Activrak’s Customer Service Productivity report provides detailed insights into your customer service team's workload balance and performance. It enables you to enhance customer satisfaction with a comprehensive view of team activities, allowing you to easily track key metrics including:
- Response times
- Case resolution rates
- Productivity patterns
Metrics and insights
The template is designed to help support data-driven decisions that enhance customer service operations. Use it to:
- Review weekly ticket trends including the number of cases created, opened and solved.
- Compare team member productivity in side-by-side metrics for email and chat.
- Track collaboration patterns to ensure reps provide high-quality customer interactions while managing volume effectively.
The report displays important performance indicators across three key dashboards.
1. Productivity
Track fundamental productivity metrics for your customer service team.
- Productive Hours/Day: Measure time spent in core support tools and activities.
- Active Hours/Day: Monitor overall team engagement and availability.
- Core Activities: Analyze time distribution across support channels like chat, email and phone.
2. Customer service agent view
Get detailed insights into individual agent performance.
- Average Response Time: Track how quickly agents respond to customer inquiries.
- CSAT Rating: Monitor customer satisfaction scores and trends.
- Workload Distribution: View daily patterns including start and end times and break frequency.
3. Customer service manager
This dashboard provides easy access to team-wide performance metrics.
- Team Efficiency Overview: Compare productivity patterns across the entire team.
- Ticket Resolution Metrics: Measure the time between ticket creation and resolution.
- Support Channel Analysis: See time spent in different support tools and applications.
Best practices
Optimize your use of the template with these recommendations:
- Set appropriate goals for response times and resolution rates based on your service level agreements.
- Review workload distribution regularly to prevent agent burnout and maintain consistent service quality.
- Use the insights to identify top performers and share best practices across the team.
Template setup
Contact your Customer Success Manager to book a time with our data solutions team and get help setting up the template.