Customer Service Productivity Template

Activrak’s Customer Service Productivity report template 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.