You can change the support metric displayed in the dashboard (Note: this feature is only enabled when using Cx MOMENTS to analyze Zendesk Support. We will be adding more Helpdesks)
Zendesk Support has a number of native time metrics that Cx MOMENTS can use to track topics against them (these are defined by Zendesk in this article.)
First Resolution Time
Full Resolution Time
Replay Time
Requester Wait Time
The metrics above are displayed in minutes, and are calculated as the average duration across the tickets belonging to a same segment (tickets classified against the same topic, within the time period set for the Dashbaord).
We also load the Total time spent (sec), if you have activated Zendesk Time Tracking App. This metric is displayed as an average in seconds.
Finally, Cx MOMENTS can also display satisfaction metrics if you have activated Zendesk's Satisfaction surveys . Cx MOMENTS calculates a satisfaction score in % for the tickets belonging to the same segment, as follows:
Satisfaction score = (number of tickets with a "Good" rating)/(number of tickets with "Good" + number of tickets with "Bad")
Note 1: in this calculation we ignore tickets that have no rating.
Note 2: Cx MOMENTS also display satisfaction metrics for other Helpdesks: Freshdesk, Zendesk Chat/Zopim, Intercom, Zoho Desk and Salesforce. Read this article to learn how we calculate satisfaction scores for these Helpdesks
You can select a metric by clicking the "Select metric" button and pick one from the drop down list. Once a metric is selected, it will be displayed
Alongside Volume in the topics DASHBOARD:
As a trend next to the volume trend in drill-down mode (this is when you click on a topic to explore it)
