## Helpdesk KPI - Empower Your Support Team with Data-Driven Insights The Helpdesk KPI is an API designed to help you manage your helpdesk/customer support operations. This API provides comprehensive Key Performance Indicators (KPIs) that offer deep insights into the efficiency, effectiveness, and customer satisfaction levels of your helpdesk/customer support. #### Key Features: Real-time KPI Monitoring: Keep a finger on the pulse of your helpdesk operations with real-time tracking of crucial KPIs. From ticket resolution times to customer satisfaction scores, access the data you need when you need it. Multi-Channel Integration: Consolidate data from various customer interaction channels, including email, chat, phone, social media, or another sources. Gain a holistic view of customer support interactions across platforms. Ticket Volume Analysis: Understand the volume of incoming tickets and identify peak periods to allocate resources effectively. This feature helps you streamline support efforts during high-demand times. Agent Performance Metrics: Evaluate the performance of individual agents or support teams. Track metrics like first response time, resolution rate, and customer feedback to identify areas for improvement. Customer Metrics: Delivers statistics related to customer interactions, including ticket processing, satisfaction scores, and interaction metrics. Unassigned Tickets Tracking: Monitors the count and percentage of unassigned tickets. Net Promoter Score (NPS) Analysis: Includes information on NPS, although it appears there is no data available in this response. Effective Ticket Time Analysis: Calculates and provides insights into the average time taken to handle tickets effectively. First Contact Resolution Analysis (CSAT): Tracks the percentage of tickets solved on first contact, both for agents and customers.

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