What are metrics?
Metrics also called Reports are various types of measurements that can be helpful for you in order to see the current standings of your business. There are 3 main categories of metrics: time-based metrics, effort metrics, and agent activity metrics.
Time-based metrics provide you with data such as first reply time, requester wait time, or full resolution time. Effort metrics include the number of replies, reopened or reassigned tickets, and agent activity metrics concern online time, availability, and resolved tickets. You can also create custom metrics to track data of your highest interest.
Metrics can help you monitor your contact center’s productivity and track working hours of your employees. The goal of this process is to understand your contact center’s operations and improve any areas that may be underperforming.
Learn more about Metrics in LiveAgent.
Watch why metrics are important
Metrics refer to quantifiable measures or indicators used to assess the performance, progress, or effectiveness of something in various contexts, including both personal and business settings. They provide objective data that allows for comparison, analysis, and evaluation. Metrics play a vital role in understanding and tracking performance levels, identifying trends, making informed decisions, and driving improvement. In both life and business, metrics serve as valuable tools to gauge success, measure growth, and monitor the achievement of goals.
Topics
- Metrics in Business and Personal Lives
- Examples of Common Metrics
- Importance of Context and Apples-to-Apples Comparisons
Video summary
The video discusses metrics, which are numerical measurements of something that can be used to assess performance. Metrics are objective, rather than subjective, and are quantitative rather than qualitative. Examples of common metrics include miles per gallon for cars and net profit margin for businesses. Metrics are important because they provide context, allowing for the assessment of relative performance. However, when using metrics to assess comparative performance, it is important to ensure that the comparison is made on an apples-to-apples basis. The video concludes by emphasizing the importance of using metrics in the right context when analyzing how well something has performed.
Frequently asked questions
What are metrics?
Metrics are measures of quantification. They are used to evaluate, compare and track performance or production. It is a group of metrics against which management or analysts regularly review to maintain ratings of performance, opinion, and business strategies.
What are the most common customer support metrics?
The most common customer service metrics are Ticket Volume, which is the number of notifications that measure the total number of calls in the help field. The next ones are Average Problem Solving Time, Average Response Time, Average First Response Time, Customer Satisfaction Score, and Average Customer Service Time.
What metrics can you measure in LiveAgent?
In LiveAgent you can measure clients and the work of agents. When it comes to customers, you can measure, among others Net Promoter Score, Customer Satisfaction Index, Customer Effort Score, Internal Quality Score, Customer Engagement, Customer Churn Rate, Customer Retention Rate, and Recommendation Rate. When it comes to agents, we can measure, among others ticket volume, number of contacts, service level, and ticket backlog.
Expert note
<p>Metrics are measurements used to evaluate and track performance or production. They're essential for any contact center to monitor productivity and improve underperforming areas.</p>
