Gtmhub comes with following out-of-the-box insights for popular customer service software Zendesk.
Insights
Net promoter score
Net promoter score from NPS surveysZendesk tickets
Overview of tickets - total vs. solvedTickets average agent wait time
Calculates the average time agent waits for additional info on from requester. Uses date range filter. Values are in minutes.Tickets average first resolution time
Calculates the average time to first resolution of support tickets. Uses date range filter. Values are in minutes.Tickets average full resolution time
Calculates the average time to full resolution of support tickets. Uses date range filter. Values are in minutes.Tickets requester average wait time
Calculates the average time requester spends waiting on agent. Uses date range filter. Values are in minutes.Zendesk Satisfaction rating
Calculates average satisfaction rating for a given date range.Tickets average first response time
Calculates the average time to first response of support tickets. Uses date range filter. Values are in minutes.Customer satisfaction
Percentage of customers that rated the support services as Good.First-time fix
Percentage of solved tickets without a re-open from the customers. Filtered for the selected date range.New ticket service level
Calculates the number and percent of tickets where the first response is within 2 business hours. Filtered by date range.