Agent Helper Analytics > Agent Helper Adoption
The Agent Helper Adoption report summarizes essential metrics for decision-makers aiming to analyze the adoption of Agent Helper by their support reps, assess its usability, and calculate the ROI. This report shows the key metrics to analyze how using Agent Helper is helping to solve customer cases quickly.
The report further consists of three sub-reports namely Agent Helper Adoption Metrics, Average Time to First Response Metrics, and Case Escalation Metrics. All three reports can be sorted by Monthly and Quarterly basis.
Agent Helper Adoption Metrics
This report analyzes the data for the last six quarters and shows the report segmented into the metrics as given below:
Fig: The above image shows the Agent Helper Adoption Metrics report.
Total Closed Case Volume
It shows the number of cases that have been resolved and closed during the selected months or quarters.
Closed Case AH Adoption
It shows the number of cases which were closed with the use of Agent Helper (The use of Agent Helper is counted when at least one of the AH features is used by your support agents).
Response Assist Adoption
It shows the total number of cases where support reps used Response Assist at least once. It also shows the percentage of cases where cases were closed with use of Response Assist feature.
Intelligent Swarming Adoption
It shows the total number of cases that were closed with the use of case swarming feature, which means the case details were shared to slack channels via Slack. It also shows the percentage of closed cases with use of case swarming feature.
Case Summarization Adoption
It shows the total number of cases where case summarization was used at least once. This metric captures the initial engagement through regenerate and edit buttons. It also shows the percentage of closed with use of case summary feature.
Average Time to First Response Metrics
This report analyzes the data over the last six quarters and shows the report segmented into the metrics given below.
Total Closed Case Volume
It shows the total number of cases closed during the selected months or quarters.
Average Time To First Response (Days)
It shows the average time (in days) taken by support agents to respond to customer cases. The first response is the first comment added by your support reps to a case. This involves the first responses added through Salesforce, Email, Agent Helper, and other mediums.
Response Time with Agent Helper Use (Days)
It shows the average time (in days) taken by support agents to respond to customer cases using the Agent Helper console. It is tracked via clicks on Actions tabs to Copy and Regenerate buttons.
Case Escalation Metrics
This report highlights the trend of case escalation over time and shows the number of escalated cases against the number of closed cases in the selected duration.
The Case Escalation Metrics report helps the leadership analyze the efficiency of their support to manage the customer cases.
Total Closed Case Volume
It shows the total number of cases closed during the selected months or quarters.
Average Time To First Response (Days)
It shows the average time (in days) taken by support agents to respond to customer cases. The first response is the first comment added by your support reps to a case. This involves the first responses added through Salesforce, Email, Agent Helper, and other mediums.
Response Time with Agent Helper Use (Days)
It shows the average time (in days) taken by support agents to respond to customer cases using the Agent Helper console. It is tracked via clicks on Actions tabs to Copy and Regenerate buttons.
Heading Two: Case Escalation Metrics
This report highlights the trend of case escalation over time and shows the number of escalated cases against the number of closed cases in the selected duration. The Case Escalation Metrics report helps the leadership analyze the efficiency of their support to manage the customer cases. The report graph shows the trend based on the metrics given below:
Heading Three: Total Case Volume
It shows the number of cases closed in your CRM tool within the selected duration (either in months or quarters).
Heading Three: Escalated Cases
It shows the total number of escalated cases that were closed in your CRM within the selected duration (either in months or quarters). It also shows the Escalation percentage, which is calculated using the following formula.
Download and Email Reports
You can download the reports or send them as email to your inbox. A .csv file is downloaded or is sent via email based on the option you used.