5 New Things You Didn’t Know You Could Do With Freshservice Analytics

The future belongs to those who see possibilities before they become obvious. 

– John Sculley

Most organizations these days are well aware of the importance of data. However, the pitfall for many of these organizations is the lack of knowledge on how to understand, analyze, and interpret this data to turn them into useful business insights that drive better business outcomes. Nine out of ten enterprise analysts and business professionals say that data and analytics are key to their organization’s digital transformation initiatives, according to Microstrategy

With the IT department being the backbone of most organizations, the data from them is key for businesses that want faster growth, succeed in digital transformation initiatives, a more efficient workforce, and happy employees. However, it’s an everyday struggle for an IT manager to apply several filters and bring this data together in reports, analyze it and help make better business decisions. To solve this problem, Freshservice has the option of building a report in less than a minute. With intelligent widgets that are pre-populated based on your custom attributes, you can create a report with just a click and a drag. If you are someone who works with reports often, you will know that building a report is just half the battle won. There’s still this herculean task of sending this report to the respective personnel periodically. Manually sending these reports to several people on different dates and times is a task that’s not for the weak of hearts. With Freshservice, this task is just a click of a button away. Once you build a report, schedule it to be sent to the respective stakeholder with a daily/weekly/monthly frequency. You can also choose up to the exact minute that this report has to reach the recipient. 

That’s not all that Freshservice Analytics can do. Here are the 5 things you didn’t know Freshservice Analytics can do that will help you manage your team better. 

1. Compare multiple agents performance against multiple metrics

Agent’s performance needs to be measured once in a quarter, in some organizations even more often. Measuring agent performance means tracking from six to ten data points such as average resolution time, average first response time and tickets resolved within SLA. Say you want to track the performance of a team of agents and compare it to identify the top performer. You will have to create multiple reports for multiple metrics for multiple agents and then export them all to compile together and compare. This is an exhaustive process that would usually take two to three days of intense report building and analysis. 

Agent performance report

In Freshservice, you can get a report of all the metrics for all the agents in a single table that makes it easy to identify the top/bottom performer. You can add up to 10 metrics to be compared for all your agents. This can then be grouped by Agent Name to identify individual agent performance or can be grouped by Agent Groups to identify an Agent Group’s performance.  

2. Identify the exact area of delay in the resolution of a ticket

The resolution time of a ticket is an important metric to evaluate the agent’s performance and ticket complexity which can then be used to plan to hire more agents or to invest in more reliable assets. However, when there are multiple agents working on a ticket, the average resolution time isn’t the best way to identify the time spent by each agent on the ticket. This makes it impossible to identify the exact area of delay in resolving a ticket. 

Time spent report

In Freshservice, this has been made easy to analyze with Time Spent Reports. Use the new metric ‘Time spent in business hours’ to configure the widget and group this metric by status, ID and Agent Name to understand the time spent by each agent on a given ticket in a given status. This helps understand the granular details of time spent by each agent in different statuses on a single ticket. 

3. Spot the most problematic category 

IT teams receive issues falling into various categories within an organization ranging from password reset requests to printer issues. Many of these issues are repetitive and have simple resolutions as well. Yet, the IT agents end up going through hundreds of password reset tickets to resolve the same type of issue over and over again. This takes away the agent’s time which could have otherwise been used on initiatives that will increase the efficiency of the IT team. 

Ticket volume report

In Freshservice, agents can identify the top five or top ten categories based on ticket volume. Agents can then create knowledgebase articles for these frequently raised issues and redirect the tickets to these articles. 

4. Track the metrics of different teams in one click

Tracking and monitoring different teams in IT is an important activity to plan quarterly goals for the business. However, every team has to be measured based on several metrics and this becomes a complex and time-consuming activity. 

Agent top n Analysis

In Freshservice, you can find out the performance of different teams based on various metrics with a single click. Use the Global Filter to pull out the metrics pertaining to a specific team. 

5. Customize report dashboard at a widget level

Reports generally have multiple widgets, with each widget displaying a parameter. Out of these parameters, some would be more important to the team than the others and if all the widgets are displayed in the same size and in a set position, it becomes harder to visually emphasize the importance of one. 

Analytics dashboard

In Freshservice, the widgets are fully customizable with respect to size and position. Also, Freshservice has paged views in the reports to avoid endless scrolling to view all the widgets. A single widget can be made big enough to fit one page, or widgets of different sizes can all fit together on a single page. 

Bonus: Handle resignation /shift-change of report recipients

The very purpose of reports is to keep people informed about the status of IT in the organization. The best way to keep different stakeholders informed is by scheduling these reports to them at specific intervals of time. However, when one of the recipients of this schedule resigns from the organization or changes shift, this schedule has to be edited by replacing their email id with someone else’s. This becomes a painful activity as an admin has to go through each schedule to identify the email id of the recipient and then replace it one by one. 

Scheduled reports

In Freshservice, with the list view of the schedules, the recipient email id’s of each schedule is made visible so that one can easily pick those schedules where the resigning employee is the recipient and replace it with someone else’s. 

With these 5 new and interesting things that you could do in Freshservice Analytics, sit back and relax while Freshservice Analytics makes it easy to manage your team better. Not using Freshservice Analytics yet? Go ahead, sign up for free and explore Freshservice Analytics today.