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