Overview
The Quantive Marketplace has predefined insights that can help you review the progress of OKRs at the end of the period.
These insights use Zendesk as a data source and can be used as well in powering your key results to update automatically to create dynamic key results.
For more detailed instructions on installing insights from the marketplace click here.
Average first-time reply
This insight calculates the average time (in minutes) to the first response of support tickets.
This insight is filterable by ticket creation date within the selected time period and can be used to create dynamic key results
Average first resolution time
This insight calculates the average time (in minutes) to the first resolution of support tickets.
This insight is filterable by ticket creation date within the selected time period and can be used to create dynamic key results.
Average time to full resolution
This insight calculates the average time (in minutes) to full resolution of support tickets.
This insight is filterable by ticket creation date within the selected time period and can be used to create dynamic key results.
Requester average waiting time
This insight calculates the average time (in minutes) requester spends waiting on the agent.
This insight is filterable by ticket creation date within the selected time period and can be used to create dynamic key results.
Average agent waiting time
This insight calculates the average time (in minutes) agent waits for additional information from the requester.
This insight is filterable by ticket creation date within the selected time period and can be used to create dynamic key results.
New tickets service level
This insight calculates the percentage of tickets where the first response time is within 2 business hours.
This insight is filterable by date and can be used to create dynamic key results.
Net Promoter Score
This insight calculates the NPS score for rates submitted within a selected time period.
This insight is filterable by date and can be used to create dynamic key results.
Internal vs Public tickets
This insight calculates the number of internal and public tickets created within a selected time period.
This insight is filterable by date and can be used to create dynamic key results.
Customer Satisfaction
This insight shows the percentage of customers that rated the support services as Good for a selected time period.
This insight is filterable by date and can be used to create dynamic key results.
Satisfaction rating
This insight shows the customer satisfaction rating per type for a given time period.
This insight is filterable by date and can be used to create dynamic key results.
First-time fix
This insight shows the percentage of solved tickets without being re-opened by customers.
This insight is filtered by tickets creation date within the selected date period and can be used to create dynamic key results.
Incidents per status
This insight shows the number of incidents by status - open, pending, solved.
This insight can be used to create dynamic key results.
Problems per status
This insight shows the number of problems by status - open, pending, solved.
This insight can be used to create dynamic key results.
Questions by status
This insight shows the number of questions by status - open, pending, solved.
This insight can be used to create dynamic key results.
Tasks by status
This insight shows the number of tasks by status - open, pending, solved.
This insight can be used to create dynamic key results.
Insightboard at a glance
Below is how an insightboard with the above-described insights can look like.
For more information on insightboards click here.
