab > Email > Set Date > Message received
- Resolved on the 1st reply - Help Scout Reports Tab > Email > Set Date> Resolved on 1st reply
- Replied to w/i 24 hrs - Help Scout Reports Tab > Email > Set Date > look at “response time” graph and calculate how many percent were replied to in more than 24 hours and subtract that number from 100
Phone KPI’s - ( dialpad defaults to "entire office")
https://www.loom.com/share/917f39dc28c54efa8198f18b8fb5db0a
- In DialPad - select Analytics - next select Phone Lines or team member name & Set Date parameter
- Calls received (add together answered, missed & abandoned calls to find this number)
- Answered calls (from report)
- # Voicemails (from report)
- Placed calls (from report)
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Brand Weekly Summary -
- the same report as the monthly above except you sort by Brand in HelpScout and by both IB and OB lines for each Brand in Dialpad.
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Agent Individual KPI's - (should be done weekly)
- Email Scores are found in Help Scout:
- Select Company> select the agent name>then select the email tab>set date
- Happiness Score, Email Replies, Resolved on 1st reply, & Average handle time see: https://www.loom.com/share/815515c656b744fa9e6aaffe8137a4f6
- Phone Scores found in DialPad - Analytics - Set Date - Select Agent see: https://www.loom.com/share/917f39dc28c54efa8198f18b8fb5db0a