Effective team performance is the cornerstone of exceptional customer support. In Gleap, the comprehensive insights under the "Team Performance" section provide valuable information for evaluating your support team's performance and making continuous improvements. In this section of our documentation, we will shed light on the various metrics and data sources at your disposal.
Tickets per Person
One of the crucial factors in team performance is the distribution of work among your support team members. Gleap allows you to monitor the number of assigned tickets per team member during the selected timeframe. This ensures that the workload is fairly distributed, preventing anyone from becoming overwhelmed.
Responses and Closed Tickets
The number of responses generated and tickets closed are clear indicators of your team's productivity. Gleap meticulously tracks these metrics and offers insights into the performance of each team member. Armed with this knowledge, you can identify bottlenecks and ensure that no customer inquiries go unanswered.
Median First Reply Time
The "Median First Reply Time" is a critical metric that indicates how quickly your team responds to customers' initial inquiries. A lower value signifies that your team is quick to address customer concerns. Gleap calculates and visualizes this median to assist you in analyzing and improving response times.
Conversation Rating
"Conversation Rating" is a familiar measure of customer satisfaction and also plays a crucial role in team performance. Gleap displays the aggregated ratings of customer conversations, allowing you to better understand the customer experience. This enables you to grasp customer concerns and expectations more effectively.
Maximize Team Performance
With the Team Performance insights in Gleap, you have the tools at your disposal to maximize your support team's efficiency. Identify top performers, recognize bottlenecks, and allocate resources where they are most needed. Continuous improvements based on the data provided empower you to deliver top-tier customer support.
In essence, Gleap equips you to strengthen your support team and enhance customer satisfaction. Utilize these valuable insights to build a team capable of efficiently and effectively addressing customer inquiries. Your customers will reward you with loyalty and positive reviews.